Okendo Loyalty allows merchants to monitor and manage various aspects of their loyalty program. In this guide, we'll explore how merchants can use different views and reports to ensure their loyalty program is a success.

In this article, you'll learn about:

The Members View
The Activity View
The Performance Dashboard

The 'Members' View

To view loyalty members, navigate to Okendo Admin and click on Loyalty > Loyalty > Members. In the Members view, you can see a list of all members, that have interacted with your loyalty program.

The 'Members' view also includes the following details:

Status: Members that have enrolled, members that have earned points, but HAVE NOT opted in to the loyalty program (aka pending) and any blocked members
Points Balance: The current points balance of each member
Total Points Earned: The total number of points earned by each member. Can include points for purchases prior to enrolment and/or program launch (if program backdate is enabled)
VIP Tier: The current tier status of each member. This field will only show if VIP Tiers are enabled in the Loyalty program
Last Active: The date the member last interacted within the Loyalty program

You can filter the list of members based on the following criteria:

Status: Pending, Enrolled or Blocked
Last Active Date: All time, Today, Yesterday, Last 7 days, This month, or a custom date range
VIP Tier: Tiers, as determined by the merchant

You can also search for members by email address.

Clicking on a member's name will redirect you to their profile in Okendo Admin under Profiles > Customers > Profiles.

The 'Activity' View

To view member activity, navigate to Loyalty > Loyalty > Activity. In the activity view, see all earning, redemption, and adjustment activities by your members.

The 'Activity' view also includes the following details:

Event: The event classification (Earning, Redemption or Adjustment) and the rule type (e.g. Placed an Order)
Status: Whether the event has been Completed, is Pending based on meeting additional rule criteria (e.g. wait times set up on an earn rule) or has been revoked (Declined by the merchant)
Points: Points earned or used, per event
Date: Date of the event
Actions: Additional actions that can be taken, per event

You can filter activity results based on the following criteria:

Event: By Earning, Redemption or Adjustment event
Status: Complete, Pending or Declined.
Date: All time, Today, Yesterday, Last 7 days, This month, or a custom date range

You can also search for activity by email address.

Loyalty Program Adjustments

'Remove Points Earned' adjustment

You can remove points awarded, through a Remove Points Earned adjustment. This is useful in instances where you suspect points may have been fraudulently earned. To do this, simply select against an earning event in the activity view. The following option should appear:

Once selected, the following adjustment screen will appear. Both a member-facing (shown in the member's activity history) and internal reason for change (shown in activity view) can be entered, before selecting Remove Points.

Once Remove Points is selected, the following occurs:

This event is marked as Declined (you can hover over to view both the member-facing and internal reason for change)
The customer’s points balance is reduced by the points in the adjustment

⚠️ NOTE

Rewards redeemed using these points, will NOT be revoked.

'Refund Redeemed Reward' adjustment

You can also refund rewards, through a Refund Redeemed Reward adjustment. This is useful in instances where a member may have incorrectly selected a reward they no longer wanted. To do this, simply select against an redemption event in the activity view. The following option should appear:

Once selected, you may see one of two adjustment screens.

For Unused Rewards

If selected against an unused redemption, you will see the following. Both a member-facing and internal reason for change can be entered, before selecting Revoke Unused Coupon and Refund Points.

Once Revoke Unused Coupon and Refund Points is selected, the following occurs:

This event is marked as Declined (you can hover over to view both the member-facing and internal reason for change)
The unused reward is revoked
Points are refunded to the member's points balance

For Used Rewards

If selected against a used redemption, you will see the following:

Again a member-facing and internal reason for change can be entered, before selecting Refund Points.

Once Refund Points is selected, the following occurs:

This event is marked as Declined (you can hover over to view both the member-facing and internal reason for change)
The used coupon is NOT revoked
Points are refunded to the member's points balance

Performance Reporting

You can also view the performance of your Loyalty program through Performance reporting. To access this, go to Loyalty > Loyalty > Performance.

Performance Reporting is broken into two sections:

Current Metrics: In this section, you can get a quick snapshot of member totals (broken down into enrolled and pending statuses and VIP tiers), total enrolled members who have enough points to redeem a reward and total member points balance.
Time Series Metrics: For a selected period (defaults to 30 days), view the total number of new members, members earning and members redeeming, a breakdown of earn and redeem activities incurred and a breakdown of points earned and redeemed, grouped daily.

Earn and Redeem Activities

Earn and redeem activities can be shown by the number of times each were incurred or by their points equivalent. Simply select Count (number of times incurred) or Points (equivalent points value) in the upper right hand corner of this section.

You can also change the visualisation of this section by selecting either (bar chart) or (pie chart)

Points Earned vs Points Redeemed

You can use the Points Earned vs Points Redeemed chart to view points movements, grouped daily. This will allow you to get a better understanding of redemption rates and the impact of any campaigns and promotions designed to boost earning and redemption activity.

You can toggle off/on Earned Points or Redeemed Points series, by selecting

or buttons, in the top right hand corner.

If you have any specific questions or need further assistance, feel free to reach out to our support team.