A Reward Was Not Credited
A customer says they did not receive their points or miles.
Follow these steps before contacting support; most cases are resolved in the first two.
1. Find the Transaction
Open Analytics and search by the customer's account number, email or your booking reference. Check the transaction status.
- Completed – PEI has credited the reward to the Seller. Sellers post rewards to the customer's account with their own delay; check the expected credit time in the partnership details before escalating.
- Scheduled – the reward is set for a future date and will run then.
- Failed – see the failure reason on the transaction.
- Not found – the transaction never reached PEI. Check your integration logs or the CSV file.
2. Common Failure Reasons
- Insufficient balance – top up and re-send the reward. See Topping Up Your Balance.
- Invalid account number – the customer entered a wrong number. Ask them to confirm it and re-send.
- Amount outside limits – the Seller's per-transaction minimum or maximum was exceeded.
- Partnership not active – the partnership is suspended or the package expired.
3. Contact Support
If the transaction is completed but the customer still has not received the reward after the Seller's credit time, contact support with:
- Transaction ID
- Date and amount
- Customer's account number (no other personal data)
Need help? Submit a support ticket or email pei@qiibee.com.