Bookshelf v8.1/8.2: Sequence for Redeeming a Tangible Product Through a Web Store

Siebel Loyalty Administration Guide > Setting Up Siebel Loyalty Redemptions >

Sequence for Redeeming a Tangible Product Through a Web Store

Once the loyalty administrator has set up the redemption points and the pay price list, the members can pay in points or a currency to redeem a desired tangible product. The following sequence describes the how the member interacts with Siebel Loyalty to redeem points for a tangible product:

The member signs into the online store using the Member Portal, a Contact Center-based task UI, or a third-party system.
Siebel Loyalty:
1. Identifies and authenticates the member at the Loyalty Web site.
2. Obtains the member's information.
  The member initiates the redemption process either by calling the contact center or a travel agent, or by signing in to the Loyalty Web site. If the member uses the Web site or a travel agent, then the third-party system needs to obtain the member information after identifying the member, to facilitate the redemption process. The Loyalty business service then displays the required details of the member such as the member's name, tier, and point balance, preferred delivery channel, delivery channel details such as the member's address, and so on.
3. 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.
4. Displays the member's information.
The member does the following:
1. Browses through the online store catalogue.
  The member browses through the selection of products available and adds the desired products for purchase into a shopping cart. The member can add and amend his cart at any time prior to confirming his order.
2. Selects the desired product or products in the product catalog in the Member Portal.
Siebel Loyalty calls the Get Redemption Price business service to provide the applicable price for the product on that date, to the member. Online stores normally show the static prices for orderable products. The Get Redemption Price business service is required for the loyalty program to display the current prices (which might be different from the displayed prices) or to run a promotion.
The Get Redemption Price business service:
1. Refers to product base price.
  The Get Redemption Price business service checks the partner product offering to validate the redemption for partner, product, association effective dates to get the pricing type. Based on the pricing type set for the partner-product offering, the business service retrieves the prices for the product that is defined. If variable prices are set up, that is, different combinations of point type and currency, then the business service can either obtain all the price combinations or obtain the price only for the point type and currency selected for the online store.
2. Checks whether a promotion is applicable.
  The business service checks whether there is a promotion applicable for the ordered product.
3. Calculates the redemption price.
  If a promotion is applicable to the product, then Get Redemption Price calculates any discount on the order price, or based on the number of units being ordered for the same item, calculates the total price.
4. Returns the redemption price to the online store.
  Get Redemption Price returns the output of the calculation to the calling application, in this case, the online store.
The online store displays the price options.
The online store displays the various price options to the member. The catalog UI has a Pay field in the price options table to show the points-plus-pay option. The table displays all the prices that are set for a given program, partner, and product combination, in different point types and currencies. For example: 10,000 Miles, 8,000 Miles and US$40, 5,000 Miles and 30 Euro, 100 Francs, and so on.
The member:
1. Selects the price option and adds the product to the shopping cart.
  The member selects the price option that best suits the member (based on the member's current point balance), and adds it to the member's shopping cart.
  
  The List Price field displays the currency component of the redemption price, if the member chooses the Points plus (+) Pay option. The base List Price is defined in the product and is modified by any applicable promotion. The Current Price field is used to display the currency price, which the member needs to pay. The Current Price can be the same as or different from the List Price. If it is different, then the loyalty program compares the points part of the redemption price with the member's point balance and, if the balance is less than the points required, then the difference is converted to a currency amount by using the cost for each point.
  
  The following is an example of how Siebel Loyalty calculates the current price:
  - Redemption price (List Price) : 10,000 plus $20.00
  - Member's point balance : 5,000
  - Point difference : 5,000
  - Cost per point: $0.04
  - Cost for point difference: $200 (5000 points * $0.04/point)
  - Current price: $220 ($20 from redemption price plus $200 for point difference)
    Once the member adds the item to shopping cart, the product name and the current price is displayed in the cart.
2. Checks the Shopping Cart.
  The member confirms the details of the member's order. If the member amends the quantity to purchase, then the modified price in points or points-plus-pay displays. If the member is satisfied with the order details, then the member can click Check out to proceed.
  
  Alternatively, the member can click Save Cart to save the current shopping cart for processing at a later time, or click Empty Cart to clear the shopping cart and not place any orders.
3. Confirms the delivery address for the purchase.
  The member enters the preferred delivery address for the product purchase. In some cases, the member has an additional option to select from the last four addresses for previous product purchases.
  
  NOTE: This step is not applicable to the Member Portal.
4. The member enters the credit card details.
  If the purchase involves currency payment, then the member either selects and confirms existing credit card information, or provides new credit card information.
The online store creates a quotation.
The online store calls Siebel Order Management to create a quotation that provides both the points and currency payment amount as input parameters.
Siebel Order Management:
1. Checks and calculates any shipping charges.
2. Checks and calculates any required taxes.
  Siebel Order Management checks for the currency component in the price to calculate the taxes required for the purchase.
3. Calculates the taxes.
  Siebel Order Management calculates the taxes owing on the purchase and returns the total quotation in points, pay and tax to the online store.
  
  For more information on Siebel Order Management, see Siebel Order Management Guide.
The Online store displays the quotation returned by Siebel Order Management.
The Online store displays the quotation in the Order Summary page.
The member:
1. Checks the Order Summary.
  The member ensures that the order and delivery address details are correct before confirming the order.
2. Confirms the order.
  The member confirms the order.
Siebel Loyalty calls the Credit Check business service to check the member's credit.
Siebel Loyalty calls the Credit Check business service to verify the member has sufficient points to make the redemption purchase. If the member has fewer points than required, then the business service refers to the Loan setup at the member tier level. The Loan setup checks the extent of the loan to be extended to the member and compares it with the redemption quotation for validation. The business service is described in detail in Sequence for Loyalty Credit Check. The credit check has the following results:
- If the credit check is successful, then the member can proceed to complete the order.
- If the credit check fails, then Siebel Loyalty informs the member accordingly, and ends the process.
Siebel Order Management creates the order.
Siebel Order Management creates an order number with the product as a line item, price and shipping details. For more information on Siebel Order Management, see Siebel Order Management Guide.
Siebel Order Management processes the credit card payment:
1. Siebel Order Management initiates the collection of currency payment through the payment gateway. If the payment is successful, then Siebel Loyalty proceeds. If the payment fails, then Siebel Loyalty updates the payment status accordingly, and ends the process.
2. If the credit card payment is successfully processed, then Siebel Order Management calls the Loyalty business service to create a redemption transaction to debit the member's point balance with the quoted price in points. If the credit card processing fails, then Siebel Loyalty updates the payment status accordingly, and ends the process.
3. Siebel Order Management returns the order number and the payment reference number (for the credit card payment) to the calling application, which in turns provides the order invoice to the member.
4. Siebel Order Management initiates the shipment of the purchased item to the member's delivery address.
  For more information on Siebel Order Management, see Siebel Order Management Guide.

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