Reward Customers with Loyalty Points

Before You Start

• Read Introduction to Loyalty & Rewards first, to see how points work with the other tools on one order.
• Staff take points off an order at the counter, so you need a POS shop. See Setting Up a New POS Shop.
• Points are earned only on orders that have a customer on them. Ask your staff to select or add the customer at checkout every time.
• If you set up points before: the POS no longer has a Use button or a points pad. Staff now tap Choose reward and pick one of your rewards, so check your Rewards list as shown in Add the rewards customers can choose below.

Where it works

• POS: orders earn points. Staff see the customer's points at checkout and choose 1 reward for the customer to use on the order.
• Console: you set up how points are earned and which rewards customers can get. Staff see a customer's points on their contact, and can choose a reward on an order they create in the Console.
• Online Store: orders placed online earn points once they are paid and completed. Customers can't see or use their points online at the moment. To use them, they ask your staff at the counter.
• Mobile App: the same as your Online Store.
• WhatsApp mini-app: bookings earn points in the same way. Customers can't see or use their points there at the moment.

Only staff can use a customer's points and change these settings.

What are loyalty points?

Loyalty points reward customers for what they spend. Every paid and completed order adds points to the customer's balance. On a later visit, your staff swap those points for a reward on their order.

You decide 2 things:

• How customers earn points, for example 1 point for every $1 spent.
• Which rewards customers can get, for example $5 off for 50 points, 15% off for 60 points or 1 free item for 100 points.

Points don't lower today's price. A coupon takes money off one order, see Create Your First Coupon. Store credit is money the customer pays in advance, see Offer Store Credit and Bonus Top-Ups.

Where to find Loyalty Points

1. Click the ⚙️ Settings icon in the top-right corner.
2. Under the Marketing section, click Loyalty Points .

The page has 3 parts:

• Earning Rules: how many points an order earns and how long they last.
• Sales Channel Overrides: a different rate for one shop or for your Online Store.
• Rewards: the rewards staff can choose from at checkout.

Set how customers earn points

The rule under Earning Rules is your default. It applies to every order at every sales channel. A sales channel is a place where orders come in, such as your Tampines POS, your Jurong POS or your Online Store.

• Enable point earning

• Earn and Spend

Enter how many points the customer earns in Earn, and how much they spend for those points in Spend. For example, Earn 1 and Spend 1 gives 1 point for every $1. Earn 1 and Spend 10 gives 1 point for every $10. If you leave either box empty, no order earns points.

• Default points expiry

How long points last after the customer earns them.

When you are done, click Save at the top of the page.

When points are added

• Points are added once the order is both fully paid and completed.
• They are worked out on what the customer actually paid. The part paid with store credit earns nothing, and neither does money taken off with points.
• Points are rounded down to whole points. A $36.80 order at 1 point per $1 earns 36 points.

Changing the rate or the expiry affects orders completed from then on. Points customers already have keep their amount and their expiry date.

Give one sales channel a different rate

Use Sales Channel Overrides when orders at one sales channel should earn faster, slower or last longer. For example, double points at a new shop for its opening month. Without an override, every sales channel uses your default rule.

1. Click Add earning rule .

2. The New earning rule panel opens. In Sales channel, choose the sales channel, for example CleanFast Jurong. Sales channels that already have an override are not listed.
3. Enter Earn and Spend for this sales channel, for example Earn 2 and Spend 1 for 2 points per $1.
4. Choose the Points expiry.
5. Click Add .

Points expiry

Each sales channel can have 1 override. Overrides are set per sales channel, not per business unit, so a Laundry order and a Bag Repair order at Jurong earn at the same rate.

To change an override, click its row, edit it and click Save . The sales channel can't be changed. To end the override, click its row and delete it. That sales channel goes back to the default rule.

Add the rewards customers can choose

A reward is what a customer gets for their points, such as $10 off or a free comforter wash. Every Active reward appears in a list at the POS, and staff pick the one the customer wants. You can offer as many rewards as you like.

1. Under Rewards, click Add reward .

2. The New reward panel opens. Fill in the fields below.
3. Click Add .

• Reward

A short name your staff and customers recognise, for example $10 off or Free comforter wash. Staff see this name in the list at checkout.

• Points required

How many points the reward costs, for example 80. The customer needs at least this many points, and this exact number is taken from their balance when the reward is used.

• Reward type

• Status

Once you have added your rewards, they all show under Rewards. The POS lists them in the same order.

To change a reward, click its row, edit it and click Save . A change applies to the next order. Points customers already have stay the same.

What changed at checkout

Your POS used to turn points straight into money. Now staff choose a reward instead.

What you need to do

• Check each reward under Rewards. Every Active reward now appears at checkout, including Percentage and Free item rewards you may have added before.
• Set a reward to Inactive if you don't want staff to offer it.
• Customers keep all their points. A balance that is too small for your cheapest reward stays saved until they earn more.

How a customer's points are kept

Each order's points go into the customer's balance as a separate batch, with its own expiry date. The balance staff see is all the batches that haven't expired yet.

• When staff use points, the oldest points are used first.
• When a batch reaches its expiry date, those points are removed from the balance.
• A customer has 1 points balance for your whole business. Points earned at Tampines can be used at Jurong.

✅ Example: A customer earns 30 points in January and 20 points in March. She has 50 points. When staff use 40 points, all 30 January points are used first, then 10 of the March points. She has 10 points left, which expire on the date of her March batch.

To see a customer's points, open them in Contacts . The Loyalty section shows their Points .

Use points at the POS

Once your staff select a customer who has points, a points row appears in the cart, for example 97 pts available.

