Tour of Selio Loyalty

Understand How Loyalty Works

Set Up Loyalty Rules

View Customer Loyalty Status

Redeem a Loyalty Reward

Troubleshoot Selio Loyalty

Troubleshoot Selio Loyalty

Who is this article for?

Owners, managers, and support-facing team members investigating loyalty problems.

Troubleshoot Selio Loyalty

Reviewed by: Selio Support Team

Last updated: January 1, 1980

Summary

Separate setup issues from customer-specific issues so the team does not blame redemption for a rule or profile problem.

Identify the exact customer and loyalty symptom involved
Decide whether the issue looks like setup, visibility, eligibility, or redemption timing
Work from the customer profile and live loyalty state, not assumptions

Open the loyalty area or the affected customer profile.
Confirm the correct customer is linked to the current flow.
Review the active rule setup and the visible customer status.
Decide whether the issue is rule configuration, profile linkage, reward eligibility, or timing.
Correct what you can and retest the same customer flow.
Escalate with the exact customer context and symptom if the issue remains unresolved.

Loyalty does not appear: The customer may not be linked correctly or the program may not be active in the expected way.
A reward is expected but not visible: Recheck rule conditions and the customer’s actual status.
The wrong customer is being reviewed: Confirm identity before discussing or applying rewards.
Staff uses loyalty inconsistently: Standardize the lookup, review, and redemption sequence.