Reward Redemption

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

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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 your register (Toast, Square, Lightspeed, Shift4 or Clover) when a member is identified. On Clover, staff pick the member's discount themselves (see Using Member Rewards on Clover). 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).
• Program shipments and pickups - Fulfillment discounts are automatically applied to each order, held to the reward's maximum discount if it has one.
• Recorded by hand - You log the redemption yourself in MemberZone. This is the path if you run no POS integration, and the one to use whenever a reward is given away off-register.

Every redemption records which of these it came from, so you can tell a register discount from one your staff logged. The Redemptions page and its export show it as the source: Toast, Square, Lightspeed, Clover, Shift4, Online or Manual.

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Redemption Tracking

There are two places to view redemption activity:

• Redemptions page (Rewards → Redemptions in the sidebar) - Dedicated table of every redemption across the location with sorting, filtering, and an export.
• The member sidebar - Each member's own history, per membership (see Per-Member Redemption History below).

The Rewards page (Rewards → Rewards) is where you set rewards up rather than track them: it lists every reward with its value, tiers, limits and whether it is set up at your location. See Rewards and Discounts.

Exporting redemptions

Click Export on the Redemptions page to open the Export redemptions sidebar. Pick Excel (.xlsx) or CSV (.csv); the sidebar lists the filters that apply (search, location, reward, status, pickup comps), and the file holds every redemption matching your current view. Each row has the date and time, First Name, Last Name, email, phone, member code, custom ID, reward and reward type, quantity, source, status, reversal date and reason, location, sales associate and POS server ID, and membership type.

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.

Per-Member Redemption History

On the People page, click a contact row to open their sidebar, open their membership, then its Rewards tab. It shows the membership you are viewing:

• Rewards - A card per reward with how many uses are left this cycle on this membership, how many of the limit are used, and Starts {date}, Available from {date} or Resets {date} underneath (in your business's time zone). With Manage Member Rewards, a reward with a limit has Reset and Adjust (both open the Adjust allowance sidebar, where you choose Grant, Deduct or Reset), and Redeem
• With points - When the person is enrolled in your active rewards program, the rewards they can buy with points, cheapest first, with their points balance beside the heading and each reward's cost ("{n} points each", in red when they can't afford it). With Manage Member Rewards, each has Redeem (greyed out when they don't have enough points or nothing is left), plus Reset and Adjust when it has a limit. A points reward belongs to the person, not to a membership, so it shows the same on each of their memberships, and its Reset says so: "Clears what they've used {cycle} for the whole member, since a reward bought with points isn't tied to one membership." A membership reward's Reset reads "Clears what they've used {cycle} on this membership."
• Adjustment History - Grants (+n), deductions (-n) and resets your staff made on this membership, with the reward, who did it, when, and the reason
• Redemption History - A log of every redemption on this membership with dates, locations, quantities, and where each one came from

Members With More Than One Membership

Each membership that includes a reward has its own allowance, its own cycle and its own start date. When a member has two memberships that include the same reward:

• The register offers what both have left, added up.
• A redemption that doesn't name a membership (Toast, Square, Lightspeed, Shift4, the online store, or Redeem on the People page) comes out of the first of their active memberships that still has enough left. The People page has no membership picker; MemberZone chooses.
• In the member sidebar, open the membership you want: Redeem, Reset and Adjust apply to that membership, and its history is shown. Rewards under With points are the exception: they belong to the whole member, so a Reset or Adjust there applies across all their memberships.

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Recording a Redemption by Hand

Use this when a member redeems a reward somewhere the system cannot see it: at a merchant with no POS integration, at an offsite event, or any time staff hands something over without ringing it up.

There are two ways in, both requiring the Manage member rewards permission:

• People page - The Available rewards column lists what each contact can still redeem across all their memberships, with a Redeem button on each reward that opens the Redeem reward sidebar on it. The column appears only for merchants with no POS connected: where a register is live, it is the only thing that knows a reward changed hands, and a second redeem button in the contact list would let the same allowance be spent twice. The sidebar has no membership picker: the redemption comes out of the first of the member's active memberships with enough left.
• Member sidebar - In the membership's Rewards tab, each reward has a Redeem action (alongside Reset and Adjust for a reward with a limit). It opens the same Redeem reward sidebar on that reward, and the redemption comes out of the membership you are viewing. Rewards under With points are redeemed here too, and their points come off the person's balance. This one is always available, including for merchants on a POS, so staff can log a reward handed over away from the register.

A recorded redemption is a real redemption: it counts against the member's cycle and daily limits immediately, and it is refused if their allowance is already spent. For a points-priced reward, the points come off the member's balance at the same moment, and the entry is rejected if the balance will not cover it.

Redemptions are always recorded at the current time. There is no way to backdate one.

Voiding a recorded redemption

A redemption you recorded by hand can be voided from the redemption history, which gives back the allowance and refunds any points it spent. Redemptions that came from a POS cannot be voided here - the register is the system of record for those, and undoing one in MemberZone would leave the two disagreeing. Void the check in the POS instead, and the reversal flows back automatically.

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Redemption Cycle Tracking

Redemptions are tracked per membership, 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: Rolling hours, Daily, Weekly, Monthly, Quarterly, Yearly, Each membership week, Each membership month and Each membership period. Each reward has its own cycle setting, configured in the reward's redemption limits.

