Learn · Module detail
when to change something
Change a loyalty rule when a measured failure has a named cause, a tested remedy, and an owner for the member and financial consequences. Preserve a comparison so the change can be judged rather than guessed.
## The mechanism
Define the qualifying event, value change, owner, correction path, and member explanation. Keep eligibility, liability, fulfilment, consent, and reversal as separate rules. The operating control must be testable from the ledger.
## Worked example
Illustrative arithmetic: 70 members encounter a redemption path and 14 complete it, leaving 56 who do not. If a test produces 21 completions, it adds 7 completed redemptions.
## Do it
State the rule in one sentence. Map the event that starts it, the event that changes value, the exception path, and the review action. Test ordinary, cancelled, duplicated, and disputed cases before release.
## Common mistakes
- Measuring activity instead of the target behaviour. Name the counterfactual. - Treating face value as operator cost. Price fulfilment and correction. - Hiding exclusions or expiry. Put the boundary beside the decision. - Automating an undefined rule. Resolve ownership before implementation.