A customer's loyalty points issue took me a full shift to untangle

A guy came in yesterday convinced his account was missing 500 points from a big purchase. Our system showed zero, but he had a paper receipt. It took me over 7 hours, calling two different support lines and manually entering every transaction from the last six months. Turns out, he had TWO accounts under slightly different emails. Has anyone else had a simple points problem turn into a whole day's project? What's your record for longest fix on something that seemed small?

3 comments

3 Comments

craig.rose1mo ago

Oh man, that sounds like a special kind of Monday. I once spent nearly a whole day trying to find a "missing" deposit for a regular, only to realize they'd given me the wrong year for the transaction. The search history alone was a nightmare.

grant1301mo ago

Seriously? I'd say that's on you for not double checking the details first. Customers mess up dates all the time, it's part of the job to catch that. Spending a whole day on it means your search process must be pretty messy. A quick confirmation call at the start would have saved everyone a ton of time. Why make the search harder than it needs to be?

sethp266d ago

But have you ever had a client swear the date was right?