Reward store: Checking out and placing an order

Overview

The checkout flow in the new reward store lets end users redeem points for physical merchandise and have it shipped to a delivery address of their choice. It replaces the older flow, where redemption ended at receiving a gift card code.

This article walks through the full checkout journey: opening a product, setting a delivery location, entering an address, reviewing the point cost, and placing the order. It also covers the country and shipping rules that shape what a user can order and where it can go.

Before you check out

Two things need to be in place before an end user can place an order:

• Enough points in the wallet to cover the product cost. The wallet balance drives the Shop by your price range filter on the store home, and the checkout page shows the points that will be deducted before the user commits.

• A delivery location for the reward store. The first time a user opens the store, they set a country. That country determines both the catalog they see and the address they can enter.

If a user has never opened the new reward store before, the delivery location step happens as part of the first checkout. There is no separate onboarding to complete beforehand.

Step 1: Open the product

From the reward store home, the user selects a product from any section: Explore, Sale, Trending, or Shop by your price range.

The product detail page shows:

• The product name.

• The cost in points, labeled with whatever the instance calls its points currency (for example, "Bonus Ru" if the instance has renamed points).

• A short product description of three to four lines. A Read more option expands it to the full description.

• Standard shipping and returns text.

• A Redeem and checkout button.

The user clicks Redeem and checkout to move forward.

Step 2: Set or confirm your delivery location

The reward store needs a country selected before it can complete an order. The country drives two things at once: the catalog the user sees, and the addresses the user can save for delivery.

• First-time users see a Select your location prompt when they open the reward store or start checkout.

• Returning users see Change your location instead. The previously selected region is carried forward, so a returning user only needs to interact with this control if they want to switch regions.

To pick or update a country:

1. Open the location selector. On the first visit, it appears automatically in the checkout flow. Later, users can open it at any time through Change your location.

2. Pick a country from the list. The list of supported countries comes from the merchandise partner (Carlton One).

3. If the country has more than one official language, pick a language too. Both the country list and the per-country language options are populated by the merchandise partner.

4. The catalog updates immediately to show only products that can be delivered in the selected country.

Changing the country later works the same way. The catalog and the delivery address rules both update to match the new region.

Note: This article treats the location prompt as remembering the previously selected region. If the store also uses live location detection to prompt users when their current location differs from their saved region, confirm the exact behavior against the product before publishing.

Step 3: Enter your delivery address

After the location is set, the user enters a delivery address for that country. On first-time checkout, the address entry follows the location step in the same flow. On repeat orders, the saved address is prefilled and can be edited or swapped for another saved address.

The address is saved to the user's account and reused across future orders. Users can save more than one address and pick one at checkout.

Adding an address for the first time

The first time a user checks out through the new reward store, the flow is:

1. Pick a country and language on the location prompt.

2. Enter a delivery address for that country.

3. Continue to the order review.

The address form accepts standard fields for the selected country. The country field itself is locked to what the user picked on the location prompt.

Adding another address

Users can save more than one address from My account. This is useful when the same user needs to ship to different addresses in the same country, for example a home and an office.

To add another address:

1. Open My account in the reward store.

2. Go to the address section.

3. Click Add address.

4. Enter the new address and save.

At checkout, the user picks which saved address to use.

Editing an address

To edit a saved address:

1. Open My account in the reward store.

2. Go to the address section.

3. Select the address to edit.

4. Update the details and save.

Setting a default address

Users with multiple addresses can mark one as the default. The default address prefills at checkout, so the user does not need to pick each time.

To set a default:

1. Open My account in the reward store.

2. Go to the address section.

3. Mark the address as default.

The country lock

The delivery address must belong to the same country the user selected as their reward store location. This is enforced when the user tries to save or use an address that does not match the country.

Examples:

• If the reward store location is Australia, every delivery address must be an Australian address.

• A user cannot set Australia as their reward store location and use an India address for delivery. The system rejects the address with a message that the address is not allowed because it does not match the selected country.

The reason for this lock is that the reward store does not support international shipping. Product availability, pricing, and delivery are all region-based, so the address and the country must match.

Why the reward store is region-based

Product availability is region-based because each country's fulfillment happens through different downstream shipping vendors. Products that ship in one region may not ship in another. This mirrors how mainstream regional shopping platforms work: the catalog is limited to what the platform can actually deliver in that region, and the address is locked to match.

For end users, the practical effect is:

• No international gifting. A reward cannot be bought in one country and shipped to a recipient in another.

• No cross-region browsing at checkout. The catalog reflects only what is available in the user's current region.

• No mismatched addresses. Address and region always match, either by locking the address country or by requiring the user to change the region first.

What happens when a user changes region

If the user changes their reward store location later:

• The catalog updates to show products available in the new region.

• Addresses saved for other countries cannot be used for delivery in the new region.

• The user needs to add an address for the new country before they can check out there.

Addresses saved earlier for the previous region are not removed. They stay in My account but cannot be used for delivery unless the reward store location is changed back to that country.

Step 4: Review your order

Before the order goes through, the user sees a summary that includes:

• Points required for the product.

• Current wallet balance.

• Points that will be deducted for this order.

