Winners

Track every winner from the moment they're drawn to the moment their prize is in their hands: chase up prize choices (cash alternative, site credit), update fulfilment and delivery status, add tracking notes, and clear your backlog with batch actions. Instant win claims and main prize winners are managed side by side in one place.

Where to find it: Admin → Winners (/admin/winners). The sidebar badge next to Winners shows how many prizes are awaiting fulfilment.

Draws themselves — picking the winning ticket — happen on the dedicated Winner Draws page. Publishing winner photos and stories to your public site happens in the Winner Gallery. This page is where you manage everything in between.

Understand the winner lifecycle

Every winner (main prize or instant win) carries a fulfilment status. The typical journey is:

1. Winner drawn — a record appears in the Winners Requiring Action tab as soon as a draw completes or an instant win is claimed.
2. Pending Choice (only if the prize has alternatives) — the winner has been offered a choice (for example, the prize or a cash/credit alternative) and hasn't decided yet. This status is set by the system and clears automatically when they choose — you cannot select it yourself.
3. Pending — the prize is confirmed but fulfilment hasn't started. Use this stage for winners you still need to contact.
4. Processing — you're actively fulfilling: the winner has been contacted and delivery, payout or credit is being arranged.
5. Completed — the prize has been delivered or paid out. The record moves to the Completed Winners tab.
6. Cancelled — the win was voided or won't be fulfilled. Also shown on the Completed Winners tab.

You set Pending, Processing, Completed and Cancelled yourself from the fulfilment panel (see Update a winner's fulfilment). Status changes here are record-keeping only — they never move money. Cash and credit are only ever paid out by the winner making their choice, or by you adjusting their balance from their customer profile.

Check what needs your attention

The top of the page gives you three numbers:

• Pending Draws — competitions that have ended (or sold out) and still need a winner. If this is above zero, a Ready for Draw banner also appears; clicking it takes you to Winner Draws.
• Pending Fulfillments — prizes awaiting delivery. This is the same count shown on the Winners Requiring Action tab and the sidebar badge.
• Total Winners — your all-time winner count.

Below the stats, the Upcoming Draws list shows each competition awaiting a draw with its end date (or a SOLD OUT badge if it filled early), tickets sold, and a mode badge:

• AUTO — the competition draws itself automatically about five minutes after it ends. You don't need to do anything; the winner will appear in the Winners Requiring Action tab.
• MANUAL — you must run the draw yourself on the Winner Draws page.

Every row has a Select Winner button that takes you to Winner Draws. It appears on AUTO rows too, but you only need to use it for MANUAL competitions.

If you can't see the banner or the Select Winner buttons, your role doesn't allow running draws — a Shop Manager can view and update winners but not draw them (see the roles table in Users & Customers). If you need to run draws, ask the site owner to change your role to Admin. You can still manage fulfilment without it.

Work through winners requiring action

The Winners Requiring Action tab lists every prize that isn't finished yet — Pending Choice, Pending and Processing, across both main prize winners and instant win claims. To work the backlog:

1. Leave the Sort Order on Oldest First (Process Backlog) so the longest-waiting winners surface first.
2. Narrow the list with the filters:
   • Search — winner name, email or competition title.
   • Winner Type — Main Prize or Instant Win.
   • Status — Pending Choice, Pending or Processing.
3. Work each row using the links built into the table:
   • Competition — for main prizes the competition title comes first (click it for a competition summary), with an Auto/Manual chip showing how the winner was selected and a prize-type badge. For instant wins the prize title comes first with a green Instant chip, and the competition beneath.
   • Winner — click the name or email to open the customer's profile panel, where you can check and update their contact and delivery details before dispatching a prize.
   • Order — click the order number to open the winning order (see Orders); the win date is shown underneath.
   • Notes — an inline notes box (see Add notes to a winner).
   • Status — the current fulfilment status.
   • Actions — the truck icon opens the fulfilment panel.

Update a winner's fulfilment

Use this whenever you contact a winner, dispatch a prize, or complete a payout:

1. Find the winner and click the truck icon in the Actions column. The Update Fulfillment panel opens.
2. Choose the new Fulfillment Status — Pending, Processing, Completed or Cancelled.
3. Add Notes — tracking numbers, courier and delivery details. This is the same notes field shown on the winner's row in the table, and the winner can read it from their account (see Add notes to a winner).
4. If you chose Completed, a Fulfilled At date and time field appears — set it to when the prize was actually handed over (useful when you're logging it after the event). The date is only stored for main prize winners: on an instant win claim the field shows but the date isn't saved, so record the handover date in the Notes instead.
5. Click Update.

Completed and Cancelled winners move to the Completed Winners tab; everything else stays in Winners Requiring Action.

If the winner is currently in Pending Choice, the panel shows a reminder: they haven't picked between their prize and its alternatives yet, and changing the status here will not credit any cash to their wallet. To pay cash, adjust their balance from their customer profile instead — see Wallets & Withdrawals.

Mark several winners as completed at once

When you've fulfilled a batch of prizes (for example, a stack of site-credit instant wins):

1. On the Winners Requiring Action tab, tick the checkbox on each row you've fulfilled.
2. Click Mark N as Completed above the table.
3. Confirm the prompt.

Each selected winner is set to Completed and the list refreshes. The batch action only sets the status — it doesn't add notes or a fulfilled date, so use the individual panel when you need a tracking record.

Handle prize choices (cash and credit alternatives)

When you configure a prize with alternatives on the competition (see Competitions), the winner gets to choose. While they decide, the winner sits in Pending Choice on your side.

