Documentation Index

Fetch the complete documentation index at: https://help-plum.xoxoday.com/llms.txt

Use this file to discover all available pages before exploring further.

​

Getting started for Admins FAQs

Get quick answers to questions on Plum

​

Set up process

**Q: What is the account setup and registration process?****The steps are as followed: Step 1:** Initial Consultation: Detailed requirement gathering covering incentive types, program goals, and regional scope. **Step 2: **Contract Finalization: Commercial agreement, compliance verification, and account security approvals. Step 3: Admin Account Creation: Creation of the primary admin account with defined roles and permissions. Step 4: Platform Configuration: Customization of reward catalogs, branding, languages, currencies, payout modes, and taxation rules. Step 5: Regional Enablement: Activation of services across 55+ countries in all major continents:

• North America – United States, Canada
• South America – Brazil, Argentina, Chile
• Europe – United Kingdom, Germany, France, Spain, Italy, Netherlands, etc.
• Asia – India, Singapore, UAE, Japan, China, Indonesia, etc.
• Africa – South Africa, Nigeria, Kenya
• Oceania – Australia, New Zealand

Step 6: Integration & Testing: API, SSO, and payment gateway setup with sandbox testing. Step 7: Go-Live: Platform launch, assignment of the Relationship Manager, and user onboarding. This process ensures full operational readiness, security compliance, and localization for each target market.**​

​

Security Requirement

Q: Will a dedicated relationship manager be assigned to the client?****Yes. Every client is assigned a dedicated Relationship Manager (RM) or Customer Success Manager (CSM) to ensure smooth implementation, adoption, and ongoing support. The RM acts as the primary point of contact for escalations, program reviews, and best-practice recommendations.

​

Implementation & Roll out

Q: What is the phased rollout approach for launching a personalized customer engagement rewards program?** Xoxoday follows a structured, customer-centric implementation methodology across all its Platforms to ensure seamless program rollout and long-term success. The approach is collaborative, phased, and designed to minimize disruption while maximizing adoption.

• Pre-Implementation

This stage involves foundational readiness checks such as reviewing the Statement of Work (SOW), obtaining required InfoSec clearance, finalizing the Master Services Agreement (MSA), establishing payment and subscription terms, and transitioning ownership from the sales team to the implementation team.

• Requirements Gathering & Discovery

At this stage, we work closely with client stakeholders to capture program goals, success metrics, and specific requirements. This includes understanding user segments, reward policies, technical dependencies, and branding preferences to form the blueprint of the engagement program.

• Planning & Configuration

A joint launch team is established, and timelines are finalized. The platform is configured based on business rules, policies, and workflows. This includes integration with critical enterprise systems such as HRIS, SSO, ERP, CRM, and communication tools.

• Customization & Integration

The platform is customized with client-specific branding, logos, color palettes, and program elements to ensure a consistent user experience. Technical integrations are validated to enable smooth data flows and reward automation across channels.

• Testing & Validation

Before launch, rigorous user acceptance testing (UAT) is conducted to ensure the platform is functioning as expected. This includes testing user journeys, redemption workflows, system integrations, and reporting dashboards.

• Launch & Change Management

A formal go-live is executed with supporting communication and engagement strategies. Training materials, FAQs, and guides are provided to drive user adoption and ensure all stakeholders are aligned for a smooth rollout.

• Post-Deployment Support & Success Reviews

Following launch, clients receive dedicated support through account managers and customer success teams. Regular reviews, monthly, quarterly, and annual, are conducted to monitor adoption, measure KPIs, and align with evolving business needs. Continuous feedback loops and proactive recommendations ensure that the program remains effective and delivers ROI. By following this phased methodology, Xoxoday ensures that each customer engagement rewards program is launched smoothly, tailored to business requirements, and continually optimized for success.

​

Gifting Program

Q: What levers can Xoxoday pull within your gift card program to help reduce costs, streamline processes, and increase efficiency? The Xoxoday customer rewards platform offers multiple levers to optimize spend and improve operational ease:

• Volume & tiered discounts – Benefit from pricing advantages when purchasing at scale.
• Digital-first rewards – Reduce costs tied to packaging, logistics, and physical distribution.
• Bulk ordering & automation – Use self-serve bulk issuance, API integrations, and wallet-based payments for faster, low-touch reward distribution.
• Customizable reporting – Configure custom fields, generate real-time insights, and track redemptions and spend for greater visibility and accountability.

