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

Navigate to Dashboard → Rewards (under the Location section in the sidebar) to view redemption activity.

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

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.