Issue an Infraction

v4 fix (2026-05-04): Removed "low, mid, or high point total" threshold-level language from gotcha. live UI has a single threshold toggle, not three configurable levels.

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At a glance

Issuing an infraction creates a points-weighted disciplinary record on a team member's profile for a specific incident (for example, tardiness, dress code violation, or no-call no-show). Points accumulate across the team member's active infractions and map to a penalty ladder visible on the Infractions tab (for example, 5 points triggers a Written Warning, 20 points triggers Termination). The record persists until a Director or Operator deletes it. Use this workflow whenever a policy violation needs formal documentation.

Before you start

1. You need a role with permission to issue infractions. Shift Leader level and higher can view the infraction history, Manager level and higher can edit infractions, and Director and Operator levels can delete them. The permission to issue an infraction follows the same default structure as viewing.
2. The team member must have a profile in OneClick.
3. Know the details of the incident: date, infraction type, any notes you want to record, and the expiration date for the points if your store uses expiring points.
4. Check your store's disciplinary policy before issuing. The points and penalty ladder are configured per store; confirm the current configuration with your Manager or Director if you are unsure how the system is set up at your store.
5. Estimated time: two to three minutes per infraction, longer if the team member signs in person.

Steps

1. Select Team from the left navigation menu, search for the team member, and open their profile. Alternatively, long-press the team member's name on the Roster or Layout and press Profile.
2. Click the Infractions tab in the profile's tab bar. You will see the Accountability table showing the points-and-penalty ladder and the team member's current total points.
3. Press Click to issue a new infraction at the bottom of the Accountability table.
4. Enter the issue date, select the infraction type from the configured list, and set the expiration date for the points. The expiration governs when these points drop off the team member's running total (this is separate from the New Point Duration rolling window described in the Reference article).
5. Add notes describing the incident. By default, the Leadership signature is required and the Employee signature is optional; both can be adjusted in settings. If your store has configured an acknowledgement text, it will display above the signature block.
6. Press Submit Infraction.
7. The infraction now appears in the team member's Accountability history, the total points update, and the penalty ladder highlights the reached threshold. If threshold notifications are configured and enabled, designated recipients receive an email.

Video

Video coming soon.

Common gotchas

I issued the infraction against the wrong team member. Manager level and higher can edit an infraction, but only Director and Operator levels can delete one. If you have Manager access, open the infraction and edit the notes to flag the mistake and the correct team member, then issue the infraction correctly against that team member. If the erroneous infraction must be removed entirely, ask a Director or Operator; do not leave the team member with an incorrect record on their profile.

The infraction type I need is not in the list. Infraction types are configured per store. A Manager or higher can add a type under Settings > Infractions by clicking the three dots on an existing type (to edit) or the plus button at the bottom of the list (to add new). Point value and expiration can be set at the same time. If you do not have Manager access, request the addition from someone who does rather than using the closest existing type.

I need to issue an infraction for an incident that happened last week. The issue date is a field, so you can backdate. Enter the actual date of the incident. The points and penalty ladder will update based on the infraction's issue date against the New Point Duration rolling window.

A team member wants to contest an infraction on their record. Use the notes field on the infraction to capture the team member's position, and leave the record in place. The Employee signature setting can be configured to Required so the team member acknowledges the infraction at issue time even if they disagree, which creates a cleaner paper trail. If the team member's position turns out to be correct and the infraction should not stand, a Director or Operator can delete it.

The team member did not receive an email about the infraction. Email notifications to the team member are off by default and must be enabled in Settings > Infractions > Email Notifications (the "Infraction Received" email toggle). The Reply-To Email address for these notifications is also set there; if it is left blank, the email will be sent as no-reply. Threshold notifications (sent to designated leadership when a team member reaches the configured point threshold) are a separate setting from the team member's receipt email.

I want to reward positive behavior with negative-point infractions. Do not do this. OneClick is designed with infractions as a count-up-only negative-behavior system and Moola as the positive-behavior system. Mixing the two in Infractions creates messy data for both. If you want to recognize a team member, award Moola.

Related articles

1. Understand Infraction Types and Severity (Reference)
2. Configure Infraction Settings (How-To Guides)
3. Understand Permission Levels (Reference)

Still stuck

Submit a support ticket with your store number, the team member's name, a screenshot of the Infractions tab showing the Accountability table, and a description of what you were trying to do. Support typically responds within one business day.

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Pre-publish checklist

32 7856047c-0ca5-468e-98c1-bdd409a7dffb complete Seven sections filled.

33 1f937806-ec18-40ed-bd15-195e7a9ed366 complete Voice: operator-as-actor violations cleaned; permission-based role references.

34 40b9612a-8cf6-4bec-b8e5-c6515c5adaf6 complete Title renamed to match UI ("Issue" not "Record").

35 da280791-b80b-4fdd-bf63-828037fc6ed6 complete VERIFY blocks resolved via Infractions PDF (UI button label, flow, fields, signatures, notifications, permissions, edit/delete).

36 f3f5a76d-3d06-425b-81b6-0a76c8a99d11 complete No em dashes.

37 7b94026f-c5af-44c3-b6cb-0fefd9641539 complete No real team member or store names.

38 421b36aa-2883-41e1-833a-d6d07b7c37fd complete v4 (2026-05-04): removed "low, mid, or high point total". live UI has single threshold toggle, not three configurable levels.

39 3f4fa819-43ee-4f8b-bad3-db5cdcaf9cc2 incomplete Screenshot pass of the Infractions tab and issue form.

40 8b801ae9-54ed-45ea-b074-7cf47e095b9b incomplete UI verified against Production.

41 9613f878-6f46-4f53-b932-95b511d2dac8 incomplete Reviewed by Jared and Kevin.

Why this article exists

Infractions is one of the highest-ticket customization categories. The workflow is short but the settings around it (points, penalties, signatures, expiration, notifications) are dense. A clear How-To that documents the eight-step flow and points the reader at the Reference article for the conceptual model keeps this article scannable while the Reference handles the depth. Wave 2B candidate per the Publish-Ready Queue.