• Final wallet balance after the order goes through.

• The delivery address.

• The shipping and returns note.

This is the last step where the user can change the address, update the delivery location, or back out. The exact point deduction is confirmed here, so the user knows what they are spending before they commit.

Step 5: Place your order

The user clicks Place order. The order is placed immediately.

On success, the user sees an order placed confirmation screen with generic timing language:

• "Your reward is on its way."

• "You will receive a confirmation email with tracking details shortly."

• "Your order will be shipped upon successful processing."

The reward store deliberately does not commit to a specific delivery window here. Actual timing depends on the merchandise partner and the downstream shipping vendor for the region, and Simpplr cannot guarantee timing on their behalf.

What happens after the order is placed

Two things happen once the order goes through:

• The points are deducted from the wallet balance.

• An order placed email is sent to the user. The email carries the same order details shown on the confirmation screen, without any extra content.

The order appears in the Orders section of the reward store with its current status. As the order moves through fulfillment, the status updates and the user receives an email at each stage.

Order statuses in this release are:

• Placed

• Shipped

• Delivered

Finer statuses like out for delivery, delivery attempted, or delivery retry are not shown. The merchandise partner works with downstream shipping vendors, and the level of detail passed back is limited by that setup.

Country and shipping rules

The reward store enforces the following:

• Catalog is filtered by the selected country. Products shown to a user in one region may differ from products shown to a user in another.

• Delivery address must match the selected country.

• International shipping is not supported. A user in one country cannot ship a reward to a recipient in another.

• Changing the country changes both the catalog and the set of usable delivery addresses. Existing addresses in another country cannot be selected for the new region.

These rules mirror how mainstream regional shopping platforms work.

Troubleshooting checkout

The catalog looks empty or very limited after I set my country

What happened: The catalog is filtered by the country selected as the reward store location. Some regions have a smaller catalog than others because not every product ships everywhere. In addition, admins in the instance may have hidden certain brands or categories through catalog management.

What to do: Confirm the country is set correctly under Change your location. If the catalog still looks limited, that is the current set of products available in your region and instance. Contact your Recognition Manager or System Admin if you believe products should be visible that are not.

The system says my address is not allowed

What happened: The delivery address must be in the same country you have set as your reward store location. If you try to save or use an address that belongs to another country, the system rejects it with a message that the address is not allowed. Delivery is region-based and international shipping is not supported.

What to do: Either enter an address that matches your current reward store location, or update your reward store location to the country you want to ship to. Changing the reward store location also changes the catalog, so a product you were about to buy may not be available in the new region.

International shipping of a product to someone in another country is not allowed

What happened: The reward store does not support international shipping. Both the catalog and the address are locked to a single region at any given time.

What to do: There is no in-store workaround for cross-border delivery. If the recipient is in a different country, you cannot ship a physical reward to them through the reward store. Contact your Recognition Manager or System Admin if you need guidance on alternative recognition options.

My reward is late or arrived damaged

What happened: Orders are fulfilled by the merchandise partner and their downstream shipping vendors. Issues with damage or delivery delay need to be routed through the same chain to reach the party who can act.

What to do: Contact your Recognition Manager or System Admin. They will raise a support ticket with Simpplr. Simpplr informs the merchandise partner, who then coordinates with the shipping vendor. The vendor reaches out to the user to resolve the issue. End users do not need to know which merchandise partner or shipping vendor is involved.

Frequently asked questions

Q: When will my order be delivered?

Ans: Delivery timing depends on the merchandise partner and the downstream shipping vendor for your region. The reward store does not commit to a specific delivery window because it cannot guarantee timing on a third-party vendor's behalf. You will receive email updates as your order moves from Placed to Shipped to Delivered.

Q: Can I change my delivery country during checkout?

Yes. Use Change your location to update the country. Keep in mind that the catalog updates too, so a product you were about to buy may not be available in the new country.

Q: Can I ship a reward to someone in another country as a gift?

Ans: No. The reward store does not support international shipping. The delivery address must be in the same country as your reward store location.

Q: Can I save more than one address?

Ans: Yes. You can add multiple addresses from My account and pick one at checkout. You can also set a default address so it prefills.

Q: What happens to my saved addresses if I change my country?

Ans: Addresses saved for a previous country stay in My account but cannot be used for delivery under a different country. To place an order in a new region, add an address for that country. If you switch back to the earlier country later, the older address becomes usable again.

Q: Can I save addresses in more than one country at the same time?

Ans: Addresses can stay in your account across regions, but only addresses matching your current reward store location can be used for delivery. Switching your reward store location switches which of your saved addresses is usable at checkout.

Q: Do I need to enter a new address every time I place an order?

Ans: No. Once you save an address, it stays in your account. On future orders, your default address prefills at checkout, and you can pick a different saved address if you have more than one.

Q: Where can I see the status of my order after checkout?

Ans: Open the Orders section of the reward store. Each order shows its current status: Placed, Shipped, or Delivered. You also receive an email at each stage.

Q: What does the shipping and returns note on the product page mean?

Ans: It tells you who to contact if there is an issue with the order. In the new reward store, that contact is your Recognition Manager or System Admin. They handle issues on your behalf through the support flow.