Together, these features streamline workflows, improve delivery speed, and maximize ROI on your rewards program. **Q: Can the platform offer tailored reward experiences based on individual user behavior?****Yes, a consumer reward platform can deliver highly personalized reward experiences by using rule-based automation or machine learning models. It can track user activity, preferences, transaction history, and frequency of engagement to curate personalized reward recommendations. Through the Xoxoday solution, administrators can display curated catalog options that resonate with user profiles—resulting in higher redemption satisfaction and stronger program engagement.

​

Gifting Catalog

Q: What additional features or capabilities does the platform support beyond gift card rewards?** The Xoxoday reward marketplace supports a broad range of reward capabilities beyond traditional gift cards, including:

• Distribution of gift cards to employees, students, or research participants
• Reimbursements and expense allowances
• Support for athletic stipends and fringe benefits
• Management of mileage or lifestyle reimbursements
• Custom remuneration workflows tailored to organizational needs

Designed as a holistic consumer reward platform, Xoxoday can handle diverse use cases across engagement, recognition, and financial compensation.

​

Customer Service

**Q: Is there a toll-free number to manage card status, deactivation, or reissuance?****While a toll-free number is available for platform support during standard business hours, all core functions such as deactivating gift cards, verifying their status, and reissuing them can be seamlessly handled via the self-service admin panel on the Xoxoday reward payout platform. The dashboard displays delivery status, recipient engagement (email/SMS), and options to cancel or resend rewards.

​

Invoice

Q: What invoicing options are available, and can itemized invoices be provided?****The Xoxoday reward payout platform provides flexible and transparent invoicing options tailored to organizational needs. Invoices are typically generated during wallet top-ups initiated by the business. Once payment is processed, the wallet balance is instantly updated, and confirmation is shared with the finance team. Itemized invoices, listing transaction details such as quantity, unit costs, reward type, and applicable service fees, can be provided in accordance with pre-approved invoice templates or customized formats preferred by the organization. This ensures detailed financial visibility and simplifies reconciliation. Q: Can a financial institution generate detailed invoices for reward transactions and share them with customers via email, including narration and payment method?****The Xoxoday customer rewards platform can support invoice generation and email delivery to customers upon successful redemption or transaction. These invoices can include detailed transaction information such as date, time, itemized rewards, payment method, and custom narration if scoped appropriately. However, the exact implementation is subject to further technical scoping, customer-specific integration requirements, and platform configuration. For financial institutions like banks, integration via API and secure email delivery mechanisms can be explored.

​

Financial

Q: Are there any additional fees associated with Xoxoday’s reward payout platform?****Yes, Xoxoday applies a 5% transaction fee on reward redemptions. For example, if a user redeems 100 points for a $100 reward, the organization will be billed$105. This fee supports operational costs including reward processing, delivery logistics, and catalog management. There are no hidden fees for catalog access or customization. Q: Can the system differentiate between participant compensation and reimbursements, as well as between human subject payments and general reward payouts (e.g., employee or athletic stipends)?****Yes, the Xoxoday reward payout platform is designed to distinguish between compensation and reimbursement payments, as well as between human subject rewards and general-purpose payouts such as employee recognition or athletic stipends. This segmentation enhances financial accuracy and supports compliance with tax and privacy policies across different stakeholder groups.

​

Record Creation Q: Does the system allow for setting flexible payment schedules based on participant milestones or study completion?****Yes. The Xoxoday reward payout platform supports milestone-based and task-driven payment scheduling. This allows program administrators to automate variable compensation based on criteria such as study phase completion, participant tenure, or activity type. The platform is built to accommodate custom payment logic and workflows aligned with research objectives.

​

Wallet management

Q: When are card balances billed? Can you explain the card funding process? Is this flexible?****The Xoxoday gift card solution operates on a prepaid wallet model. Organizations can fund their wallet in advance and issue gift cards to recipients based on required denominations. The system deducts the card value from the wallet at the time of issuance, ensuring transparency and control. This flexible funding mechanism supports real-time transactions and can scale according to fluctuating reward needs. You get a notification when the wallet balance hits a low threshold

​

Payments

Q: Which payment methods does Xoxoday support for rewards and payouts?****Xoxoday supports a wide array of payout methods tailored to global needs:

• UPI and equivalent
• Digital wallets like PayPal, Venmo, Zelle (region-specific)
• Reloadable gift cards (Visa, Mastercard, etc.)
• Direct debit card payouts, and
• Bank transfers where supported.

