Contents

1. Overview

This document oversees the scenarios of both cancellation and refunds for when guests earn points after an order has been delivered. It covers differences in both online and offline payment scenarios. Online payment: payment performed with a payment card (debit or credit), Sodexo Card, Cheque Gourmet Card. Offline Payment: cash or voucher card.

Please note if you would like to enable this behavior in your market, reach out to your CSM. Internal configuration is required to enable these scenarios.

2. Scenarios

All scenarios with a cancellation end with a refund, so that we clarify what would happen in the event of a refund. This does not mean that the scenarios are only valid if there is a refund at the end.

2.1. Order is delivered successfully

Steps

Expected Results

Guest places an mobile order for delivery, pays with a payment card (i.e. online payment), and:

  • Earns some points, for example 2000

  • Burns some points, for example 1500

  • Target net balance is +500

Points burned are removed from the loyalty points balance as soon as order is placed. Points earned are not credited at this point.

  • Guest balance is subtracted by 1500 points

  • Loyalty order transitions to a status of CONFIRMED

  • Balance is now -1500

Order is delivered successfully

Points earned are credited to the loyalty points balance at this point.

  • Guest earns 2000 points

  • Loyalty order transitions to a status of CLAIMED

  • Balance is now +500

2.2. Order is not delivered

2.2.1. Online payment

Steps

Expected Results

Guest places an mobile order for delivery, asks to pay with a card (i.e. online payment), and:

  • Earns some points, for example 2000

  • Burns some points, for example 1500

  • Target net balance is +500

Points burned are removed from the loyalty points balance as soon as order is placed. Points earned are not credited at this point.

  • Guest balance is subtracted by 1500 points

  • Loyalty order transitions to a status of CONFIRMED

  • Balance is now -1500

Driver or restaurant manager cancels the order (this scenario assumes that the guest already paid).

Points burned are not reversed. Points earned are credited.

  • Guest balance continues being subtracted by 1500 points

  • Guest balance is credited with 2000 points

  • Loyalty transaction remains in a status of CONFIRMED

  • Balance is now +500

Why? Because we want to credit earn when guests pay.

Loyalty transaction is refunded

Typically loyalty transactions are refunded when the order (i.e. payment) is refunded. However, it’s possible to refund only the loyalty points in the Support Tool, so we are ignoring payment refunds.

Executing the money refund results in refund of both money and points

  • Earn points are reversed

  • Burn points are reversed

  • Loyalty order transitions to a status of VOIDED

  • Balance is now 0

2.2.2. Offline payment

Steps

Expected Results

Guest places an mobile order for delivery, asks to pay with cash (i.e. offline payment), and:

  • Earns some points, for example 2000

  • Burns some points, for example 1500

  • Target net balance is +500

Points burned are removed from the loyalty points balance as soon as order is placed. Points earned are not credited at this point.

  • Guest balance is subtracted by 1500 points

  • Loyalty order transitions to a status of CONFIRMED

  • Balance is now -1500

Driver or restaurant manager cancels the order (this scenario assumes that the guest does not pay).

Points burned are reversed. Points earned were never credited.

  • Guest balance gets 1500 points back from burned points

  • Loyalty transaction remains in a status of VOID

  • Balance is now 0

Note that in this scenario it is not possible to refund the order. If a guest makes a complaint and Customer Support decides to give loyalty points to the guest, they can do so using the Support Tool. This action will not be associated with the order.

2.3. Cancellation after delivery

2.3.1. Online payment

Steps

Expected Results

Guest places an mobile order for delivery, pays with a payment card (i.e. online payment), and:

  • Earns some points, for example 2000

  • Burns some points, for example 1500

  • Target net balance is +500

Points burned are removed from the loyalty points balance as soon as order is placed. Points earned are not credited at this point.

  • Guest balance is subtracted by 1500 points

  • Loyalty order transitions to a status of CONFIRMED

  • Balance is now -1500

Order is delivered successfully

Points earned are credited to the loyalty points balance at this point.

  • Guest earns 2000 points

  • Loyalty order transitions to a status of CLAIMED

  • Balance is now +500

Support agent cancels the order (this scenario assumes that the guest already paid).

There is no change to the loyalty points balance.

  • Guest balance continues being subtracted by 1500 points

  • Guest balance is credited with 2000 points

  • Loyalty transaction status remains as CLAIMED

  • Balance continues to be +500

Loyalty transaction is refunded

Typically loyalty transactions are refunded when the order (i.e. payment) is refunded. However, it’s possible to refund only the loyalty points in the Support Tool, so we are ignoring payment refunds.

Executing the money refund results in refund of both money and points

  • Earn points are reversed

  • Burn points are reversed

  • Loyalty order transitions to a status of VOIDED

  • Balance is now 0

2.3.2. Offline payment

Note that in this scenario it is not possible to refund the order. If a guest makes a complaint and Customer Support decides to give loyalty points to the guest, they can do so using the Support Tool. This action will not be associated with the order.