Reward Fulfilment
The Loyalty Engine provides a seamless gift card fulfilment service in partnership with our fulfilment partner, Runa. This service allows users to redeem gift cards efficiently, with a variety of brands to choose from. Here’s what you need to know about our gift card fulfilment process, availability, and management.
Getting set up
Provide a Year 1 Spend Forecast: Share your forecasted gift card spend for the first year with your onboarding manager, along with your initial float value to ensure your account is funded adequately.
Account Setup Timeframe: Account setup can take up to two weeks. It will then take some time to top up your float, so it's important your respond in a timely manner to any questions from your onboarding manager. Once your account is configured, you’ll have access to the “Gift Card” reward type within the Loyalty Console.
Adding Gift Cards: In the Loyalty Console, you can search the Runa gift card catalogue to select the specific gift cards you’d like to offer as rewards. Each gift card can be assigned a points cost based on your program’s reward structure.
Gift card fulfilment & delivery
Gift cards redeemed through the Loyalty Engine are delivered via email by Runa. The email’s look and feel can be customised directly in the Runa portal, allowing you to brand the delivery to match your program.
For those who prefer to send the gift card link in their own communications, Runa emails can be disabled, and the gift card URL can be accessed directly through the benefit created in the Loyalty Engine.
Customizing the Runa redemption experience
You can customize the look and feel of the gift card fulfilment emails and links sent by Runa using the templates feature in Runa. Once you've created your template in Runa, copy the template ID and enter it in your Runa integration settings in the Loyalty Console.
Delivery methods
Delivery method refers to the manner in which an end-user receives their gift card reward. You can choose between direct or email:
Direct
In all cases, once a gift card reward is purchased by the end-user the gift card link is stored in a benefit within the Loyalty Engine. You can obtain the link from the benefit to display in your customer interface, or send using your own email service.
Email
Selecting 'email' causes Runa to distribute an email featuring the gift card link to the user immediately on reward purchase (using your template settings if specified). This is convenient if you don't want to setup your own email distribution service for gift cards.
Brand selection & approval
Gift card selection and availability are subject to change and may vary by region or season. Some brands require prior approval to participate in loyalty programs, and any necessary approval requests can be made in the Runa portal.
Before submitting a request for brand approval, speak with your account manager for best practices on navigating the approval process smoothly.
Please note:
The approval process is determined by the individual brand, not by White Label Loyalty.
Approval timelines vary widely, potentially taking from one week up to several months.
Because brand availability and approval processes are outside of WLL’s control, we cannot guarantee specific brand availability
Delivery timing
Gift cards are generally available to users immediately upon purchase. However, in rare instances, a gift card may be delayed, resulting in the user receiving a message stating that their gift card will be available soon.
When this occurs, the gift card is typically delivered within 24 hours and rarely exceeds a five-day delay. A support ticket should only be submitted to WLL Support if the user’s gift card remains unavailable for more than five days after purchase.
Float management
Maintaining an adequate float balance is crucial for seamless gift card fulfilment. To top up your float, request a float top-up from your account manager, who will notify you when your balance runs low.
Processing a float top-up can take between 2 to 6 weeks, depending on your payment timelines. Therefore, it’s essential to maintain a balance that covers several weeks of anticipated redemptions.
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