Reward points

Reward points are SupaOrder’s built-in loyalty program: customers earn points automatically on qualifying orders and redeem them for benefits you define, turning one-time diners into regulars. The visible, growing balance is a standing reason to order from your app instead of a commission-charging marketplace — and unlike a punch card, it works for delivery, pickup, and dine-in alike.

Where to find it

Dashboard → Settings → Features → Reward Settings (/features/reward/reward-settings) and Reward Benefits (/features/reward/reward-benefits/list) in your admin dashboard. Requires an admin or co-admin account.

Setting up the program

The program has two halves — how points are earned, and what they buy:

1. Open Dashboard → Settings → Features → Reward Settings and configure earning: enable the program and define how orders translate into points. This is also where point expiry lives — expired points are removed from balances automatically, so dormant balances don’t pile up as an open-ended liability.
2. Open Reward Benefits (/features/reward/reward-benefits/list) and create the things points can be redeemed for. Each benefit has a point cost; together they form the “menu” customers spend points on.
3. Save both. Customers start earning on their next qualifying order.

Both halves matter

Earning without benefits frustrates (“what are these points for?”); benefits without sensible earning never get redeemed. Configure Reward Settings and Reward Benefits together, as one design.

Price your points deliberately

Decide the cash value of a point before creating benefits, then keep every benefit consistent with it. A 5% effective return (“earn roughly $5 back per $100 spent”) is a common, sustainable starting point — generous enough to notice, cheap enough to run forever.

How customers earn and redeem

• Earning is automatic: when a qualifying order completes, points are credited to the customer — no codes, no scanning. Cancelled orders don’t earn.
• Redeeming happens in your customer app: the customer picks a benefit they can afford and applies it to an order.
• Bonus points can come from elsewhere too — a coupon with the Reward Points benefit type tops up the balance, which is how you run double-points promotions without touching the program’s base settings.

Customers track everything in Customer app → Accounts → Rewards — their current points balance and full redemption history.

Redeeming in-store

Points aren’t only for app orders: walk-in customers can redeem at the counter through the in-store tablet. A regular who ordered delivery all month can spend the points on their lunch visit — one balance across every channel.

Point expiry

If you set an expiry in Reward Settings, points lapse automatically after the configured period; nothing for your staff to manage. Expiry keeps the program an incentive (“use them before they’re gone”) rather than an ever-growing balance sheet item. Mention the expiry window in your app’s promotion text so it never feels like a surprise.

Designing the earn-and-burn loop

The program works when earning feels fast and redeeming feels reachable:

• First benefit within 2–3 orders. If a new customer can’t see themselves redeeming soon, the balance reads as decoration. Put at least one modest benefit at the bottom of the ladder.
• A hero benefit worth saving for. One aspirational benefit (a free signature dish, a meal for two) gives heavy users a reason to keep concentrating their orders with you.
• Expiry longer than your ordering cycle. If regulars order every two weeks, a 30-day expiry punishes them; a 90–180 day window nudges without stinging.
• Boost, don’t change. For promotions, run a Reward Points coupon on top of the program rather than editing the base earn rate — temporary boosts are easy to end; rate changes get noticed.

Talk in food, not numbers

“You’re 200 points from a free Pad Thai” sells harder than “you have 800 points”. Frame benefits as dishes wherever your promotional text allows.

Reports

Reward activity is reported under Dashboard → Reports, in the feature transaction reports (/reports/feature-transactions/*):

Report	What it shows
Reward points list	Every points credit — which order earned what, per customer
Reward points aggregate	Earning totals over time
Reward redeem list	Every redemption — which benefit, which customer, which order
Reward redeem aggregate	Redemption totals, so you can see which benefits actually get used
Reward liability	Outstanding points across all customers — what the program would cost if everyone redeemed today

Check the liability report monthly: it’s the single number that tells you whether your earn rate and expiry settings are balanced.

Troubleshooting

Symptom	Try this
Points not credited after an order	Confirm the order completed normally — cancelled orders don’t earn; check the order qualified under your Reward Settings
Customer can’t redeem a benefit	Their balance must cover the benefit’s point cost; check the benefit is active in Reward Benefits
Balance dropped unexpectedly	Likely point expiry — the customer’s history in Accounts → Rewards shows each movement
Nobody redeems anything	Benefit costs may be set too high relative to your earn rate — a first benefit should be reachable within a few orders
Walk-in customer wants to redeem	Use the in-store tablet at the counter

Related: Memberships · Coupons · In-store tablet · What customers experience