Manage Return and Adjust Related Loyalty Outcome

This use case describes the workflow associated with a customer who returns one or more items from a previous purchase. The sequence of events begins with the customer making a purchase, one that meets specific rules and, in turn, qualifies them to receive a loyalty outcome such as points or an offer. Then, after some time, they decide to return at least one item. So, SessionM must now rescind the points or offer award gained via the outcome. In short, the points added to the customer's point total must be removed.

Outcomes can be awarded through a campaign or as an outcome of a transaction or event configured via economy rules. Then, if the purchased item is returned, SessionM must make the subsequent adjustment, which can include:

  • Deducting points earned from an economy rule outcome.

  • Deducting points earned from a campaign outcome.

  • Reinstating an offer associated with an outcome.

Customer Journey

One helpful way of understanding this use case is to consider how it reflects the customer's experience, or journey, in the "real world."

Customer approaches retail POS system at local retail clothing store, where client middleware allows staff to look up customer

SessionM uses customer's name to locate customer and then return customer's account profile and wallet

Customer then purchases two ties as part of offer that awards bonus points

POS client middleware sends transaction to SessionM for evaluation against campaign or economy rules

Customer exits store with ties and is awarded bonus points for transaction

Subsequently, customer realizes one or both ties don't match their suit and decides to make partial or full return

POS client middleware looks up purchase transaction, removes returned item, resends original transaction with time and items modified

SessionM then deducts bonus points customer earned from economy rules or campaign outcome

POS client middleware reinstates offer

Platform Configuration

Before implementing this use case, ensure the following have been configured:

Economy Rules

Economy rules.

Rules governing purchase behaviors that must be met to achieve loyalty outcomes.

Campaigns

Campaign configured.

Behaviors defined for campaign that qualify customers for loyalty outcomes - points or offers.

Loyalty Outcomes

Point accounts and sources.

Offers that entice customer to make purchase.

Customers

Customer created. Note that customers can also be created via API and via the SM Sync tool; for more information on SM Sync consult your SessionM team.

Store and Product Catalogs

Store and product catalogs must be loaded into SessionM via SM Sync. For more information, consult your SessionM team.

Sequence Diagram

See the overall flow for this use case below.

CUSTOMER CUSTOMER CLIENT MIDDLEWARE CLIENT MIDDLEWARE SESSIONM SESSIONM LOOK UP CUSTOMER 1 Approach store register 2 Look up customer 3 Search for customer by identifier 4 Return success message, customer profile and wallet 5 Display customer profile and wallet FINALIZE AND SEND PURCHASE TRANSACTION 6 Purchase item(s) and finalize associated transaction Option 1: Without Offer 7 Send transaction Option 2: With Offer Option 2A: Lock Offer 8 Lock offer Option 2B: Redeem Offer Immediately 9 Redeem offer 10 Return success message 11 Send transaction 12 Enqueue transaction job 13 Return success message 14 Display success message Option 3: Economy Rules 15 Check transaction against economy ruleset 16 Award customer point or offer outcome Option 4: Campaign Rules 17 Check transaction against campaign ruleset 18 Award customer point or offer outcome SEND RETURN TRANSACTION 19 Return item 20 Look up original transaction 21 Remove returned item 22 Send original transaction with modified time and items 23 Enqueue transaction job 24 Return success message Optional: Economy Rule Point Adjustment 25 Deduct points earned from economy rules Optional: Campaign Outcome Point Adjustment 26 Deduct points earned from campaign outcome Optional: Offer Reinstatement 27 Reinstate offer 28 Return success message

Tasks

This use case diagram contains multiple tasks, each one depicted in its own color-coded section. For more information, see the overview below.

  1. Look Up Customer (Use Case Events #1 - #5)

    A convenient means for looking up an existing customer.

  2. Finalize and Send Purchase Transaction (Use Case Events #6 - #18)

    Efficient way to send transaction and also allow for optional rule checks that qualify a loyalty outcome for purchase transactions.

  3. Send Return Transaction (Use Case Events #19 - #28)

    Simple way to send a return transaction that removes returned item(s) and deducts earned points that were awarded in a rule-based, loyalty outcome. Task also supports reinstating the offer that applied to original purchase transaction.