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Overview

The loyalty program helps you retain customers by rewarding repeat visits. Customers earn points on every purchase, advance through membership tiers, and redeem points for discounts and free items.

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Loyalty Programs

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Creating a Loyalty Program

1

Navigate to Loyalty

Go to Loyalty > Programs from your dashboard.
2

Create Program

Click “Create Program” and configure:Basic Settings:
  • Program Name: e.g., “VIP Rewards”, “Coffee Club”
  • Active Status: Enable/disable program
Point Rules:
  • Points per Currency Unit: How many points earned per $1 spent
    • Example: 10 points per 1→1 → 50 order = 500 points
  • Currency per Point: Redemption rate (how much 1 point is worth)
    • Example: 100 points = 1→1point=1 → 1 point = 0.01
3

Configure Tiers

Default tiers are created automatically:
  • Bronze (0 points)
  • Silver (500 points)
  • Gold (2,000 points)
  • Platinum (5,000 points)
Each tier can have a points multiplier (e.g., Gold members earn 1.25× points).
Loyalty programs are organization-wide. All branches within your organization share the same program, and customers can earn/redeem points at any location.

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Program Settings

Points per Currency Unit: Controls how fast customers earn points.
  • Higher value = customers earn points faster
  • Example: 10 points/1vs5points/1 vs 5 points/1
Currency per Point: Controls redemption value.
  • Lower value = points are more valuable
  • Example: 100 points/1means1000points=1 means 1000 points = 10 discount
A common setup: 10 points per 1spent∗∗,redeemableat∗∗100points=1 spent**, redeemable at **100 points = 1. This creates a 10% reward rate.

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Customer Enrollment

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Automatic Enrollment

Customers are enrolled when they:
  1. Register via QR code ordering (with loyalty opt-in)
  2. Are created in POS with phone number
  3. Are manually added in Loyalty > Customers

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Manual Enrollment

1

Go to Customers

Navigate to Loyalty > Customers
2

Add Customer

Click “Add Customer” and enter:
  • Name (required)
  • Phone (recommended - used for deduplication)
  • Email (optional)
  • Birth Date (optional - for birthday rewards)
3

Customer Created

Customer is auto-enrolled in active loyalty program with 0 points and Bronze tier.
Phone Number Deduplication: If a customer with the same phone number exists:
  • System returns existing customer
  • Prevents duplicate accounts
  • Ensures points accumulate correctly
Always collect phone numbers for loyalty members. This prevents duplicate accounts when customers order from different devices.

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Earning Points

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Automatic Point Accrual

Points are earned automatically when an order is completed:
1

Customer Places Order

Order is created with customer linked (via session or POS entry).
2

Order Completed

When order status changes to completed, the system:
  • Calculates points: order_total × points_per_currency_unit
  • Applies tier multiplier if applicable
  • Creates loyalty transaction (type: earned)
  • Updates customer’s points balance
3

Points Available

Points are immediately available for redemption.
Calculation Example: 
Order Total: $50.00
Program Rate: 10 points per $1
Customer Tier: Gold (1.25× multiplier)

Base Points: 50 × 10 = 500 points
With Multiplier: 500 × 1.25 = 625 points

Customer earns: 625 points
Points are calculated on the order total (including tax), not the pre-tax subtotal.

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Manual Point Adjustment

Admins can manually adjust points: Use Cases:
  • Welcome bonus (e.g., +100 points for new members)
  • Compensation for service issues
  • Promotional bonus
  • Correction for errors
How to:
  1. Go to customer profile
  2. Click “Adjust Points”
  3. Enter amount (+ or -)
  4. Add reason
  5. Submit

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Membership Tiers

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Tier Levels

Customers advance through tiers based on total points earned (lifetime, not current balance). Default Tiers:

Bronze

Min Points: 0Multiplier: 1.0× (100%)Entry-level tier for all new members.

Silver

Min Points: 500Multiplier: 1.1× (110%)Customers who’ve earned 500+ lifetime points.

Gold

Min Points: 2,000Multiplier: 1.25× (125%)Mid-tier loyal customers earn 25% bonus points.

Platinum

Min Points: 5,000Multiplier: 1.5× (150%)Top-tier VIPs earn 50% bonus points on every purchase.

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Tier Progression

Tier is determined by total_points_earned, not current balance: 
Customer Journey:

Start: Bronze (0 total earned)
↓
Earns 600 points → Silver (600 total earned)
↓
Redeems 400 points → Still Silver (600 total earned, 200 balance)
↓
Earns 1,500 more → Gold (2,100 total earned, 1,700 balance)
↓
Redeems 1,000 → Still Gold (2,100 total earned, 700 balance)
Tier progression is one-way - customers never drop tiers, even after redeeming points.

