Benefit Diagnosis Tool: Full Visibility Into Every Reward Decision

Quick Overview

The Benefit Diagnosis Tool is a self-serve operations capability that enables support and operations teams to diagnose, in real time, why a transaction did or did not receive reward points. By entering a Transaction ID directly from the Hyperface dashboard, teams get a complete eligibility and reward evaluation covering which benefits applied, why others were rejected, and exactly where points stand in the posting lifecycle. No engineering escalation required.

What Does It Solve

Support teams currently lack a single source of truth for reward-related investigations. Diagnosing a missing or incorrect reward requires manual backend queries, engineering involvement, and significant time, all of which slow down issue resolution and frustrate customers. The Benefit Diagnosis Tool eliminates this dependency, giving operations, support, and bank ops teams the visibility they need to resolve complaints faster and independently.

What You’ll Love

• For Customer Support: Resolve reward-related complaints faster with clear, structured explanations of eligibility outcomes. 
• For Operations: Investigate reward posting and eligibility issues independently, with full transparency into why points were or were not awarded.
• For Product & Business: Gain greater visibility into reward execution and quickly identify rule or configuration gaps before they surface as customer complaints.
• For Engineering: Reduce repetitive investigation requests and redirect time toward product development rather than operational support.

Use Cases

• Customer disputes missing reward points – Support team diagnoses eligibility and posting status in seconds
• Customer received fewer points than expected – Ops team reviews calculation rules and cap-related deductions
• Verify reward posting status without querying the database or raising an engineering ticket

Key Features

• Transaction Lookup: Diagnose any transaction by entering its Transaction ID, with an optional Benefit ID to narrow down to a specific benefit
• Benefit Eligibility Analysis: Shows all eligible and ineligible benefits for the transaction, with detailed rejection reasons such as MCC mismatch, threshold not met, or offer expiry
• Reward Posting Diagnosis: Explains whether reward points are Posted, Pending, or Parked in the Shadow Ledger, including posted points, shadow ledger balance, posting date, and cap details