Loyalty Program
Every order is a chance for a customer to come back. This guide walks you through setting up a loyalty program from scratch — points, rewards, VIP tiers — and going live, in about 3 minutes. Nothing you pick here is permanent; you can change every setting later.
Open the screen: Sidebar → Loyalty Program
Plan add-on
Requires Customer loyalty on your plan and LOYALTY PROGRAM permission. If your plan does not include it, you will see an upgrade card with a link to Subscription instead of the steps below.
To make this concrete, this guide sets up a program for a fictional café, Brew & Co — swap in your own business name and numbers as you go.
Meet your program
The first time you open Loyalty Program, you land on a pitch screen instead of a dashboard — there is no program yet.
- Read the headline and the three stats (setup time, repeat-visit lift, average order size).
- Tap Set Up Loyalty Program.
- On the next screen, read the 3-step explainer: customer pays → points stack up → reward redeemed. This is the whole mental model — everything you configure next just fills in the numbers for these three steps.
- Tap Start setup.
Nothing is permanent
Every choice in the next five steps can be changed later from the dashboard, once your program exists. Don't overthink the first pass — you can tune it after watching real orders come in.
Step 1 — Name your program and your points
This is where Brew & Co becomes a program a customer recognizes.
- Enter a Program name — e.g.
Brew & Co Rewards. Customers may see this name on receipts and notifications. - Pick what you'll call points — tap Points, Stars, Coins, Credits, or Custom to type your own (e.g.
Beans). - Choose When should points expire? — Never expire, 30 days, 90 days, 180 days, or 1 year, each with a short hint (e.g. 90 days: "Most popular — sweet spot between urgency and fairness"; Never: "Great for long-term loyalty — no pressure on customers"). For a café with regular weekly customers, 90 days is a safe middle ground.
- Optional: toggle Birthday bonus on and set Bonus points (default
100) and Valid for (days) (default7, max30). - Watch the card preview on the right update live as you type — this is roughly what the program looks like to a customer.
- Tap Continue.
Step 2 — Decide how customers earn points
This is the rule that fires on every order, so start simple.
Tap Use this on the suggested 10 pts per $1 spent rule — it's what 94% of programs use, and it needs zero staff effort at checkout.
If you want something more specific — bonus points for one category, one item, or referrals — tap create a custom rule instead and pick a Rule type:
Rule type Good for Spend-based The default — points per dollar on every order Per visit Rewarding visits over spend amount Category Pushing a specific menu category (e.g. bonus points on pastries) Item Pushing one specific product Referral (you) / Referral (new) Rewarding both sides of a referral For a custom rule, also set Priority — a required number where lower wins when rules overlap (e.g. an item-specific rule vs. its category's rule).
Add at least one rule — you can't continue without one. Add more later from the dashboard if you want to layer in a category or referral bonus.
Tap Continue.
Step 3 — Choose what customers can redeem
Now decide what a Brew & Co regular actually gets for their points.
- Tap Use this on the 100 pts → $5 discount suggestion, or tap create a custom reward to set your own name, points required, and reward type (Fixed amount, Percentage, or Free item).
- Watch the live preview — it turns your numbers into a sentence, e.g. "A customer who spends $10 will earn 100 points and receive a $5 discount" — so you can tell immediately if the value feels right for your margins. The preview doesn't appear for Free item rewards.
- Add another reward if you want a small win and a bigger one (e.g.
$3 discountat 100 pts,$15 discountat 500 pts). - Tap Continue.
Setting up a Free item reward
In the wizard, Free item asks for a raw Item variation ID, not a searchable picker — easier to leave this for after launch. The Rules & Rewards tab on the dashboard uses a proper searchable product picker for the same field instead. Either way, the item itself also needs Allow Redemption turned on under Items → open the item → Advanced tab → Loyalty & Rewards to be redeemable.
Step 4 — Add VIP tiers (optional, but worth it)
Tiers reward your most loyal customers with a points multiplier — the more they visit, the faster they earn.
- Tap Add all 4 tiers at once (Bronze → Platinum) to start with the defaults: Bronze (1 visit, 1×), Silver (10 visits, 1.5×), Gold (25 visits, 2×), Platinum (50 visits, 3×).
- Or tap one preset at a time, or create a custom tier with your own name, level, visit threshold, and multiplier.
- Not ready for this yet? Tap Skip for now or just tap Continue — both move on without adding tiers.
- To remove a tier you added by mistake, use its delete icon and confirm Delete tier — this can't be undone.
Step 5 — Turn on notifications and go live
Last step before Brew & Co Rewards is real.
- Toggle Email and, if your tenant has SMS service enabled, SMS — this is how customers hear about points and rewards.
- Review the summary card and the Setup checklist — confirm your points name, expiry, and birthday bonus look right.
- Tap Launch Program.
- A celebration screen confirms it: "You're live!" — "{Program name} is now active. Customers earn {points name} starting from their very next visit." — with quick cards for Track Analytics, Manage Members, and Customize Anytime.
- Tap Go to Dashboard.
Once you launch, points start counting on the very next order — no extra setup on the POS side.
You're not locked in
After you land on the dashboard, every one of these choices — rules, rewards, tiers, notifications — has its own Edit control. Treat this first pass as a starting point, then adjust after a week or two of real orders.
