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Troubleshoot Selio Loyalty

Who is this article for?

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

Troubleshoot Selio Loyalty

Summary

Troubleshoot loyalty issues quickly so your team can keep customer rewards, program visibility, and service flow accurate.

Before you begin

  • Identify the exact loyalty issue first
  • Confirm which customer and which service flow are affected
  • Check whether the issue is about setup, visibility, eligibility, or redemption
  • Make sure you are reviewing the correct customer profile and business setup

Steps

  1. Open the loyalty area or affected customer profile in Selio.
  2. Confirm the customer is correctly identified.
  3. Review whether the loyalty program is enabled and configured as expected.
  4. Check the visible loyalty status or available reward carefully.
  5. Confirm whether the issue is in setup, customer linkage, reward eligibility, or redemption timing.
  6. Correct the visible issue if your role allows it.
  7. Escalate internally or to Selio Support if the problem continues after profile, setup, and redemption checks.

Troubleshooting

  • Loyalty does not appear for the customer: Confirm the customer is correctly linked and the loyalty program is enabled.
  • A reward is expected but not visible: Review the configured loyalty rules and the customer’s current status before assuming there is an error.
  • The wrong customer is being checked: Verify identity before reading or redeeming anything.
  • Staff applies loyalty inconsistently: Standardize one clear service rule for customer lookup, loyalty check, and redemption.
  • Managers cannot explain the issue clearly: Separate whether the problem is setup-related or customer-specific before escalating.

Related articles

Set Up Loyalty RulesView Customer Loyalty StatusRedeem a Loyalty RewardUse Customer Profiles in ServiceTroubleshoot Customer Profiles