Orders

Orders are created when members redeem rewards from your Rewards Catalog. Each order contains one or more order items—individual rewards a member checked out. Use Orders to track fulfillment progress, update shipping details, move items through your workflow, and export data for suppliers.

Orders are not created manually in the admin. They appear automatically when members redeem on your program website (including multi-item checkout when Rewards Shopping Cart is enabled in settings).

Overview

From Rewards → Orders you can:

• Monitor fulfillment with status summary cards and filters
• Work line-by-line on the Orders By Item tab—best for supplier fulfillment queues
• Review by member on the Orders By Member tab—best for cart-level delivery details
• Bulk-update selected item statuses
• Edit individual items (status, quantity, shipping address)
• Export order lines to CSV for external fulfillment

Tabs

Where to find it

• Route: /orders/{programId}
• Side navigation: Rewards → Orders

The Dashboard Open Orders panel links here when redemptions need attention.

Prerequisites

• An open program with the Rewards Catalog app enabled
• Program administrator access assigned to your account
• Editor role (or higher) to edit orders, change statuses, or export—Observer can view lists
• Rewards and suppliers configured so redemptions route to the right fulfillment contact

Order statuses

There are two levels of status—order (the member’s checkout) and order item (each reward in that checkout).

Order status (cart level)

Used on Orders By Member and in the View Order dialog.

Order status does not replace item-level fulfillment tracking. Use order item statuses for day-to-day fulfillment.

Order item status (line level)

Used on Orders By Item, in View Order, and when editing a single item.

Move items forward as you fulfill them. Cancelled is the only item status that triggers an automatic points refund (see Points and cancellations).

Step-by-step

Monitor orders (Orders By Item)

1. Open Rewards → Orders → Orders By Item.
2. Review the summary cards at the top—counts, share of total, points, and estimated dollar value per status (Open, Processing, Shipping, Completed, Cancelled), plus Total Points Value.
3. Use Search to find items by reward title.
4. Filter By Status and Filter By Supplier to narrow the list (for example, all Open items for one supplier).

Dollar values on summary cards use your program Points Multiplier from Settings → General Settings → Rewards.

Bulk-update item status

1. On Orders By Item (or inside View Order on the member tab), select one or more rows using the checkboxes.
2. Choose a status from Update Status To...
3. Click apply.
4. Review the Confirm the following changes dialog—it shows each line, the status change, and any points impact.
5. Click Continue to apply (blocked if a member has insufficient points when reinstating a cancelled item—see below).

You can select items from multiple member orders on Orders By Item; the system groups updates by underlying order.

Export order lines

1. On Orders By Item, apply filters if you want a subset.
2. Click Download (N records).

The CSV includes status, product, member contact and address fields, supplier, SKU, price, points, quantity, and timestamps. Export is disabled on demo programs.

View a member order (Orders By Member)

1. Open the Orders By Member tab.
2. Search By Name or Filter By Status (Open / Closed).
3. Click the member name or choose View Order from the row menu.

The View Order dialog shows:

• Deliver To and full delivery address (editable)
• Ordered By — member name, email, phone (read-only)
• Order Points — total points for the cart
• Order status — Open or Closed
• A table of all line items with the same bulk status tools as Orders By Item

Click Save after editing delivery details or order status. Use Close to exit without saving.

Edit a single order item

1. From Orders By Item or View Order, click the item title or choose Edit Order Item from the row menu (requires Editor role).
2. Use the dialog tabs:

Reward — Read-only snapshot: reward title, SKU, member, supplier, cost price, description.

Order — Status, Quantity, points each/subtotal, order dates. Changing status to or from Cancelled affects member points (confirmation dialog appears before save).

Shipping — Recipient Name, address, city/suburb, state, postcode, country. Member email is read-only.

3. Click Save (or Close on read-only items—see below).

View Reward from the row menu opens a quick read-only preview of the catalog item (image, SKU, points, supplier).

Incentable Managed Fulfillment orders

Some line items—typically digital gift cards fulfilled by Incentable—show Incentable as the supplier. When you open Edit Order Item on these lines, the form is read-only: you can review reward and shipping details but cannot change status, quantity, or address from your admin.

For rewards you fulfill via your own suppliers, you have full edit access on the Order and Shipping tabs.

Points and cancellations

Points are deducted when a member redeems. Status changes that involve Cancelled adjust points automatically:

Bulk updates and single-item edits both show a confirmation when points will change. Bulk apply is blocked if reinstating a cancelled item would deduct more points than the member’s current balance.

Other status moves (for example Open → Processing) do not change point balances.

Tips and limitations

• Fulfillment workflow — A common path is Open → Processing → Shipping → Completed. Use Cancelled only when the redemption should not stand and points should return to the member.
• Supplier filters — Filter Orders By Item by supplier to batch work for each fulfillment partner. Lines fulfilled by Incentable appear with an Incentable badge.
• Two views, one data set — The same order items appear on both tabs; choose the view that matches your task (queue vs. member cart).
• Editor required — Observer role can browse orders but cannot edit, bulk-update, or export.
• Demo programs — CSV download is disabled on demo programs.
• No manual order creation — Orders come from member redemptions only; use the catalog and points setup so members can redeem first.

Related

• Rewards Catalog — Rewards, suppliers, and catalog setup
• General Settings — Shopping cart and points multiplier (Rewards tab)
• Dashboard — Open orders and redemption metrics
• Members — Member profiles and point balances
• Fund — View fulfillment funding (when enabled for your program)