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SFCC The Bay/ Everyday/ Zellers - Coggle Diagram
SFCC
The Bay/ Everyday/ Zellers
ENROLL
DESKTOP
New enrollment
Enroll to rewards program with a credit app
During loyalty enrolment, email# is not case sensitive
Accept T&C Digital for enrollment
If app declined, enroll as Tender Neutral
If app approved, link customer’s loyalty acc to cc acc
On enrollment, allow for alphanumeric capture of customer PII
onboarding
5 more items...
Inbetween trnxs
Customer lookup
Loyalty lookup via phone num, LN, FN, email add
Customer found
Lookup successful, display msg, login and proceed shopping
After login, display emp tier indicator to the acc profile
Customer not found
Create loyalty acc with new BIN only if T&C accepted
Allow existing customers to automatically enroll into the new program online, at launch
For customers with only loyalty accounts and no SFCC account , send email with auto generated password
For customers with only SFCC account and no loyalty account = (must be done a few weeks before launch) . System should allow customers to accept the new T&Cs, update all necessary details . Create a new account with new BIN number . Create wallet ID
For customers with existing loyalty accounts + SFCC accounts: allow customers to accept the new T&Cs , update all necessary details - migrate to the new account with new BIN number . Create wallet ID
Guest Checkout
No Loyalty card but always on 'JOIN' msg
Negative testing
Customer’s not allowed to add multiple accounts
under same email# or phone# to a single account
Bad credit card history, customer is not allowed for enrollment
Enroll
Identifying the customer
Identify enrolled customers on website
Display personalized/targeted offers from EE to the customer on offers tab
Allow customers to earn points through trnxs or events online
Credit customers to earn points through transactions - system will allocate point for online
EARN
Loyalty customer should be able to earn points regardless of any tender
(Include PayPal as a method to earn points along with other modes of payment
Personalized and targeted points offers are supported
offer activation via website
Points should not be redeemed if account is not on hold or if status is pending
Customers to only have to show their Hudson's Bay Neo Mastercard to earn rewards points in-store and online.
Customer will earn 2x points if identified as a NEO HB mastercard member
Allow for earning on personalised offers after offer activation
No points earned for purchasing gift cards
Members only earn points (Base/bonus) on total transaction value after discounts and before taxes, before shipping charges or eco tax/eco fees
Do not allow members to earn base points on any portion of the transaction that was PWP
Tender PWP - if order qualifies for bonus offer then bonus should be given
Points must be awarded to the Loyalty account associated with the Mastercard, regardless of the original Loyalty account identified in the transaction
If customer is signed in = then display estimated base earn + offers earn on PDP
RETURN
Adjust the Loyalty points after returns
reduction/Deduction)
The number of points you earned from that expense will be deducted from your rewards balance
Redeem/Burn
Redeem by primary account holder only
PWP will be active when accumulated point > 10000
Allow redeeming in multiple of 10000 points increments
PayPal + PWP should allow to earn points on PayPal amount
Member can only redeem (Pay with Points) in 10,000 point increments ($10)
PWP can apply only on the pre-tax amount
Accounts with Hold or Suspended status will NOT be allowed to redeem points
Redemption of points (PWP) or Donation to Charity will not be supported if the system is offline to Loyalty/EE
Customers will not be allowed to purchase gift cards with points. (PWP)
Redeem points online: $ value off on a purchase at the thebay.com (including Marketplace)
Redeem points through points exchange programs
Gifting/Transfer of points to a friend is N/A
MEMBER'S EXPERIENCE
Customer to sign in to their online account - thebay.com (including Marketplace) - via single sign on
Loyalty marketing banners across site (mass and targeted, personalized offers)
Update loyalty home page (rewards page on existing website)
All customer facing language must appear in English and French
Allow customer and associates to view program information in either French and English
Administration
Allow customer to manage their account online
Display points available on customer account and $ value that can be redeemed
Display tier of the customer (employee, member) Legacy loyalty account merged into new account . Display new account number
Display wallet for each customer online
Show points balance ,Display transactions that show earn and burn of points online, out of store, at store, partnerships or contact centre purchases
System must be capable to flag (manual or automatically) the customer to update or confirm PII, including email, mailing address, phone, or contact permissions.
System must be capable to prompt customers to update their PII when we get an email bounceback, returned mail or SMS bounceback.
Allow for PII updates to Loyalty from online account profile
Offers
The system must be able to support all offer types as detailed for Phase 1
Points Promotions targeted to a specific customer must have the option to be One time Use (OTU) / Use & Burn.