Getting Started with Redemptions

Overview

A Reward is used to entice a Member to engage with your loyalty program by providing them with something beneficial in exchange for the Member spending their Metrics. In effect, the Member is "buying" something with their Metrics, such as a physical product, a badge, a promotional discount, or a coupon, for example. When a Member redeems a Reward, the platform creates an asset called a Redemption (sometimes referred to as a Reward Response) which links the Member to the Reward, and keeps track of the response metadata, such as its status, expiration date, and so forth.

The platform also supports the concept of an Award, which refers to a Reward given to a Member for free, without the Member having to spend their Metrics. Within the platform, an Award serves much the same purpose as a Redemption: it links the Member to the Reward and tracks important information about the Reward response.

Even though Redemptions and Awards are serving the same purpose, the platform tracks Redemptions and Awards separately, in order to make it easier for users to differentiate between the Rewards that a Member "paid" for, and the Rewards that a Member received for free. The Redemptions screen displays both Redemptions and Awards (with a status of Claimed), whereas the Awards screen displays only Awards (of all statuses). For more information on Awards, see Getting Started with Awards.

Note: The platform provides several other ways to view Redemptions. All the Redemptions earned by a single Member are displayed on the Rewards tab of the Member Profile screen (see Tab Overview: Rewards for more information). All the Redemptions earned for a single Reward across all Members are displayed on the Responses tab of the Reward Details screen (see View Redemptions for more information).

The platform does not allow you to manually redeem a Reward from the Redemptions screen. The process of manually redeeming a Reward for a Member must be handled from the Member Profile screen. See Redeem a Reward for more information on this process.

Redemption Processing Status

A Redemption can optionally go through the following life cycle if you want your loyalty program to track the processing status of the Reward once redeemed by the Member. This life cycle requires additional integration to automate, as external systems are responsible for updating this status, not the Loyalty platform.

  • Pending: The Member has spent the necessary Metrics to redeem the Reward. Pending is the initial status for all new Redemptions.

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

  • Completed: This status is used as part of an optional Reward status flow, typically intended for use when shipping physical items. Completed indicates that the product has been shipped.

  • Canceled: The Redemption has been canceled.

From the Redemptions screen, you can manually change the status of a Redemption. See Change Redemption Status for more information.

Redemptions can also optionally track a product fulfillment status. This feature is primarily intended for Physical Product-type Rewards where you are shipping something to the Member who redeemed the Reward. This status includes a wide range of values, such as Confirmed / Paid, Shipped, and Delivered. See Change Fulfillment Status for more information.

Redemption Approval

Redemptions can optionally move through an approval workflow. The possible approval status values are:

  • Submitted: The Member has redeemed the Reward, and the platform has created the Redemption, but it has not yet been reviewed.

  • Approved: The Redemption has been approved.

  • Rejected: The Redemption has been manually rejected and the Member is ineligible to receive the prize associated with the Reward.

  • Returned: The Redemption has been rejected, but the Member has the opportunity to again redeem the Reward.

From the Redemptions screen, you can manually approve or reject a Redemption. See Approve or Reject a Redemption for more information.

Access

To access the Redemptions screen, select Rewards from the top navigation bar, then select Rewards > Redemptions from the side navigation menu.

For more information on the search options available on the Redemptions screen, see Search for a Redemption.

Exports

The platform supports only Standard Exports for exporting Redemptions. See Export Redemptions for more information.

Imports

The platform supports only Standard Imports for importing Redemptions. See Import Redemptions for more information.

 Change Redemption Status Approve or Reject a Redemption View Redemption Details