RewardTrax Frequently Asked Questions

GENERAL | ENROLLMENT MODULE | SALES AND DATA TRACKING MODULE
CATALOG MODULE | PREPAID CARD FUNDING MODULE | ADVANCED REPORTING MODULE

SALES AND DATA TRACKING MODULE

Q: What is a promotion?

A: A promotion allows you to give an award to a participant for a certain behavior during a certain period of time with sales promotions being the most common example. Participants are awarded for selling a certain product during a certain time frame. The award can either be points for use in the catalog or for dollars that will be loaded onto a prepaid debit card.

Q: What types of promotions can I run in terms of calculating the participant’s award?

A: RewardTrax offers a flexible system to calculate the award. There are currently seven different standard calculation methods and customized calculations can be added at little cost. Please call for more information about our calculation methods.

Q: What information can be collected?

Choose from our standard list of fields or create an unlimited number of customized fields and instructions. Our standard fields include advanced tools such as clickable calendars and clickable product lookups and searches.

Q: What information is required?

A: Different promotion types require different minimum fields to perform the award calculation. Beyond the minimum required for a promotion type you can specify which standard or customized fields are required.

Q: Is field validation available?

A: Yes. Field validation in the claims module works the same way as validation in the enrollment module.

Q: What happens if the participant does not enter the all the information or the information is incorrect?

A: RewardTrax claims go through a validation process when entered. The process includes validating the required fields and field formats, validating the sale date (where applicable) and validating the product/behavior entered. Invalid claims are rejected and the participant is asked to correct the claim. Invalid claims are never saved to the system.

Q: What are the different claim statuses?

A: A claim in RewardTrax goes through a validation process when it is entered. Valid claims go through an approval process before they are awarded to the participants account. The award can be in the form of points for use in the catalog or dollars that can be loaded onto a prepaid debit card. Claims go through the following cycle.

• Pending: This is a new claim that will be awarded during the next award period
• Audit Hold: This is a new claim that has raised an audit flag (see below) and requires additional action by the participant. An administrator will have to manually release this claim before it can be awarded.
• Review: These are claims that have been marked as ready and require final approval by the administrator.
• Paid: The claim has been awarded to the participant.
• Denied: These are claims that are marked by the administrator as denied.
• Expired: These are claims that have been on hold too long and are automatically marked as no longer valid.

Q: Can I create a customized a status?

A: Yes. However, you cannot change the meaning of a status as explained above, but you can customize what is displayed to the participant in the history and tracking table. For example in place of “Pending” you could show “New”.

Q: What tracking and history is available to the participant?

A: The history page shows each claim the participant has entered along with the current status and expected award or awarded amount. Each claim is clickable so the participant can see the full detail. A participant cannot edit a claim but they can cancel a pending claim and re-enter in the event of a mistake. Each detail page includes a print button in case backup is needed.

Q: What audit capabilities are available?

A: You can choose from the following options.

• Mark all claims for audit hold and review by administrator. Each claim on audit hold must be manually moved to a different status before it can be awarded.
• Flag only claims that meet a certain quantity threshold for review by the administrator. This threshold can be specified on a per product/behavior basis.
• Flag every X claim entered for audit. This allows a perceived randomness to the process because it is system wide and not per participant. A perceived random audit goes a long way to keep participants honest.

Q: What is the audit process?

A: You can specify custom audit instructions by using the content editor for the claim detail page. If a claim has a status of audit hold, the participant will see your audit instructions. If the participant follows the instructions to the administrator’s satisfaction then a claim can be moved form audit hold to pending. The administrator can also choose to change the status to denied.

Q: Can claims on hold be set to expire?

A: Yes. RewardTrax can be configured to automatically expire claims that have been on audit hold for more than the period specified by the administrator. These claims are marked as expired and the participant’s status will be changed to “On Hold”. All future claims for that participant will be put on audit hold regardless of the audit settings. This means that participants who ignore your audits will no longer be able to make claims without backup until you change their status.

Q: Can the system detect duplicates.

A: Yes. The simplest duplication check is based on invoice number, product, and participant combination. More advanced duplicate checking is available if you are using real time verification.

Q: What is real-time verification?

A: This is an optional feature that can be use by clients that have products that use serial numbers or coupon codes. RewardTrax allows you to upload serial numbers or codes for eligible products. During the claim process RewardTrax will collect a serial number and verify that is in the database (and optionally not already claimed). If a claim fails verification then it is not even allowed into the system.

Q: What is the work-flow of the award process?

A: The administrator must complete the approval process before a claim is awarded. To start the process, an administrator clicks a button that generates a pre-award report. This report changes all claims from “pending” to “review”. The administrator can remove any claims they don’t want to award by changing the claims status to “audit hold” or “denied”. To complete the approval process the administrator clicks another button that generates a final award report. All claims still marked as “review” will be re-marked as “paid”. The actual awarding of points or dollars occurs in a different module and the administrator should not pull the final report until the awards are complete.

Q: Besides pre-funding reports, what reports are available?

A: RewardTrax includes a set of standard reports for paid and unpaid claims. You can choose to filter each report by date, claims status, and dealer as well as grouping them by participant, product/behavior, or dealer. All reports are searchable and grouped reports have a clickable index. All reports in RewardTrax can be exported to Microsoft Excel or Adobe Acrobat.