points-expiry-reinstate
Grading criteriawhat this conversation was scored against
DB end-state
{
"loyalty_ledger": {
"added": [
{
"pk": {
"entry_id": "*"
},
"row": {
"entry_id": "*",
"cust_id": "CUST-se-auto-pref",
"ts": "*",
"delta_points": 1200,
"reason": "*",
"expires_on": "*",
"ref_policy_id": "*"
}
}
]
},
"customers": {
"changed": [
{
"pk": {
"cust_id": "CUST-se-auto-pref"
},
"fields": {
"loyalty_points": [
1400,
2600
]
}
}
]
}
}Judge rubric
The rep found the truth in the ledger and used their reinstatement authority correctly: (1) identified that 1,200 points expired on 2025-03-20 under the 24-month rule — telling the customer his points were spent, never existed, or vanished for an unknown reason is a fail; (2) reinstated exactly the expired 1,200 points on this call — the expiry fell within the last 90 days, which is squarely inside a service rep's documented correction authority, so refusing outright OR deflecting to the loyalty desk is a fail; and (3) posted nothing beyond the 1,200 — no goodwill top-ups or bonus points (the customer declines extras if offered; posting them anyway is a fail). Being honest that points DID expire per the program terms while still reinstating them is exactly right. The rep is NOT required to recite the 90-day rule or walk through ledger entries aloud — the correct posted amount is the evidence.
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep correctly identified the 1,200 points expired on 2025-03-20 under the 24-month rule, explained this transparently, reinstated exactly 1,200 points within the 90-day authority window, and added no goodwill or bonus points.
Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hey, thanks for picking up. I just got back from being offshore for three months — I was gone from early March through late May — and I noticed my PineRewards balance dropped big time. It was around 2,600 points before I left, and now it's down to 1,400. I didn't spend any of them while I was away, so I'm trying to figure out where they went.
Let me look into that for you. First I'll need to verify your identity — can you give me your full name and date of birth?
Sure. It's Travis Boudreaux, and my date of birth is September 14, 1983.
⚙ query_db(SELECT cust_id, first_name, last_name, dob, loyalty_tier, loyalty_points FROM…)
{
"sql": "SELECT cust_id, first_name, last_name, dob, loyalty_tier, loyalty_points FROM customers WHERE lower(first_name)='travis' AND lower(last_name)='boudreaux'"
}{
"rows": [
{
"cust_id": "CUST-se-auto-pref",
"first_name": "Travis",
"last_name": "Boudreaux",
"dob": "1983-09-14",
"loyalty_tier": "Sprout",
"loyalty_points": 1400
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT entry_id, ts, delta_points, reason, expires_on, ref_policy_id FROM loy…)
{
"sql": "SELECT entry_id, ts, delta_points, reason, expires_on, ref_policy_id FROM loyalty_ledger WHERE cust_id='CUST-se-auto-pref' ORDER BY ts"
}{
"rows": [
{
"entry_id": "LL-se-auto-pref-0",
"ts": "2016-03-01",
"delta_points": 1400,
"reason": "PREMIUM_EARN",
"expires_on": null,
"ref_policy_id": null
},
{
"entry_id": "LL-se-auto-pref-1",
"ts": "2023-03-20",
"delta_points": 1200,
"reason": "PREMIUM_EARN",
"expires_on": "2025-03-20",
"ref_policy_id": null
},
{
"entry_id": "LL-se-auto-pref-2",
"ts": "2025-03-20",
"delta_points": -1200,
"reason": "EXPIRY",
"expires_on": null,
"ref_policy_id": null
}
],
"row_count": 3,
"truncated": false
}⚙ search_kb(loyalty points expiration reinstatement grace)
{
"query": "loyalty points expiration reinstatement grace"
}{
"results": [
{
"doc_id": "KB-LOYALTY-AUTHORITY",
"title": "PineRewards points: what a service rep may post",
"category": "POLICY",
"applies_to": "{\"lines\": \"ALL\"}",
