1. Getting Started & Access

Q: How do I turn on the Rewards Catalog for my organization?

The Rewards Catalog is not turned on by default. Raise a ticket to the Capillary Product Support team and include your organization ID and the cluster your organization is on (IN, SG, or EU). Once turned on, go to Rewards+ > Rewards Catalog to access it.

Q: What permissions do I need to create and manage rewards?

Contact your organization administrator to assign the appropriate permissions. See User Management for instructions.

Q: Do I need to configure anything before creating my first reward?

Yes. Some fields in the reward creation flow (categories, groups, custom fields, and languages) only appear if you have already added them in settings. Configure these first under Rewards+ > Settings (the icon in the top-right corner of the Rewards Catalog page). If you skip this step, those fields will be empty when you reach them during reward creation.

For more information, see Rewards Catalog settings.

Q: What is the difference between a reward and a loyalty promotion?

A reward is a redeemable benefit that defines what a customer receives, such as a gift card or voucher. A loyalty promotion is a time-bound campaign that defines when and how a customer qualifies to earn something. A loyalty promotion can issue rewards from the catalog as its benefit, but the two are configured independently.

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2. Reward Types

Q: How many reward types are available, and how do I choose the right one?

There are 14 reward types, grouped by how they deliver value:

For more information, see Reward types.

Q: What is the difference between a Coupon and a Gift voucher?

A Coupon issues a unique or common discount code that a customer applies at checkout to get a configured discount on specific products, categories, or order values. A Gift voucher is redeemable for a specific product, service, or experience at a participating outlet, tied to a predefined item or event rather than a discount code.

Q: What is the difference between a Vendor intouch reward and a Vendor only reward?

With a Vendor intouch reward, Capillary records the issual and forwards the fulfilment request to the vendor. Capillary tracks the transaction while the vendor delivers the benefit. With a Vendor only reward, the entire redemption and delivery happen outside the platform through vendor APIs. Capillary sends the redemption request to the vendor, but the vendor manages and fulfils everything independently.

Q: Can I change a reward's type after it is created?

You can change the reward type while the reward is in Upcoming status. Changing it resets any incentive you have already linked in Step 3. The system shows a warning before applying the change. Once the reward goes Live, the type locks and cannot be changed.

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3. Cost, Audience & Inventory

Q: What payment modes can customers use to redeem a reward?

Customers can pay with points, cash, or a combination of both. You can add up to five payment modes per reward. The payment mode options available depend on your organization's configuration.

Q: Can I restrict a reward so only specific customers can see or redeem it?

Yes. In Step 2 of reward creation, you can target the reward to specific customers by:

• Loyalty program: only members of a specific program.
• Tier: only members at a specific tier level.
• Segment: only customers in a defined audience segment.
• Customer label: only customers tagged with a specific label.
• Card series: only customers associated with a specific card series.

Select All Customers to make the reward visible and redeemable by your entire customer base.

Q: How do inventory limits work, and what is the difference between customer-level and reward-level limits?

Inventory limits control how many times a reward can be redeemed:

• Customer-level limits set a limit on how many times a single customer can redeem the reward within a reset window.
• Reward-level limits set a limit on the total number of redemptions across all customers. Once this limit is reached, the reward stops being available to everyone.

Both types of limits can be set by quantity (number of redemptions) or value (total points or cash), with fixed or rolling reset windows. Limits can be updated while the reward is Upcoming or Live, but lock once the reward has Ended and become the historical record.

Q: Can I set an organization-wide limit on how many points any customer can redeem?

Yes. Under Settings > Redemption Limit, you can create rules that limit the maximum points any customer can redeem within a defined timeframe: daily, weekly, monthly, or as a lifetime limit. These rules apply across all rewards, not to a specific reward. You can also restrict a limit to a specific reward type, such as Auction or Gift card.

If multiple rules are active, they stack, meaning a customer must have headroom under all active rules to redeem. You can configure up to 15 redemption limits per organization.

For more information, see Redemption limit.

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4. Reward Lifecycle & Activation

Q: What are the lifecycle statuses and what changes at each stage?

Q: What is the difference between lifecycle status and activation status?

Lifecycle status is automatic; the system sets it based on the reward's start and end dates. Activation status is a manual control you toggle. A reward can be Live in lifecycle terms but Inactive in activation terms. In that state, the reward is completely invisible to customers even though its dates are active. This lets you pause a live reward without changing its schedule, for example during a stock issue or system outage.

Q: Can I edit a reward after it goes live?

Yes, most fields remain editable while a reward is Live. The fields that lock once live are the start date and reward type. Changing either would create inconsistencies for customers who have already seen or redeemed the reward. All other fields (name, end date, audience, cost, content, and metadata) can be updated at any time.

