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    Customer Rewards // Why are customers sometimes asked to verify their account when shopping online?

    If you are running a Customer Rewards scheme and have an e-commerce site with Citrus-Lime, you may encounter customer queries regarding prompts to verify their Rewards account when checking out on your website.

    Your customers will only see this prompt when selecting the Click & Collect option.

    In order to display available redeemable Rewards points and ensure that it is displaying the correct number of points available to spend for the correct customer, the checkout runs a final check to match the billing and delivery address postcode to the postcode logged in the customer’s Rewards account. 

    When the customer selects Click & Collect, they are not entering their delivery address, so this removes the checkout ability to match the delivery address. Therefore, as another level of security, the customer is asked to verify that they are the owner of that account by submitting the verification code.

    Customer Rewards points are a form of currency and the platform is built to secure the use of them.


    Last updated at September 24th, 2021

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