Reward Redemption

This guide explains how wine club rewards are redeemed, how redemptions are tracked, and how to manage special cases like adjustments and reversals.

How Redemption Works

When a member visits one of your locations or makes a purchase online, their active rewards are checked and applied. The redemption process depends on the channel:

In-person (POS) — Rewards are applied through Toast when a member is identified at the register. See the Loyalty & POS Redemption guide for details on the POS-specific flow.
Online storefront — Fulfillment discounts are automatically applied when a member is signed in during checkout. The system selects the best available discount (largest dollar savings).
Club shipments — Fulfillment discounts are automatically applied to shipment totals.

Redemption Tracking

There are two places to view redemption activity:

Rewards page (Dashboard → Rewards, under Location Management in the sidebar) — Shows redemption activity scoped to your active rewards.
Redemptions page (Dashboard → Redemptions, under Location Management in the sidebar; route /dashboard/business/redemptions) — Dedicated table of every redemption with sorting, filtering, a CSV export, and drill-in to each member. Access requires the View Customers permission.

The redemption dashboard shows:

Which member redeemed the reward
When the redemption occurred
What discount was applied (percentage or dollar amount)
At which location the redemption happened
Items redeemed — Which specific items the reward was applied to
Quantity — How many times the reward was used in a single transaction
Sales Associate — The Toast server (employee) who rang the check up. Synced automatically from Toast's employees API — see Toast — so you can audit redemptions per staff member.

Filtering the Redemptions Page

The filter bar above the table offers:

Search — By member name or reward name.
Location — A specific location, or All Locations.
Reward — A specific reward, or All Rewards (inactive rewards are listed and marked).
Status — Active (the default), Reversed, or All Statuses.
Type — Reward redemptions only (the default), or Include pickup comps. Pickup comps are in-store pickups that staff comped on a Toast check; they appear here as redemption rows when you opt to include them.

Sorting and Drill-In

Sorting is server-side and available on Redeemed At (the default, newest first), Member Name, Reward Name, and Location Name.
Click any row to open that member's sidebar on the right, with their full redemption history and current-cycle usage.
The header download button opens a CSV export dialog that respects the filters and sort you've applied.

Per-Member Redemption History

On the Members page (Dashboard → Members), click a member row to open the member sidebar on the right. Their individual reward activity shows:

Redemption History — A log of every redemption with dates, locations, and quantities
Current Cycle Usage — How many times the member has used each reward this cycle and how many remain

Redemption Cycle Tracking

Redemptions are tracked per member, per reward, and per redemption cycle. When a cycle ends (for example, a new month starts for a monthly reward), the member's count resets automatically and they receive their full allocation again.

The cycle options are: Day, Week, Month, Quarter, and Year. Each reward has its own cycle setting, configured in the reward's redemption limits.

Redemption Reversals

If a transaction that included a reward redemption is voided or reversed (for example, a Toast check is voided), the redemption is automatically reversed. You do not need to take manual action.

Each reversal records:

Reversed Status — The redemption is marked as reversed
Reversed Timestamp — When the reversal occurred
Reversed Quantity — How many redemptions were reversed
Reversal Reason — Why the reversal happened

When reversed, the member's usage count is restored — they can redeem that reward again within the same cycle.

Redemption Adjustments

Sometimes standard limits do not fit the situation. Adjustments let you override normal limits for a specific member on a specific reward.

Reset Adjustments

A reset restarts the member's redemption count as if the cycle started fresh.

When to use a reset:

A technical issue caused a redemption to be recorded incorrectly
A staff error led to a reward being applied when it should not have been
You want to give a member a clean slate for the cycle

Bonus Adjustments

A bonus adds extra redemptions on top of the base limit.

When to use a bonus:

Rewarding a loyal member with extra uses as a thank-you
Making up for a poor experience
Running a special promotion that grants additional uses

Adjustment Details

Each adjustment records:

Who granted it — Which staff member created the adjustment
Reason or note — Explanation for why the adjustment was made
Effective from date — When the adjustment takes effect
Cycle end date — When the adjustment period ends
Bonus quantity (for bonus adjustments) — How many extra redemptions were added

Online Redemption

Members can use their rewards when purchasing through your ecommerce store:

The system automatically selects the best available fulfillment discount (largest dollar savings)
Discounts apply to eligible items based on the reward's item type setting (Alcohol, Non-Alcohol, or All)
Minimum and maximum spend thresholds are enforced
Redemptions count against the same per-cycle quota as in-person and shipment redemptions
Flat discounts are applied per-item (e.g., $5 off per bottle × 6 bottles = $30 total discount)

Troubleshooting: Rewards Not Working

If a member's reward is not appearing, check:

Is the reward active? — Inactive rewards are not offered even if attached to the tier
Is it configured for this location? — Check and Item scope rewards must be enabled at the specific location
Does the member's tier have this reward? — Verify the reward is attached to their tier
Has the member exceeded their limit? — Check current cycle usage in the member sidebar
Are eligible menu items configured? — For Item scope with Specific mode, qualifying items must be selected for the location
Is the POS integration connected? — POS rewards require an active Toast connection (check Dashboard → Integrations → Toast)
Is the member active? — Only members with Active status receive discounts. Paused and cancelled members do not.