socilogica Knowledge Base

How do I use the Rewardlogic Manager to find a specific customer?

You can easily find any customer in our system using the customer database on the VIP screen. It is possible to search using a wide variety of criteria including, but not limited to:
  1. Customer First or Last Name
  2. Membership #
  3. Amount a customer has spent (> or < a specific amount)
  4. Email address on file
Simply type in your search in the search fields and press Enter.

How do I backdate a customer in the Rewardlogic Manager?

It is extremely easy to backdate an existing member of the rewards program using the Rewardlogic Manager.
  1. On the VIP screen, find the VIP you are looking for by using any of the search fields.
  2. Click the customer's Membership # to open their VIP Details screen.
  3. Click the "Vip Actions" button at the top of their VIP screen.
  4. Select "Request Invoices" and enter the date that you would like the customer's invoices/membership to start from.
  5. Within 30 minutes, your DMS should send us the invoices from the new date forward, skipping any previously processed invoices, and the customer’s account will be automatically updated with the new points balance.
  6. That’s it! You’re done.

How do I see if a customer has a reward available in the Rewardlogic Manager?

  1. On the VIP screen, find the VIP you are looking for by using any of the search fields.
  2. Click on the customer's Membership # to open their VIP Details screen.
  3. If the customer has a Reward available to use, it will show on the right hand side of the VIP Details screen under Active Rewards as "Received. If the customer has enough points to accept a Reward but has not yet claimed it themselves, you will see a "Spend XXXX points to accept the reward." with a "Receive" icon next to it.
  4. You may also claim a custom reward using the "Spend XXXX points for a reward check of [$$$].”
  5. The progress towards any additional rewards will also be displayed.
  6. Clicking the "View" icon beside a "Received" reward will open the Claim Reward screen and will automatically copy the reward’s one-time use code into the “Claim Coupon” screen for you to redeem.
  7. Clicking the "Receive" icon beside the reward that they want to use will automatically spend the customer's points for them, change the status of the reward from "Available" to "Received", and refresh the page. The reward can then be redeemed using the "View" icon which will open the Claim Reward screen and will automatically copy the reward’s one-time use code into the “Claim Coupon” screen for you to redeem.

How do I see if a customer has logged in to the customer website or App using the Rewardlogic Manager?

  1. On the VIP screen, find the VIP you are looking for by using any of the search fields.
  2. Scroll to the far right side of the page to view the "# of Logins” and "Last Login" columns:
        a) If "Num Logins" has a numerical value other than "0" then the VIP has logged in. If the "Last Login Date" is a date value, and not a blank field, then the VIP has logged in.
        b) If "Num Logins" shows "0" then the VIP has never logged in. If the "Last Login Date" is a blank field, then the VIP has not logged in.

How do I update a customer’s email address?

  1. Update the customer's Email address in the Customer's account in your DMS. This must be done first or the next time we receive data from your DMS it will overwrite the changes in the Rewardlogic Manager.
  2. In Rewardlogic Manager, edit their details from the VIP screen. Find the VIP you are looking for by using any of the search fields.
  3. Click their Membership # (hyperlink) to view their VIP details screen.
  4. Update their Email address using the orange "VIP Actions" button at the top of their VIP screen and select "Edit VIP" from the options.
  5. Copy their new Email address into the Email field.
  6. Ensure that Communication Method = Email.
  7. Press "Save" button.

How do I re-send an email to a customer in the Rewardlogic Manager?

  1. On the VIP screen, find the VIP you are looking for by using any of the search fields.
  2. Select the checkbox beside the VIP, and then use the "Actions" button to "Email Selected" and select the email Template you wish to resend.
  3. Click the Next button to continue.
  4. Click "Send Email" to send the email.
  5. The page will display a Successful message.

How do I merge duplicate accounts in the Rewardlogic Manager?

