How to Manually Pay Out a Reward

If a transaction has an Opt-Out status, the customer's reward was held because they didn't opt in to email marketing at checkout. You can manually pay out that reward from the Transactions table — as long as you have the customer's email address or phone number on file.

Steps

Step 1: Find the Transaction

1. From your Oshi dashboard, go to the Transactions page
2. Look for transactions with an Opt-Out status (shown in gray)
3. You can use the status filter or search by customer email to narrow things down

Step 2: Pay Out the Reward

1. Click the ellipsis menu (three dots) on the right side of the transaction row
2. Select Payout Reward
3. A confirmation dialog appears showing:
   • The reward amount in sats
   • A message confirming this will claim the opt-out transaction and transfer the rewards to the customer's wallet
4. Type the exact sats amount shown to confirm
5. Click Payout

Once confirmed, the reward is delivered to the customer and the transaction status updates. The customer will be notified and initiated into your rewards program.

When to Use This

• A customer contacts you asking why they didn't receive their reward
• You want to manually reward a high-value customer who accidentally opted out
• You're onboarding a new customer and want to make sure their first purchase is rewarded
• A checkout misconfiguration caused customers to be opted out unintentionally

Preventing Future Opt-Outs

If you're seeing a lot of opt-out transactions, the root cause is usually your checkout's email marketing settings. See Why Aren't My Customers Receiving Rewards? for how to configure your checkout to maximize opt-ins.

What's Next

• Why Aren't My Customers Receiving Rewards? — Understand why opt-outs happen and how to prevent them.
• Understanding Transaction Statuses — Learn what each status means.
• How to Filter and Search Transactions — Find specific transactions in your dashboard.