Loyalty Points Showing Negative, Zero, or Not Matching

Customer Success
1

FrequentlyAsked Question / Exact Problem

  1. “Customer’s loyalty points are showing as negative.”
  2. “Customer 360 shows 0 points but the closing balance is 400+.”
  3. “Points in the report don’t match the points shown in Customer 360.”
  4. “Ibaco liability report shows 0 point spend for certain dates.”
  5. “Bonus points were not awarded after a qualifying purchase.”

Affected Tenant
Ibaco, Ajfan, Charaghdin, Otto, Minister White, Rams — primarily tenants integrated with
Wondersoft POS. Also occurs on any tenant where:

  • A soft block was applied on redeem but the completion bill was never received
  • Wondersoft recently changed loyalty from payment mode to discount mode without
    notifying CASA

Root Cause
There are three distinct root causes:

  1. Wondersoft not sending redeem/completion bills — When a customer redeems points,
    CASA does a “soft block” (reserves the points). If Wondersoft never sends the final
    completion bill, points stay blocked. After 100 days, they are released. If the customer
    redeems again before release, it appears as double-blocked (negative).
  2. Wondersoft changed loyalty mode silently — Wondersoft changed loyalty from “payment
    mode” to “discount mode” without informing CASA. In discount mode, a loyalty discount split is required at the item level. CASA didn’t receive this in the correct format, causing 0 point spend in liability reports.
  3. Adhoc points from journeys not synced to ClickHouse (CH) — When
    adhocLoyaltyPointsUpdateCommonCode is not triggered correctly (e.g., missing
    businessId in the API call), the loyalty sync to CH is skipped, causing a mismatch
    between PG (actual data) and CH (dashboard data).

Common Debugging Steps (For CS Team)

  1. Open Customer 360 → search by mobile number → check the “Points” section.
  2. Check if points are blocked (soft-blocked state) vs truly zero.
  3. If points are blocked, you can manually unblock from Customer 360 as a temporary fix while dev investigates.
  4. Ask the customer:“Did this customer recently redeem points at the store?” — If yes, the Wondersoft bill may not have reached CASA.
  5. For negative points: confirm with the store whether the customer had a return transaction around the same period.
  6. For Ibaco liability report showing 0: check if the dates in question fall after a Wondersoft update/deployment.
  7. Tag @Renaldo J to coordinate with Wondersoft to re-push missing bills.

Fix Made & Developer Conclusion

  1. Ibaco negative points: Wondersoft was contacted. They re-pushed ~807 missing bills. CASA deleted old incorrect redeem records and let the live flow reprocess. Resolution took ~2 days.
  2. Ibaco liability report (0 spend): Wondersoft changed loyalty to discount mode. After CASA flagged, Wondersoft updated their deployment same day. Remaining ~196 bills were requested via email.
  3. Adhoc points not syncing: customer_upload was incorrectly triggering loyalty sync. Fixed to use a dedicated customer_loyalty_update event. One-time migration done for correcting existing data.
  4. Ajfan 0 points (400+ balance): Points were in soft-block state. Manually unblocked from Customer 360.
  5. Root cause: Wondersoft POS bill not sent after redemption. Minister White bonus points not awarded: Journey cohort condition was misconfigured.
    Manually awarded 50 points for affected numbers.

Exact Dev to Reach Out To
Suriya — Primary owner for loyalty logic, PG/CH sync, and soft-block investigations
Renaldo J — Wondersoft coordination and integration issues
Mai gnana ganapathy M — CH sync, real-time loyalty service