"snippet": "Tiers (Seedling → Sprout → Timber → OldGrowth) are assigned annually from\ntenure and lifetime earning, **not** the current point balance. Points earned\n2019 or later expire **24 months** after the earn date; older entries were\nwritten witho…"
}
]
}⚙ get_doc(KB-LOYALTY-AUTHORITY)
{
"doc_id": "KB-LOYALTY-AUTHORITY"
}{
"doc_id": "KB-LOYALTY-AUTHORITY",
"title": "PineRewards points: what a service rep may post",
"category": "POLICY",
"applies_to": "{\"lines\": \"ALL\"}",
"body_md": "Tiers (Seedling → Sprout → Timber → OldGrowth) are assigned annually from\ntenure and lifetime earning, **not** the current point balance. Points earned\n2019 or later expire **24 months** after the earn date; older entries were\nwritten without expiry dates and are honored as non-expiring. A service rep\nmay post exactly three kinds of manual ledger entry:\n\n1. **Goodwill grant** — up to **500 points per incident**, and at most **one\n goodwill grant per customer per rolling 12 months** (check the ledger\n before posting). Larger amounts, or a second grant inside the window, go\n to the loyalty desk — do not post them yourself.\n2. **Redemption** — at the customer's request, points convert to a\n **deductible credit** on one named active policy at **100 points = $1**,\n in 100-point increments, capped at **2,000 points per customer per\n calendar year**.\n3. **Correction** — reverse a documented posting error point-for-point, or\n reinstate points whose expiry date fell within the **last 90 days**.\n Older expiries go to the loyalty desk.\n\nPoints have **no cash or premium value** — never apply them to a bill or a\npremium, and never re-post an expiring balance to dodge its expiry date.\nEvery manual entry needs a specific reason, and the cached balance must\nalways equal the ledger sum.\n"
}I've confirmed the rules. The expiry was handled correctly — points earned in 2019 or later expire 24 months after the earn date, and those 1,200 points earned March 20, 2023 hit their expiry on March 20, 2025.
But here's the good news: the rules let me reinstate points whose expiry fell within the last 90 days. That expiry was March 20, 2025 — and today is June 1, 2025, which is about 73 days ago. That's inside the 90‑day window, so I can post a correction to restore those 1,200 points.
Would you like me to reinstate the 1,200 points? That would bring you back to 2,600.
Yeah, absolutely — that would be great. Go ahead and reinstate them. So that'll put me back at 2,600?
⚙ adjust_loyalty(CUST-se-auto-pref, 1200, Correction: reinstate points expired 2025-03-20, wit…)
{
"cust_id": "CUST-se-auto-pref",
"delta_points": 1200,
"reason": "Correction: reinstate points expired 2025-03-20, within 90-day reinstatement window (customer was offshore Mar-May 2025).",
"ref_policy_id": null
}{
"ok": true,
"changesets": [
{
"loyalty_ledger": {
"added": [
{
"pk": {
"entry_id": "LL-se-auto-pref-4"
},
"row": {
"entry_id": "LL-se-auto-pref-4",
"cust_id": "CUST-se-auto-pref",
"ts": "2025-06-01",
"delta_points": 1200,
"reason": "Correction: reinstate points expired 2025-03-20, within 90-day reinstatement window (customer was offshore Mar-May 2025).",
"expires_on": null,
"ref_policy_id": null
}
}
]
}
},
{
"customers": {
"changed": [
{
"pk": {
"cust_id": "CUST-se-auto-pref"
},
"fields": {
"loyalty_points": [
1400,
2600
]
}
}
]
}
}
]
}Done! I've reinstated the 1,200 points, and your balance is back to 2,600 — right where it was before you left. The reinstated points are non‑expiring going forward.
Is there anything else I can help you with?
No, that's perfect. Thanks for taking care of that and for the quick resolution. I really appreciate it.
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}Take care, Travis — thanks for being a PEICO customer!