Loyalty points, customer, or redemption looks wrong

Overview

• Loyalty balance comes from ledger activity, not just a number displayed on the POS.
• Redemption should be applied before payment so Amount due and the customer-visible result are clear.
• Cancelled/changed orders use server order state to keep redemption consistent.
• A completed order can have a customer linked afterward and create a missing eligible earn through the supported completed-order workflow.
• Online loyalty identity uses registered phone + customer PIN and is separate from staff POS PIN.

When to use this

• Use this when points were not earned, redemption amount looks wrong, the wrong customer appears, or online loyalty login fails.

Step-by-step

1. Verify the correct Customer is attached to the Order.
2. Open the Customer loyalty ledger/balance.
3. Check whether redemption was actually applied or merely previewed.
4. For missing earn on a completed order, use Link customer/eligible backfill instead of a manual adjustment where appropriate.
5. For Online login, verify unique registered phone and the customer's PIN.
6. Use manual adjustment only when the audit reason genuinely calls for one.

Common mistakes

• Do not create a duplicate Customer because a phone/PIN login failed.
• Do not manually add points when the completed-order customer-link workflow should create the missing earn.
• Do not confuse staff POS PIN with customer loyalty PIN.

Troubleshooting

• If online identity is ambiguous because multiple customers share one phone, fix/merge the customer records rather than guessing.
• If redemption is rejected, review balance, minimum, maximum-per-order, increment, point value, and current subtotal.