Company Store FAQ
Answers to common setup and operating questions about Company Store.
For what the app is and how to set it up from scratch, see the
Company Store Overview.
Setup
Do I have to connect a reward provider before I can list items?
No. Internal items (swag you fulfill manually, experience vouchers, charitable donations) work with no provider. You only need to connect Tremendous or Tango Card for digital gift cards, or Printful for print-on-demand swag. Until a provider is connected, gift-card items with an external provider type sit in Pending after checkout and must be fulfilled manually by an admin — no error is shown to the employee.
Who can administer the store?
Business administrators and anyone granted the Company Store app-admin role. Both can manage items, orders, balances, regions, budgets, and settings. Three exceptions: Tax Reports are restricted to business administrators only (app admins cannot access them), cancelling or refunding an order that included a cash payment also requires a business administrator, and deciding an admin-tier or velocity hold needs a business administrator.
Permissions and access
Why can’t an employee see the store?
Three things must all be true: the app must be enabled with a licence in Admin → Apps → All Apps, the Store Open toggle in Settings must be on, and the employee must pass the app’s user-level visibility rules (audience scoping). If any one is missing, the employee is redirected away. With Store Open off, employees can still see My Orders (and any gift-card codes on them), and admins keep every Admin page and Settings — turning the store off is not a one-way door.
Who can approve held redemptions?
It depends on the tier. Manager-tier holds go to the employee’s direct manager by default, or to the members of the Approver Group if one is configured in Settings (the group replaces the org-chart manager entirely — it does not supplement them). Admin-tier holds and velocity holds go to business administrators, who are the only people who can decide them; a manager-tier hold whose employee has no manager (or who is the Approver Group’s only member) goes to them too. An administrator’s own hold goes to another administrator when there is one. When both thresholds are met, the admin tier takes precedence.
Points and balances
How do recognition points get into the store?
When Recognition Integration is on (the default), every recognition award is automatically credited to the recipient’s store balance. The conversion uses the Points per Dollar rate (default 100): a $5 award becomes 500 store points. Peer-to-peer recognition (Mango Kudos) credits 1:1 — the points value given is the points value received, with no dollar conversion. If a recognition is later revoked or expires, the corresponding points are reversed from the balance.
Do points expire?
Not by default. Points expiry is off, so balances never lapse unless you turn it on. In Settings, set Points Expiry to 1–60 months. After the configured window, unredeemed points age out on a first-in, first-out basis. Expiry pauses while the store or Points Redemption is switched off — nobody can spend points then — and switching it back on gives everyone 14 days’ notice before anything expires. Points of someone who cannot open the store (it is limited to groups they are not in, or not yet published) are not expired either. When expiry is on, employees whose points will expire within 14 days receive a warning notification — and an email, when they have an address — repeated weekly until the points expire or are redeemed. Turning expiry on, or shortening it, never takes points that night: anything the new window reaches — including points that are already older than it — gets the same 14 days’ warning first. A separate Unspent Points Reminder setting (off by default) emails employees who hold points but haven’t redeemed any in the last 30 days, at most once a month — and stops once their points have seen no activity for six months.
What is the difference between an employee’s points balance and a spend budget?
A points balance is what the employee owns — earned through recognition or admin adjustments. A spend budget is a company-funded cap on how many points a department or manager’s team can redeem in a given period. Budgets do not add points to anyone’s balance; they limit how much that group can redeem. An employee can hold more points than the budget allows — they just cannot redeem past the remaining budget until an admin tops it up. Budget owners are warned when the budget reaches 80% committed.
Payments
What payment methods does the store support?
The store supports points-only redemption (on by default), cash purchases via Stripe, and mixed payments combining points and cash. Cash and mixed payments are off by default and must be turned on in Settings. When enabled, Stripe accepts cards, digital wallets (Apple Pay, Google Pay), and one-click Stripe Link. No card is stored in the app — each cash checkout runs as a Stripe guest session.
What happens when a cash or mixed order is cancelled or refunded?
Points are refunded immediately. For the cash portion, a Stripe refund is triggered automatically for the amount Stripe actually captured. Only business administrators (not app admins) can cancel or refund orders that included a cash payment.
Orders and fulfillment
How does auto-fulfillment work?
It depends on the item’s provider. Tremendous / Tango Card gift cards are fulfilled automatically at checkout — the provider issues the card and the redemption link appears on the order. Printful print-on-demand swag is submitted to Printful automatically; the order moves to Processing once accepted. Managed swag (warehoused inventory) is routed to the operations desk. Internal items with no external provider must be fulfilled manually by a store admin from the order detail page. If auto-fulfillment fails, the order stays in Pending with an error recorded, store admins are notified, and a Retry button appears on the order.
Why can’t I add a gift card or charitable item to the cart?
The cart is for company swag that ships as one order. Gift cards, charitable donations, engraved items and cash-only items check out on their own from the item page. A cart also holds items from one fulfillment route at a time — print-on-demand (Printful) items and items shipped from HQ inventory can’t share a cart, and the store says “check out your current cart first, or replace it” when you try. The cart holds up to 5 different items and 5 of each.
Why does “Add to cart” say the item isn’t available, or send me to the item page?
On the catalog the Add pill only appears on items that need no choices; an item with sizes or colors (or a price that depends on them) is added from its own page, after you pick the options. If an item is out of stock, in a switched-off category, or not offered in your region, the store refuses the add with the reason.
