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Siebel Loyalty Administration Guide > Setting Up Siebel Loyalty Redemptions >
Sequence for Redeeming Electronic Vouchers
After the loyalty administrator has set up the redemption voucher types and the points and pay price list, the members can pay in points or a currency to redeem a desired product. The product can either be a service product such as a hotel room or a tangible product that the member redeems by using an electronic voucher. The following sequence describes how a member interacts with Siebel Loyalty to redeem points for an electronic voucher.
- The member calls the service center for redeeming the member's points for a nonflight service product.
- The service agent identifies and authenticates the member.
- The redemption process:
- Obtains the member's information.
The member initiates the redemption process either by calling the service center, calling a travel agent, or by logging onto the Loyalty Web site. If the member calls the service center, then the agent needs to get the member information after member identification, which facilitates the redemption process. The redemption process calls the Loyalty business service to display the required details of the member, such as the member's name, tier, point balance, preferred delivery channel, delivery channel details, such as the address, and so on.
- Checks the member's redemption eligibility.
The member's redemption request is processed only if the member's current status has no restriction on redemption activity. If the membership status is Due for Renewal, Terminated or Expired, then the member might not be allowed to redeem. The Check Redemption Eligibility business service retrieves the current membership status of the member and refers to the Status of Membership setup to check the restrictions that are set for that status. The loyalty program can call this business service just before providing a quotation to a member. This call enables the member to browse through the catalog and encourages the member to update the member's status to active, for example, by renewing the membership.
- The service agent searches from the products available and selects the product requested by the member.
- The redemption process obtains the redemption price.
The task UI then calls the Get Redemption Price business service to provide the member with the applicable price on the request date. Online stores normally show the static prices for orderable products. The Get Redemption Price business service is required if the loyalty program is to show the current prices (which might be different from the displayed prices), or to run a promotion.
- The Get Redemption Price business service:
- Refers to the product price.
The Get Redemption Price business service checks the partner product offering to validate the redemption for partner, product, and association effective dates and to get the pricing type. Based on the pricing typeset for the partner-product offering, the business service retrieves the prices for the product defined. If variable prices are set up, for example, different combinations of point type and a currency, then the business service can either get all the price combinations, or get the price only for the point type and currency selected on the online store.
- Checks if a promotion is applicable.
The business service checks whether there is a promotion applicable for the ordered product.
- Calculates the redemption price.
If there is an applicable promotion, then it calculates any discount on the order price or, based on the number of units being ordered for the same item, calculates the total price.
- Returns the redemption price.
- Returns the output of the calculation to the calling application, in this case the online store.
- The Check Price business service performs a points credit check.
This service checks whether the price options are valid, that is, whether the redemption can proceed using the price options for this member. It also returns the point balances of the member in all the applicable point types along with the points shortfall, if any. Finally, it invokes a points-to-pay conversion, as required, for any of the point types.
- The agent displays the price options.
The agent then gets the different price options in points plus pay in the Task UI along with the member's point balance. Using this information, the agent is able to advise the member of the right option in line with his current point balance.
- The member confirms the price.
The member confirms the price option and the service agent accordingly selects the same on the Task UI.
- The service agent:
- Confirms the address.
The service agent confirms the delivery address where the member prefers to receive his service voucher.
- Captures the credit card details.
The agent captures the member's credit card details for payment of the product he has selected.
- Siebel Order Management:
- Creates a quotation.
The Service Center Task UI calls Siebel Order Management to create a quotation, providing both the points as well as the pay amount.
- Checks for currency payment.
Siebel Order Management checks for the currency component of the price to calculate taxes.
- Calculates shipping charges.
Siebel Order Management calculates any shipping charges to deliver the product.
- Calculates the taxes.
Siebel Order Management calculates taxes on the redemption and returns the total quotation in points, pay and tax.
- Displays the quotation.
The Service Center Task UI displays the quotation from Siebel Order Management.
For more information on Siebel Order Management, see Siebel Order Management Guide.
- The member accepts the quotation.
The Member confirms the details of the quotation.
- The Credit Check business service verifies that the member has sufficient point balance to make the redemption purchase. If the member's point balance falls short of the points required, then the business service refers to the Loan setup at the member tier level. The service checks the extent of the maximum loan, and compares it with the redemption price (in points) to validate whether there are sufficient points to proceed.
- The service agent proceeds to fulfill the member's request.
If the credit check is successful, then the agent can proceed to fulfill the member's request. If the credit check is unsuccessful, then the service agent informs the member accordingly and the process is terminated.
- Siebel Order Management:
- Creates the order.
Siebel Order Management creates an order with the product as a line item.
- Processes the credit card payment.
The Task UI calls Siebel Order Management to process the currency payment.
- The Loyalty business service:
- Creates a redemption transaction.
If the credit card payment is successful, then the Loyalty business service creates a redemption transaction by debiting the member's point balance with the quoted price in points. It creates a redemption transaction for each order line rather than a redemption transaction for one order. The transaction stores a reference to the order.
- Issues a voucher for a redemption transaction based on the product type being redeemed:
- The product type is electronic voucher.
- The product is a bundled product (that is, it is a packaged product) and at least one of its constituent products is of type: electronic voucher. In this case, Siebel Loyalty issues one voucher for each constituent product of type electronic voucher.
- The Assign Voucher action is satisfied in any of the promotions while processing the redemption transaction, and the voucher type is specified in the promotion action (that is, the Use from Transaction flag is not selected). In this case, Siebel Loyalty issues a voucher only for the product of type electronic voucher. Even if this product is a bundled product, Siebel Loyalty does not issue vouchers for the constituent products of the product, even if they are of type electronic voucher.
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