Effective Date: July 27, 2025 Applies To: CrownRewards Admins, CLO, CTO, Partners (Card Owners), Registered Members Review Cycle: Quarterly or after loyalty platform updates Related Legal Depot Sections: Sections 4.26, 6.1.6, CrownRewards Partner Terms
1. Purpose
To ensure CrownRewards operates as a stable, secure, and abuse-resistant infrastructure where Partners can cultivate customer loyalty through earned trust, not gimmicks. CrownThriveâs responsibility is to maintain the platform, while Partners manage their own rewards and client relationships independently.
2. Scope
This SOP applies to:
- Partner-controlled loyalty programs hosted on CrownRewards
- Members who join loyalty cards and earn points by transacting with trusted partners
- Redemption activities between clients (members) and business owners (partners)
- CrownThriveâs backend responsibility for platform performance and fraud oversight
3. Platform Role Clarification
| Role | Responsibility |
| Partner | Owns the loyalty card, sets earning rules, defines redemption rewards, fulfills all promises to clients |
| Client (Member) | Earns points based on their spend, loyalty, and participation; redeems points for perks via that Partnerâs card |
| CrownThrive | Hosts the platform, maintains infrastructure, prevents fraud, and ensures a fair and functioning environment for all users |
4. Core Operational Process
4.1 Point Accrual
- Members earn points based on actual spending with the Partner
- Partner defines:
- Point-to-spend ratio (e.g., 10 points per $1)
- Eligible actions (e.g., services booked, items purchased)
- Bonus conditions (e.g., referrals, anniversaries, milestone visits)
4.2 Redemption & Fulfillment
- Members redeem points for rewards designed and delivered entirely by the Partner
- CrownThriveâs system:
- Tracks points and redemptions
- Logs each redemption action
- Routes redemption requests to the Partnerâs internal dashboard
- CrownThrive is not responsible for delivery, disputes, or delays between Partner and Member
4.3 Platform Maintenance by CrownThrive
- CrownThrive ensures:
- Technical uptime and platform reliability
- User wallets are synced to actions accurately
- Partner card listing, staff roles, and reward interfaces are usable and secure
- Support is provided only for:
- Login/account access
- Platform errors or bugs
- Partner onboarding/training
5. Fraud Prevention Measures
CrownThrive monitors:
- Mass point creation without corresponding transactions
- Fake client accounts redeeming unusually fast
- Self-redeeming by partner staff
- Member impersonation or redemption spoofing
If fraud is detected:
- Affected card may be paused
- Member or partner account flagged for review
- Logs escalated to CLO and CTO for final resolution
6. Dispute Protocol
Since the trust relationship is between Partner and Client, CrownThriveâs role is limited.
- Member disputes (e.g., âMy reward wasnât deliveredâ) must go directly to the Partner
- If a Partner fails to fulfill after repeated reports, CrownThrive may:
- Flag or delist the card
- Revoke access for the Partner
- Inform members of the action taken
7. Escalation Contacts
| Situation | Contact |
| Platform error (not reward issue) | [email protected] |
| Suspected fraudulent behavior | [email protected] (CLO) |
| Partner onboarding or access help | [email protected] (Admin Team) |
| Member impersonation or theft | [email protected] (CTO) |
8. Compliance Markers
â Partner sets clear reward rules and controls redemption â Member points tied to validated platform or purchase actions â CrownThriveâs system logs every transaction for accountability â Platform responds to fraud, abuse, and access issues â Trust between Partner and Client is honored and protected
9. Version Control
- Version: 1.0
- Last Updated: July 27, 2025
- Maintained By: CrownRewards Admin, CLO, CTO
- Next Review Due: October 2025