Start here: the challenge report
“I bought it, but my challenge didn’t move” is the most common question a challenge raises. Download the report and find the customer in it.- Go to Campaigns and open the campaign the challenge belongs to.
- Open the ⋯ menu on the challenge’s row and select Download report. It’s only there for Active and Expired challenges. If it isn’t there, check the challenge’s Status. A Draft counts no purchases, so go to The challenge was disabled, which also covers a challenge that was never published.
- Open the file and filter the MemberId column to the customer’s ID. To get the ID, go to Member management → Members and pick a value to search by under Search by, such as Email or Phone. The customer’s member ID is at the top of their page.
While the challenge is running, a report can be up to 30 minutes old. If the purchase was made in the last half hour, download the report again later. Once the challenge has ended, every download is the same final report. A purchase Lobyco processes after that report was made isn’t in it.
Reading a report row
Challenge report explains every column.
Working through the likely causes
The causes below are grouped by what the report shows, in the same order as the chart. Open a cause to see what to look for. Where it points to a setting, open the challenge to check it.No rows for the customer
The challenge isn’t counting any of the customer’s purchases. If none of the customer’s purchases were counted, check the products, discounted items and the minimum, because a purchase that didn’t count leaves no row.The customer hasn't activated the challenge
The customer hasn't activated the challenge
Check Pre-activated on the Settings tab. If it’s off, each customer has to activate the challenge in the app before anything counts. Lobyco Nexus doesn’t show whether a customer has activated a challenge, and the report can’t show it either, because a customer with no counted purchase isn’t in it. Ask the customer whether they activated the challenge in the app.If the challenge is also hidden with Hide Challenge from App List, the customer has nowhere in the app to activate it.You can still change both settings while the challenge is active. Turn on Pre-activated, and the customer’s purchases count from their next one, without them activating anything. Or turn off Hide Challenge from App List, so the customer can find the challenge and activate it. Either way, purchases made before then don’t count, and they aren’t added later. Both settings apply to every customer of the challenge, not only this one.
The customer isn't in the challenge's audience
The customer isn't in the challenge's audience
Open the Segmentation tab. If it’s set to Target only selected segment, the challenge is only for customers in the segments picked there. Nexus can’t show whether one customer is in a segment. Go to Segmentation → Segment templates and select the segment’s row. Its rules show on the screen that opens. Compare them with the customer’s details under Member management → Members. Segments and Audiences explains how segments work.
The purchase was outside the challenge's dates or locations
The purchase was outside the challenge's dates or locations
On the Activity details tab, compare Start date, End date and Chain(s) or Store(s) with when and where the customer shopped.
The challenge was disabled
The challenge was disabled
Check the challenge’s Status in the campaign’s activity list. A disabled challenge goes back to Draft, and a draft doesn’t count any purchases. Purchases made while it was disabled aren’t added later, even once you publish it again. Once it’s published again, Status shows Active, so a past disable only shows in the report, as missing rows for that period.
No row for the purchase
The customer has rows, but not for this purchase. One of the challenge’s settings kept it from counting. The purchase might also have been outside the challenge’s dates or locations, or made while the challenge was disabled.The products didn't count
The products didn't count
Check the earn rules on the Settings tab.
- If ID’s action is set to Include, only the products in Product IDs or Category IDs count. If it’s set to Exclude, everything counts except those products.
- For Purchase amount rules and Store visits challenges, products excluded under Global Settings → Product exclusions don’t count either. They do count if the challenge lists them under Include.
- Items that cost 0.01 or less each, such as free items, never count.
Discounted items were excluded
Discounted items were excluded
This applies to Product quantity and Purchase amount rules. If Discounted items behaviour during challenge progress is set to Exclude Discounted Items, anything the customer didn’t pay full price for doesn’t count.
