How to configure retail customer loyalty features of Microsoft Dynamics AX 2012 R3

In this article we will explore how the Customer Loyalty functionality works in Microsoft Dynamics AX 2012 R3. For the purposes of this article, we will discuss a hypothetical company, Ville Stores, a retailer that deals in beauty products.

Ville Stores has recently implemented a Microsoft Dynamics AX 2012 R3 Retail and POS solution. Now they want to leverage the Customer Loyalty functionality that comes out of box in Dynamics AX 2012 Retail. Ville Stores offer a 2% discount on its specific eye makeup products under a base loyalty program. There are two further tiers (Silver, Gold) in the loyalty program that the customer can qualify for. Customers who qualify for the Silver tier will get a 5% discount on all the eye makeup products, while for Gold tier the discount is 10%.

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About Imran Mahmood

I am an ERP expert, entrepreneur, MCT, project and program management professional with a strong track record in delivering market penetration, business growth and turn-around projects with almost 10 years of experience across a broad range of industries and business dynamics. Strong experience in designing, developing and managing short and long term projects on the Dynamics AX platform using the standard Microsoft development processes and methodologies. I was also part of Microsoft GFM (Global Financial Management) and Public Sector teams for Dynamics AX 2009 and AX 2012 releases.

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Call center

How can a call center participate in the loyalty program? It seems CallCenter cannot accept loyalty points as a payment method and there is no place where the card ID could be registered by sales...

The call center can participate...

The call center can participate like any other retail channel in loyalty program. You can setup payment methods for a call center, on the call centers list page, check payment methods on Setup tab.

But how :-)?

Yes, you can define payment mean of type Card. But if you try to associate previously created loyalty card, you get an error message, because the validation in Data dictionary\Tables\RetailStoreTenderTypeCardTable\ValidateWrite does not allow cards of type loyalty to be associated with channel of type CallCenter.

Further, it is not possible to input the loyalty card number on sales order level in AX and therefore it is not possible to collect loyalty points.