1. Loyalty Administration Guide
  2. Reward Redemption

Reward Redemption

This task is step in Integration Process Flow.

Siebel Loyalty maintains the reward redemption catalog. The following reward redemption types are unique to CrowdTwist:

  • Sweepstakes

  • Digital Downloads

  • Coupon Codes

To allow customers to redeem diverse reward offerings, the following conditions must be met:

  • Set up these rewards in the CrowdTwist Control Center application with a zero-point redemption value. This is required because CrowdTwist does not hold the master record for point balances.

  • Siebel Loyalty must deduct the desired number of points in their system and initiate the CrowdTwist redemption process using the CrowdTwist User Redemption API (see https://docs.oracle.com/en/cloud/saas/marketing/crowdtwist-develop/Developers/UserRedemption.html).

  • For Digital Download and Coupon Code rewards, Siebel Loyalty must return the redemption data to the member (Download URL or Coupon Code). Sweepstake redemption returns a confirmation, but no additional data is required by the member.

The redemption process happens synchronously, where Siebel Loyalty incorporates the CrowdTwist User Redemption API call into their existing redemption flow. Redemption calls are rolled back if the CrowdTwist service is unavailable or the redemption fails.

Members do not have the ability to cancel CrowdTwist redemptions.

Reward Redemption Flow

As illustrated in the following image, the typical steps involved in the Reward Redemption (real-time) flow from Siebel Loyalty to CrowdTwist are as follows:

  1. The Siebel Loyalty transaction processing engine redeems the points for any Digital Reward (Sweepstake, Digital Download, or DigiCode) and then triggers OIC integration through the synchronous REST service.

    If successful, the digital reward details are stored at the transaction level and returned to the member. In case of error, the redemption transaction is rejected, and the redemption of the points is rolled back.

  2. OIC integration (Oracle Siebel LOY CT DigiRewards) looks up the CrowdTwist RewardId corresponding to the Siebel Product Id. It then invokes the CrowdTwist Reward Redemption API to get the requested reward details. Details of any errors are returned to Siebel Loyalty.

  3. CrowdTwist redeems the reward and sends back the Digital Code (in the case of DigiCode), Downloadable URL (in the case of Digital Download) or enroll (in the case of Sweepstake).


Reward Redemption Flow: This image is described in the surrounding text.

Troubleshooting Reward Redemption Failure

If transaction processing fails, then do the following:

  • Check the Transaction Processing Comments to identify the failed operation and the redemption error.

  • If the redemption process errors out, then make corrective action.

  • If there is a data error (for example: Siebel Product Id and CrowdTwist Reward Id is not mapped properly in OIC), then correct the error (for example: in OIC Lookup ORCL-BRT-PRODUCT_TO_REWARD_LOOKUP).

  • If the Transaction Status state is OIC Failure, then ensure that the OIC connection is working and that the integration is active.

  • If the Transaction Status state is CT Failure, then check the OIC CT connection (Oracle CrowdTwistRest Connection) and ensure that it is working.

Automatic Rewards

CrowdTwist supports automatic bonus point rewards. When an automatic reward is triggered (for a Birthday, Anniversary, or Tenure), the CrowdTwist member is awarded a bonus point activity. These bonus point activities are sent to Siebel Loyalty using the CrowdTwist Live Push User Activity (see https://docs.oracle.com/en/cloud/saas/marketing/crowdtwist-develop/Developers/LivePushUserActivity.html).