Redeem Moola Through the Store

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At a glance

Redeeming Moola through your store's Moola Store spends the Moola you have earned on rewards your store offers, from branded apparel to gift cards to other items your leadership has set up. You browse the store from your profile, pick an item, and confirm the purchase; your Moola balance drops immediately while the redemption request goes to a leader for approval. Once approved, the store hands over the reward. Rejected redemptions credit your Moola back automatically.

Before you start

1. Make sure you have enough Moola for the item you want. Your Moola balance is visible on your profile's Moola tab and in the Moola Store itself next to each item's cost.
2. Understand that once you confirm a purchase, your Moola is deducted immediately. The amount is held against the request; if the request is approved, the deduction stands; if rejected, the Moola credits back to your balance.
3. Know that physical rewards are distributed by your store, not by OneClick. OneClick tracks your request and your leader's approval; handing over the actual item is a store-level activity. Expect a short wait between approval and receiving the reward.
4. Estimated time: under two minutes to submit a redemption; variable time to approval depending on your leader's schedule.

Steps

1. Open your own profile in OneClick (tap your name or profile picture). Open the Moola tab.
2. Tap into the Moola Store. A list of available rewards appears, each showing the item name, description, image, and Moola cost.
3. Browse. If you want to keep track of an item for later, tap the favorite icon on its card; favorited items show up in a separate list for quick access next time you open the store.
4. Tap the item you want to redeem. The item detail view opens with the full description, cost, and any limits (for example, a maximum-per-employee cap or a launch or expiration date).
5. Confirm the purchase. Your Moola balance drops by the item's cost immediately, and a redemption request is sent to the leader assigned to the item, or to the default approver group if no specific leader is assigned.
6. Wait for approval. You will receive an in-app notification when your redemption is approved. Pending redemptions are visible in your Moola history on the Moola tab of your profile.
7. Once approved, connect with your leader or the designated distribution leader to receive the reward. The reward itself comes from your store, not from OneClick.

Video

Video coming soon.

Common gotchas

My Moola balance dropped but I have not received the reward yet.

Working as designed. Moola is deducted when you submit the redemption request, not after approval. The request is in a queue for your leader to approve. Check your Moola history on the Moola tab; the redemption will show as pending until it is approved or rejected.

My redemption was rejected and I want to know why.

Rejections happen occasionally for reasons like a reward being out of stock, the per-employee cap being reached, or the item being deactivated after you submitted the request. Your Moola credits back to your balance automatically, so you can use it for a different reward. If you want to understand the specific reason, ask the leader who handled the request; OneClick does not always capture a reject reason on the redemption itself.

I cannot find an item I know my store offers.

Check three things. First, the launch date may not have arrived yet (the item is hidden until then). Second, the expiration date may have passed (the item is hidden after). Third, the item may have been deactivated by a manager. If you expected to see the item and none of these apply, ask your manager.

I earned Moola but my balance did not go up.

Awards are recorded in the Moola Transaction Log when the leader submits them. If you have a notification saying Moola was awarded to you but the balance does not match, pull down to refresh your profile, then close and reopen the app. If the balance still does not match, ask your leader to confirm the award submitted successfully, and contact support if it did not.

An item has a "Limited to Employees" list and I am not on it.

Some rewards are restricted to specific team members (for example, a training completion bonus item). If you are not on the list, you cannot redeem the item. If you think you should be, ask your manager.

I submitted a redemption by mistake.

Redemption requests are not self-serve cancelable once submitted. Ask your leader to reject the request; the Moola credits back to your balance when they reject it. Do not submit a duplicate request while the first is pending.

I received the physical reward but my OneClick history still shows the redemption as pending.

Probably an approval step was skipped. Ask your leader to open the Moola Transaction Log and approve the request so the ledger is consistent. If the leader has already approved and the history still shows pending, refresh the app; if it still shows pending after a refresh, contact support.

I want to redeem an item but do not have quite enough Moola.

Two options. First, wait until you earn more, either from a leader award or a transfer from a teammate. Second, check with a teammate whether a Transfer from their balance could bridge the gap; peer-to-peer transfers are built for exactly this kind of situation (see Transfer Moola to Another Team Member).

I want to see everything I have redeemed in the past.