  1. On the VIP screen, find the 2 VIPs you are looking for by using any of the search fields.
  2. Open each VIP details screen in a separate tab, and determine which account is the Primary/Active account.
  3. On the Secondary account, you will subtract the customer’s points for both Rewards Points and Secondary Points so that they have a 0 points balance.
  4. Use the Vip Actions button to Edit VIP and set the Secondary account to Inactive.
  5. On the Primary account, add the points from the Secondary/Inactive account for both Rewards Points and Secondary Points.

How do I issue a Coupon Run in the Rewardlogic Manager?

  1. On the Communication screen, under the “Spend Points” tab, set the minimum dollar value of coupons to generate (recommended is a minimum of $15).
  2. The screen will display the number of coupons that will be generated, reflecting the number of customers who have a points balance worth at least $15.
  3. Press the Generate Coupons button to start the coupon run. The system will begin to generate the coupons and spend the points for the affected customers.
  4. Once the number of coupons to generate is back at 0, switch to the “Send Coupons” tab.
  5. Export the PDF files of the coupons for your customers who are Post customers so that you can print and mail their coupons.
  6. Email PDF Coupons to the customers who have an Email address on file so that they receive the notification that they have a coupon available to use.

How do I use the Rewardlogic Manager to send emails to my customer database?

  1. On the Communication screen add your Email template (should be in both HTML and text format).
    a. If you are not familiar with creating HTML emails, please contact us for assistance.
  2. Once you have added your Email template, go to the VIP screen to select your customers. You can select specific customers based on membership level, amount spent, or any other search fields, or you can email your entire database.
  3. Once you have selected your target customers, use the Actions button to “Email Selected”.
  4. Select the Email template you have added and press Next to review your selection.
  5. Press Send Email

How do I help a customer who is having trouble logging on to the customer website or App?

  1. On the VIP screen, find the VIP you are looking for by using any of the search fields.
  2. Open their VIP Details screen and confirm that the customer has not already logged in by checking that the Access Code does not show “Used”.
  3. If the Access Code does not show “Used” but instead reflects the unique 6 digit code assigned to the customer’s account, provide them with the code.
  4. Confirm the following details:
    a. The customer website link matches your program setup
    b. They have selected your location and can see your program information at the top of the screen
    c. Their Membership/VIP #
    d. Their Access Code
  5. Once they press Submit, they should be automatically redirected to the main screen. If they are not, have them press Refresh on their website browser and they will see their card and points.

How do I help a customer who wants to know why they do not have any points?

  1. On the VIP screen, find the VIP you are looking for by using any of the search fields.
  2. Open their VIP Details screen and use the VIP Actions button to find their Transactions history.
  3. Review the customer’s purchase history – any eligible invoices will be reflected along with a breakdown of where points were earned.
  4. The most common reasons for a customer to not have received points are:
    a. The invoice had a discount applied
    b. The invoice was made under a different account than the VIP’s primary account (check for duplicates and follow the steps to merge the accounts)
    c. The invoice was not an eligible invoice because of the program configuration
    d. The invoice is not yet fully Closed (i.e., products may still be on order)
  5. All reasons except for the last option will show in the far right hand side of the Transactions screen for easy access.

How do I help a customer who cannot remember their password for the customer website?

Confirm which method the customer used to login. If they used Facebook, Google +, or Windows Live accounts, their password for the customer website is the same as the password for those accounts. If they used the customer website to setup a new free account, then you can walk them through resetting their password. 1. Have the customer go to the customer website. On the main screen, they will see a “forgot password?” option. 2. Have them enter the email address they used to register for the program. 3. Have them press the “Email password reset link” button. They will receive the email within 2-3 minutes.

How do I register my account for the first time?

1. Go to riversiderewards.com 2. Choose your method to logon (Google, Windows Live, Facebook or your own) 3. Add you information as requested by the following screens 4. Agree to receive occasional email from Riverside Rewards like points updates and rewards (you can manage what sort of email you receive at any time). 5. Select Riverside or one of their other partner locations from the dropdown list (figure 1) 6. Enter your membership number and access code (you can find this in your welcome email – if you can’t find your email simply send us an email and we will send you your info (figure 2) 7. Click the Submit button and in a few seconds you will have your new card and access to your App (figure 3)