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bitLoyalty turns a customer’s points into a reward voucher in one of two ways: a team member can redeem points manually from the customer profile, or the customer can redeem them themselves by chatting with the AI. Both produce the same kind of fixed-amount discount voucher that the customer applies at Shopify checkout — the difference is who runs the redemption and how the code is generated and delivered. This page explains the manual flow step by step, then compares it with the AI flow so you know which one you’re looking at.

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Manual redemption (handled by a team member)

Use this when an Admin or Customer Support agent redeems points on behalf of a customer — for example, during a live chat conversation.
  1. Open Customers and click into the customer’s detail page.
  2. In the Loyalty balance card, click Redeem points.
Customer detail page with the Loyalty balance card and the Redeem points button highlighted.
  1. In the Redeem point modal (“Convert customer points into a reward voucher”), pick a reward from Select reward options. Rewards the customer can’t afford yet are disabled and show the points still needed.
Redeem point modal showing the customer's current balance and the Select reward options list, with the Create voucher button at the bottom.
  1. Click Create voucher. The system deducts the points and generates the voucher code.
  2. On the Voucher created confirmation, copy the code with the copy button or Close and copy code — you’ll see the toast Voucher #{code} created & copied.
  3. Paste the code into the chat and send it to the customer.
  4. The customer enters the voucher code manually at Shopify checkout to apply the discount.
The voucher only applies if the order meets the reward’s minimum purchase amount, and only while the voucher is within its validity window. Until the customer uses it, the voucher sits in their wallet with the status Unused; once applied at checkout it becomes Used.
In the reward’s redemption history, a manually redeemed voucher is attributed to the CS agent’s name (or Manual CS if no specific user is attributed) in the Source column.

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AI redemption (self-service in chat)

In the AI flow, the customer redeems their own points by chatting with the AI — no team member is involved. The AI handles the balance check, the redemption, and delivering the voucher code, all inside the conversation.
  1. The customer asks the AI about their loyalty points — for example, “How many loyalty points do I have?”
  2. The AI replies with their current balance and offers the rewards they can afford, including each voucher’s validity date, with quick-reply buttons to redeem now or save the points for later.
AI chat showing the customer's points balance and a redemption offer, with Redeem and Save for later quick replies.
  1. When the customer taps Redeem $10 Off, the AI redeems the reward, deducts the points, generates the voucher code, and sends it straight into the chat.
  2. The customer enters the voucher code at Shopify checkout to apply the discount.
AI chat confirming the redemption and sending the discount code for the customer to use at checkout. The customer never has to wait for an agent — the AI runs the whole redemption in the conversation. In the reward’s redemption history, these vouchers appear with Source = AI generated.

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Side-by-side comparison

Manual redemptionAI redemption
Who runs the redemptionAn Admin or CS agent, on the customer’s behalfThe customer themselves, in chat with the AI
Where it happensCustomers > customer detail > Loyalty balance > Redeem pointsA chat conversation with the AI
Who generates & sends the codeThe agent creates the voucher, copies the code, and pastes it into chatThe AI generates the code and sends it in chat automatically
Customer action at checkoutEnters the voucher codeEnters the voucher code
Attribution (Source)CS agent’s name / Manual CSAI generated
Best forAgent-assisted redemptions during a live conversationSelf-service redemptions, any time, with no agent needed

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How to tell them apart later

Every generated voucher is logged on the reward’s detail page. The Source column records how each voucher was created — a CS agent’s name or Manual CS for the team-member flow, and AI generated for the automated flow — while the Status column (Unused, Used, Expired) tracks whether it was applied at checkout. See Reward options for the full field reference.