Getting Started with Offer Responses
When a Member claims an Offer, or when an Offer is automatically assigned to a Member (such as via a Triggered Action or a Reward), the platform creates a new asset 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 asset, with their status changing to Completed once they are successfully used. If an Offer has been configured to allow Members to respond to it more than once, each subsequent response will create a new Offer Response, each with its own status.
The Offer Responses screen allows you to view and manage all Offer Responses, across all Members.
Note: To instead view the Offer Responses for all Members for only a single Offer, please see the Responses tab of the Offer Details screen (see
To access the Offer Responses screen, select Campaigns from the top navigation bar, then select Offers > Offer Responses from the side navigation menu.
The Offer Responses screen displays a wide range of information about each Offer Response, such as: the Offer with which it is associated (and its type), the Member who claimed the Offer, a Certificate Code (if applicable), and its current status.
The Usage Period column on this screen indicates if the Offer is currently within its defined Usage Period. A green check mark icon in this column indicates the Offer is currently within the Usage Period (or the Usage Period is set to “Always”). Conversely, a red circle icon indicates that the Usage Period has passed.
Offer Responses move through a processing life cycle comprising the following statuses. Offers Response status values are typically updated by the Point of Sale API when Members redeem an Offer, or if the Offer expires. The Offer Response status is represented on the Offer Responses screen by the indicated icon in the Processing Status column.
| Icon | Status | Description |
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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. |
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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. |
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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. |
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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. |
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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 canceled, without using the Canceled status value. |
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Canceled | The Offer has been canceled and can no longer be redeemed by the Member. Canceled offers are not available for selection by the Member in the transaction flow. |
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Completed | The Member has used the Offer in a purchase, and the Offer Response is considered closed. |
Exports
Exporting Offer Responses is managed through the use of an Export Definition on the Exports screen. For more information, please see Configure an Export Definition - File Transfer.
