Loyalty Programme

Reward your clients with points for every visit and let them redeem rewards from your catalogue — building repeat business automatically.

Overview

The Loyalty Programme lets you:

• Award points automatically when clients pay at checkout
• Configure earn rates for services, products, and per-visit bonuses
• Create a rewards catalogue with point costs and redemption rules
• Let clients redeem rewards at checkout
• Track programme performance — enrolment, points in circulation, and estimated liability
• Send automatic email notifications when points are earned or a reward is unlocked
• Set point expiry with sliding windows that extend on each visit

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Finding Loyalty

On Web

Go to Loyalty in the sidebar (under Manage).

On Mobile

Tap Loyalty from the navigation menu.

The Loyalty page has two tabs: Settings and Rewards.

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Setting Up Your Programme

Step 1: Enable the Programme

1. Go to Loyalty.
2. Turn on the "Enable Loyalty Rewards" toggle (web) or "Enable loyalty programme" toggle (mobile).
3. Clients will now earn points automatically at every checkout.

Step 2: Configure Earn Rates

Click "Settings" (web) or scroll to the "How clients earn points" card (mobile) to configure how clients accumulate points.

Setting	What it controls	Default
Points per $1 on services	Points earned for every dollar spent on services	1
Points per $1 on products	Points earned for every dollar spent on products	2
Bonus points per visit	Flat bonus added to every transaction	0

At least one earn rate must be greater than zero. Points are calculated per transaction as:

floor(service spend × service rate) + floor(product spend × product rate) + visit bonus

The helper text reads: "Most salons award 1–2 points per dollar on services." and "Often set higher than services to incentivise retail." for products.

Step 3: Set Point Expiry

Choose how long points remain valid after a client's last earn:

Option	Behaviour
6 months	Points expire 6 months after last earn
12 months (default)	Points expire 12 months after last earn
18 months	Points expire 18 months after last earn
24 months	Points expire 24 months after last earn
Never expire	Points never expire

The helper text reads: "Points expire after a client's last earn."

Step 4: Configure Notifications

Three notification settings control what emails clients receive:

Notification	What it sends	Default
Notify when they earn points	Email after checkout with points earned and current balance	On
Notify when they unlock a reward	Email when a client reaches enough points to redeem a reward	On
Send expiry reminder	Email a set number of days before points expire (only available when expiry is enabled)	30 days

The expiry reminder field accepts 1–365 days.

Step 5: Save

Click "Save changes" (web) or "Save settings" (mobile). A confirmation appears: "Loyalty programme updated" (web) or "Settings saved" (mobile).

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Creating Rewards

Rewards give clients something to work towards. Each reward has a point cost and can be linked to a specific service or product.

Adding a Reward

On web:

1. Go to the Rewards section on the Loyalty page.
2. Click "Add Reward".
3. Enter a Reward name (e.g., "Free Blow Dry").
4. Choose a Reward type: Service or Product.
5. Select the specific service or product from the dropdown.
6. Set the Points required (minimum 50 points).
7. Optionally enable "First-time clients only" — clients can only redeem this reward for a service they have never booked before.
8. Click "Save Reward".

On mobile:

1. Go to the Rewards tab.
2. Tap the "New" button (plus icon).
3. Fill in the reward details.
4. Tap "Create reward".

Effective Cost Calculator (Web)

When creating or editing a reward on web, a cost calculator shows how much a client needs to spend to earn the reward:

"Clients spend an average of $X to earn this reward. Your effective cost is Y% of the service price."

If the effective cost exceeds 20%, a warning appears: "This reward costs more than 20% of client spend. Consider increasing the points required."

Editing a Reward

Tap or click an existing reward to open the edit form. Make changes and click "Update Reward" (web) or "Save reward" (mobile).

Deleting a Reward

1. Open the reward for editing.
2. Click "Delete Reward" (web) or "Delete reward" (mobile).
3. Confirm the deletion.

Deleting a reward is a soft delete — it is removed from the catalogue but clients keep any points they have earned. Transaction history is preserved.

Empty State

When no rewards exist: "No rewards yet — Add your first reward to give clients something to work towards."

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How Points Are Earned

Points are awarded automatically at checkout — no manual action required from you or your team.

