A Singapore Government Agency Website

Redemptions

Overview

When participants earn enough points, they can redeem them for rewards. This process is known as a Redemption. Depending on how redemption rules are configured, redemptions can also be made for free when participants reach a certain tier.

For information on setting up and configuring rewards, see Rewards.

Performing a Redemption

Single Redemption


  1. From your campaign page, click Redemptions from the left sidebar, then click Add Redemption.
  2. Enter the participant’s identifier.
  3. Select the reward item.
  4. Enter the quantity.
  5. Click Redeem.
  1. Call the GovRewards Redeem Item API to redeem an item.

Bulk Redemption


  1. From your campaign page, click Redemptions from the left sidebar, then click Add Redemption.
  2. Select Redeem for Participants in Bulk.
  3. Upload the CSV file and click Next.
  4. Select the reward item.
  5. Enter the quantity.
  6. Click Redeem.
  1. Call the GovRewards Bulk Redeem Item API to redeem items in bulk.

Redemption Process

The following diagram shows the redemption process:

Met
Not Met
Success
(REDEEM_SUCCESS)
Failed
Yes, proceed to rollback
and reinstate points
No
(REDEEM_FAIL_PENDING)
Yes
(AUTO_ROLLBACK)
No
(REDEEM_FAIL_PENDING)
Campaign admin manually reviews account redemption item
Yes
(MARK_SUCCESS)
No
(MANUAL_ROLLBACK)
Redeem Item
Evaluate Redemption
in Rule Engine
Redeeming
Return Error
Disburse items, or cash to participants
via redemption providers
Update Account Redemption Item state
to SUCCESSFUL
Can the redemption be
rolled back automatically?
Did the rollback succeed?
Update Account Redemption Item state
to MANUAL_REVIEW_PENDING
Update Account Redemption Item state
to AUTO_ROLLBACK
Did the disbursement in
the redemption provider
succeed?
Update Account Redemption Item state
to MANUAL_ROLLBACK

States

Each redemption (formerly known as account redemption item) can be in one of the following states:

  • SUCCESSFUL: The redemption item was redeemed successfully.
  • AUTO_ROLLBACK: The redemption failed and was rolled back automatically. Rollback may fail if the points to be reinstated have already expired.
  • MANUAL_REVIEW_PENDING: The redemption requires manual review.
  • MANUAL_ROLLBACK: The redemption was rolled back manually.
  • FAILED: The redemption failed, and the system’s attempt to roll back also failed.

Handling Redemption Errors

The redemption rollback feature is disabled by default to give clients time to test the redemption flow. This feature can be enabled for each Redeem Item API request with the redeem_rollback flag. Refer to Client-Toggled Feature Flags for more information. If rollback is not enabled, any failed redemption will be marked as FAILED.

When redemption fails due to downstream errors at the redemption provider, GovRewards will assess if the redemption should be rolled back. Typically, GovRewards will only roll back automatically if we are sure that the disbursement to the redemption providers did not go through. During an automated rollback, GovRewards will attempt to reinstate the points to the participant. In the event that the reinstatement fails, GovRewards mark the redemption as FAILED.

Some situations where GovRewards will not attempt to automatically roll back the redemption include:

  • An unknown error returned by the redemption provider.
  • Timeouts or network errors in the API call to the redemption provider.

In this case, a manual review of the redemption is required. The responsibility is on the campaign administrator to check the redemption provider’s state to determine if the redemption should be rolled back.

Note that manual rollback will not trigger reinstatement of points to the participant. The reinstatement of points can be done by manually allotting points to the participant.

Manual Handling

These are the steps to manually handle a failed account redemption item:

  1. Call the List Account Redemption Items API to retrieve a list of redemption items and their statuses.
  2. Review the respective disbursement status in the redemption provider’s dashboard.
  3. If the disbursement was successful, call the Mark Redemption Item as Successful API.
  4. If the disbursement was not successful, call the Manual Rollback Redemption Item API.

This feature is not available at the moment.

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