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Altria File Failing Discount Amount
Altria File Failing Discount Amount

This article outlines how to address the ‘[Product] Loyalty Transactions Failing Discount Amount' error from Altria

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Written by Skupos Support
Updated over 2 months ago

Example email from Altria

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Why would I receive this error?

Reason

Solution

  • By enrolling into the wrong discount amount (either through Engage or a third-party loyalty provider).

  • Confirm your designated offer amount(s) with Altria and ensure it matches the offer amount you are enrolled with Skupos Engage or with your third-party loyalty provider.

  • The discount is not being correctly formatted in the file. 

  • While unlikely, Skupos can help troubleshoot any reporting issues.

How do I fix this?

1. Contact your Altria Representative

  • You will need to confirm your discount election matches what you have enrolled in on the Skupos dashboard.

Sample email is below

Hello-

I enrolled in a <example: $1 off 1 for the Altria August> offer, does that match what your system has me enrolled in?

Asking as I received an email with an error message, “Loyalty Transactions Failing Discount Amount” and I’m working with Skupos to get it corrected.

Thanks!

2. If your discount election DOES NOT match what discount you are enrolled in

  • If you use Skupos Engage as your loyalty provider,

    • Navigate to your Skupos dashboard to edit your discount enrollment.

      • Click here to learn more about changing offer elections.

  • If you use a third-party loyalty provider other than Skupos Engage (such as Comarch, Excentus, Paytronix, Kickback, etc.),

    • Contact your third-party loyalty provider to adjust discount amounts.

Sample email is below

Hello-

Altria has shared that we have set up our offers as <Example: $1 off 1 for August> but they should be set up as <Example: $2 off a carton for P4>, can you please adjust?

Thanks!

3. If your discount election DOES match what discount you are enrolled

Frequently Asked Questions

How do I know which week(s) this error was present? 

  • Altria sends an email each week where a file has error(s). 

  • See affected week-ending dates listed under “Issue Log”

How do I know the impacted store? 

  • You will see the impacted account name(s) and account number(s) listed under “Issue Log”  

Why did this happen to my file?  

  • Either you were enrolled into the wrong discount amount as indicated by Altria’s records (most likely) or there was a formatting error with the offer in the scan data file.

How can I prevent this error in the future?

  • By making100% sure that the offer you are enrolled in is the one designated to your store(s) by Altria.

  • Keep in mind that if you have (5) stores, Altria might assign different discounts to different stores.

  • Meaning (2) locations might have Buy 2, get $1.30 off while (3) might have Buy 2, get $1.00 off.

How else can I find the error?

Each email from Altria will include a keyword indicating the product experiencing the error.

  • Log into Insights C3M

  • Select Scan File Manager

  • Select Submitted File Status (View Submitted Files)

  • Click on the Processing Errors icon for the week in question

How do I know which products are having the error?   

  • Each email from Altria will include a keyword indicating the product experiencing the error. 

    • Company: PMUSA (Cigarettes) 

      • Products: Marlboro  

      • LFP Promotion Code: 028200197214 

    • Company: USSTC (Smokeless Tobacco) 

      • Products: Copenhagen, Skoal, Red Seal, Husky  

      • LFP Promotion Code: 073100070013 

    • Company: Helix (Nicotine Pouches) 

      • Products: On!  

      • LFP Promotion Code: 840095781008 

    • Company: NJOY (Vaping Devices) 

      • Products: NJOY 

      • LFP Promotion Code: 819979012613 (Pods discounts), 819979012620 (Device discounts) 

    • Company: JMC  

      • Products: Black and Mild 

      • LFP Promotion Code: 07013783840 

  • For example, in this screenshot you can see the first error (green box) is from Marlboro Cigarettes and the second error (purple box) is from Black and Mild. 

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What email address sends Altira email notifications for a rejected file?

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