3425829 - Issues within Rewards and Third Parties - Rewards & Recognition

Errors are seen while establishing a Single Sign-On (SSO) Connection with Redemption Partner, uploading SAML file or with refunds.

• SAP SuccessFactors HXM Suite
• SAP SuccessFactors Rewards & Recognition

Usually issues on the third party step of the integration is not related to SAP. Before opening a ticket with SAP Support, please engage the third party support. If it is concluded that issue is on SAP side, please provide investigation details from the redemption partner when opening the ticket.

Regarding issues or request for refund, please confirm if refund is activated on customer Production tenant and is the Xoxoday’s attempt to refund via SFSF API for failed or cancelled orders, for both cases it should be checked with the third party support. Same as mentioned above, in case it is concluded that issue is on SAP Side, please ask your third party support to provide details about why SFSF Refund API cannot be used before opening a ticket.

For issues with Xoxoday, based on the Order ID/s, request Xoxoday with details of steps where 'award redemption' or 'refund' is failing and provide the following:

1. Check if the failure is during order generation when user clicks on checkout OR if the failure is on Xoxoday’ S side when they call vendor API to place the order.
2. Confirm if vendor API call has failed on Xoxoday’ S side, has a reverse transaction been triggered to refund the admin wallet along with a side-by-side call to SAP SuccessFactors refund API to credit the points back to SAP SuccessFactors wallet?
3. Confirm if refund API call has not been made by Xoxoday, why so? Is it due to pending integration of refund API for reporting customer? What is pending to activate refund integration for the customer and when should we expect it to be done?
4. Did Xoxoday get any 'service unavailable' error or 'request time-out' error on redemption or refund API calls? If so, please request Xoxoday to provide logs with transaction Date and User ID.
5. If Refund was triggered but somehow it got failed due to Unauthorized User error, please check RBP permission on 'Refund Balance' entity as per our RNR Guide.

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