Effective Period: 07 July to 10 July 2025
System Restoration Date: 11 July 2025 (Partial) | Full Wallet/Points Reflection: Within 3 Days (By End Of Day 10 July 2025)
New Loyalty Platform Link for CSAs: https://bfl.reciproci.com/admin/
Overview:
As part of our commitment to enhancing customer experience, we are migrating to a newly revamped Loyalty Program designed to provide better features, improved usability, and more rewarding benefits for our customers. The new system will integrate loyalty, wallet, and promotional credits into a unified experience, with improved accessibility across all platforms (app, website, and in-store).
Key Impacts During Migration (07–10 July):
Loyalty points, wallet balances, and related features will not be visible or accessible on app, website, or in-store systems.
Usage of wallet and loyalty points for purchases will be temporarily disabled.
Refunds to wallet at stores will not be possible during this window.
Online returns collected from customers may experience delays in processing and refunds due to back-end dependency.
Promotional vouchers tied to wallet/points may also be inactive temporarily.
Manual returns or exchanges requiring wallet refunds should be held or redirected to card refund where applicable.
Discrepancy in their loyalty points and wallet balance
Loyalty section not visible in the app or account
Inability to update account profile information
Wallet redemption unavailable for both online and in-store purchases
Gift card redemption temporarily disabled
As of 07 July 2:00 PM GST, customers may experience issues with:
Online return transactions
In-store purchases using "Redeem Wallet" via app
If a customer insists on proceeding with a transaction or return during this period, kindly inform them that the process is likely to fail, and we will not be able to acknowledge or resolve any related issues until the migration is completed. Customers are encouraged to retry the activity on 09 July or after the migration ends.
Post-Migration Timeline & Clarifications:
Loyalty and wallet balances as of 06 July will be reflected from 11 July onward.
Any new points or wallet credits (earned between 07–10 July or due from refunds during this time) may reflect within 3 days post-migration.
System delays may occur on 11–13 July due to cache clearing, sync refresh, and load handling.
Edge Cases and Special Conditions:
Customer Refund Expected to Wallet but Reflected on Card:
Explain that as part of the migration, all refunds were routed to the original payment method to avoid disruption.
Partial Refunds Initiated Before 07 July but Not Received:
These will be processed normally and should reflect within regular timelines.
Multiple Accounts (Email and Mobile Mismatch):
Points/wallet will be migrated based on email ID. If customers don’t see their balance, guide them to verify login.
In-Store Refunds in Migration Window:
Refund to wallet unavailable; customer can opt for refund to original payment method.
Customer Claims Missing Notification:
Confirm that the migration email was sent. If they unsubscribed from marketing/notifications, they would not have received it.
Discrepancy in Reflected Balance Post-Migration:
Allow 3 days for system reconciliation. Create a ticket for Finance if unresolved by 11 August 2025.
Customer Notification:
All customers were notified via email prior to migration. Those who have unsubscribed from marketing or system notifications may not have received this message. An in-app message has also been enabled to notify customers directly within the application.
Spiels
A. Email / Written Responses:
"Thank you for reaching out to us. We’re currently upgrading our loyalty program to serve you better. From 07 to 10 July, loyalty points and wallet balances are not visible or accessible. Refunds to wallet are on hold during this period. Your existing balances as of 06 July will reflect after 11 July, and any new points or credits from this period will appear within 3 days. We sincerely apologize for the inconvenience and appreciate your patience."
B. WhatsApp / Chat Message:
"Hi! 😊 We’re upgrading our Loyalty Program. Between 7–10 July, you may not see or use your points/wallet. Don’t worry — your balance will reflect after 11 July, and new credits will appear in 3 days. Thanks for your patience! 💙"
C. Call Response Spiel:
"Thank you for calling Brands For Less. We’re currently revamping our loyalty program. From 07 to 10 July, points and wallet features are paused. You’ll see your old balance after 11 July, and anything earned during the update will show within 3 days. We appreciate your understanding."
If a customer asks to proceed with a return or purchase that involves wallet or loyalty usage during this window, kindly advise:
"Due to the ongoing system migration, we kindly recommend waiting until 09 July or after 10 July to complete this action, as it may fail or not reflect correctly right now. We appreciate your patience during this important upgrade."
Internal Notes for CS Agents:
Use standard response spiels for all platforms.
Avoid any custom commitments or manual adjustments.
Encourage customers to wait for the reflection timeline and reassure resolution.
Remind in-store teams and support that wallet-based transactions will not function correctly after 2:00 PM GST on 07 July.
Customers may experience multiple issues including loyalty tab not visible, profile not updatable, or gift card redemption not working — reassure them that this is temporary.
