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A Reward is a dynamic dollar-off discount with an attached expiry date, assigned to a specific customer profile.

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Key characteristics

  • Rewards are a discount, not a payment (unlike Credits)
  • A customer can have more than one reward active at the same time
  • The Reward Balance is the sum of all unused, unexpired rewards on a profile
  • Rewards can be redeemed in any amount up to the balance: not necessarily in the amount they were issued
  • When multiple rewards exist, the one with the nearest expiry date is used first
  • Brands can define restrictions: e.g., rewards cannot be used to purchase gift cards or cover shipping. On Shopify, specific products can be excluded via a product metafield

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How rewards are generated

Rewards can be triggered by:
  • Events: automatic issuance on specific events (account creation, birthday, tier attainment)
  • Spend milestones: issued automatically when cumulative spend crosses a threshold
  • Manual issuance: by staff with Manager or Admin role in CX Manager or Clienteling
  • Reactions: programmatic issuance based on any Omneo event

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Reward types (examples)

Brands configure Reward Definitions in CX Manager and group them into types:

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Campaigns and issue limits

A Reward Definition can carry a campaign, a free-text label that groups definitions, like the campaign on a Benefit Definition. It is not the Campaign type above: the type says what kind of reward a definition is, while the campaign names one group of definitions, such as the thresholds of a single spend program. It is not a campaign window either, since it has no dates. See Definition dates, and what each one actually gates. Definitions that share a campaign can share an issue limit. A Reaction’s reward.create action can cap how many rewards a profile holds across all of them within a window, for example two in any 30 days across three spend thresholds. A limit can pool definitions by type instead, which is coarser: every definition of that type joins the pool. The limit counts every reward in the pool however it was issued, including rewards issued by staff, and a withheld reward does not use up the limit. When the limit withholds a reward, Omneo can record it on the profile as an interaction. See Limiting how many rewards are issued.

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Reward extensions

Brands can enable extension mechanics for specific reward types, customers can request an extension via a link in Profile Portal, granting extra time before the reward expires.

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How rewards are applied at purchase

Rewards are applied after Benefits as the “last dollar off” discount, apportioned across all eligible items in the transaction. At Shopify checkout, eligible items are the cart lines that are not gift cards and not excluded from reward redemption.
See Issue, Claim, Extend, Redeem for the full redemption flow.