Can I pay for a cart by card?
Yes, when card payments (and, for a split, mixed payments) are switched on in Settings: the checkout offers Pay with points, Pay by card and Points + card, and preselects the split when the points balance falls short. The whole cart is one Stripe charge. On the phone the cart checks out with points only — a shortfall links to the desktop checkout to pay the difference by card.
How does “Redeem now” differ from checking out the cart?
Redeem now on an item page places that one item straight away and leaves whatever is in the cart untouched. The checkout page says so (“Redeeming this item on its own — the N items stay in your cart”) and offers Add to cart and check out together instead.
How does an employee cancel an order?
While the order hasn’t been sent to the provider, the order page has Cancel order — the points go straight back and stock is restored. Once the order is with the provider (Printful, a gift card provider), the button becomes Request cancellation: the request goes to the store admins, who can try to recall it at the provider and refund the points. Fulfilled orders can’t be cancelled; they can be returned or exchanged instead.
Where do employees’ questions about an order go?
Contact store admin / Ask a question on the order page sends a message to the Company Store admins (Inbox and email). Replies land in the employee’s Inbox and by email, and also show on their order page under Your requests. Cancellation requests appear as a queue at the top of Admin → Manage Orders; questions, address changes and damage reports appear on the order’s admin page with a reply box.
“Cancel & refund” says the provider refused — was the order cancelled?
Yes, here. Approving a cancellation request first tries to recall the order at the provider; if the provider refuses (it is already printing or shipped), the order is still cancelled and refunded in the store and the refusal is shown so you know it may still be produced and billed to your provider account. Decide with that in mind — you can Decline the request instead and reply to the employee.
What does “Order Again” do?
On a fulfilled or cancelled order, Order Again puts every line of that order back into the cart (skipping anything that can no longer be ordered, and saying which) and opens the cart. A single gift card or donation reorders through its own checkout.
Can a charitable order be refunded?
No. Charitable orders (donations) are excluded from refunds. The Refund action is not available on them. They are also excluded from multi-item carts and from bulk fulfillment.
How do returns and exchanges work?
An employee can request a return (refund) or exchange from their fulfilled order page by choosing a reason — Wrong size, Defective, Not as described, Changed mind, or Other. Gift-card issues have their own reasons: Code not received, Code invalid, Wrong amount, or Other. Each order supports one open request at a time. Store admins are notified of each new request. An admin approves or declines it; on approval the corresponding points (or card payment) are refunded for returns, or the exchange is processed.
When something looks wrong
“My employee placed an order but the gift card never arrived”
If the gift card’s provider integration (Tremendous or Tango Card) was not connected or the provider returned an error, the order is parked in Pending and an admin notification is sent. Check Admin → Manage Orders, find the order, and look for a fulfillment error. If the provider is now connected, use the Retry button. If it is an internal gift card (no external provider), you must manually supply the card code or link from the order detail page.
“An order has been sitting in Awaiting Approval for days”
If a held order’s approver has not acted within 2 days, the assigned approver is reminded. If the order is still pending after 5 days, the business administrators who can decide it are pulled in as an escalation (for a manager-tier hold — an admin-tier hold is already with them). Reminders repeat every 2 days. Points remain deducted and inventory reserved while the hold is open; declining the order refunds both.
“The budget is exhausted but we still have allocation left”
Check whether manager-level sub-allocations are carved out of the department budget. The sub-allocation reserves that portion for the manager’s team, reducing the department’s available balance even if the sub-allocation has not been fully spent. Also confirm that the budget has not crossed the 80% warning — the warning fires once on the crossing and does not repeat, so it may have been missed.
Regions and tax
How does the store match an employee to a region?
In order: (1) the employee’s primary work location’s country, then (2) their profile country, then (3) the default region (the region marked as default in Admin → Regions). An employee can also manually switch to a different region from the storefront. Only one region per country is allowed.
Who can access tax reports, and why do downloads require re-verification?
Only business administrators — store app admins cannot access the Tax Reports tab. Because the reports contain personally identifiable information (SSN, home addresses), downloads require recent identity re-verification (a step-up prompt) before the file is released. The default tax-reporting threshold is $600 (matching the US IRS figure) and is configurable in Settings.
Limits and specs
What are the configurable limits I should know about?
| Setting | Default | Allowed range |
|---|---|---|
| Points per Dollar | 100 | 1–1,000 |
| Points Expiry (months) | 0 (never) | 0–60 |
| Monthly Redemption Cap | 0 (no limit) | 0 or any positive number |
| Manager Approval Threshold | 0 (off) | 0 or any positive number |
| Admin Approval Threshold | 0 (off) | 0 or any positive number |
| App-admin Points Cap (grants and redemptions for others) | 5,000 points | 0 (no limit for app admins) or any positive number |
| Tax Reporting Threshold | $600 | Any amount greater than $0 |
| Featured Items on Dashboard | 6 | 1–24 |
| Velocity Window | 24 hours | 1–720 hours |
| Velocity Max Orders | 0 (off) | 0 or any positive number |
| Velocity Max Points | 0 (off) | 0 or any positive number |
| Cart | 5 different items, 5 units per line | Not configurable |
| Order request message | 2,000 characters | Not configurable |
| Bulk Balance Adjustment | 200 users per batch | Not configurable |
Business administrators bypass the app-admin balance adjustment cap entirely.
More help
- Company Store Overview
- Ask AI — the assistant answers Company Store questions from these articles.