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Creating Custom Rewards

Add organisation-specific rewards to your Mo store

Tahera Barok McArthur avatar
Written by Tahera Barok McArthur
Updated this week

Create custom rewards that reflect your company culture and offer unique recognition options beyond standard vouchers. Custom rewards appear in the Mo store alongside partner brand vouchers.

Purpose: Provide personalised, meaningful rewards specific to your organisation that colleagues can redeem using their store credit or points.

⚠️ Note: You need Rewards Admin permissions to create custom rewards.

What Are Custom Rewards?

Custom rewards are organisation-specific items you create and manage.

Standard Mo Store:

  • Partner brand vouchers (Amazon, ASOS, Deliveroo, etc.)

  • Automatically available to all organisations

  • No setup required

Custom Store:

  • Your unique rewards and experiences

  • Requires manual fulfilment by your organisation

  • Reflects company culture and values

  • Complements standard vouchers

Examples of custom rewards:

  • Extra holiday days

  • Premium parking spaces

  • Company merchandise

  • Learning and development courses

  • Experiences (spa days, concert tickets, theme park visits)

  • Leadership interactions (breakfast with CEO)

  • Workshops and classes (cocktail making, pottery)

Before You Start

Prerequisites:

  • Rewards Admin permissions in Mo

  • Ideas for custom rewards relevant to your organisation

  • Cost estimates for custom rewards

  • Fulfilment process determined

  • Instructions for redemption prepared

Planning considerations:

  • What rewards align with company culture?

  • What can you realistically fulfil?

  • Who will manage redemption requests?

  • How will costs be tracked and managed?

Accessing Custom Reward Creation

  1. Go to Manage Organisation

  2. Navigate to Rewards

  3. Select Store Inventory

  4. Click Create new or similar button

Required Information

When creating a custom reward, you'll need to provide:

Reward Name

  • Clear, descriptive name

    Examples: "Extra Holiday Day", "Premium Parking - 1 Month", "Spa Day Experience"

  • Keep concise but meaningful

Description

  • Explain what the reward includes

  • Set expectations for the recipient

  • Highlight what makes it special

  • Brief but informative

Cost (Store Credit or Points)

  • If using currency: Enter the cost in your currency (e.g., £50, $75)

  • If using points: Enter the cost in points (e.g., 500 points, 750 points)

  • This is deducted from recipient's balance when redeemed

Image

  • Upload relevant image representing the reward

  • Use high-quality, clear images

  • Consider company branding

  • Visual appeal matters

Redemption Instructions

  • Critical: Explain exactly how to redeem

  • Who to contact (HR, manager, specific person)

  • What process to follow

  • Any deadlines or restrictions

  • Example: "Contact HR at hr@company.com to schedule your extra holiday day. Must be used within 6 months."

Stock/Availability (if applicable)

  • Indicate if there's limited quantity

  • Useful for physical items or limited experiences

  • Leave unlimited for ongoing rewards like holiday days

Step-by-Step Creation

  1. Click "Create new" in Store Inventory

  2. Enter reward name - make it clear and appealing

  3. Write description - sell the value of this reward

  4. Set cost - in currency or points matching your system

  5. Upload image - choose attractive, relevant photo

  6. Write redemption instructions - be very specific and clear

  7. Set availability (if limited stock)

  8. Review all information for accuracy

  9. Click "Save" to create the custom reward

After Creation

Once saved:

  • Custom reward appears in Store Inventory

  • Visible in Mo store for colleagues to browse

  • Appears above standard vouchers in store

  • Available for redemption immediately

Managing Custom Reward Redemptions

How Redemption Works

When a colleague redeems a custom reward:

  1. Colleague selects custom reward from Mo store

  2. Store credit or points deducted from their balance

  3. Redemption request created and enters queue

  4. Notification sent to Rewards Admin

  5. Admin fulfils the reward internally

  6. Colleague receives their custom reward

Accessing the Redemption Queue

  1. Go to Manage Organisation

  2. Navigate to Rewards

  3. Select Redemption Queue

  4. View all pending custom reward redemptions

Fulfilling Redemption Requests

From the redemption queue, you can see:

  • Who redeemed the reward

  • Which custom reward they selected

  • When they redeemed it

  • Redemption instructions you created

  • Contact information

Fulfilment process:

  1. Review the request in redemption queue

  2. Follow your redemption instructions (contact HR, arrange parking, etc.)

  3. Fulfil the reward for the colleague

  4. Mark as fulfilled in the system

  5. Communicate with colleague to confirm receipt

Best practice: Respond to redemption requests quickly to maintain programme enthusiasm and trust.


