If a guest receives the error below and it has been confirmed that the items in their basket (including any location, date, or time restrictions) pass the Qualification Criteria attached to the reward, then it is likely that the guest staged the reward for use at the POS instead of applying the reward from their account. See What indicates that a redeemable is staged on the rewards page of a guest profile? for more details on a staged reward.
You can confirm this was the case by checking the guest's Timeline and see an entry for Expired Redemption. See Why does Expired Redemption show on the guest timeline? for more details. To resolve, please have the guest make sure they are applying their reward at the checkout screen directly from their options of available rewards and not selecting Redeem from the app or web. The guest will have to wait until the currently staged reward expires and is returned to their account before applying it again.
If further assistance is required, submit a ticket to Punchh Support. (For help submitting a ticket, click here)