Frequently asked questions about reporting Altria Loyalty Funded Program.

FAQ


What does it mean if a file is missing?

There are 2 reasons why your files would be missing

  1. Our system detected a file has low transactions and withheld the automatic submission.

  2. Sync has disconnected and we are unable to retrieve the files.


Alert: Any time a file is not submitted, you will receive an email indicating the files were not submitted.


You can chat or call into our support team and we will reconnect the store if necessary, and try to pull the missing transactions. When this is done our system will regenerate and submit the missing file.

Please note that our ability to resubmit varies by POS system.

  • Gilbarco: we are only able to pull transactions 7 days back. Please ensure you are checking the dashboard regularly at go.skupos.com to confirm you are online and avoid missing any transactions.

  • Verifone: we are able to pull missing transactions up to 90 days as long as it has not been upgraded or reloaded during this period.

  • Clover: we are unable to pull missing transactions.

  • NCR: we are only able to pull 7 transactions days back. Unless you archive data yourself, or requests the data to be regenerated by their POS support vendor (i.e. RDS), we are limited to this amount.


What does it mean if a file is missing loyalty promotion codes?

There are a few reasons why loyalty promotion codes may be missing from a file:

  • First, check to ensure you are active in a current LFP and that the start date has occurred. Promotion codes will not be present in the file if the promotion has not started.

  • LFP discounts are only triggered by Skupos when a phone number or loyalty ID is entered into the pinpad at the time of purchase, and only on applicable UPCs. You will want to ensure that your cashiers are reminding customers to enter in their phone number or loyalty ID in order to receive a discount. If a phone number or loyalty ID is not entered, no discount will be triggered and no loyalty promotion codes will be present.

  • If both of the above have been satisfied, and loyalty promotion codes are not present, please reach out to our Support team via chat or via phone for further troubleshooting.


What if I need to change the date that I entered into Skupos?

Contact the Skupos Support team immediately via chat or phone. Our team can reverse the date and help enter the correct information.


Error: If you entered the incorrect date and it has already passed, contact our support team immediately. They will submit a ticket and the date will be fixed in 1-2 business days.


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