Xoxoday Plum’s CMS Agent Portal enables authorised agents to reissue vouchers, cancel bookings, initiate refunds, and issue goodwill credits through governed, fully auditable approval workflows.
Managing Order Exceptions in the CMS Portal
Xoxoday Plum’s Customer Management Service (CMS) portal gives authorised operations and support agents the tools to resolve order exceptions directly—without requiring engineering intervention. Agents work within a structured redemption marketplace interface where every corrective action is tied to its originating support ticket, creating a clear and traceable audit trail. The scope of what an agent can execute is governed by pre-configured approval limits. A frontline support agent may be permitted to reissue vouchers up to a certain value, while higher-value refunds or cancellations require escalation to a senior approver. This tiered permission model ensures that access is proportionate to responsibility and that no single agent can unilaterally authorise high-impact adjustments.Reissuing Vouchers and Cancelling Bookings
When a reward recipient reports a failed delivery or an expired voucher, an authorised CMS agent can reissue the voucher directly from the order record. The reissuance is logged against the original ticket, so the full resolution history remains visible to both the agent and ops teams at all times. Booking cancellations follow the same ticket-linked model. If an employee redeemed Xoxoday Plum points for an experience booking via the storefront and subsequently needs to cancel, the agent processes the cancellation within the CMS, triggering the appropriate reversal flow for the underlying order.Initiating Refunds
Refunds for eligible orders are initiated directly within the CMS portal. Once an agent raises a refund request, the system routes it through any required approval steps before execution. The refunded value is returned according to the original payment or points method, keeping the process consistent and predictable for the end recipient.Goodwill Credits and Points
Xoxoday Plum supports a dedicated goodwill credits workflow that allows Xoxoday or partner institutions such as RBL Bank to grant additional credits or points to customers outside of standard redemption flows. This is particularly useful for service-recovery scenarios—for instance, compensating an employee after a delayed or unsuccessful redemption tied to a Darwinbox or SAP SuccessFactors reward programme. All goodwill credit requests are subject to a maker–checker approval mechanism. The initiating agent (the maker) raises the request; a designated approver (the checker) reviews and authorises it before any credits are applied. This two-step control satisfies internal audit requirements and aligns with compliance standards commonly expected in enterprise HR technology environments. Every goodwill credit granted is fully logged with timestamps, agent identifiers, and approval chain details—ensuring the record is complete for both internal audits and external compliance reviews under standards such as ISO 27001 and SOC 2 Type II. Learn more: Xoxoday Plum Help Centre — CMS / Agent & Ops Portal (Customer Management Service)Role-Based Approval Limits in the CMS Portal
Understand how Xoxoday Plum configures tiered approval limits for agents, ensuring corrective actions are authorised at the right level of authority.
Redemption Marketplace and Order Management
Explore how the Xoxoday Plum redemption marketplace processes orders and how agents track fulfilment status across reward types.