1. Tap Choose reward .

2. The Points Redemption panel opens with every Active reward and its points. A reward the customer can't afford yet is greyed out and shows how many more points they need, for example Needs 3 more pts.

3. Tap the reward the customer wants, then tap Apply Reward .

The reward appears in the cart under its own name, with the amount it takes off. Staff then take payment as usual.

Using a Free item reward

When staff pick a Free item reward, the panel also asks for the Item to make free. It lists each item in the cart with the price of 1 piece. Staff tap the item, then Apply Reward .

• Only 1 piece is free. For 5 shirts at $4.00 each, the reward takes $4.00 off, not $20.00.
• Add-ons on that item are still charged.
• If staff change that item's quantity or price, the reward follows it. If they remove the item, the reward is removed too and no points are used.
• If the cart is empty, the panel shows Add an item to the cart first.

Rules staff should know

• 1 reward per order. To swap it, tap the points row again, pick another reward and tap Apply Reward .
• To undo it before payment, tap Remove beside it in the cart, or Remove Reward in the panel. Changing the customer on the order also removes it.
• The full points cost is always used. A reward can't take the order below $0, so a $10 off reward on an $8 order takes $8 off and still uses all 80 points. Pick a smaller reward when the order is small.
• Nothing left to pay: when a prepaid package already covers the whole order, every reward shows Nothing left to pay on this order, so no points are wasted.
• The rest of the customer's points stay in their balance for the next visit.

Turn off points at one POS

Points can be used at every POS by default. To hide the points row at one POS:

1. Click the ⚙️ Settings icon in the top-right corner.
2. Under the Sales Channels section, click Point of Sale .

3. Choose your POS app, for example CleanFast Tampines, then click Edit .

4. Under Pages, click Checkout .

5. In the Cart section, switch off Loyalty points redemption.
6. Click Publish .

Orders at that POS still earn points.

Example setup

CleanFast Laundry

• Earning Rules: Enable point earning on, Earn 1 and Spend 1, Default points expiry 1 year.
• Sales Channel Overrides: CleanFast Jurong, Earn 2 and Spend 1, Points expiry Use default, to celebrate the new shop's opening.
• Rewards

What staff see at the POS: a regular pays $36 by PayNow at Jurong and earns 72 points when the order is completed. The same order at Tampines earns 36 points.

✅ Example: Rachel Lim has 97 points. She brings in 4 shirts, 2 blouses and 2 sweaters. Staff tap Choose reward . $5 off, 15% off and $10 off are available, and Free item shows Needs 3 more pts. She picks 15% off.

• Shirt × 4 at $4.00: $16.00
• Blouse/Top × 2 at $4.00: $8.00
• Sweater × 2 at $5.00: $10.00
• Subtotal: $34.00
• 15% off: -$5.10
• GST (9%) on $28.90: $2.60
• Total: $31.50

60 points are used, and Rachel has 37 points left.

✅ Example: Daniel Ong has 119 points and picks Free item. His cart has 5 shirts, a duvet and a bedsheet. Staff choose the Duvet/Quilt as the free item.

• Shirt × 5 at $4.00: $20.00
• Duvet/Quilt × 1: $30.00
• Bedsheet × 1: $15.00
• Subtotal: $65.00
• Free item (Duvet/Quilt): -$30.00
• GST (9%) on $35.00: $3.15
• Total: $38.15

100 points are used, and Daniel has 19 points left.

What customers see online: customers don't see their points on your Online Store at the moment. A customer who books a $30 Wash & Fold online and pays earns 30 points once the order is completed. On her next visit to the counter, staff use them for her.

How it works with other features

• Coupons and automatic discounts: a reward can be used on the same order. A coupon or automatic discount comes off first, then the reward. So a 15% off reward is worked out on the price after the coupon.
• GST: rewards come off before GST, so GST is charged on the lower amount.
• Prepaid packages: a Free item reward never takes off what a prepaid package already covers. If the package covers the whole order, rewards can't be chosen.
• Store credit: the customer can pay what is left after the reward with store credit, cash or any other payment method.
• Earning points: the money a reward takes off earns no points. The customer earns points only on what they actually pay.

FAQs

My staff don't see the points row at checkout. Why?

Check 4 things: a customer is selected, that customer has at least 1 point, you have at least 1 Active reward, and Loyalty points redemption is on in that POS's Cart feature.

A reward is greyed out in the list. Why?

The customer doesn't have enough points for it yet, and the reward shows how many more they need. If every reward shows Nothing left to pay on this order, the order is already fully covered, for example by a prepaid package.

Can a customer use 2 rewards on one order, or only part of their points?

No. Each order takes 1 reward, and it always uses that reward's full points cost. Any points left over stay in the customer's balance for their next visit.

Can online bookings earn at a different rate from my shops?

Yes. Online bookings use your default rule. Add an override for your Online Store's sales channel to give them their own rate, for example to reward customers who book online.

What happens to points when an order is cancelled or refunded?

Points used on a cancelled order go back to the customer's balance. If a completed order that earned points is cancelled or refunded, the points it earned are taken back.

I turned on points today. Do customers earn points for their past orders?

No. Only orders completed after you turn on point earning earn points.

What is the difference between making a reward Inactive and deleting it?

Inactive keeps the reward in your list so you can switch it back on later. Deleting removes it for good. Either way, the reward disappears from the list at checkout and customers keep the points they have. If it was your only Active reward, the points row disappears until you add or turn on another one.

What's Next

You have set how customers earn points, given one shop its own rate and added the rewards your staff can choose at the counter. Next, turn your best regulars into members: continue to Create Membership Plans for Your Regulars.