Common acceptance failures
Map rejected or stalled receipts back to the policy rule that is most likely causing the issue.
Most acceptance issues are not random. They usually come from one of four areas: missing fields, amount thresholds, merchant scope, or location scope.
Symptom-to-cause map
| What you see | Likely cause | Where to check |
|---|---|---|
Too many receipts are REJECTED immediately | The acceptance policy is stricter than the public campaign promise. | Receipt Acceptance Policy |
Many receipts are INCOMPLETE | OCR cannot read enough data from the photo. | participant guidance and image quality |
| Good receipts are blocked for one partner | Merchant rules or exact-match behavior are too strict. | Merchant field rules |
| Some store branches work and others fail | Zip-code restrictions are excluding real locations. | Zip Code rules |
| Qualified baskets still do not unlock rewards | The policy threshold and rule threshold do not match. | Amount rules and Rules threshold |
Validation messages worth recognizing
| Validation message | Interpretation |
|---|---|
Receipt game '{{touchpoint_name}}' has no field requirements | The setup may be too permissive and not trustworthy. |
Receipt game '{{touchpoint_name}}' has invalid amount range (min: {{min_amount}}, max: {{max_amount}}) | The amount rule is mathematically invalid. |
Receipt game '{{touchpoint_name}}' has conflicting merchant lists ({{conflicting_merchant}} appears in both allowed and restricted) | The retailer policy contradicts itself. |
Receipt game '{{touchpoint_name}}' has conflicting zip code ({{conflicting_value}}) in both allowed and restricted lists | The location policy contradicts itself. |
First fixes to try
- Compare the public campaign promise with the configured policy.
- Test one obviously valid receipt and one obviously invalid receipt.
- Check whether the amount threshold in
Rulesmatches the amount threshold in the acceptance policy. - Review merchant and zip-code lists for accidental contradictions.