> ## Documentation Index
> Fetch the complete documentation index at: https://help-loyalife.xoxoday.com/llms.txt
> Use this file to discover all available pages before exploring further.

# On behalf redemption

> Let authorised agents and relationship managers redeem points on a member's behalf, with a full audit trail of every session.

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.

## 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
         ↓
Clicks "Redeem on behalf" — available only with permission
         ↓
SSO session opens in Plum, scoped to the member's account
         ↓
Agent completes redemption using member's points
         ↓
Transaction recorded with "On Behalf Redemption" flag
         ↓
Full audit trail entry created: agent identity, member, amount, time
```

## Who can use it

This feature is intended for:

| Role                        | Use case                                                                                                 |
| --------------------------- | -------------------------------------------------------------------------------------------------------- |
| Customer service executives | Assist members who can't complete a redemption independently (e.g., elderly members, app unavailability) |
| Relationship managers       | In-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.

## 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.

<Warning>
  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.
</Warning>

## Performing an on-behalf redemption

<Steps>
  <Step title="Open the member's profile">
    In **Members**, search for the member using their ID, name, phone number, or email.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Session ends">
    When the agent closes the session, the SSO token expires. All actions taken in the session are logged.
  </Step>
</Steps>

## 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.

<Info>
  The transaction report filter **On Behalf Redemption** is available in **Reports & Analytics → Reports → Transaction Report**. Use it for reconciliation and compliance review.
</Info>

## 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.

## 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.

<Info>
  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](/user-guides/reports/report-types#debit-by-on-behalf-redemption) to isolate these entries.
</Info>