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How to use the loyalty program
How to use the loyalty program

Find out how you can offer loyalty discounts for your returning customers and bring new ones in

Rabia avatar
Written by Rabia
Updated over a week ago

In this article:

Overview

Having a Loyalty Program active will help you keep your customers at a close hand, by giving them a set amount of cashback that they can use in future orders with you, following the rules you can setup for your program.

Some of this feature's capabilities are:

  • It works across all your services: Dine-In, PAT, Delivery, and Pickup

  • If you want, it works across all the brands under your organization

  • You can set the percentage and value maximum redeem

  • You can monitor each of your customer's points balance and usage

Let's look into it in more details in the next sections.

Earning and Burning

Your customers can earn and burn points, and there are different configurations you can do for it.

Earning

There are 2 rules available for earning points:

  1. Order Paid: every time a customer places an order, they will get a percentage of the order total, in the form of cashback. Example: if you give 10% cashback and the order is AED 60, your customer will get AED 6 back to use in future orders

  2. Sign Up: you can choose to give a one-shot amount of points to your first-time user, if they sign up to your system. For example, a new user can get AED 20 into their wallets for signing up with you, and use those points piece by piece in future orders. (more about spending rules next)

Burning

During setup, you can define what are the burning rules and limits you want in your program.

  • Order Paid rule: you can define how many points a user can redeem on each order they place, both in terms of percentage of the total and in fixed value. Whatever amount is reached first is what counts. For example, if you have a 10% redeem max and an AED 10 redeem in value, for an order of AED 60, the 10% will apply, since AED 6 (10%) is lower than AED 10. This means the customer will be able to redeem only AED 6 in that order.

Users can access their wallets and earn & burn points in all services you have active, i.e. Dine-In, Delivery, Pickup, and PAT (Pay at Table).

Monitoring via Reports

If ever you want or need to check or reconcile the Loyalty Points balance of your customers, you can do that in a few ways:

  • Order Sales report: you can check points redeemed that discount orders. Whenever there is a discount amount without a discount code, it means points were used from the user's wallet.

  • Customer Details: here you can find all details of the customers, including their current balance of points with your business.

Best Practices

Here are some do's and don'ts when using a Loyalty Program:

  • Always set the earning and burning rules in a way that the customer can empty their wallets eventually. Don't make your customers earn too much and then burn too little to avoid the frustration of always having an increasing wallet that cannot be consumed.

  • Be generous when offering the Signup points option, so the customer starts with a nice wallet that can decrease slowly as they earn and burn with the next orders.

  • Reach out to your customers to entice them to use their points with you frequently, in every service. Have loyal delivery customers? Send them a message inviting them to Dine-In and remind them that they can use their points also there. And vice-versa.

  • Be aggressive with marketing and reach-outs mentioning points balances.

To set up and activate, on the sidebar menu, go to Marketing and select Loyalty.

If you have any questions, please send us an email at [email protected], and we'll be happy to help! 😉

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