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On Behalf Redemption lets authorised staff act as a member within the Plum marketplace to assist with redemptions — for example, when a member contacts support and cannot complete a redemption themselves, or when a relationship manager is assisting a client in person.

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How it works

An agent with the On Behalf Redemption permission accesses a member’s profile and launches a dedicated marketplace session scoped to that member. The agent can browse and complete redemptions using the member’s points balance. Every action taken in this session is recorded as an on-behalf transaction, not a direct member transaction. 
Agent opens member profile in Loyalife admin portal
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Clicks "Redeem on behalf" — available only with permission
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SSO session opens in Plum, scoped to the member's account
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Agent completes redemption using member's points
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Transaction recorded with "On Behalf Redemption" flag
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Full audit trail entry created: agent identity, member, amount, time

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Who can use it

This feature is intended for:
RoleUse case
Customer service executivesAssist members who can’t complete a redemption independently (e.g., elderly members, app unavailability)
Relationship managersIn-person assisted redemptions for high-value clients
On Behalf Redemption requires an explicit permission in the user’s role. It is not granted by default to any role and must be assigned intentionally.

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Enabling the permission

  1. Go to Access Control → Manage Team → Roles.
  2. Select the role to grant access to.
  3. Locate the On Behalf Redemption permission under the Marketplace module.
  4. Enable it and save.
Treat this permission like a privileged access grant. Because agents can spend a member’s points, restrict it to roles with accountability mechanisms — supervisor oversight, mandatory reason logging, or audit review processes.

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Performing an on-behalf redemption

1

Open the member's profile

In Members, search for the member using their ID, name, phone number, or email.
2

Launch the on-behalf session

Click Redeem on behalf on the member profile. This button is only visible to users with the On Behalf Redemption permission.The system opens a Plum marketplace session authenticated as the member via SSO. The agent sees the member’s balance and available catalogue.
3

Complete the redemption

The agent selects items and completes the redemption following the standard marketplace flow. The transaction is placed against the member’s account.
4

Session ends

When the agent closes the session, the SSO token expires. All actions taken in the session are logged.

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Audit trail

Every on-behalf redemption is traceable:
  • The Audit Trail (Access Control → Audit Trail) records the agent’s identity, the member account accessed, and a timestamp.
  • The transaction report includes an On Behalf Redemption filter to view all transactions performed on behalf of members — separate from direct member redemptions.
The transaction report filter On Behalf Redemption is available in Reports & Analytics → Reports → Transaction Report. Use it for reconciliation and compliance review.

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What the member sees

From the member’s perspective, the redeemed item appears in their redemption history normally — there is no special flag in the member app. However, the transaction in the admin portal is tagged as on-behalf, ensuring the programme team can distinguish assisted redemptions from self-service ones.

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Troubleshooting

The “Redeem on behalf” button is not visible on the member profile.
  • Confirm the current user’s role includes the On Behalf Redemption permission.
  • Verify that the Plum marketplace integration is active for this program.
The on-behalf session launched but the member’s balance is incorrect.
  • Check that the member’s account is active and not suspended.
  • Confirm there are no recent pending transactions that have not yet posted to the balance.
A transaction does not appear under the On Behalf Redemption filter.
  • The filter only shows completed redemptions. If the session was abandoned before checkout, no transaction is recorded.
On-behalf redemptions generate Debit By On Behalf Redemption entries on the member’s ledger — separately tagged from self-service redemptions so agent-assisted activity is distinguishable in reports. If an on-behalf redemption is subsequently reversed, the restored points appear as a Redemption Reversal credit. Filter Transactional reports by Debit By On Behalf Redemption to isolate these entries.