Your Moola history on the Moola tab of your profile shows every transaction, including past redemptions. Filter by transaction type to see only redemptions. Approved redemptions, rejected redemptions, and pending redemptions all appear with their status.

Related articles

1. Understand Moola (Reference) for the full Moola system model, including how awards, transfers, and redemptions relate.
2. Transfer Moola to Another Team Member (How-To Guides) if you need to move Moola to or from a teammate before or after a redemption.
3. Approve or Reject a Moola Redemption (How-To Guides) for the leader-facing counterpart to this workflow, if you want to understand what your leader sees when your request arrives.
4. Troubleshoot a Moola Redemption Issue (Troubleshooting) if something goes wrong with a redemption.
5. Build Your Moola Store (How-To Guides) for the leader-facing workflow that set up the items you see in the store.

Still stuck

If an item you expected to see is missing, your balance does not match your expectation, or a redemption is stuck in a state that refresh does not clear, submit a support ticket and include:

1. Your store number.
2. Your name and the name of the leader handling the redemption (if known).
3. The item you tried to redeem and its listed cost.
4. A screenshot of your Moola tab showing your balance and the redemption status.
5. What you expected to happen versus what happened.

Support typically responds within one business day.

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Pre-publish checklist

15 f8224dd6-88a1-40a1-92a8-26feb023263d complete Seven sections filled.

16 9384f71e-391a-48b4-926c-b7e86104751b complete Single-path How-To (team-member-facing redemption workflow).

17 b9ce4f7d-7da0-4d73-914c-38a7cb0a0847 complete Immediate-deduction behavior surfaced (At a glance, first gotcha).

18 30acd05c-f72f-420a-8ec1-03efb8dd4202 complete Approval-workflow model documented (request, approve, reject, credit-back).

19 0339acc3-31d3-4a5c-935a-f542b164c11e complete Store-distributes-reward model called out.

20 2e138d4a-df98-49c4-b2e8-289cd0e27c21 complete No em dashes.

21 3c06be19-27c6-4ec2-b580-c522e24d90e4 complete No hedge words.

22 580b470b-2ead-4d51-b5a6-e0f279aaac17 complete Voice: team member, not operator or leader.

23 1b03f4e7-0867-49b8-afa1-6ffddd2fab62 complete No real identifying data.

24 3c5cbd98-f576-4ad4-85e2-427236c99cc6 complete Item-visibility gotchas covered (launch date, expiration date, deactivation, limited-to-employees).

25 6faaeed1-4575-450b-ab8e-63b9758e8612 complete Peer-to-peer Transfer cross-reference in a gotcha.

26 9dba6d15-0055-4ec0-bc3c-07349c44ab38 incomplete UI verified against Production.

27 78631c03-57c9-44ee-b221-534a892dd3a0 incomplete Screenshots at decision points (profile Moola tab, Moola Store list, item detail with cost and confirm button, pending redemption in history).

28 4f9f9f25-6d5a-40fc-9c04-81d71b4ecfbc incomplete Reviewed by Jared and Kevin.

Why this article exists

Surfaced by the Wave 1 cross-link map Pass 3 Batch 1 audit (Turn 43, Flag 42). Transfer Moola to Another Team Member references "Redeem Moola Through the Store" as a placeholder. Moola is a CFA operator hook: the recognition system that helps differentiate OneClick from HotSchedules's scheduling-only footprint. Completing the Moola lifecycle documentation (earn via Award, transfer via Transfer, redeem here) gives operators a polished story to point their team members at, which supports the 200-store 2026 goal by reducing onboarding friction for the team-member-facing half of the system. Dan's explicit default-to-draft call on this single-reference placeholder approved the article during the Flag 42 Placeholder Decision Memo (pageId 397344811), Turn 48, as priority 5 in the drafting queue.

Source

Derived from Understand Moola v1 (395575424), specifically the "How the Moola Store works," "How redemption works," and "Notifications" sections. The original source is the existing live kb.oneclickapp.com Moola article (uploaded to KBRW Turn 21, April 24, 2026). All facts in this article (immediate deduction on request, the request-approve-or-reject model, Moola-credited-back on rejection, the store distributes the physical reward, launch and expiration dates and per-employee caps on items) are directly documented in Understand Moola and the source PDF. No new VERIFY blocks.