These options are part of Xoxoday’s multi-country reward catalog. Full details are available at https://stores.xoxoday.com/marketplace/home. ​ ​Q: Does the system record the amount and date of each payment?****Yes. Every transaction processed through the Xoxoday reward payout platform is automatically logged with a precise timestamp and payment amount. This ensures full visibility into the financial flow of rewards, facilitating transparent audits and program accountability. ​ ​Q: Can the system verify payments made on participants’ payment cards?****Yes. The platform includes real-time tracking capabilities that capture and display the delivery and redemption status of each reward or payment card. This includes information such as whether the card has been delivered, activated, or redeemed, ensuring payment verification and fraud prevention.

​

Process

Q: What is the procedure for requesting software enhancements?****Xoxoday follows a structured, transparent, and industry-aligned process for handling software enhancement requests across all its Platforms. This ensures client feedback is systematically captured, prioritized, and aligned with the long-term product roadmap.

• Submission of Requests

Enhancement requests can be submitted through the Customer Success Manager (CSM), the support portal, or via account management channels.

• Each request is logged with details such as business impact, use case, urgency, and expected outcomes. This aligns with the global SaaS best practice of providing a single, accessible intake mechanism for all product feedback.
• Review & Prioritization

Requests are validated by product teams before being assessed by the Chief Product Officer.

• Evaluation is based on customer impact, technical feasibility, security implications, and alignment with the product vision. This is in ine with global best practices where enhancements are prioritized by business value and scalability rather than ad-hoc demand.
• Roadmap Planning & Transparency

Approved requests are incorporated into the product roadmap, with expected timelines communicated back to the customer.

• Xoxoday emphasizes roadmap transparency, enabling clients to plan adoption in advance.
• Development & Release

Enhancements are built using agile methodology and CI/CD (continuous integration/continuous deployment) for faster, incremental releases.

• Each update undergoes rigorous QA testing before deployment, with customers informed via release notes, newsletters, and business reviews.
• Feedback & Iteration

Post-release, feedback is actively collected to ensure enhancements deliver intended outcomes. This feedback loop ensures continuous refinement and innovation in our product suite. Through this structured approach, combining customer co-creation, agile execution, transparent communication, and impact-driven prioritization, Xoxoday ensures enhancement requests are handled effectively, driving long-term customer success and innovation across all Platforms. Q: What are your capabilities in responding to enhancement, change, or customization requests to accommodate business needs?****Xoxoday has robust capabilities to address enhancement, change, and customization requests across all its platforms. Our approach balances agility with governance, ensuring business needs are met while maintaining platform stability, scalability, and compliance.

• Structured Intake & Assessment

Requests can be submitted through Customer Success Managers (CSMs), the support portal, or account teams

• Each request is assessed for business impact, urgency, and technical feasibility, following global SaaS best practices of structured intake and objective prioritization
• Customization Flexibility

Platforms are modular and API-first, enabling configuration of workflows, branding, catalog rules, and integrations without heavy development

• For unique needs, custom modules, connectors, and extensions can be built while ensuring compatibility with future releases
• This configuration-first, customization-when-needed model aligns with industry best practices
• Enhancement & Change Management

Enhancement requests are reviewed by the Product Management team and prioritized for inclusion in the product roadmap

• Changes are delivered using Agile and CI/CD practices, enabling faster iterations and frequent incremental improvements
• All updates undergo QA, regression testing, and InfoSec review before deployment
• Transparency & Communication

Clients are kept informed through release notes, success reviews, and roadmap discussions

• Dedicated CSMs ensure requests are tracked, communicated, and followed up on until resolution
• Post-Implementation Support

Once changes or customizations are deployed, user feedback is gathered and performance is monitored through analytics and KPIs

• Feedback loops enable continuous refinement to maximize business value

By combining flexible configuration options, structured change management, agile delivery, and transparent communication, Xoxoday ensures enhancement and customization requests are handled efficiently. This approach enables organizations to adapt platforms to evolving business needs without compromising on security, scalability, or long-term innovation. ​ ​Q: What is your methodology for implementing changes to the system?** Xoxoday follows a well-defined Change Management Methodology across all its Platforms to ensure changes are implemented securely, efficiently, and with minimal disruption to customer operations. Our approach reflects best practices and combines agility with strong governance.

