Overview
Staff can now void an earned, unused reward directly from a client's profile, with a required internal note explaining why. Voided rewards disappear from the client's wallet immediately without being redeemed — but nothing is lost. Every voided reward lives in a new Voided tab, where staff can add it back at any time. A new Locked tab also shows rewards the client hasn't earned yet, so staff can see what's coming next without mistaking it for something already available.
Before You Start
The Rewards card lives on a client's profile, under the Wallet tab.
Only earned, unused rewards can be voided. Locked and already-redeemed rewards can't be.
Voiding a reward requires an internal note. This note is never shown to the patient — it's for your team's record only.
Voiding is reversible. A voided reward can be added back at any time from the Voided tab.
How It Works
The Rewards card on the Wallet tab in client's profile has four tabs: Available, Locked, Redeemed, and Voided.
Available. Earned, unused rewards that you can redeem or void. The tab header reads: "Only earned, unused rewards can be voided."
Locked. Rewards the client hasn't earned yet, with the criteria still needed (for example, "Unlocked in 3 more visits or $1,500.00 spend") and whether it's In-office or In-app. The tab header reads: "These rewards have not been earned yet. They cannot be redeemed or voided." A View all locked rewards button expands the full list.
Redeemed. Rewards the client has already redeemed.
Voided. Rewards staff removed. Each row shows the reward, the Internal note, who removed it (Removed by) and when (Removed on), and an Add back button.
Voiding a reward. Once voided:
The reward disappears from the client's wallet in the Patient App without being redeemed.
The reward moves to the Voided tab in admin, along with the internal note, who voided it, and when.
Nothing is deleted. The reward can be added back at any time.
Restoring a voided reward.
Clicking Add back from the Voided tab returns the reward to Available, exactly as if it had never been voided.
Step-by-Step Instructions
Void a reward
Open the client's profile and go to the Wallet tab.
In the Rewards table, make sure the Available tab is selected.
Find the reward you want to void and click Void.
In the Void reward modal, review the reward shown and enter an Internal note explaining why you're voiding it (for example, "Invalid reward").
Click Void to confirm, or Cancel to back out.
The modal reads: "This reward will disappear from the client's wallet without being redeemed. You can add it back later." Once confirmed, the reward moves to the Voided tab and disappears from the client's wallet.
Add a voided reward back
On the client's profile, go to the Rewards card and click the Voided tab.
Find the reward you want to restore. Each row shows the internal note, who removed it, and when.
Click Add back.
The reward returns to the Available tab, and the client can see and redeem it again.
Check a client's locked rewards
On the client's profile, go to the Rewards card and click the Locked tab.
Review the rewards the client hasn't earned yet, along with the remaining criteria (visits or spend) and whether each is In-office or In-app.
Click View all locked rewards to see the full list.
Locked rewards can't be redeemed or voided — the tab is read-only.
Best Practices and Pro Tips
Always write a clear internal note. It's the only record of why a reward was voided, so make it specific enough for a teammate to understand later — the note (and who voided it, and when) stays visible on the Voided tab.
Void instead of asking the client to ignore a reward. Voiding removes it from their wallet immediately, so there's no confusion at checkout.
Check the Voided tab before assuming a reward is gone for good. Voiding is reversible — click Add back if you need to.
Use the Locked tab to set expectations. If a client asks what's next, check Locked before promising a reward they haven't earned.
FAQs
Q: Will the client see a reward after I void it?
A: No. Voided rewards disappear from the client's wallet in the Patient App immediately, without being redeemed.
Q: Does the client see my internal note?
A: No. The internal note, along with who voided the reward and when, is only visible to staff on the Voided tab.
Q: Can I undo a void?
A: Yes. Go to the Voided tab and click Add back. The reward returns to Available.
Q: Can I void a locked or already-redeemed reward?
A: No. Only earned, unused rewards on the Available tab can be voided. Locked rewards can't be redeemed or voided.
Q: What's the difference between Locked and Voided?
A: Locked rewards were never earned by the client yet. Voided rewards were earned and available (or already redeemed history-wise) and were manually removed by staff.
Q: Why does one reward show both Redeem and Void, but others only show Void?
A: It's not about reward type. Redeem only appears on rewards tied to your rewards library that this table can redeem directly — rewards issued straight to a client's wallet, like referral rewards, don't get a Redeem button here at all. Void is separate: it only shows while a reward is still earned and unused, and disappears once that reward is redeemed, converted to RepeatCash, or already has a promo code attached to it.
Support
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