> ## 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.

# Merchandise

The **Merchandise** category allows users to redeem rewards for physical products across categories such as electronics, home & kitchen, fashion, health & fitness, and more. Depending on the reward program, merchandise can be redeemed using **Xoxo Points**, **Xoxo Codes**, **Points + Cash**, or **Cash** (if enabled).

## Use Cases

The **Merchandise** category is commonly used for:

* Employee recognition and reward programs.
* Sales and channel incentive programs.
* Loyalty program rewards.
* Referral bonus programs.
* Redeeming Xoxo Points or Xoxo Codes for physical products instead of digital rewards.

## Redemption Options

Depending on your organization's reward program, merchandise can be redeemed using:

* **Xoxo Points**
* **Xoxo Code**
* **Points + Cash**
* **Xoxo Code + Cash**
* **Cash** (if enabled)

## Redeem Merchandise

<Steps>
  <Step title="Browse Products">
    1. Open the **Merchandise** category.
    2. Browse products by category or use the search and filters to find a specific item.
    3. Select the product you want to redeem.

    You can filter products by category, brand, price, and other available options.
  </Step>

  <Step title="Review Product Details">
    View the product information, including:

    * Product description
    * Specifications
    * Available variants (such as size or color)
    * Price
    * Availability
    * Estimated delivery timeline

    Select the required variant, if applicable, and add the product to your cart.
  </Step>

  <Step title="Review Your Cart">
    Review the items in your cart and update the quantity if required.

    When you're ready, click **Proceed to Checkout**.
  </Step>

  <Step title="Select a Delivery Address">
    Choose a saved delivery address or add a new one during checkout.

    Some organizations may use **Address Lock**, which provides a pre-filled delivery address that cannot be edited.
  </Step>

  <Step title="Review and Complete Payment">
    Review your order summary and complete the payment using one of the available options:

    * **Xoxo Points**
    * **Xoxo Code**
    * **Points + Cash**
    * **Xoxo Code + Cash**
    * **Cash** (if enabled)

    If the available Xoxo Points or Xoxo Code value is less than the order amount, the remaining balance can be paid online.
  </Step>

  <Step title="Confirm Your Order">
    After the payment is completed:

    * Your order is placed successfully.
    * An order confirmation screen is displayed.
    * A confirmation email is sent to your registered email address.
    * The redeemed **Xoxo Points** or **Xoxo Code** value is deducted from your available balance.
  </Step>
</Steps>

## Track Your Order

You can track your order from **Order History**, where you can view details such as:

* Order ID
* Product name
* Order date
* Order status
* Delivery address
* Points redeemed

Depending on the fulfillment partner, tracking information and the estimated delivery date may also be available.

Typical order statuses include:

* Order Placed
* Processing
* Shipped
* Out for Delivery
* Delivered
* Cancelled
* Refunded

## Cancellation and Refunds

| Scenario                               | Refund     | Details                                                                                                                                |
| -------------------------------------- | ---------- | -------------------------------------------------------------------------------------------------------------------------------------- |
| Order not yet shipped                  | ⚠️ Depends | Contact the Xoxoday Plum Support team to request a cancellation. Approval depends on the fulfillment stage.                            |
| Damaged, incorrect, or missing product | ⚠️ Manual  | Contact the Xoxoday Plum Support team for assistance with a replacement or refund, as applicable.                                      |
| Delivery failed                        | ✅ Yes      | If the order cannot be fulfilled, the applicable refund is processed.                                                                  |
| Self-service cancellation or return    | ❌ No       | Merchandise orders cannot be cancelled or returned directly from the storefront. Contact the Xoxoday Plum Support team for assistance. |