• Change Request & Impact Assessment

Change requests are initiated via the support portal, CSMs, or account management.

• Each request undergoes an impact assessment covering business value, security, compliance, dependencies, and potential risks.
• This is a best practice for evaluating changes against business-criticality and risk appetite.
• Planning & Prioritization

Approved requests are slotted into release cycles or sprint backlogs, depending on urgency.

• Prioritization is based on business impact, customer need, technical feasibility, and roadmap alignment.
• Transparent communication of planned changes ensures clients can anticipate timelines and prepare internal stakeholders.
• Development & Testing

Changes are developed following Agile methodology and CI/CD practices, enabling incremental, high-quality releases.

• Rigorous unit testing, regression testing, InfoSec checks, and UAT (User Acceptance Testing) are conducted before deployment.
• Our best practice applied here is “test early, test often” to minimize downstream risks.
• Deployment & Rollout

Deployment follows a staged rollout approach (sandbox → staging → production), ensuring validation at every level.

• Automated monitoring is in place to detect anomalies, with rollback procedures available in case of unexpected issues.
• This aligns with our best practice of blue/green or phased deployments to maintain uptime.
• Post-Implementation Review & Continuous Feedback

After rollout, customer feedback and performance metrics are captured to confirm change effectiveness.

• Release notes and communication updates are shared proactively with customers.
• Continuous improvement is embedded, ensuring learnings from each change cycle inform future updates.

By combining structured intake, agile development, staged rollouts, rigorous testing, and transparent communication, Xoxoday ensures system changes are implemented seamlessly. This methodology minimizes operational risk, accelerates value delivery, and aligns with global SaaS change management best practices.**​ ​ Q: Do you provide any guarantees on the performance of new software releases?** Yes, the Xoxoday reward platform guarantees 99.9% uptime and delivers high throughput performance across modules. All new releases undergo rigorous performance benchmarking and regression testing before rollout to ensure system stability and reliability. Q: How can the client audit pricing, including verifying discounts and product categories? The Xoxoday gift card solution provides a comprehensive admin dashboard with built-in audit and tracking features. Universities can monitor discount structures in real-time, filter data by category, and export detailed reports in formats like Excel and CSV. The reporting module supports advanced filtering by product type, recipient, time range, or department, offering full visibility into pricing accuracy. This ensures that all transactions are verifiable and align with contractual terms.

​

Incentive Program

**Q: How does Xoxoday handle the process of purchasing and distributing incentives, including managing IPA files, returned mail, and incentive-related complaints?****Xoxoday streamlines the end-to-end incentive lifecycle through its global reward marketplace. Incentives are sourced from a curated network of brand partners, offering 10M+ options across 100+ countries. IPA files containing recipient details can be processed in bulk via CSV upload or API integrations. Once validated, incentives are delivered instantly through SMS, email, or WhatsApp. Returned or failed deliveries are flagged for retries or admin review. If recipients report any issues (like malfunction or redemption failures), Xoxoday’s dedicated support and SLA-backed ticketing system resolves them swiftly, ensuring a seamless experience. ​ ​Q: How is the administration of provider incentive programs managed on the Xoxoday gift card solution?****The Xoxoday gift card solution offers robust admin capabilities for managing provider incentive programs. Program admins are responsible for wallet recharges and can distribute rewards through Xoxo Points, Xoxo Codes, Xoxo Links, or branded gift cards. The system supports multi-admin access—ideal for distributed teams across geographies. To ensure smooth operations, admins are provided with detailed training kits, documentation, and access to a dedicated Customer Success Manager (CSM) who acts as the single point of contact for all ongoing support and strategic guidance. More on administrative features can be found here: https://help.xoxoday.com/login

​

Points based system

Q: How does the platform manage panelist data and incentive allocation when shared bi-annually?** The Xoxoday customer incentive software allows seamless panelist data management and point allocation. Clients can upload panelist information directly through the self-service dashboard. Incentive rules and allocation can be configured manually or automated using rule-based logic for recurring bi-annual reward cycles. ​ ​ ​ ​