Change Offer Response Status

When a Member is issued an Offer, the platform creates a new object called an Offer Response, which is linked to that Member’s Profile. The Offer Response is used to indicate to the Point of Sale system that the Member has an Offer they can use in their purchase. The Offer Response contains the details and metadata of the Offer, its current status, and expiration (if it has one).

Offer Responses are considered a one-time use object, with their status changing to Completed once they are successfully used. If an Offer has been configured to allow Members to respond more than once, then each response will create a new Offer Response linked to the Member’s Profile, with its own status.

Offer Responses move through a processing life cycle comprising the following statuses:

  • Pending: The Offer has been issued to the Member but has not yet been redeemed. Pending is the initial status for all Offers once they have been distributed to your loyalty program members.

  • Clipped: This status is used in optional opt-in flows. When this flow is enabled, Members must actively "clip" (select) an Offer before it becomes available for redemption. Offers initially appear as Pending, and after the member clips them, they move to Clipped status. Without this action, the Offer will not appear in the transaction flow.

  • Processing: This status is used as part of an optional Offer status flow, typically intended for use when shipping physical items. Processing indicates that the item has not yet shipped.

  • Shipping: This status is used as part of an optional Offer status flow, typically intended for use when shipping physical items. Shipping indicates that the item has shipped.

  • Completed: The Member has successfully redeemed the Offer.

  • Expired: This status is used as part of an optional Offer status flow, typically intended to indicate Offers that have reached their validity end date without being redeemed. Setting an Offer Response to Expired allows you to explain why the Offer is cancelled, without using the Cancelled status value.

  • Cancelled: The Offer has been cancelled and can no longer be redeemed by the Member. Cancelled offers are not available for selection by the Member in the transaction flow.

Note: You can’t set an Offer Response status back to an “earlier” status in the life cycle. For example, once an Offer Response has moved to Completed, you can’t set its status back to Pending.

To manually change the status of an Offer Response:

  1. Select Members from the top navigation bar, then select CSR > People from the side navigation menu. The People screen is displayed.

  2. On the People screen, search for and select the desired Member (see Search for a Member for more information). The Member Profile screen is displayed with the Summary tab selected by default.

  3. Select the Offers tab.

  4. Next to the desired Offer Response, from the Action drop-down menu, select the desired status value.