Kids' retail brand fixes a broken rewards program before relaunch

The challenge

The client's rewards program had been live for months, but customers were hitting tier upgrades that didn't match their actual spend, and redemptions were failing silently at checkout. Support tickets were piling up and the team had lost confidence in their own program.

The solution

I audited the entire rewards setup end to end — every tier rule, earn condition, and redemption path — against real customer behavior, not just the intended design. I found and fixed the mismatches, then tested each rule against edge cases (returns, partial redemptions, tier boundary spends) before signing off on relaunch.

Supporting evidence

The results

The program relaunched with every tier and redemption rule verified against real usage. Support tickets tied to rewards dropped sharply, and the team could finally explain to customers exactly how the program worked — because it was actually working as designed.