Once loyalty is set up, clients earn points by themselves when they pay. This article covers the day to day: using points at checkout, checking and correcting a client's balance, approving referrals, and seeing how it's going. To set loyalty up, see Configure loyalty points, tiers, and referrals.
Before you start
- Who can do it: anyone who takes payments can apply and adjust points. Approving referrals is for admins and owners.
- The client must be on the sale. Points belong to a client, so attach them before taking payment.
Use points at checkout
Attach the client
At checkout, add the client to the sale. Their points show under Can pay with in the right-hand column.
Apply the points
On the payment step, the points row reads, for example, $5.00 off with 500 points, with Loyalty points: 1,200 available under it. Select Apply. You see Loyalty applied, and the amount comes down to what's left.
Take payment
Take the rest as usual. The receipt shows the points used.
How many points can be used, and in what steps, follows your settings, such as the most a sale can be paid with points.
Check or correct a client's points
Open the client's profile and their Loyalty section. It shows their Available balance, tier, Recent activity (Earned, Redeemed, Adjusted, Expired) and the people they've referred.
To fix a balance, select Adjust points, choose Add or Deduct, enter the Amount and a Reason, such as Goodwill gesture or Correction, and select Apply adjustment. Every change is recorded in the audit log.
Approve referrals
If you set Hold for review after, a burst of referrals from one client waits for you. Go to Growth → Loyalty, open Referrals, and accept or reject each one. Rewards for a referral are taken back if the friend's first visit is refunded inside your Clawback window.
What clients see
In their account, clients see their points, their tier, the rewards they can use, and their personal referral link. See Loyalty points, tiers, and rewards.
Six automations keep them informed: Points earned, New tier reached, Reward available, Referral friend booked, Referral reward available and Referred friend welcome. See Automations.
Check it worked
After a paid visit, the client's Recent activity shows the points Earned. After you apply points, it shows them Redeemed.
If something goes wrong
The points row isn't showing
The client isn't on the sale, loyalty is off, or they don't have enough points to redeem yet. Points are offered on the payment step, not in the cart.
Points disappeared after a refund
Refunds take back the points earned on what was refunded. See Refunds and the cash drawer.
How is the programme doing?
Under Reports, Loyalty dashboard shows points issued, redeemed and expired; Loyalty redemption ROI compares points earned with points used; and Referral program shows who referred whom.