What the winner sees: a Pending Decisions section on the My Prizes page of their account, showing the prize with buttons for each option — Claim Prize (or Take £X Cash for a cash prize), Take £X Cash for a cash alternative, and Take £X Credit for a credit alternative (with the bonus percentage shown when the credit offer is higher). They confirm their choice before it's applied.

What happens next:

• They keep the prize — the status moves to Pending and it's over to you to arrange delivery or payout.
• They take the cash alternative — the amount is added to their cash wallet immediately.
• They take the credit alternative — the amount is added to their site credit immediately.

On the Completed Winners tab, winners who took an alternative carry a chip on the row — Cash alt £X or Credit alt £X — with the choice date in the tooltip. Use the Alternative filter (Took original prize, Took any alternative, Took cash alt, Took credit alt) to report on how often alternatives are taken.

If you've enabled the ID verification prize-claim gate in Settings, winners must verify their identity before they can make a choice — see ID Verification.

Add notes to a winner

Every row has an inline Notes box in the table — no panel needed:

1. Click into the Notes box on the winner's row and type.
2. Click away — the note saves automatically and a green Saved tick appears.
3. Your name and how long ago the note was updated are shown beneath the box, so colleagues can see who wrote what.

Notes are ideal for tracking numbers, courier references and delivery arrangements. Be aware that the winner can read the notes on their prize from the My Prizes page of their account, so keep the wording customer-friendly — don't store internal remarks or dispute commentary here.

Edit a winner's contact or delivery details

Before dispatching a physical prize, confirm the address:

1. Click the winner's name or email in the table. Their customer profile panel slides open.
2. Review and edit their contact details and address as needed.
3. Save, then return to the winner row to carry on with fulfilment.

See Users & Customers for everything else you can do from the profile panel, including balance adjustments.

Review completed and cancelled winners

The Completed Winners tab is your archive and reporting view. It has a fuller filter set:

• Search, Winner Type and Sort Order (defaults to newest first) as on the other tab.
• Competition — limit to one competition.
• Prize Type — Physical, Site Credit, Cash or Comp Tickets.
• Alternative — whether the winner took the original prize or a cash/credit alternative.
• Status — Completed or Cancelled.
• Date From / Date To — filter by win date.

Click the eye icon on any row to reopen the fulfilment panel. If a winner was completed by mistake, set the status back to Pending or Processing and it returns to the Winners Requiring Action tab.

Cancel a winner

To record that a win won't be fulfilled (for example, a disqualified entry after a redraw):

1. Open the winner's fulfilment panel (truck icon).
2. Set the status to Cancelled and add a note explaining why.
3. Click Update.

Cancelling a main prize winner frees their winner slot, so the competition returns to the Winner Draws queue with a Redraw badge. On automatic competitions the replacement winner is drawn within a minute or so; on manual competitions it waits in the queue for you to draw. The cancelled winner's ticket can't win again, and setting them back from Cancelled restores their win, as long as the replacement hasn't been drawn yet (once it has, you'd need to cancel the replacement instead).

Cancelling doesn't reverse any cash or credit the winner has already taken. To claw back a balance, adjust it from the customer's profile (Wallets & Withdrawals). Cancelling an instant win is record-keeping only; it doesn't return the prize to the pool.

Control how winner names appear publicly

Winner names shown on your public site (the winners page, the winners gallery, and claimed-prize lists on competition pages) follow the Public name display setting: full name, first name and initial, or first name only. It applies to past winners as well as new ones, and you always see full names in the admin area. See Choose how customer names appear publicly.

There is no per-winner "hide from the public" switch. A winner drops off the public pages only when their customer data is erased from their profile, which also blanks the stored name on the win. To keep a single photo off the gallery, untick Publish to gallery on that item instead — see Winner Gallery.

Troubleshooting

A winner says they never received their notification email

There's no resend button on the winner record. Check the email logs to see whether the notification was sent, bounced or suppressed — see Logs. If the address is dead, click the winner's name to open their profile, confirm a working phone number or correct the email, and contact them directly. Log the outcome in the winner's Notes.

A winner is stuck in Pending Choice

They simply haven't chosen yet — the status clears itself the moment they pick an option on the My Prizes page of their account. You can't set or skip Pending Choice from the fulfilment panel. Chase the winner and point them at their account. If you agree an outcome with them directly (for example, cash over the phone), remember the fulfilment panel never moves money: credit the amount from their customer profile (Wallets & Withdrawals), then set the winner's status and add a note recording the agreement.

A winner says they can't make their prize choice

If the ID verification prize-claim gate is switched on in Settings, the choice buttons are disabled until the winner verifies their identity. Check their verification status — see ID Verification — and help them complete it.

A competition has ended but no winner has appeared

The draw hasn't run yet. Check the Upcoming Draws list: MANUAL competitions wait for you to run the draw on Winner Draws; AUTO competitions draw themselves around five minutes after ending, so a just-ended competition may still be inside that window.

I can't see the Select Winner button or the Draws page

Running draws is limited by role — a Shop Manager can view and update winners but not draw them. Ask the site owner to change your role to Admin in Users & Customers if you need to run draws. Fulfilment, notes and the winner tables don't require it.

I can't find a winner I know exists

Check both tabs — Completed and Cancelled winners live on Completed Winners, everything else on Winners Requiring Action. Clear the filters (Winner Type, Status, Prize Type, date range) and search by the winner's email, which is more precise than their name.