Introduction

Purpose: This guide explains how to manage ambassador reward redemptions, reverse redemptions, and resolve common fulfillment errors in the Fulfillments section.
Context: The Fulfillments section, located under the menu Compensation, serves as the central hub for monitoring and managing reward redemptions. Key functionalities include:
- Viewing detailed redemption records.
- Reversing redemptions when necessary.
- Troubleshooting errors encountered during the fulfillment process.

Important: Only rewards fulfilled through Shopify display delivery statuses. Automated email fulfillments are not tracked in this section.

Viewing and Managing Redemptions

Access the Fulfillments Section
- Navigate to Compensation → Fulfillments.
- Use the Fulfilled and Unfulfilled tabs to filter redemption records.
Understanding the Fulfillment Table
The Fulfillment table contains essential information to manage redemptions effectively:
- Name: The ambassador who redeemed the reward.
- Date Claimed: The date of reward redemption.
- Status: Current state of the redemption (e.g., Fulfilled, Pending, or Error).
- Offer Name: The name of the redeemed reward or product.
- Redemption Code: A unique code associated with the redemption.
- Instructions: Additional details for completing the fulfillment.
Available Actions:
- View Details: Review full redemption information, including ambassador details and delivery progress.
- Resend Confirmation: Send the confirmation email again to the ambassador.
- Reverse Redemption: Undo the redemption and return points to the ambassador (does not cancel the reward delivery in the shop).

If a redemption must be undone (e.g., due to ambassador error or an incorrect reward selection):

Locate the redemption in the Fulfillments table.
Click the Reverse Redemption button.
- Effect: Points spent on the reward will be returned to the ambassador's profile.
- Note: This action does not cancel the order in the shop (e.g., Shopify).
  - If the reward has already been delivered, the order cannot be reversed.
  - Orders that have not been shipped must be manually canceled directly in the shop.
Restock the item if needed after reversing the redemption.

If errors occur during the auto-fulfillment process, hover over the ERROR label in the Fulfillments table to view the issue.

Below are common errors and their resolutions:

ERROR: CRM ID Not Found
- Cause: SocialLadder and Shopify user accounts are not synced (e.g., due to formatting inconsistencies).
- Fix: Verify and correct the following fields:
  - State
  - City
  - Date of Birth
  - Address Format
ERROR: Missing User Information from Custom Field
- Cause: Required address information is incomplete.
- Fix: Ensure all address fields are properly filled. Contact the ambassador for updated information if needed.
ERROR: Product Not Found in Shopify
- Cause: The reward's SKU is uavailable in Shopify (e.g., due to stock depletion or removal).
- Fix:
  - Verify the SKU's availability in Shopify.
  - Update the SKU in the Rewards section as needed.

What happens when I reverse a redemption?
- The ambassador's points are returned to their profile but the order in the shop (e.g., Shopofy) must be manually canceled. If the product has already been delivered, it probably cannot be canceled or restocked.
How can I check why a reward was not fulfilled?
- Locate the redemption in the Fulfillments table and hover over the ERROR label for detailed information and suggested resolutions.
Can I resend a confirmation email for a redemption?
- Yes. Use the Resend Confirmation action to resend the email.
What should I do if a product's SKU is missing?
- Verify and update the SKU in Shopify. Ensure the SKU matches in the Rewards section.

Regularly review the Unfulfilled tab to address pending or incomplete redemptions promptly.
Always cancel orders in the shop (e.g., Shopify) manually after performing a reverse redemption to avoid confusion.
Verify SKUs regularly in both Shopify and the Rewards section to ensure smooth fulfillment.
Use the Export option to analyze trends and identify recurring issues.