1. A client completes a booking and pays at checkout.
2. The system calculates points based on the service and product amounts on the order.
3. Points are credited to the client's loyalty balance.
4. If notifications are enabled, the client receives an email: "You earned X points at [venue name]" with their new balance and progress towards the next reward.
5. If the client crosses a reward threshold for the first time, they receive a second email: "You've unlocked a reward" with the reward name.

Points are also earned when online bookings are confirmed.

Idempotency

The system prevents duplicate point awards — if the same checkout or booking triggers the earn process more than once (e.g., due to a retry), points are only credited once.

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Redeeming Rewards at Checkout

When a client has enough points for a reward, it appears during checkout.

1. At checkout, a "Reward available" banner appears showing the reward name and point cost.
2. If multiple rewards are eligible, the count shows (e.g., "+2 more").
3. Click "Apply Reward".
4. If multiple rewards are available, select the one to apply.
5. Confirm with "Apply Reward" in the dialog.

The reward is added as a complimentary line item on the order (e.g., "Free Blow Dry — Complimentary (Loyalty Reward)") at $0. The point cost is deducted from the client's balance.

A toast confirms: "Reward applied".

First-Time Only Rewards

If a reward is marked "First-time clients only", the system checks the client's booking history. If the client has previously booked that service, the reward will not appear as eligible — this is enforced server-side even if the client appears to qualify by point balance.

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Programme Overview (Insights)

When your programme is active, an insights card appears on the Loyalty page showing key metrics:

Metric	What it measures
Client enrolment	Percentage of clients with loyalty points, plus count
Points in circulation	Total outstanding points across all clients, with estimated liability in your currency
Near a reward	Number of clients within 80% of the cheapest reward's point cost
Expiring soon	Number of clients with points expiring in the next 30 days

The insights card only appears when the programme has at least one client with points.

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Client Emails

Two automatic emails are sent based on your notification settings:

Points Earned Email

• Subject: "You earned [X] points at [venue]"
• Content: Points earned, new balance, and a progress bar showing progress towards the next reward
• When sent: After each checkout where points are earned (if "Notify when they earn points" is on)

Reward Unlocked Email

• Subject: "You've earned a reward at [venue]"
• Content: Reward name with a message: "Mention your reward at your next visit — your team will apply it at checkout. No voucher needed."
• When sent: When a client's balance first crosses a reward threshold (if "Notify when they unlock a reward" is on)
• One-time: Each reward only triggers this email once per client, even if the client's balance drops and rises again

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Web vs Mobile Differences

Feature	Web	Mobile
Programme settings	Side sheet / drawer opened via "Settings" button	Inline on the Settings tab
Reward form	Side sheet / drawer	Full-screen modal (phone) or centred overlay (tablet)
Service/product picker	Select dropdown	Full-screen picker with search
Cost calculator	Inline in reward form	Spend estimate shown as helper text
Insights card	Below programme settings	On the Settings tab (points in circulation visible on tablet only)
Unsaved changes	"Discard unsaved changes?" dialog	"Unsaved changes — Save / Discard / Cancel" alert
Keyboard shortcuts	—	Cmd+S (save settings), Cmd+N (new reward) on iPad

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Troubleshooting

Issue	Solution
Loyalty page shows an upgrade prompt	The Loyalty Programme requires a PRO subscription. On web, click the upgrade button to go to billing. On mobile, visit openchair.com to manage your subscription.
Points are not being awarded after checkout	Check that the programme is enabled (the toggle must be on) and that at least one earn rate is greater than zero. Points are awarded automatically — no manual step is needed.
A client says they did not receive their points email	Check that "Notify when they earn points" is turned on in programme settings. Emails are sent after checkout completes, not immediately — ask the client to check their spam folder.
"Reward available" banner does not appear at checkout	The client may not have enough points, or the reward may be marked "First-time clients only" and the client has already booked that service. Check the client's point balance and the reward's eligibility rules.
Client's points expired unexpectedly	Points expire based on the time since the client's last earn, not since their first earn. If a client has not visited within your expiry window, their points will expire. Consider setting a longer expiry or sending expiry reminders.
Cannot delete or edit rewards	Only the venue owner can manage rewards. If you are a team member, ask the owner to make changes.
Effective cost warning says reward is too generous	The calculator estimates the reward costs more than 20% of what a client spends to earn it. Increase the Points required to make the reward harder to earn, or choose a lower-value service.

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Related Articles

• Engage Overview
• Customer Profiles
• