Overview
From a client's profile, administrators can see everything the patient can redeem in the Patient App and can redeem or undo redemption on the patient’s behalf. This includes purchased treatments and packages, membership treatments, rewards, and automated offers.
This article is for front-desk staff, managers, and admins who help patients redeem in the office or troubleshoot wallet issues.
Before You Start
Open the patient from Client Profiles in the left-side navigation.
On the client profile, either scroll down to Rewards or Treatments, or you can click Wallet.
Redeeming on behalf of a patient marks items as redeemed in their account. Confirm identity and eligibility before redeeming.
Some actions require specific permissions. Check with your practice admin if buttons are missing.
Why It Matters
In-office redemption through the Admin Panel helps your team:
Honor app purchases at the front desk without asking patients to redeem on their own device.
Correct mistakes by undoing accidental redemptions when allowed.
See the full wallet picture across treatments, memberships, rewards, and automated offers in one place.
Avoid double-discounting by understanding how admin redemption affects in-app discounts.
How It Works
Wallet layout: The page groups redeemables into four tables:
Treatments & Packages — Purchased treatments and package units.
Membership Treatments — Included monthly or periodic membership benefits.
Rewards — Sign-up and visit rewards.
Automated Offers — Birthday, loyalty, and retention offers.
Use Redeemed in the top-right of each category to switch between available and already-redeemed items. Tables with more than five entries show View all available rewards (or equivalent) to expand the list.
Treatments & Packages columns
Treatment name
Package name (package purchases only)
Available quantity / remaining quantity (multiple units of the same treatment condense into one row)
Last purchased date / last redeemed date (most recent date when multiples exist)
Redeem / Undo redeem action
Membership Treatments columns
Treatment name (memberships with Choose from groups show one row per available choice; unselected options appear first)
Membership name
Available quantity / remaining quantity
Last earned date / last redeemed date
Redeem / Undo redeem action
Rewards columns
Reward name
Redemption type: In-app or in-office
Earned date / redeemed date
Redeem / Undo redeem action (or Bank for RepeatCash where applicable)
Automated Offers columns
Offer name
Offer type: Birthday, Loyalty, or Retention
Redemption type: In-app or in-office
Expiration date
Redeem / Undo redeem action
Redeem and undo rules
Treatments with quantity: When a patient has multiple units, choose how many to redeem or undo.
Rewards and RepeatCash: Administrators, Managers, and Staff can redeem a reward or bank it for RepeatCash. You cannot undo a reward already banked for RepeatCash.
In-app discounts: When an admin redeems a reward or automated offer that grants an in-app discount, that discount becomes unavailable to the patient in cart and on existing orders. If an admin undoes a redemption the patient had not already used in checkout, the in-app discount becomes available again.
Step-by-Step Instructions
View available redeemables
Log in to the Admin Panel.
Click Client Profiles in the left-side navigation.
Search for and open the patient’s profile.
Click Wallet.
Review Treatments & Packages, Membership Treatments, Rewards, and Automated Offers.
To see redeemed items, click Redeemed in the top-right of a category.
If a table is truncated, click View all available rewards (or the equivalent link for that category).
Redeem on behalf of a patient
On Wallet, find the item in the appropriate table.
Click Redeem.
For treatments with multiple units, enter the quantity to redeem.
Confirm the redemption.
Redeem a reward for RepeatCash
In the Rewards table, locate the reward.
Click Bank for RepeatCash (or Redeem, then select RepeatCash if prompted).
Confirm. The patient receives RepeatCash per your program settings.
Note: Banking for RepeatCash cannot be undone from the Admin Panel.
Undo a redemption
Click Redeemed for the category.
Find the item to reverse.
Click Undo redeem.
For multi-unit treatments, enter the quantity to restore.
Note: You cannot undo rewards already banked for RepeatCash.
Best Practices and Pro Tips
Verify the patient before redeeming high-value packages or membership treatments.
Check Transactions when a patient insists they purchased something not visible on Services & Rewards. See View patient order history (Admin Panel).
Coordinate RepeatCash banking with your program rules. See Set up and manage RepeatCash (Admin Panel).
Undo promptly if you redeem the wrong item before the patient checks out with an in-app discount.
Use Manage free services guidance when redemption involves free-service offers. See Manage free services for rewards and offers (Admin Panel).
Common Mistakes and FAQs
Q: I don’t see an item the patient expects. Where else should I look?
A: Check Order History for the purchase and confirm the patient is signed into the correct account. Membership benefits may appear under Membership Treatments only after earning.
Q: Can I undo a reward after banking it for RepeatCash?
A: No. RepeatCash banking is final from the Admin Panel.
Q: Why did the patient’s in-app discount disappear after I redeemed an offer?
A: Admin redemption of discount-type rewards or automated offers consumes the discount for in-app use. Undo the redemption if it was a mistake and the patient has not already used the discount.
Q: Can I redeem part of a multi-unit package?
A: Yes. Use the quantity selector when redeeming or undoing treatments with multiple available units.
Q: What’s the difference between in-app and in-office redemption type?
A: It reflects how the reward or offer was configured to be used. Admin Panel redemption works for both when the item is available.
Q: Who can redeem on behalf of patients?
A: Administrators and roles with patient profile access per your practice permissions.
Next Steps and Support
Need help? Email support@repeatmd.com