Managing Claims for Custom Rewards

Viewing Claims

• Access Manage Custom Reward Claims page
• View customer name, reward, points spent, timestamp, status, additional info, and notes
• Filter by status or reward, sort by date, customer, or status

Claim Statuses

• Pending: Newly claimed, awaiting action
• In-Progress: Actively working on fulfillment
• On-Hold: Paused, waiting for info or supplier
• Fulfilled: Completed and delivered

Updating Claim Status

• Single claim: navigate to claim, select new status, optionally add note, click update
• Bulk update: select multiple claims, click update status, add optional note, confirm
• Notes help track progress and reference customer inquiries

Refunds

• Manual refunds available for pending, in-progress, or on-hold claims
• Cannot refund fulfilled claims
• Process: navigate to claim, click refund, confirm → points returned, claim marked refunded

Customer Claim and Tracking

• Customer views rewards in loyalty widget or account page
• Claims reward and completes additional information form (if any)
• Points are deducted immediately, customer receives confirmation
• Validation: sufficient points, limits not exceeded, required form fields complete
• Customers track claims via Loyalty Widget: view status (pending, in-progress, on-hold, fulfilled) and read notes

Please check more about it here: https://key-stone.app/docs/loyalties/rewards/custom-rewards.html