Q: What happens if I set no end date for a reward?

The reward stays Live indefinitely until you either manually deactivate it using the Activate reward toggle or set an end date by editing the reward's duration.

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5. Settings: Categories, Groups, and Languages

Q: What is the difference between categories and groups?

Categories are used for filtering. When you assign a category to a reward, it appears when customers filter the catalog by that category. Without a category, the reward appears only in the unfiltered "All" view.

Groups are browsable collections that appear as named sections in the customer-facing catalog. When you assign a reward to a group, customers navigating that group see it listed there. Groups support multi-level nesting to create a hierarchy, for example Seasonal / Winter 2025 / Clothing.

Q: If I deactivate a category, what happens to rewards already using it?

The category tag is removed from all rewards that currently use it. Those rewards aren't deleted; they continue to appear in the catalog under the unfiltered "All" view. If you reactivate the category, previously assigned rewards are not automatically re-linked. You need to re-assign the category to each reward manually.

Q: What are custom fields, and when should I use them?

Custom fields let you attach extra metadata to rewards beyond the standard fields. There are three scopes:

Supported data types include Boolean, Date and time, Enum, Number, String, and Rich text. You can add up to 20 active Rich text custom fields per organization.

Q: What happens to customers when I deactivate a language?

Customers whose language preference matches the deactivated language immediately see the reward in the default language (English). Their ability to see and redeem the reward is not affected. The language configuration is preserved and can be reactivated at any time. Languages cannot be deleted, only deactivated.

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6. Sweepstakes & Auctions

Q: How are sweepstakes and auctions different from other reward types?

Most rewards are self-contained; a customer redeems and immediately receives something. Sweepstakes and auctions span a lifecycle: customers enter during an active window, winners are selected later, and the prize is claimed in a separate step. The Rewards Catalog handles the front-end configuration and entry. The actual entry tracking, winner selection, and prize fulfilment happen through backend systems wired up through vendors and vendor redemptions.

Q: What do I need to configure before creating a sweepstakes or auction reward?

Two backend components must be configured before the reward goes live:

• A vendor: the third-party system that processes entries. Configure it with OAuth client credentials (client and secret) via Create a Vendor.
• A vendor redemption: the action the vendor takes when the reward is issued, which is issuing an entry coupon to the customer. Create it via Create Vendor Redemption.

Both the vendorId and vendorRedemption ID must be included in the reward payload when you create the reward. Once set up, no further manual steps are needed; entry coupon issuance happens automatically.

Q: How does a customer's entry get recorded in a sweepstakes?

When a customer enters, Issue single reward (POST /api_gateway/rewards/core/v1/user/rewards/issue) is called. This issues the catalog reward and immediately triggers the linked vendor redemption. The vendor then calls Issue single coupon to push an entry coupon from the configured series to the customer. Each entry generates one coupon, and this coupon pool is what winner selection queries later.

Q: How are winners selected and notified?

On the draw date, a scheduled Databricks notebook queries the entry coupon pool and applies the selection logic (random draw for sweepstakes, top bidders for auctions) to produce a winner list. This runs entirely outside the catalog. For each winner, Update fulfillment status and transaction custom fields for issued rewards is called to set the status to WON (sweepstakes) or BID_WON (auction). Winner notifications go out via Connect+ at this point.

Q: How does a winner claim their prize?

The catalog reads the fulfilment status and unlocks the claim prize flow only for transactions with WON or BID_WON status. The winner returns to the catalog, where the winning coupon (configured on the reward via winning_coupon_series_id and winning_coupon custom fields) is issued to them as the prize.

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7. Managing Rewards

Q: When I duplicate a reward, what carries over to the copy?

All settings carry over: the incentive link, cost structure, audience filters, inventory limits, multi-language content, and metadata fields. The duplicate lands in Upcoming status with its activation status set to Inactive.

Important: The duplicate has the same name and duration as the original. If the original has already ended, the duplicate immediately enters Ended status the moment it is created. Always update the name and duration before activating.

Q: Can I temporarily hide a live reward without ending it?

Yes. Use the activation toggle in the Actions column on the Rewards Catalog home page, or turn off the Activate reward toggle in Step 1 of the edit flow. Setting the reward to Inactive makes it completely invisible to customers and blocks all redemptions, while preserving the reward's dates and configuration. You can re-activate it at any time.

Q: Is there a way to find recently modified rewards?

Yes. On the Rewards Catalog home page, select the Last updated column header to sort the list by the most recently modified reward. You can also use the Filters panel to narrow results by status, activation status, reward type, vendor, or date range.

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8. Terminologies & Mapping

The following table maps common terms to their equivalents in the Rewards Catalog.