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A transaction claim is the process of attributing a purchase to a customer profile after the transaction was originally recorded without a profile link. This happens, for example, when a customer checks out as a guest online or when a staff member forgets to look up the customer at POS.

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When to claim a transaction

Claim a transaction when:
  • A customer presents a receipt for a purchase they want credited to their account
  • A transaction was recorded anonymously but later linked to a known customer
  • An online purchase was placed without creating a member account

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Before claiming

Verify that the transaction belongs to the customer. Check:
  • Receipt date, amount, and location match what the customer says
  • The transaction is not already attributed to another profile
Do not claim a transaction for a customer without reasonable evidence it belongs to them.

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How to claim in CX Manager

  1. Open the customer’s profile in CX Manager
  2. Navigate to the Transactions tab
  3. Select Claim Transaction
  4. Enter the transaction’s external_id or receipt_ref (the receipt number)
  5. Confirm the transaction details match
  6. Select Claim
Once claimed, the transaction is attributed to the profile. Aggregations will update in the next calculation cycle, and any reactions configured to fire on transaction.created or transaction-item.created may also trigger. The transaction’s items were written before the claim without a profile attached, so profile-scoped reactions (such as issuing Tier Points) could not run on the original sale. Claiming re-raises transaction-item.created for each item so those reactions can run against the now-attributed profile.

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Time limits

Some implementations enforce a time limit on claims (e.g., transactions older than 90 days cannot be claimed). Check your program rules before processing a claim request.
Content needed: whether a time limit is configurable in CX Manager, and what happens to points/aggregations after a retroactive claim.