Reconstruct the eligible activity
Published September 10, 2026.
Confirm the member account, transaction date, eligible amount, channel, returns, and promotion terms. A receipt alone may not show exclusions or whether the purchase attached to another profile. Use the program record as the starting point and document conflicts.
Apply the right correction type
Distinguish missing base points, promotional bonuses, reversed points, and account-linking errors. Each may have a different posting window and approval path. Do not add a generic adjustment just to close the contact because it can hide the underlying defect.
If duplicate profiles contributed to the problem, complete an account merge safety check before moving balances.
The FTC advertising and marketing guidance provides context for clear promotion terms. Record unusual decisions in the policy exception workflow.
Confirm and monitor
Tell the customer the adjustment amount, posting status, and expected visible date. Record the rule, source transaction, approver, and correction identifier. Group repeat cases by promotion and channel so the loyalty owner can find broken tracking or unclear terms.
FAQ
Should agents add points while a transaction is still pending?
Only when program rules explicitly permit it. Otherwise explain the posting window and set a review date.
What prevents duplicate corrections?
Use a correction identifier linked to the source transaction and search existing adjustments before adding another.