Loyalty

Loyalty is an available module with separate programme, member, redemption and adjustment responsibilities. It is a governed value ledger: published policies and exact source purchases determine points, liability and reversals.

Screens and setup#

At /app/[orgSlug]/loyalty, the operator sees Overview, Members, Rewards, Rules and the permissioned Ledger. Settings and Series/Group surfaces support the appropriate policy scope.

1. Open the first-programme setup, choose the earning policy and create a concrete funded reward with cost, inventory, validity and fulfilment meaning.
2. Review the exact earning, funding, liability and reward summary, then publish.
3. Activate the intended organisation, Series or portfolio programme deliberately.
4. Inspect Overview/Rules and an eligible canonical purchase to understand which primary programme and explicit promotion apply.

One deterministic primary programme applies to a purchase; only named published promotions add awards. Ticketing/Bookings completion supplies the earning fact. Policy changes do not reinterpret historical point lots. Pausing activation stops new earning/reward issue while existing claims retain evidence. Re-enabling the module does not revive an old activation automatically.

Serve a member and redeem a reward#

In Members, find the exact customer, open Member Loyalty service, review balance, debt, eligible rewards and history, and choose an eligible reward. Review and confirm issue. The issued claim reserves points/inventory and returns a receipt showing the balance change.

To fulfil a claim, use its service reference/QR, review the reward and explicitly confirm Reward fulfilment. A pass or scan alone does not redeem value. The customer wallet at /org/[orgSlug]/loyalty verifies access to the organisation-owned account; it does not infer marketing consent.

Refunds reverse the original earning lots even after Loyalty is disabled. Spent points may become explicit account debt, and later earning repays the relevant obligations. Naturally expired points are not treated as spent debt. Long ledger operations can show processing while an account is fenced; partial processing does not make a claim usable.

Adjustments, portfolio links and permissions#

For a correction, request a points adjustment with reason and evidence. An independent authorised approver reviews the frozen request and decides it. Legacy opening balances require governed evidence and approval; there is no editable balance field that bypasses the ledger.

Portfolio participation uses verified reversible links between organisation customers and a portfolio identity. Email matching is a discovery hint, never an automatic merge of balances, consent or tenant records. Revoking a link stops future reach while retaining history. Cross-Series conversion is not generally available without a separately governed conversion model.