Loyalty Points Awarded Late (Delay in Real-Time)

Customer Success
1

FrequentlyAsked Question / Exact Problem

  1. “A customer made a purchase but loyalty points showed up 9 minutes later — not instantly.”
  2. “Customer at the store is waiting for points to appear but there’s a delay.”

Affected Tenant / Context
Charaghdin, Mufti (feedback-related delay), general on Ginesys-integrated tenants.

Root Cause
There are multiple stages in the loyalty award flow:

  1. POS sends bill to Ginesys
  2. Ginesys forwards to CASA API (Stage 0)
  3. CASA saves the bill (Stage 1–2)
  4. Kafka IoT engine processes loyalty award event (Stage 3)
  5. Points credited

The 9-minute delay observed at Charaghdin was primarily on the Ginesys side — the bill took 3 minutes to reach CASA. Additionally, network issues at the store level can cause Ginesys to retry bill submission after connectivity is restored.
For a separate Mufti case, delays were due to the priority queue not being optimized — real-time processing was queued behind batch jobs.

Common Debugging Steps (For CS Team)

  1. Ask:“What was the exact time of the transaction, and when did points appear?”
  2. Calculate the delay. If it’s 1–3 minutes: likely Ginesys network delay — expected, inform
    customer.
  3. If delay is 5–10 minutes: check if there are any network issues at the store that day.
  4. If delay is 15+ minutes consistently: escalate to dev with mobile number, bill ID, and exact timestamps.
  5. Check if the tenant uses Ginesys — delays from Ginesys are outside CASA’s control but can be investigated and forwarded

Fix Made & Developer Conclusion

  • Charaghdin case: Data showed Ginesys took 3 minutes to forward the bill. CASA’s
    processing took less than 1 minute (priority queue). Forwarded to Ginesys for investigation.
  • CASA confirmed: their side processes in <1 minute for priority queue tenants.
    Priority queue optimization: Mai gnana ganapathy M working on real-time service
    optimizations (Kafka → CH sync improvements).

Exact Dev to Reach Out To
Suriya — Queue architecture, processing delay analysis
Mai gnana ganapathy M — Real-time service, Kafka processing optimization
Renaldo J — Ginesys coordination, forwarding to POS vendor