...

Cancellations and refunds

...

• There are no gaps with cancellations and refunds initiated by the POS, since they will use both the RBI and SessionM API’s

• For cancellations and refunds currently handled in SessionM, during the transition period support staff will continue to use SessionM and, in addition, will repeat the operation on the RBI Admin Tool

• This will guarantee that cancellations and refunds result in the same loyalty points balance in both RBI and SessionM

Overall Plan

This is the overall plan agreed with RBIberia for the loyalty system migration:

...

• Whether expiring points is required, and if so in which phase(s)

  • Points expiry

    • Proposal not to expire points either on RBI or SessionM, to avoid potential discrepancies

    • This is possible to configure in SessionM

    • ACTION: Valentina to confirm whether this is possible or requires development

    • In RBI Loyalty, points will be configured to expire after 6 months of the points’ issue date, grouped to the end of the month. This means that points accrued on the 15^th of January would expire on the 30^th of June

    • ACTION: Zaira to confirm with RBIberia Legal whether the privacy policy needs to be updated to reflect the monthly grouping

• How do we handle scenarios where guests change loyalty tiers?

  • Loyalty tiers

    • Proposal to disable downgrades from Superking to King during the migration, to avoid guest frustration since they won’t be able to burn

    • Upgrades from King to Superking still allowed

    • ACTION: Zaira to confirm whether this is possible on SessionM

    • ACTION: Valentina to confirm whether this requires development

  How do we handle order cancellations and refunds?

  • Cancellations & refunds

    • There are no gaps with cancellations and refunds initiated by the POS, since they will use both the RBI and SessionM API’s

    • For cancellations and refunds currently handled in SessionM, during the transition period support staff will continue to use SessionM and, in addition, will repeat the operation on the RBI Admin Tool

    • This will guarantee that cancellations and refunds result in the same loyalty points balance in both RBI and SessionM

Next actions

• Phase 0:

  • Confirm that we can retrieve loyalty data from SessionM to be ingested by RBI (Miguel-Romero, Almudena)

• Phase 1:

  • Confirm that the existing user sync endpoint can be modified to return the RBI Loyalty ID in addition to the Cognito ID (Miguel-Romero, Almudena)

  • Confirm that Get User Details returns the loyalty points balance and tier (Silva, Carlos)

  • Share testing environment details with all vendors (Lopes da Costa, Valentina)

  • Provide example payloads for endpoints not documented in the standard Loyalty API documentation (Francisco Paglia)

• Phase 2:

  • Define how rewards will be handled (Silva, Carlos)