Reward Operations

Reward Operations covers what support and loyalty teams need after a Reward has been redeemed: checking the redemption, understanding code assignment, and handling exceptional corrections.

Use Cases

Use Case
-> A Customer redeemed a Reward but did not receive the code.
-> A partner reports that a code is invalid.
-> A Reward redemption must be investigated because points were deducted.
-> A Customer used loyalty balance as payment and support needs to understand the balance movement.

Redemption records

A Reward redemption creates a balance movement and a redemption record. For code-based Rewards, the assigned code is linked to the redemption so support can verify what was delivered.

Check:

• Customer profile Rewards tab.
• Points / Wallet transaction history.
• Reward stock and remaining codes.
• Code batch used by the redemption.

Rollback and corrections

Reward rollback is an exception flow. Before attempting a correction, confirm:

• Whether the Customer already used the code or benefit.
• Whether points or wallet balance were deducted.
• Whether the code can be returned to available stock.
• Whether the partner/fulfillment system has already accepted the redemption.

Do not treat rollback as a normal operator action unless it is explicitly enabled for the Company and reward type.

Loyalty Payment

Loyalty Payment refers to using available balance as payment value at checkout. It is recorded as a negative balance movement, separate from Reward catalog redemption.

Flow	Where it happens	Balance movement
Reward redemption	Rewards catalog	reward transaction
Loyalty Payment / cashback	Checkout/cart flow	score_payment transaction

Configuration

Reward setup is configured in Loyalty and Promotional engine → Rewards. Checkout balance spending is configured under Points & Wallet / loyalty settings depending on the Company operating model.