Some offers and campaigns are meant to be used or redeemed only in-store, online or both. If this is set, incorrectly, this will cause guests to reach out for support when trying to use the redeemable or offer.
There are several places that online-only can be specified for different types of campaign/redeemable setups. This is where to look in these scenarios:
- Online Order confirmation when the guest navigates to Rewards > Redeem. The guest will attempt to redeem, and will receive:
- The above can be resolved by navigating to the redeemable under Settings > Redeemables, edit and go to Page 3/Validity. Near the bottom are attributes - Online Ordering is one of these. You can simply uncheck and click finish.
- Another error the guest might see is when they are attempting to redeem an Online offer in-store; they will receive an error at the POS when they scan the redemption QR code.
- This would indicate that the offer has an associated Qualification Criteria(QC) with a receipt attribute of Channel: OnlineOrder. If this is meant for Online Order redemptions, you may want to add another Offer/QC that does not have this attribute. If not, then you can remove and update to resolve.
- The last way this could manifest is within the campaign. If your user is trying to click the Call-to-Action(button) from a rich message and is being directed to Online Ordering within the app, this is set using a deep link in the campaign.
- If this is a campaign meant for in-store or online use, you would likely want to make the Call-to-Action {{{offers_deeplink}}} in order to take them directly to the offers page. If it is meant for Online Ordering only, you would want to use {{{online_ordering_deeplink}}} to lead guests directly to Online Ordering in-app.