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Customizing Tiers

Edit Tier:
  1. Go to Loyalty > Programs
  2. Select your program
  3. Click “Edit Tiers”
  4. Adjust:
    • Tier name
    • Minimum points threshold
    • Multiplier
    • Benefits description
Add New Tier:
  1. Click “Add Tier”
  2. Set minimum points (must be higher than previous tier)
  3. Set multiplier
  4. Add benefits
Delete Tier:
  • Only tiers with no customers can be deleted
  • Customers in deleted tier are moved to next lower tier

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Rewards

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Creating Rewards

Rewards are items customers can redeem with points.
1

Go to Rewards

Navigate to Loyalty > Rewards
2

Add Reward

Click “Create Reward” and configure:Details:
  • Name: e.g., “$5 Off”, “Free Appetizer”
  • Description: What customer gets
  • Points Cost: How many points to redeem
Discount Type:
  • Percentage: e.g., 10% off order
  • Fixed Amount: e.g., $5 off
Discount Value:
  • Amount in cents (500 = $5.00) or percentage (10 = 10%)
3

Activate Reward

Set Active status to make reward available for redemption.
Example Rewards: 
Reward: $5 Off Any Order
Points Cost: 500
Discount Type: Fixed
Discount Value: 500 cents ($5)

Reward: 20% Off Entire Bill
Points Cost: 1,000
Discount Type: Percentage
Discount Value: 20 (20%)

Reward: Free Dessert
Points Cost: 250
Discount Type: Fixed
Discount Value: 800 cents (value of dessert)

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Redemption

Customers redeem rewards through staff:
1

Customer Requests Redemption

Customer tells staff they want to use points.
2

Staff Checks Balance

Staff opens customer profile in Loyalty > Customers.Shows:
  • Current points balance
  • Available rewards
3

Select Reward

Staff clicks “Redeem” on chosen reward.System checks:
  • Customer has enough points
  • Reward is active
4

Apply to Order

Reward is redeemed:
  • Points deducted from balance
  • Discount applied to current order (optional)
  • Redemption transaction recorded
Reward redemption can optionally link to an order ID. This tracks which order the reward was used on.

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Loyalty Statistics

View program performance: Dashboard → Loyalty → Stats Metrics Shown:
  • Total customers enrolled
  • Total points in circulation (current balances)
  • Total points earned (lifetime)
  • Total redemptions
  • Active program name
Example: 
┌─────────────────────────────────┐
│ Loyalty Program Stats           │
├─────────────────────────────────┤
│ Active Program: VIP Rewards     │
│                                 │
│ Total Customers:          1,234 │
│ Points in Circulation: 156,780  │
│ Total Points Earned:   543,210  │
│ Total Redemptions:          89  │
└─────────────────────────────────┘

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Customer Profiles

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Viewing Customer Details

1

Find Customer

Go to Loyalty > CustomersUse search to find by:
  • Name
  • Phone
  • Email
2

Open Profile

Click customer name to view:Header:
  • Name, email, phone
  • Birth date
  • Member since date
Loyalty Info:
  • Program name
  • Current tier
  • Points balance
  • Total points earned
Recent Transactions:
  • Last 10 point transactions
  • Type (earned, redeemed, adjusted)
  • Amount
  • Date
  • Reference (order ID)

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Transaction History

Each loyalty transaction shows:
  • Type: Earned, Redeemed, Adjustment
  • Points: Amount (+ or -)
  • Balance After: New balance
  • Date: When it happened
  • Reference: Order ID or note
  • Created By: Staff member (for adjustments)
Example History: 
Mar 15, 2024 - Earned +500 pts
  Order #1234 - $50 purchase
  Balance: 1,200 pts

Mar 10, 2024 - Redeemed -250 pts
  Reward: Free Dessert
  Balance: 700 pts

Mar 8, 2024 - Earned +375 pts
  Order #1189 - $37.50 purchase
  Balance: 950 pts

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Customer Segmentation

Filter customers by:
  • Tier: Bronze, Silver, Gold, Platinum
  • Points Balance: High balance = ready to redeem
  • Total Earned: Identify top customers
  • Last Visit: Re-engage inactive customers
Use Cases:
  • Email campaign to Gold+ members
  • Special offer for customers with 500+ points
  • Win-back campaign for inactive members

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Best Practices

Promote at Entry

Encourage QR code users to opt-in for loyalty during registration. Higher enrollment = better retention.

Valuable Rewards

Make rewards achievable and desirable. Free item rewards convert better than small discounts.

Tier Benefits

Communicate tier benefits clearly. Customers should know what they get for advancing.

Birthday Rewards

Collect birth dates and send birthday rewards. High engagement and goodwill.

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Advanced Features

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Points Expiration (Future)

Set expiration rules:
  • Points expire after X months of inactivity
  • Notify customers before expiration
  • Encourage redemption

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Referral Program (Future)

Reward customers for referrals:
  • Customer A refers Customer B
  • Both get bonus points on B’s first order
  • Track referral source

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Bonus Point Events (Future)

Temporary multipliers:
  • “Double Points Tuesday”
  • “3× points on appetizers this week”
  • Configurable date ranges and conditions

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Integration with QR Ordering

When customers register via QR:
  1. Customer scans QR code
  2. Opts in to loyalty program
  3. Provides phone, email, birth date
  4. Customer account created
  5. Enrolled in loyalty automatically
  6. Orders placed during session are linked to customer
  7. Points earned on order completion
  8. Customer can check balance on profile page
Customer Profile Page: Customers access /{branchSlug}/{tableCode}/profile to see:
  • Current points balance
  • Current tier
  • Recent transactions
  • Available rewards
Add a “View Profile” link in the QR ordering menu so customers can check their points anytime.

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Reports

Loyalty data appears in reports: Customer Reports:
  • New enrollments by date
  • Active members
  • Tier distribution
Points Reports:
  • Points earned by period
  • Points redeemed by period
  • Redemption rate
Reward Reports:
  • Most popular rewards
  • Redemption frequency
  • Cost of rewards (points × redemption value)
Access: Navigate to Reports > Loyalty

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