Reward points

Customers earn points on qualifying orders and redeem them for benefits you define. The balance is held with you, across every outlet and every channel — app, web, counter — so points earned one way can be spent another.

Where to find it

Dashboard → Growth → Loyalty → Reward → Settings (/features/reward/reward-settings) — Admin, Co-Admin

The benefit catalogue is alongside it at Benefits (/features/reward/reward-benefits/list).

Two halves, one design

The programme is earning rules plus a benefit catalogue, and it only works if both are set together.

1. In Settings, switch the programme on and define how a completed order converts into points. Point expiry is set here too.
2. In Benefits, create what points can buy — each with a point cost. Together these are the catalogue customers shop from.
3. Save both. Earning starts with the next qualifying order.

Earning with no benefits frustrates customers (“what are these points for?”); benefits priced beyond a realistic balance are never redeemed. Neither half is useful alone.

Fix the value of a point first

Decide what one point is worth in cash before building any benefit, then keep every benefit consistent with it. Model the effective give-back — a few percent of order value is typical — against your margin before launch, because the earn rate is the hardest thing to change later.

Earning and redeeming

• Earning is automatic on qualifying completed orders. No codes, no scanning. A cancelled order never earns.
• Redeeming happens in the app: the customer picks a benefit they can afford and applies it to an order.
• Bonus points can come from a Coupons with the reward-points benefit type — that is how a double-points week works without touching the base earn rate.

Customers see their balance and full history under Customer app → Accounts → Rewards.

Redeeming in person

Points work at the counter too. A walk-in customer can be looked up on the in-store tablet, or scanned at the POS register and the kiosk, and redeem there. One balance, every channel.

Point expiry

With expiry configured, points lapse automatically after the period you set — no housekeeping, and no open-ended balance sitting against your business. Say the expiry window plainly in your customer-facing copy so it never reads as points “disappearing”.

Designing the earn-and-burn loop

A points programme works when earning feels quick and the first redemption feels reachable.

• First benefit within two or three orders. A reward a new customer can see coming is what makes the balance mean anything. Anchor the bottom of the ladder there.
• One aspirational benefit at the top gives your heaviest customers a reason to keep concentrating their spend with you.
• Expiry longer than your slowest ordering cycle. Set it against the customer who orders monthly, not the one who orders weekly, or loyal customers will feel clipped.
• Boost with coupons, not rate changes. A temporary points coupon is reversible; editing the base earn rate is visible and hard to walk back.

Reports

Under Dashboard → Reports, in the feature transaction reports:

Report	Route	Shows
Reward Points List	/reports/feature-transactions/reward-points-list	Every credit — order, customer, amount
Reward Points Aggregate	/reports/feature-transactions/reward-points-aggregate	Earning totals over time
Reward Redeem List	/reports/feature-transactions/reward-redeem-list	Every redemption
Reward Redeem Aggregate	/reports/feature-transactions/reward-redeem-aggregate	Which benefits actually move
Reward Liability	/reports/feature-transactions/reward-liability	Outstanding points across all customers

Reward Liability is the number to watch. Review it monthly: it is what the programme would cost if everyone redeemed today, and it grows with order volume whether or not you are paying attention.

Troubleshooting

Symptom	Try this
Points not credited after an order	Confirm the order completed — cancelled orders never earn — and that it qualified under Settings
A customer cannot redeem a benefit	Their balance must cover the point cost, and the benefit must be active
A balance dropped with no redemption	Expiry. The customer’s own history itemises every movement
Almost nobody redeems	Benefits cost too much relative to the earn rate; the first one should be reachable in a few orders
A walk-in wants to redeem	Look them up on the in-store tablet, or scan them at the POS register
Liability is climbing faster than sales	The earn rate is too generous, or expiry is too long

Related: Memberships · Coupons · Wallet · What customers experience