The purchase was below the minimum, or paid the wrong way
The purchase was below the minimum, or paid the wrong way
For Store visits and Payment method challenges, a purchase has to reach the Minimum amount per purchase. On a Store visits challenge that lists products, Include means only those products count toward the minimum, and Exclude means they don’t.For Payment method, only the amount paid with the selected Payment method counts toward that minimum. For example, a purchase paid by card doesn’t count on a challenge set to Loyalty App. A payment your POS sends under a name of its own never counts as Other. See Payment method.
A One purchase rule wasn't met
A One purchase rule wasn't met
A One purchase challenge with several earn rules only counts a purchase that meets all of them. If a purchase meets one rule but misses another, it adds no progress.
The purchase came too soon after the last one
The purchase came too soon after the last one
With Delay between purchases, a purchase only counts once that many hours have passed since the last purchase or refund recorded for the customer on this challenge. A purchase made sooner adds no progress.
The checkout type wasn't included
The checkout type wasn't included
If any Checkout types are selected, only purchases through those checkout types count. A purchase your POS sends without a checkout type doesn’t count either. If none are selected, every checkout type counts.
The customer has already used up the challenge
The customer has already used up the challenge
A One-time challenge stops counting once the customer has completed it. An Auto-renewable challenge stops once the customer has completed as many cards as Total number of cards issued allows. To check, download the challenge report. It only exists for Active and Expired challenges. A completed card shows ClosedAt on every one of its rows, so count the different CardId values that have a ClosedAt, and compare the count with ActivationLimit. For an Unlimited challenge, ActivationLimit reads Unlimited, and this cause doesn’t apply.
A negative row
The customer’s progress went down instead of up.A refund took progress back
A refund took progress back
A row with negative Progress is a refund. Refunds follow these rules:
- A refund only takes progress off a challenge that’s still running, and only off the customer’s current card.
- Progress never goes below zero. A completed card is never reopened, and rewards already given aren’t taken back.
- The amount taken off is worked out with the challenge’s rules as they are now, not as they were at the original purchase.
- A One purchase challenge never loses progress to a refund.
- A refund made during the Delay between purchases doesn’t take any progress back.
- A refund made after the delay restarts the Delay between purchases wait, if the customer still has a card open. It does this even when there was nothing left on the card to take back. The customer’s next purchase then only counts once the delay has passed again.
A refund after a card completes. This is another customer. The purchase of 100 only needs 80 to complete the card, so the other 20 goes onto the next card. The refund is of that purchase of 100. Because it completed a card, the refund comes off the next card.
The refund of 25 only takes off 20, because a card never goes below zero. The completed card stays completed.A refund after the challenge has ended. A customer has 70 on their card. They return a purchase on 5 November, after the challenge ended on 31 October. Nothing changes, and their progress stays at 70.
Too much or too little progress
The purchase counted, but for the wrong amount. If it’s too little, part of the purchase might not have counted. Check the products and discounted items. Or the purchase completed a card, and the rest went onto the next card. Look for a second row with the same ReceiptId.The progress is too high or too low
The progress is too high or too low
This applies to Product quantity rules. With Litres, Grams or Kilograms, the challenge assumes the quantity your POS sends is already in the rule’s unit. If your POS sends a different unit, progress is wrong by a factor of a thousand. For example, grams sent to a rule in Kilograms make progress a thousand times too high, and kilograms sent to a rule in Grams make it a thousand times too low. With Units, quantities are rounded down, so 1.5 kg of loose produce counts as 1. See Unit of measure.
If it still doesn’t add up
Sometimes the challenge is set up correctly for what the customer bought, but the purchase still isn’t in the report. Then the next thing to check is the purchase data your POS sends to Lobyco. Lobyco support can look into that for you. Send them these details:- The challenge’s ActivityId, the ID at the top of Activity details
- The customer’s MemberId
- The receipt ID, store and time of the purchase. They’re on the customer’s Receipts tab under Member management → Members.
- The report you downloaded
Related
- Challenge report — every column of the report explained.
- Accumulation types — what counts as progress for each type of challenge.
- Create a challenge — where each setting above sits on the form.
- Edit or disable a challenge — why an edit changes how later purchases and refunds are counted.