Compensations

Manage customer goodwill gestures, discounts, and compensation products in a structured way.

Compensations let you define specific reasons for giving customers compensation, set usage limits, and require documentation when needed—giving you full control and audit trails for all customer compensations.

What is Compensations?

Compensations is a system for handling situations where you need to compensate customers for issues like defective products, wrong or delayed deliveries, or exceptional service gestures.

Instead of applying random discounts or manual adjustments, you define specific compensation types and reasons that staff can select during checkout.

Each compensation reason can automatically add a product to the order (like a discount product or gift card), track how many times it's used, and optionally require documentation like photos or notes before it can be applied.

How does it work?

You create compensation types (like "Product Issue" or "Service Recovery") and define specific reasons under each type (like "Defective item" or "Wrong size delivered"). Each reason links to a product in your system—typically a discount product or compensation item.

When a staff member applies a compensation during checkout, they select the appropriate reason. The system automatically adds the linked product to the order and can require the staff member to upload documentation or add notes. You can set limits on how many compensations can be applied to a single order, and some compensations can require reference to a previous settled sale.

All compensations are tracked in your order history and reporting, giving you complete visibility into compensation costs and patterns.

How do I get started?

After having enabled the Compensation extension, set up your compensation structure in Flow Retail Admin by creating compensation types and their associated reasons. For each reason, link it to the appropriate product (discount item, gift card, or compensation product) and configure whether documentation is required.

Define usage limits where appropriate to prevent abuse, and train your staff on when and how to apply each compensation reason. The system will guide them through the process at checkout, ensuring consistency and proper documentation.

For detailed API integration or advanced configuration, see the Compensation API documentation.