Custom Reward Ideas by Category

Time Off and Flexibility

Examples:

  • Extra holiday day - £100 / 1000 points

  • Half day off - £50 / 500 points

  • Late start pass - £25 / 250 points

  • Work from anywhere week - £75 / 750 points

Redemption: Coordinate with manager/HR to schedule

Workplace Perks

Examples:

  • Premium parking space (1 month) - £30 / 300 points

  • Reserved desk (hot-desking environment) - £20 / 200 points

  • Work from home equipment - £100 / 1000 points

  • Office plant for desk - £15 / 150 points

Redemption: Facilities or HR arranges

Learning and Development

Examples:

  • External course or workshop - £200 / 2000 points

  • Conference attendance - £150 / 1500 points

  • Book allowance - £30 / 300 points

  • Mentoring session with leadership - £50 / 500 points

Redemption: Learning & Development team approves and arranges

Experiences

Examples:

  • Spa day voucher - £80 / 800 points

  • Concert or theatre tickets - £60 / 600 points

  • Theme park family pass - £100 / 1000 points

  • Restaurant experience - £75 / 750 points

  • Activity class (pottery, cooking) - £50 / 500 points

Redemption: Admin purchases and provides to recipient

Company Merchandise

Examples:

  • Premium company hoodie - £40 / 400 points

  • Branded water bottle - £15 / 150 points

  • Company backpack - £35 / 350 points

  • Tech accessories with logo - £25 / 250 points

Redemption: Collect from HR or mail to home address

Leadership Engagement

Examples:

  • Breakfast with CEO - £100 / 1000 points

  • Lunch with department head - £50 / 500 points

  • Shadow senior leader for day - £75 / 750 points

  • Coffee chat with board member - £40 / 400 points

Redemption: Leadership team schedules

Charitable Giving

Examples:

  • Company donation in your name - £50 / 500 points

  • Volunteer day with pay - £100 / 1000 points

  • Charity of choice donation - £75 / 750 points

Redemption: HR processes donation


Best Practices

Creating Appealing Custom Rewards

Make them desirable:

  • Offer rewards people actually want

  • Mix high-value and lower-value options

  • Include variety across categories

  • Update regularly based on feedback

Make them achievable:

  • Price appropriately for your points/currency system

  • Ensure some rewards are accessible at lower point levels

  • Balance aspirational and attainable options

Make them clear:

  • Write detailed descriptions

  • Set clear expectations

  • Include any restrictions upfront

  • Provide excellent imagery

Redemption Instructions Quality

Effective instructions include:

  • Exact contact person or department

  • Email address or phone number

  • Process to follow step-by-step

  • Timeline expectations

  • Any limitations or blackout dates

Example - Good Instructions: "Email hr@company.com with 'Holiday Day Redemption' in subject line. Include your preferred dates (minimum 2 weeks notice). HR will confirm within 3 business days. Must be used within 6 months of redemption."

Example - Poor Instructions: "Contact HR to arrange"

Fulfilment Management

Set up process:

  • Designate who monitors redemption queue

  • Establish fulfilment workflows

  • Set response time standards

  • Track costs against budgets

  • Communicate with colleagues promptly

Monitor regularly:

  • Check redemption queue daily

  • Fulfil requests quickly

  • Track most popular rewards

  • Adjust offerings based on data

  • Gather feedback from redeemers


Managing Your Custom Store

Editing Custom Rewards

To modify an existing custom reward:

  1. Go to Store Inventory

  2. Find the custom reward

  3. Click to edit

  4. Update any field as needed

  5. Save changes

What you can edit:

  • Name and description

  • Cost

  • Image

  • Redemption instructions

  • Stock/availability

Removing Custom Rewards

To remove a custom reward:

  1. Consider if anyone has unredeemed requests

  2. Fulfil or communicate about pending redemptions

  3. Delete from Store Inventory

  4. Custom reward no longer appears in store

Caution: Only remove rewards that are no longer feasible to fulfil.

Monitoring Popularity

Track these metrics:

  • Which custom rewards are redeemed most

  • Which sit unused

  • Feedback from colleagues

  • Fulfilment costs

  • Time to fulfil

Use data to:

  • Add more of what's popular

  • Remove or replace unpopular items

  • Adjust pricing

  • Improve offerings

  • Plan budget


Troubleshooting

Custom Rewards Not Appearing in Store

Check:

  • Reward was saved successfully

  • You're looking in correct section of store

  • No stock restrictions preventing display

  • Sufficient permissions to view

Solutions:

  • Refresh the store page

  • Verify reward exists in Store Inventory

  • Check stock availability settings

  • Clear browser cache and retry

Colleagues Confused About Redemption

Common issues:

  • Instructions unclear or incomplete

  • Don't know who to contact

  • Unsure of process or timeline

  • Restrictions not communicated

Improvements:

  • Rewrite redemption instructions more clearly

  • Add specific contact details

  • Include step-by-step process

  • Communicate programme-wide how custom rewards work

Fulfilment Taking Too Long

Causes:

  • Redemption queue not monitored regularly

  • Unclear responsibility for fulfilment

  • Complex approval processes

  • Resource constraints

Solutions:

  • Assign specific person to monitor queue

  • Set response time standards

  • Streamline approval process

  • Communicate timelines to colleagues

  • Consider if reward is feasible to offer

Cost Tracking Challenges

Issues:

  • Custom reward costs not captured

  • Budget impacts unclear

  • Finance team not informed

Solutions:

  • Establish tracking system for custom reward costs

  • Regular reporting on redemption costs

  • Coordinate with finance team

  • Consider if pricing needs adjustment

  • Monitor against overall rewards budget

Related Guides:

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