The standard Member Lookup / Member Details experience. Users search for a MyLowe’s Rewards or MyLowe’s Pro Rewards member (including by phone or email), review the member profile, and see points and MLM activity. It supports authorized appeasement actions such as issuing points or boosting tier.

Users:

• Loyalty Business, Customer Care, SRE, and Tech teams.

How it helps:

• Consolidates rewards information that had required jumping among Salesforce, Jarvis, My Red Vest, and Postman.

• Shows customer-facing rewards history—points/MLM earned, booster impact, and redemption details—within Member Details so an associate can understand the case before taking action.

• Provides governed appeasement: validation, role controls, required rationale/manager details, and audit logging. Direct MLM issuance is designed to deposit the award directly into the member account.

Metrics:

• The direct-MLM appeasement PRD tracks: reduction in appeasement resolution time, fewer points-to-MLM conversion requests, adoption by Marketing/SRE/DCOR, and no increase in fraud-related escalations. These are success measures, not reported results.

• Existing operational limits cited in support documentation: analysts can award up to 5,000 points per transaction, and certain business leaders up to 25,000, subject to process controls.