> ## Documentation Index
> Fetch the complete documentation index at: https://docs.omneo.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Issue, Claim, Extend, Redeem

> The four key lifecycle events for incentives in Omneo.

Every incentive in Omneo goes through a lifecycle. Understanding the four core events, Issue, Claim, Extend, Redeem, is fundamental to building effective incentive programs.

## Issue

**Issuing** creates an incentive instance on a customer's profile. This is the most common entry mechanic, Omneo creates the incentive automatically based on configured logic.

**Who issues:**

* Reaction/automation logic (e.g., issue a reward when spend crosses \$1,000)
* Admin or manager users in CX Manager
* In-store staff in Clienteling
* API (programmatic issuance)

**What gets issued:**

* Rewards (dollar-value discounts)
* Benefits (entitlements and vouchers)
* Points (abstract currency)
* Tier assignments

## Claim

**Claiming** is customer-initiated. The customer requests an incentive they believe they qualify for. Omneo evaluates their eligibility via JSON conditions before granting the incentive.

Claimable benefits are common for:

* "Join date anniversary" benefits the customer can collect each year
* "Complete your profile" benefits requiring specific attributes to be filled
* "Refer a friend" rewards after the referred customer makes their first purchase

The claim mechanic shifts the experience from the brand "giving" something to the customer "earning" something, a subtle but meaningful distinction for engagement.

## Extend

**Extending** pushes the expiry date of an existing incentive forward. Extensions can be:

* **Manual**: by admin or manager users on individual profiles
* **Self-service**: customers can request an extension via a link in Profile Portal (for reward types with extension enabled)

Extension mechanics are typically used for customer service scenarios (e.g., extending a reward for a customer who was on holiday during their expiry window) or as a retention tactic for lapsing customers.

## Redeem

**Redeeming** is the act of using an incentive at purchase. The redemption process differs by incentive type:

### Reward redemption

* Customer presents their profile at POS or is identified at online checkout
* The POS/eCommerce integration calls Omneo to retrieve the reward balance
* The reward amount is applied as a dollar-off discount
* Omneo records the redemption against the reward instance
* The nearest-expiry reward is depleted first

### Benefit redemption

* Customer's profile is identified at purchase
* The benefit's promotional rule is checked: is it eligible for this transaction?
* If eligible, the promotional rule is applied in POS/eCommerce
* Omneo records the redemption against the benefit instance

### Credit redemption

* Customer applies credit at checkout as a payment method
* Credit balance is reduced by the applied amount
* Remaining balance is paid by the customer using standard payment

## Redemption hierarchy

When multiple incentives are available on a profile, the redemption order is:

```
Benefits → Rewards → Credits → Payment
```

Benefits activate first (they are discounts on specific items or categories), then rewards apply to the remaining total, then credits cover any remaining balance before the customer pays.