Loyalty Programme

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Introduction

The Loyalty Programme lets you reward clients for every appointment they complete. Clients automatically earn points based on what they spend, and can redeem those points for dollar-off discounts at checkout. You control the earning rate, expiration rules, and the rewards catalogue. Note: The loyalty programme is a location-level setting. If you have multiple locations, you configure it separately for each one.

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Key Features

• Automatic points earning: Clients earn points every time an appointment is checked out
• Flexible earning rate: Set how many points clients earn per dollar spent
• Rewards catalogue: Create up to 20 rewards with custom names, point costs, and discount values
• Points expiration: Choose 6, 12, or 24 months, or set points to never expire
• Checkout redemption: Clients can redeem a reward for a discount during checkout
• Automatic reversals: Points are reversed if a completed appointment is cancelled or refunded
• Family booking support: Points are split proportionally across family members
• Client self-service: Clients can view their points balance and history in the online booking portal
• Expiration notifications: Automated messages notify clients before their points expire

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Setting Up the Loyalty Programme

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Accessing Loyalty Settings

1. Go to Settings in the sidebar
2. Click Loyalty Programme (under Location Settings)

Note: Only Owners and Admins can access the Loyalty Programme settings.

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Enabling the Programme

1. Toggle Enable loyalty programme to on
2. The status shows “Programme is active”

When disabled, the programme is paused:

• Clients keep their existing points balance
• No new points are earned on checkout
• Rewards cannot be redeemed
• Expiration notifications are not sent

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Configuring Earning Rules

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Points per Dollar Spent

Set how many points clients earn for every dollar they spend:

1. Enter a value in the Points per dollar spent field
2. Accepted range: 0.01 to 100
3. Click Save

Points are always rounded down. For example, if the rate is 1.5 points per dollar and a client spends $33, they earn 49 points (not 49.5). Examples:

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Points Expiration

Choose when points expire after being earned:

1. Select from the Points expiration dropdown:
   • 6 months
   • 12 months (default)
   • 24 months
   • Never expire
2. Click Save

Expiration is calculated from the date points are earned. For example, points earned on 1 January with a 12-month expiration expire on 1 January the following year. Expired points are automatically removed from the client’s balance by a daily process.

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Managing Rewards

Rewards define what clients can redeem their points for. Each reward has a name, a points cost, and a discount amount.

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Adding a Reward

1. In the Rewards section, click Add Reward
2. Fill in:
   • Reward name: A display name (e.g., “$5 Off”)
   • Points required: How many points the client needs (e.g., 100)
   • Discount value: The dollar discount applied at checkout (e.g., $5.00)
3. Click Save

You can create up to 20 rewards (including archived ones). Example rewards:

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Archiving a Reward

Archiving hides a reward from clients so it can no longer be redeemed, but preserves the history for past transactions.

1. Click the Archive icon next to the reward
2. Confirm the action
3. Click Save

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Restoring an Archived Reward

1. Click Show Archived to reveal archived rewards
2. Click the Restore icon next to the reward
3. Click Save

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Permanently Deleting a Reward

Only archived rewards can be permanently deleted.

1. Click Show Archived to reveal archived rewards
2. Click the Delete icon next to the reward
3. Confirm the action
4. Click Save

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How Points Are Earned

Points are automatically awarded when an appointment is checked out:

1. The system calculates the total amount for the appointment (services + products)
2. Points are calculated: total amount x points per dollar (rounded down)
3. Points are added to the client’s balance with an expiration date (if configured)

Example: A client has an appointment totalling $80. The earning rate is 1 point per dollar.

• Points earned: 80

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Family Bookings

When an appointment includes services for family members, points are split proportionally:

• Each family member earns points based on the cost of their services
• Products are attributed to the primary client (the account holder)

Example: An appointment with a $40 service for Client A and a$30 service for Client B:

• Client A earns 40 points
• Client B earns 30 points

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Redeeming Points at Checkout

Clients can redeem a reward when an appointment is checked out.

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For Staff (During Checkout)

1. Open an appointment and click Check Out
2. In the Loyalty Rewards section, you’ll see:
   • The client’s available points balance
   • A list of rewards they can afford
3. Select a reward (or “No reward”)
4. The discount is applied to the total
5. Complete the checkout

Rewards the client cannot afford are greyed out and show how many more points are needed.

