Reward fulfillment
Track every reward members receive, fulfill custom rewards, retry failed ones, and cancel redemptions.
Reward fulfillment is where you track the rewards members receive from activities, tiers, purchase incentives, and redeemable rewards. Since Cevoid fulfills most rewards automatically, your team uses it to process custom rewards and to follow up on rewards that failed.
Navigate to Loyalty → Fulfillment to manage reward fulfillment.
How reward fulfillment works
The Reward fulfillment page lists every reward members receive, except points: points go straight to the member's balance and aren't listed.
- Automatic rewards: Cevoid creates and delivers discount codes, free products, and badges. They show as In progress while Cevoid creates them, then as Fulfilled automatically, or as Failed if something went wrong.
- Custom rewards: your team delivers them outside Cevoid. They arrive as Unfulfilled and wait for your team to mark them as fulfilled.
Fulfillment in the sidebar shows a red count of failed rewards and a count of unfulfilled ones. The program overview also lists rewards that failed or wait to be fulfilled.
The page opens on Unfulfilled when there are unfulfilled rewards, otherwise on All. The tabs are All, Unfulfilled, In Progress (including rewards being retried), Fulfilled (by your team, by Cevoid, or by a third party), Cancelled, and Failed. The table's columns are Reward, Source, Type, Member, Status, Awarded by, and Awarded at. You can search the table and filter it.
Reward statuses
| Status | Description |
|---|---|
| Unfulfilled | The reward is waiting for your team. Custom rewards start here |
| In progress | Cevoid is creating the reward, or your team set it to In progress while handling it |
| Retrying | Cevoid is trying again to deliver a failed reward |
| Fulfilled | Your team marked the reward as fulfilled |
| Fulfilled automatically | Cevoid delivered the reward to the member |
| Fulfilled by third party | Another system delivered the reward |
| Cancelled | The reward was cancelled and won't be delivered |
| Failed | Something went wrong when Cevoid tried to deliver the reward |
| Failed by third party | Another system failed to deliver the reward |
Reward details
Open a reward to see its details in the Reward fulfillment drawer. You can also open it from the member's profile, on the Loyalty tab, or from a redeemable reward's page.
| Section | What it shows |
|---|---|
| Fulfillment | Status, Failed reason for a failed reward, Created at, Fulfilled at, and Fulfilled by (Manually, Cevoid, or Third party) |
| Recipient | The member and their email |
| Source | Where the reward came from, such as an activity, a redeemable reward, a tier entry reward, or a purchase incentive, and the member's Market |
| Discount code details | The Code with Copy code, whether it's one-time or multi-use, its Code status (Active, Used, or Expired), and when it Expires |
Use the Status dropdown to set a reward to Unfulfilled, In progress, Fulfilled, or Cancelled. The dropdown is locked for rewards fulfilled automatically or by a third party.
Fulfill a custom reward
When a member earns a custom reward, it appears on the Reward fulfillment page as Unfulfilled for your team to process.
- Navigate to Loyalty → Fulfillment
- Open a custom reward with Unfulfilled status
- Verify the member and reward details
- Deliver the reward to the member outside of Cevoid
- Click Mark as fulfilled
From a profile:
- Navigate to Profiles and open the member's profile
- Click the Loyalty tab
- Open the menu on the reward's row
- Click Mark as fulfilled
Retry a failed reward
A failed reward always has a Failed reason that says what happened, and for discount codes whether a code was created. A connection failure, for example, is usually temporary. Read it before you retry.
- Navigate to Loyalty → Fulfillment
- Open a reward with Failed status
- Read the Failed reason
- Click Retry fulfillment. The status changes to Retrying.
Retry fulfillment shows for rewards that are Failed or Retrying, as long as the member is still in your program.
Cancel a reward
Cancelling gives the member back the points they spent on a redeemable reward. Only rewards bought with points can be cancelled this way: activity, tier, and purchase incentive rewards cost the member nothing, so there's nothing to give back.
A failed redemption keeps the member's points until you retry or cancel it. Cevoid never refunds points automatically.
- Navigate to Loyalty → Fulfillment
- Open the redeemed reward
- Click Cancel reward
- Click Cancel reward in Cancel this reward?. The member's points are refunded and the reward isn't delivered.
Selecting Cancelled in the reward's Status dropdown asks for the same confirmation.
Cancelling a reward can't be undone. A cancelled redemption can't move to another status.
To give back points for an undelivered redemption, cancel the reward instead of adjusting the member's points. A manual adjustment adds new points with a new expiry date and counts toward tier progress. A cancellation returns the original points with their original expiry.
Customer experience
Members see their rewards in the My rewards widget. Until a reward is delivered, it shows "This reward is being processed." and no code. Once Cevoid or your team fulfills it, the member sees the reward, and for discount codes and free products the code with Copy code.