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Viewing the Processing Status for Loyalty Transactions

You can see if a transaction has succeeded or the reason it has been rejected by using the Processing Info view. This is useful while you are setting up and testing the product. You can also create responsibilities that expose this view to member service representatives, so they can see which promotions applied to a transaction, how many points each promotion gave, why a transaction was rejected, and so on.

To view the result of a loyalty transaction

  1. Navigate to the Loyalty Transactions screen.
  2. In the Transactions list, identify the transaction whose result you want to view and click the hyperlink in its Transaction Id field.
  3. Click the Processing Info view tab. This view has the following fields:
    • Processed Date. The day on which the transaction was processed.
    • Status and Substatus. These fields have the possible values described in Table 8.
    • Processing Error Info. This field has an error message on its first line. The rest of the field is context information that tells you when the error occurred; this is available only if the error occurred in the context of an action or criteria. This field can contain generic or Loyalty-specific error messages. The Loyalty-specific error messages are described in Table 9.

      NOTE:  The Status field is in the top applet. The other fields are in the lower applet. You can display this information for both accrual items and redemption items.

    • Promotions Processed. This field has information about which promotions were considered for the transaction and what each promotion resulted in. The information is available only if the transaction was processed successfully. First the promotions that qualified are listed with information about the actions being applied. Then the promotions that did not qualify are listed, grouped based on the reason they did not qualify.
Table 8. Status and Substatus Field of Processing Info View
Status
Substatus
Description

Processed

Success

The transaction was processed successfully and some promotions qualified for it.

Processed

No Promotions Qualified

The transaction was processed without any errors, but there were no promotions that qualified. This is not necessarily an error condition, but may point to some incorrect configuration like inactive promotions.

Rejected - Engine

Insufficient Member Balance

The redemption transaction attempted to redeem points from the member when the member did not have a sufficient point balance.

Rejected - Engine

Insufficient Point Blocks

The accrual transaction attempted to accrue points for a member when there were not sufficient points in the partner point blocks. This means that the promotion has run out of points and either needs to be made inactive or the partner needs to buy more point blocks.

Rejected - Engine

Program Inactive

The Program to which the transaction belongs is inactive and hence not loaded in the cache.

Rejected - Engine

Attribute Definition Inactive

The attribute definition that the criteria or action is looking for is not available in the context of the transaction being processed.

Rejected - Engine

Error

There was a generic error during transaction processing that is not specific to the engine. This can happen when there is some problem in the SRF such as a field on the business component is not properly configured and the engine attempts to use that field.
Table 9. Loyalty-Specific Error Messages in the Processing Error Info Field
Error Message
Description

Attribute $$$ not defined in current context.

 

Reason: This error occurs when a criteria or action references an attribute definition that is not available in the current context e.g. accessing a transaction attribute during promotion processing.

Solution: Check the definition of the action or criteria mentioned in the error message.

Attribute Definition $$$ is not active. Please check the configuration of your system.

Reason: This error occurs when a criteria or action references an attribute definition that has been made inactive.

Solution: Check to see if the attribute definition is active or not.

Calculation of Accrual Expiration Date failed.

 

Reason: This error occurs when there is no dominant tier available for determining the expiration period length for the member.

Solution: Check if the member has at least one active tier and if the tier class definitions for the program are active.

Point Type with Id $$$ is not available. Either it is incorrectly defined or it is no longer available.

 

Reason: This error occurs when the point type definition has been made inactive.

Solution: Check if the point type definition for the mentioned row id is active.

The action failed to evaluate correctly. Please check the action definition.

 

Reason: This error occurs when there was an error in the evaluation of the action.

Solution: Check the definition of the Action mentioned in the error message. Expose the Expression column in the Rule > Action List Applet and check if it is a valid expression.

The Loyalty Program with Id $$$ was not found.

 

Reason: This error occurs if the program itself has been made inactive.

Solution: Check to see if the Program is active or not.

The Loyalty Promotion with Id $$$ was not found.

 

Reason: This error indicates that the Promotion with specified row id is not available in the cache for processing. This error typically occurs in the context of bucket or tier processing when the promotion is not available because it is inactive.

Solution: Check to see if the promotion is active and refresh the cache by using the Activate button.

The Member does not have any Tiers that can qualify as a Dominant Tier.

 

Reason: All members should have a dominant tier. If not, then this error occurs when engine is trying to evaluate the expiration date of an accrual.

Solution: Make sure the member has a dominant tier, described in Defining Tier Classes and Tiers.

The object type $$$ is not supported by the Loyalty Processing Engine.

 

Reason: This error indicates that the value of the component parameter LOY - Engine Queue Objects specifies an object type that is not supported.

Solution: Check the value of the Component Parameter to ensure it uses valid object types.

The parameter $$$ required by the Loyalty Engine is not defined. Please check your system configuration.

 

Reason: This error indicates that the value of one of the component parameters is not specified or is specified but has an unacceptable value.

Solution: Check to see if the parameter mentioned in the error message has an acceptable value.

The process was unable to find an available server routing key to register. Please check the loyalty server key definition of your system.

 

Reason: This error indicates that the Siebel Enterprise has more processes running for the batch component as compared to the number of unique Server - Process # combinations.

Solution: Check the MinMTServers and MaxMTServers parameters settings.

The promotion definition you are trying to access is not available. It is either invalid or does not exist.

 

Reason: This error indicates that the engine is looking for a promotion that is not active.

Solution: This is most likely to happen in two scenarios - tier processing during which the engine looks for the promotion for that tier and the promotion is inactive. The other scenario is when a promotion gets activated just during the engine startup process. Users should avoid activating/deactivating promotions when the engine is being started.

The value of the parameter %1 required by the Loyalty Engine is incorrect. Please consult your documentation for additional information.

 

Reason: This error indicates that the value of one of the component parameters is not specified correctly.

Solution: Check to see if the parameter mentioned in the error message has an acceptable value.

There are not sufficient points available to redeem.

 

Reason: This error indicates that the member does not have sufficient points to redeem. This is an acceptable cause for failure of transaction processing.

Solution: Check the member's available balance and verify if the member should be making the redemption.

There are not sufficient points in the Point Blocks to accrue points for the member.

 

Reason: This error indicates that the partner does not have sufficient points to accrue from for the member and has run out of points.

Solution: Check the point blocks for the partner on the promotion mentioned.

  
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