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How the Discount Appears

When a reward is selected: The total cannot go below $0.

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Viewing Loyalty Info on Past Appointments

After checkout, the applied reward is displayed in the appointment details, showing the reward name, points cost, and discount amount.

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Viewing a Client’s Loyalty Information

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Staff View (Client Profile)

1. Go to Clients and click on a client
2. Open the Loyalty tab

You’ll see:

• Available Points: Current redeemable balance
• Lifetime Points: Total points earned all-time (including redeemed and expired)
• Available Rewards: Which rewards the client can afford, and how many more points are needed for others
• Transaction History: A chronological list of all point changes

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Transaction Types

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Adjusting Points Manually

Owners and Admins can manually add or deduct points:

1. Click Adjust Points on the client’s Loyalty tab
2. Choose Add points or Deduct points
3. Enter the amount
4. Enter a reason (required for the audit trail)
5. Click Save

You cannot deduct more points than the client has available.

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Client View (Online Booking Portal)

Clients can view their own loyalty information in the online booking portal:

1. Log in to the online booking portal
2. Click the avatar menu (top right)
3. Select My Loyalty

The page shows:

• Points balance: Current available points
• Progress to next reward: A visual progress bar towards the next reward
• Available rewards: All rewards with their point costs
• Recent activity: Transaction history with dates and expiry information

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Cancellations and Refunds

The loyalty programme automatically handles point reversals when appointments are cancelled or refunded.

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When a Completed Appointment Is Cancelled

• Earned points are reversed: Points awarded at checkout are deducted from the client’s balance
• Redeemed points are restored: If a reward was used, the points are returned to the client’s balance

Note: Only appointments transitioning from “Completed” to “Cancelled” trigger a reversal. Cancelling an appointment before checkout does not affect points (no points were awarded).

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When a Sale Is Refunded

• Points are reversed proportionally to the refund amount
• The reversal is based on the original points earned, not the current earning rate

Example: A client earned 100 points from a $100 appointment. If$50 is refunded, 50 points are reversed.

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Automated Expiration Notifications

When points expiration is enabled, the system can automatically notify clients before their points expire.

• Notifications are sent 30 days before points expire
• Each client receives at most one notification per 30-day period
• The notification includes the total number of expiring points and the earliest expiry date

To configure this notification:

1. Go to Settings > Automated Messages
2. Under the Loyalty section (visible when the programme is enabled), click Loyalty Points Expiring Soon
3. Enable SMS, Email, or both
4. Optionally customise the message template

Available template variables:

• {{FirstName}} - Client’s first name
• {{Points}} - Total number of expiring points
• {{ExpirationDate}} - Earliest expiry date
• {{BusinessName}} - Your business name

For more details, see Automated Messages.

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FAQs

Q: Who can configure the loyalty programme? A: Only Owners and Admins can access and modify the loyalty programme settings. All staff can view a client’s loyalty tab and redeem rewards during checkout. Q: Who can manually adjust a client’s points? A: Only Owners and Admins can add or deduct points manually. Q: What happens to points when I disable the programme? A: Existing points are preserved. Clients keep their balance but cannot earn or redeem points while the programme is paused. Points will still expire if an expiration period is configured. Q: Can a client redeem more than one reward per appointment? A: No. Only one reward can be applied per checkout. Q: What if the reward discount is more than the appointment total? A: The total is reduced to $0. No negative balance is created. Q: How are points handled for family bookings? A: Points are split proportionally by service cost across family members. Products are attributed to the primary client. Q: What happens if I change the earning rate? A: The new rate applies to future checkouts only. Previously earned points are not affected. Refund reversals use the original earned amount, not the current rate. Q: Can I delete a reward that clients have already redeemed? A: You must archive it first. Archiving preserves the transaction history. You can then permanently delete it from the archived list. Q: How often does the expiration process run? A: Expired points are removed daily by an automated background process. Q: Do clients need an account to earn points? A: Points are linked to the client profile in your system. Clients do not need an online booking account to earn points, but they need one to view their balance in the online booking portal.

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With the loyalty programme, you can reward repeat clients, encourage bookings, and build lasting relationships with your clientele.