How to Manually Claim a Reward for a Member in Ostana

Last updated: June 14, 2025

Sometimes a member needs help redeeming a reward at the counter or over the phone. Ostana makes it easy for staff to manually claim rewards on behalf of members.

🌟 When to Use Manual Reward Claiming

  • In-store redemptions

  • Phone-based customer service

  • Resolving redemption issues

  • Surprise gifting (for VIPs or complaints)

✅ Step-by-Step: Claim a Reward for a Member

1. Go to the Members Tab

Navigate to the left-hand menu and select Members.

2. Open the Member's Profile

Search or scroll to locate the member, then click on their name.

3. Scroll to the "Rewards" Tab

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In the member profile, click the Rewards tab (next to Transactions, Offers, etc).

4. Review Available Rewards

You’ll see:

  • Surprise Rewards (separate tab)

  • Unlocked Rewards

  • Point-based Rewards

5. Click "Claim" Next to the Desired Reward

  • A pop-up will appear to confirm the redemption

  • Optionally add a note (e.g. claimed at POS, phone claim)

6. Confirm Claim

Once confirmed:

  • Points will be deducted

  • Reward will move to the Claimed Rewards tab

  • Member transactions will reflect the redemption

🧱 Staff Tip

  • Always check that the member has enough points and meets the eligibility

  • Use notes to track manual claims for team audits

🚧 Troubleshooting

Reward not clickable?

  • It may be expired, tier-locked, or already claimed

Claim button missing?

  • Confirm the member is eligible or has enough points

Use this flow to create seamless in-person and remote reward experiences for your customers.