After launch: your dashboard
From now on, Loyalty Program opens straight to a dashboard instead of the wizard.
Header
- Program name, a status pill (Active or Paused), and a subtitle showing your points name.
- Refresh (icon button) reloads the header and whichever tab you're on.
- Pause Program / Resume Program — the same button, label and icon swap depending on current status. Toast: Program paused / Program resumed.
- A stat strip: Total Members (with active count), {points} Issued, {points} Redeemed (with redemption rate), {points} Expired.
Six tabs cover everything you'll come back for:
Analytics
Read-only performance view: an engagement funnel (Enrolled → Earned → Redeemed with conversion rates), average balance / lifetime visits / points-per-visit, an At-Risk Members count (inactive 30+ days with a balance), a 30-day activity chart, reward health (issued/redeemed/expired), referral stats, member growth by month, a points breakdown chart, and ranked promotion performance.
Members
Menu path: Loyalty Program → Members
Opens on a paginated Top Members leaderboard (ranked by lifetime points; top 3 get special styling), each row showing balance, lifetime points, and visit count.
- Search — placeholder Search by phone, name, or email... (hint: last 5 digits or full phone number, or name/email). Multiple matches show a pick-list; an exact match shows a single highlighted result. No match: No member found matching that search.
- Adjust points (sliders icon on a row) — toggle Add or Remove, enter the amount and a required Reason, see a live "Balance: X → Y" preview, then tap Add {points} / Remove {points}. Toast: {n} {points} added/removed successfully.
- Event history (icon on a row) — opens a paginated dialog listing every points event for that member: Earned, Adjusted, Reward Created/Redeemed/Deleted, Expired, Tier Upgrade/Downgrade, Birthday Bonus, Referral Bonus, Enrolled — each with the amount and before → after balance.
VIP Tiers
Menu path: Loyalty Program → VIP Tiers
Add, edit, or delete tiers — same fields as the wizard's Step 4 (Tier name, Level, Min. visits to unlock, multiplier). Quick add popular tiers offers one-tap buttons only for the Bronze/Silver/Gold/Platinum presets you haven't already added. Deleting asks for confirmation and can't be undone.
Rules & Rewards
Menu path: Loyalty Program → Rules & Rewards
Two sub-tabs:
- Earning Rules — same rule types and fields as Step 2, plus a live enable/disable switch per rule and a Priority badge.
- Reward Tiers — same reward types as Step 3, but here Free item is a proper searchable product picker (not a raw ID field like in the wizard). Reward names must be unique — a duplicate shows A reward with this name already exists.
Promotions
Menu path: Loyalty Program → Promotions
Run time-limited boosts — e.g. double points on weekends. Tap New Promotion and fill in:
| Field | Notes |
|---|---|
| Promotion name | Required |
| Description | Optional |
| Incentive type | {points} multiplier or Bonus {points}, plus the value |
| Trigger | All orders, or Orders above min spend with a dollar amount |
| Start / End | Date and time range |
| Location | All locations or one outlet |
| Priority | 1–100 — higher applies first when promotions overlap |
| Max {points} per order | Optional cap |
| Max uses per customer | Optional lifetime cap |
| Restrict to specific days & hours | Optional toggle — pick weekdays and a start/end time |
A live preview sentence summarizes the rule as you fill it in. Filter the list by All / Active / Scheduled / Ended / Cancelled. Active or scheduled promotions can be Edited or Cancelled — there's no hard delete, and a near-duplicate active/scheduled promotion is blocked.
Settings
Menu path: Loyalty Program → Settings
Read-only until you tap Edit settings; tap Cancel or Save changes to finish. Toast: Settings saved successfully.
| Section | Fields |
|---|---|
| General | Program name, points currency name, program description, read-only status |
| Earning & Limits | Min order amount to earn points, max points earnable per order, max points redeemable per order, points expiry (days) |
| Signup Rewards | Toggle + points to give automatically when a customer signs up — this is dashboard-only, there's no equivalent step in the setup wizard |
| Birthday Rewards | Toggle + bonus points, mirrors the wizard's Step 1 |
| Notifications | Email alerts, and SMS alerts if your tenant has SMS service enabled |
Try a real order first
Before announcing the program to customers, run one test order through the POS with a linked customer and confirm the points land where you expect.
FAQs
How long does setup actually take?
About 3 minutes if you use the suggested defaults in Steps 2 and 3. It takes longer only if you're building custom rules, rewards, or VIP tiers from scratch.
Can I change the points name, expiry, or rewards after I launch?
Yes — everything from the wizard lives on the dashboard afterward. Settings covers the program name, points name, and limits; Rules & Rewards and VIP Tiers have their own tabs.
I don't see SMS as a notification option.
SMS notifications only appear if your tenant has SMS service enabled — it's billed separately. Email is always available.
A customer's points look wrong. Can I fix them manually?
Yes. Open the Members tab, search for the customer, and use the adjust-points action to add or remove points with a reason — it's logged in their event history.
I don't see Loyalty Program in my sidebar at all.
Either your plan doesn't include the Customer loyalty add-on (you'll see an upgrade card instead), or your role doesn't have the LOYALTY PROGRAM permission — ask an administrator to check both.