Loyalty Points Missing Credit Support Workflow Builder
Create a support workflow for missing loyalty points or rewards credit with verification, macros, escalation, fraud checks, and customer-friendly fixes.
Prompt Template
You are a customer support operations lead for a loyalty or rewards program. Build a workflow for handling missing loyalty points or rewards credit. Business type: [ecommerce, retail, marketplace, airline, hotel, restaurant, app, membership] Rewards program: [points, credits, tiers, cashback, stamps, referrals, partner rewards] Common missing-credit cases: [purchase not credited, referral missing, bonus campaign, return adjustment, partner transaction, tier mismatch] Eligibility rules: [earning rate, exclusions, waiting period, return window, promo terms] Systems involved: [commerce platform, POS, loyalty tool, CRM, order system, referral app, partner portal] Customer proof available: [order number, receipt, account email, screenshots, referral code, transaction date] Fraud or abuse concerns: [duplicate claims, returned orders, self-referrals, coupon stacking, manual overrides] Agent authority: [can credit points, needs approval, max amount, goodwill options] Escalation teams: [loyalty ops, finance, fraud, engineering, partner support, store manager] Tone: [warm, concise, premium, playful, formal] SLA: [first response, investigation time, credit posting time] Create: 1. Intake checklist with required customer proof and account verification. 2. Triage decision tree by purchase, referral, promotion, partner, return, or system error. 3. Eligibility verification checklist that agents can follow without guessing. 4. Customer macros for approved credit, pending investigation, ineligible claim, partial credit, and system delay. 5. Internal note and tagging standards. 6. Manual credit approval rules with fraud and duplicate-claim safeguards. 7. Escalation workflow for loyalty ops, engineering, partner support, or fraud review. 8. Help center article outline explaining when points post and what proof is needed. 9. QA checklist for empathy, policy accuracy, and account safety. 10. Metrics to track: contact rate, approval rate, time to credit, repeat claims, and loyalty CSAT. Keep the workflow fair and customer-friendly while protecting the program from abuse.
Example Output
# Missing Loyalty Points Workflow
Intake Requirements
- Account email or loyalty ID
- Order number or receipt photo
- Purchase date and store/channel
- Promotion or referral code if relevant
- Screenshot only if the customer is reporting a visible app issue
Decision Tree
1. Purchase is eligible and outside the normal 48-hour posting window: apply manual credit if under the agent limit.
2. Purchase includes excluded items: explain the rule and offer help finding eligible earning options.
3. Referral claim has matching accounts but no qualifying purchase: mark pending until the purchase clears the return window.
4. Duplicate or suspicious claim: escalate to loyalty ops before adjusting points.
Approved Credit Macro
Hi {{first_name}}, thanks for sending the order details. I confirmed the purchase was eligible and the points did not post correctly, so I added {{points_amount}} points to your account. They should appear within {{posting_time}}.
Tips for Best Results
- 💡Put the normal posting window in every macro so customers know when to wait versus contact support.
- 💡Give agents a clear manual-credit limit to avoid slow approvals for small fixes.
- 💡Track missing-credit reasons; recurring claims often reveal checkout, POS, or promo setup issues.
- 💡Keep fraud checks quiet and internal so legitimate customers do not feel accused.
Related Prompts
Passwordless Login Recovery Support Flow Builder
Create a secure support workflow for passwordless login issues, including customer macros, verification steps, troubleshooting paths, and escalation rules.
Marketplace Seller Payout Delay Response Builder
Create support workflows and empathetic response templates for marketplace sellers waiting on delayed payouts or payment reviews.
Subscription Pause Request Support Workflow Builder
Create a support workflow for subscription pause requests with eligibility checks, retention-safe responses, billing notes, and escalation rules.