Calendar cycles vs. hourly windows

Daily, Weekly, Monthly, Quarterly and Yearly are calendar cycles: everyone's allowance resets together at the same fixed boundary, regardless of when they last redeemed. That boundary is local midnight where the redemption happens: the redeeming location's time zone, or your business's time zone when there is no location. A daily limit resets at the same local midnight. See Time Zones.

An hourly cycle works differently. You set a window length (for example, every 6 hours) and the allowance frees up on a rolling basis, measured back from the current moment rather than from a boundary. A member who redeems at 2pm on a "1 every 6 hours" reward can redeem again at 8pm - not at midnight, and not at the top of the next hour. This means each member's window is their own, and it can cross midnight: at 2am, a redemption from 9pm the previous evening still counts against a 6-hour window.

Hourly cycles pair naturally with a daily limit. "1 every 6 hours, at most 3 per day" caps both how closely together redemptions can happen and how many the whole day allows.

Membership cycles

Each membership week, Each membership month and Each membership period follow each member rather than the calendar. Weeks and months count from the day the member's benefits started and reset at midnight in your business's time zone; the membership period resets when the member's own billing period renews, or on each anniversary of the grant for a complimentary member. Moving a member's next bill date makes the current period run longer instead of starting a new one. See Rewards and Discounts. On a weekly or every-2-weeks program where everyone shares the same week, a membership week turns over on Monday with the program's cycles instead of on the member's joining weekday. The calendar Weekly limit still resets on Sunday.

When the allowance is held back

A membership gets no per-cycle allowance while it is paused, staged or cancelled, owes an unpaid bill, or hasn't been paid for since its paid-through date passed. A billed member keeps the current cycle if they were paid up when it began, or are now; complimentary members are always covered. Extra uses you grant still count. When the member resumes or pays, they get the cycle they are in now, not the ones they missed.

A reward set to start for imported members at their first renewal (see When Members Get It) also holds their allowance until then; the sidebar shows Starts {date}.

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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. On Toast, reopening and re-closing a check isn't a void: the member keeps their rewards (see Reversals).

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.

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Redemption Adjustments

Sometimes standard limits do not fit the situation. Adjustments let you change what a specific member has left of a specific reward this cycle.

Adjustments apply to the membership you are viewing in the member sidebar. A points reward (under With points) belongs to the person, so its adjustments apply to them across all their memberships.

Click Reset or Adjust on a reward with a limit to open the Adjust allowance sidebar (the reward and the member's name are under the title). Choose Grant, Deduct or Reset. A preview shows how many uses are left this cycle now and after your change. Add an optional Reason ("e.g. Comped for a missed visit"), then click the button at the bottom.

Grant

Adds extra uses on top of the base limit for the current cycle. Set Extra uses with the minus and plus buttons (at least 1) and click Grant +{n}. A grant counts even while the member's allowance is held back (for example while they owe a bill).

When to grant:

• 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

Deduct

Takes uses away from what the member has left this cycle. Set Uses to remove and click Deduct {n}. You can't take away more than they have left: the sidebar says "Only {n} uses left to take back." and won't save, so a member never ends up owing uses. A deduction lasts for the current cycle only; the next cycle starts with the full allowance.

When to deduct:

• A member used a reward somewhere MemberZone couldn't see, and you'd rather not record it as a redemption
• A grant was made by mistake or was too generous

Reset

Click Reset usage to restart the member's redemption count for the current cycle of that membership, as if the cycle started fresh. It never clears today's daily limit: redemptions made today still count against the per-day cap ("Today's daily limit still counts what was redeemed today.").

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

Adjustment Details

Each adjustment is listed under Adjustment History with:

• The change - +n for a grant, -n (in red) for a deduction, or Reset
• The reward it applies to
• Who made it and when
• Reason - the note entered, if any

A grant, deduction or reset reaches a connected Square or Lightspeed register right away.

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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, after any maximum discount)
• Discounts apply to eligible items based on the reward's item type setting (Alcohol, Non-Alcohol, or All)
• A Minimum spend must be reached by the items the discount covers, or the discount doesn't apply
• A Maximum discount caps what the discount takes off the order, spent on the most expensive items first. The cart preview, the order and the charge all use the same capped prices, and if the order is edited later the maximum is spread again over what is left
• Fulfillment discounts have no redemption limits, so they apply to every qualifying order
• Flat discounts are applied per-item (e.g., $5 off per item × 6 items = $30 total discount)

See Rewards and Discounts for how each channel holds the maximum.

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Troubleshooting: Rewards Not Working

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

1. Is the reward active? - Inactive rewards are not offered even if attached to the tier. A tier's Rewards step keeps them on the tier, marked Inactive.
2. Is it configured for this location? - Check and Item scope rewards must be switched on at the specific location. Not Configured on the Rewards page opens the reward's Where step, where each location has its own switch.
3. Does the member's tier have this reward? - Verify the reward is attached to their tier
4. Has the member exceeded their limit? - Check current cycle usage in the member sidebar. Available from {date} says when they have more.
5. Have their benefits started? - Starts {date} means the reward waits for an imported member's first renewal.
6. Are eligible menu items configured? - For Item scope with Specific mode, qualifying items must be selected for the location
7. Is the POS integration connected? - POS rewards require an active POS connection (check Settings → Integrations)
8. Is the member active and paid up? - Only Active and Trialing members receive discounts. Paused, staged and cancelled members, and members who owe a bill, get no per-cycle allowance until they are back in good standing.