Loyalty

Loyalty rewards named customers with a tier discount, points they earn on paid sales, and points they can spend as a discount later. It works for customers in your customer list; walk-in sales get nothing.

Go to Loyalty.

Loyalty is off until you turn it on. Every rate starts at zero, so nothing changes at the till until management sets the policy and ticks Enabled.

Who can change the policy

Anyone with Customer view can open the page. Only an owner, admin or manager with Branch settings manage can change the policy. Everyone else sees the fields greyed out.

The policy applies across the whole business.

Set up the program

Under Program policy:

Set the spend thresholds for each tier:
- Bronze spend threshold
- Silver spend threshold
- Gold spend threshold
Set the tier discounts: Bronze discount %, Silver discount % and Gold discount %.
Set earning: Points earned per KSh.
Set redemption: KSh discount per point.
Set Points expire after days (1 to 3,650; the default is 365).
Set Maximum manual discount %. The default is 100%.
Tick Enabled.
Select Save policy.

When loyalty is enabled, each threshold must be higher than the one before: Silver above Bronze, Gold above Silver. Otherwise the policy is not saved.

If two managers edit the policy at the same time, the second save is refused. Reload the page and make the change again.

How tiers work

A customer’s tier depends on what they have already spent on paid sales of eligible products, less anything returned. The current sale does not count towards its own tier.

Gold — spend at or above the Gold threshold.
Silver — spend at or above the Silver threshold.
Bronze — spend at or above the Bronze threshold.

A Bronze threshold of zero puts every named customer in Bronze from their first sale.

The tier discount is taken off each eligible line, after any manual discount.

Excluded products

Under Excluded products, search by name, SKU or barcode and tick the products that should not take part. Excluded products get no tier discount, cannot be paid for with points, and earn no points. The count below the list shows how many products are excluded across all searches. Select Save policy to keep the change.

At the till

In checkout and the Counter Hub, use the Customer & loyalty panel on the payment screen.

Choose the Customer. Walk-in (no loyalty) gives no tier discount or points.
To spend points, enter Points to redeem.
Check the summary line: the customer’s tier, Tier discount, Points discount and the amount Due.
Take payment as usual.

Spending points

Each point is worth the KSh discount per point you set. The points discount is taken off eligible lines before tax, and tax is then worked out on the discounted amount.

The customer can spend only unexpired points they hold.
Points cannot be worth more than the eligible part of the sale.
If KSh discount per point is zero, points cannot be spent.
The oldest-expiring points are used first.

If the discounts cover the whole sale, no cash or other payment is recorded.

Earning points

Points are added once, when the sale is fully paid. The customer earns Points earned per KSh on the eligible value of the sale, rounded down to whole points. Each batch of points expires after the number of days set when the sale was made.

Manual discounts

Any manual line discount still needs approval where your role requires it. The cashier must also enter a Manual discount reason. A manual discount above the Maximum manual discount % is refused.

Returns

When eligible items are returned:

The customer’s qualifying spend goes down.
Points earned on the returned items are taken back. If the customer has already spent them, the shortfall is recovered from points they earn later.
On a full return, points spent on the sale are restored, if they have not expired.

Customer points

Under Customer points, choose a Customer to see their Tier, Qualifying spend and Available points, and a history of every points event with its Date, Event, Points, Amount and Receipt.

Events include EARN, REDEEM, EXPIRE, RETURN EARN and RESTORE REDEEM.