How to set up and manage a Custom reward store

Custom reward stores let you design a fully tailored redemption experience for your organization. This is especially useful for companies that want to offer rewards that reflect their values, budget, and operational realities such as branded swag, PTO, raffle entries, or region-specific experiences. Instead of relying solely on global gift card catalogs, you can create a curated catalog that’s meaningful to your teams and easier to fulfill.

Admins can set up a dedicated Custom Rewards store, add and manage individual rewards, track redemptions and inventory, and control availability—all in one integrated experience. This streamlines processes that were previously manual and fragmented, reducing admin effort while improving visibility and flexibility.

• Your organization offers non-monetary rewards like PTO or internal perks
• You manage a branded swag store or use custom merchandise
• You want to include localized or region-specific rewards
• You need to comply with internal policies or budget restrictions
• You run raffles or giveaways and want to offer those as redeemable items

Set up a Custom rewards store

1. From the Rewards section, click + Add reward store
2. In the "Choose a reward store type" modal, select Custom Rewards
3. Enter a Store name (visible to users)
4. Choose the availability:
   • Entire organization (default)
   • Selected team(s): this allows you to segment who can access the store to redeem their points
5. (Optional) Add a Taxable benefits disclaimer
   • This will appear as a permanent banner in the store
6. Toggle the Store status to set the store Live or leave it Offline until you're ready for users to access it
7. Click Save

Add a reward to your Custom store

1. Click + Add reward in the store dashboard
2. Fill out the reward details:
   • Name
   • Description
   • Image
3. Set the reward value:
   • Points to redeem
   • (Optional) Monetary value: for reporting purposes only, this monetary value is not displayed in the store.
4. Define reward visibility:
   • Reward status: if the reward is available now, set its status to Active, or leave it as Inactive and schedule an availability period (below).
   • (Optional) Schedule availability period: allows you to define ahead of time when the reward will be available in the store.
   • Feature this reward: if multiple rewards are featured at once, the latest item featured will display first.
5. Configure inventory settings:

   • Enable Track inventory to define

     • Available stock
     • Low stock threshold
     • Who should be sent a Low stock notification (admins only)

     Note: if Track inventory is disabled, the stock count will display as unlimited

6. Set redemption rules for this reward:
   • Limit the number of redemptions per user and select the relevant time period
   • Useful for limited or high-demand items like PTO or special swag
7. Add a Fulfillment notification recipient (admins only): users listed here will be notified every time this item is redeemed.
8. Customize the Redemption email with additional instructions: lets you notify the user of any steps required after redemption (eg. provide a mailing address) or what they can expect based on your fulfillment process.
9. Click Save

Manage your Custom reward store

Use the store dashboard to monitor stock levels, pending orders, and take the necessary action.

To fulfill pending redemptions:

1. Click on the reward name or the count of pending orders
2. Select Mark as complete on the order to be fulfilled OR 
3. Select all orders to be fulfilled and select Mark as complete in the bulk action toolbar
4. Customize the redemption email:
   • Use the generic template or add special instructions for the recipient e.g. where/when to collect their custom reward
   • Deselect if no fulfillment notification is needed

Note: Save time by fulfilling orders in bulk

To update an inventory count (up or down):

1. Select the reward in your store
2. Click on Edit stock in the Available stock widget OR 
3. Click on Edit reward
4. Enter the revised count of available stock
5. Click save

Note: Out-of-stock items remain visible in the store unless they are marked as Inactive.

User experience in a Custom reward store

Once your store is live and rewards are active, eligible users can browse and redeem rewards directly from the Rewards section of the platform. Users only see reward stores they’re eligible for based on the store’s availability settings.

• Only Active rewards are displayed, with Featured items displayed first
• Out of stock items display an Out of stock label and cannot be redeemed
• Applicable count and time limits are displayed on items with limited redemptions

• Keep rewards organized with clear names and images
• Use the Featured tag to promote popular or limited-time rewards
• Set up Low stock thresholds and notifications to avoid running out unexpectedly
• Add clear instructions to emails so users know what to expect

Q: What happens if a store is offline?
A: Users won’t see or access it. Only admins can access the store and rewards while it’s offline.

Q: Can I create multiple custom reward stores?
A: Yes. Each can target different teams, regions, or use cases.

Q: What happens if a reward is out of stock?
A: It will be shown as Out of stock and cannot be redeemed until stock is updated. You can remove out-of-stock rewards from the store by changing their status to Inactive.

Q: Can I test a reward before launching it?
A: Yes. Set it to Inactive or schedule it to go live at a later time and click View in store.

Q: Can I reverse a redemption?
A: Yes. Use the Cancel redemption action on pending or completed redemptions. Redeemable points will be refunded to the user and stock count will be adjusted (if applicable).

Problem: Users can’t redeem a reward

• Confirm reward status is Active
• Check store status is Live
• Verify stock is available
• Ensure user has enough points and hasn't hit the redemption limit

Problem: Reward isn’t visible to users

• Confirm it’s marked Active and within scheduled availability
• Ensure it's in a store that’s set to Live and available to the correct audience

Problem: Low stock notifications not sent

• Check that recipients were added in the reward settings
• Make sure inventory tracking and threshold were enabled

Problem: Fulfillment email missing info

• Add custom instructions in the Redemption email section of the reward
• Use the test email feature to preview what users will receive