Why this feature exists
Caregivers may sometimes need help redeeming their points, or they may leave your agency before redeeming rewards they’ve already earned. When a caregiver is terminated or leaves your agency, their unredeemed points may still need to be paid out or cleared from the system.
Why it matters
Admins with Full Access can manually redeem or remove caregiver points directly from the employee page. This ensures caregivers receive the rewards they’ve earned, even if they can’t redeem points themselves. This gives your agency a clear, reliable way to manage outstanding balances.
How it works
For active employees (redeeming points)
- Go to the Employees page, and find the employee’s profile page in your admin dashboard.
- Locate the Redeem Points button in the Rewards section of the Employee's profile:
- Click the Redeem Points button, and ensure that all information is correct before redeeming:
- Confirm the redemption by clicking the Redeem button.
The system processes the redemption based on your agency’s setup:
Payroll agencies: The redemption appears on the Redemption Report as if the employee redeemed the points themselves
Gift card agencies: All US agencies will be redeemed for a Virtual Mastercard. All Canadian agencies will redeem for an Amazon gift card.
The caregiver receives the standard redemption email notification.
For deactivated employees (removing points)
- Go to the Employees page, and find the employee’s profile page in your admin dashboard:
- Locate the Remove Points button in the Employee's profile:
- Click Remove Points and you will be prompted to confirm your selection:
- Click the "Remove all points" button to remove the de-activated employee's points.
Important: When you remove points from a deactivated employee:
All points are immediately removed from the Caribou system
No automatic email is sent to the caregiver — you must manage communication directly
You must manually add the point value to the employee’s final paycheck through your payroll system
FAQs
Who can use this feature?
Only admins with Full Access can redeem or remove caregiver points.
Can I choose how many points to redeem or remove?
No. The system always redeems or removes the employee’s entire point balance. Partial actions aren’t supported.
Can I undo a redemption or removal?
No. Once confirmed, point adjustments can’t be undone. Always double-check the employee’s balance before proceeding.
What happens if I remove points from a deactivated employee?
All points are removed from the Caribou platform, but they aren’t automatically added to payroll. You must manually process the payout through your payroll system.
How do I know which admin performed a point action?
Each redemption or removal creates an audit trail entry on the employee’s profile showing the admin name, date, and points affected.
Will the caregiver know I redeemed or removed their points?
- Active employees (redeem): Yes — they receive the standard redemption email
- Deactivated employees (remove): No — you must notify them separately
Troubleshooting & tips
- Tip: Verify the employee’s current point balance before taking action, as redemptions and removals can’t be undone.
- Tip: For deactivated employees, document the point removal internally to ensure the final payroll payout is processed correctly.
- Tip: Review the audit trail after completing an action to confirm it was recorded correctly.
-
Issue: I don’t see the Redeem Points or Remove Points buttons.
- Solution: This feature is only available to admins with Full Access permissions.
-
Issue: The redemption didn’t appear on the Redemption Report.
- Solution: For payroll agencies, confirm you’re viewing the correct reporting period. Redemptions appear as if the employee redeemed the points themselves.
📬 Additional support
Email us at help@caribou.care and our Support team will be happy to help.