FAQs

1. What is timezone standardization in Capillary, in simple terms?

It means dates and times across the Capillary platform consistently reflect your organization's local time. So if your org is based in Singapore, promotions, campaigns, and customer records all show times in Singapore time, making scheduling, investigation, and day-to-day operations straightforward and predictable.

2. How to get timezone standardization enabled?

For organizations created from 2026 onwards, it is enabled by default; no action needed. For older organizations, it is a simple one-time setup: the client raises a request with the Capillary Product Support team, and the team takes it from there.

3. What is the "organization timezone" and who sets it?

The organization's timezone represents the primary timezone of the brand's headquarters. It is configured in Organization Settings and serves as the consistent reference for dates and times across the platform. Once set, every user in the org sees the same timezone, making it easy to align on promotion schedules, campaign timings, and customer record reviews.

4. My client wants to run a promotion in a different timezone than their org. Is that possible?

Yes, in the Promotions module (New UI). When creating a promotion, users can select any timezone from a dropdown, for example, Asia/Shanghai or Europe/London. The promotion schedule is then interpreted and displayed in that timezone. This makes it easy for brands operating across multiple regions to run locally relevant promotions.

5. A support agent is looking at a customer record and wants to view timestamps in the customer's local time. How do they do that?

Member Care supports this directly. Agents can switch the timezone using the dropdown at any point during their session, allowing them to view timestamps in the customer's local context. This makes it much easier to investigate queries and verify transaction times accurately.

6. What timezone do campaigns and journeys use?

Campaigns and journeys display in the organization's timezone throughout on both the creation and listing pages. This keeps everything consistent and easy to reference across the team.

7. Does the platform handle Daylight Saving Time automatically?

Yes. When time zones are configured in IANA format (for example, America/New_York), the platform automatically applies Daylight Saving Time transitions. Promotions and campaigns fire at the correct local time, no manual adjustments needed. As a best practice, avoid scheduling configurations during the exact DST changeover hour (typically around 2 AM) for the most predictable results.

8. My client wants to verify that the times shown are correct. What should I check?

A quick three-step check covers most cases:

• Confirm the org timezone is configured correctly in Organization Settings.
• Identify which module the client is looking at. Each module has a defined timezone reference, which helps explain what they are seeing.
• For Promotions, confirm whether they are using the new UI, where the timezone is selected during creation and preserved on the listing page.

If they need further confirmation, the Capillary Product Support team can verify the configuration.

9. A client's Insights reports show times in IST, but their org is in Dubai. How do I explain this?

Insights uses a consistent server timezone (IST) across all reporting to ensure data from stores in different regions is always in the correct chronological order. This makes cross-region analysis reliable. For clients who want reports in their local timezone, there is a dedicated configuration available recommend connecting with the Capillary account team to explore this option.

10. What happens to historical data when timezone standardization is enabled?

All existing data remains exactly as it is; nothing changes retroactively. The standardized model applies to new data from the point of enablement onwards, ensuring a clean and predictable transition. For any specific historical data needs, the Capillary account team can advise on the right approach.

11. Which modules are covered by timezone standardization?

Timezone standardization covers the core modules clients use most: Promotions (New UI), Campaigns, Journeys, Audience, Cart Promotions, Streaks, Milestones, Gift Vouchers, Member Care, and Rewards Catalog APIs. Remaining modules, such as Loyalty Programs and the Rewards Catalog UI, are on the standardization roadmap as part of their ongoing revamp and will be updated in upcoming releases.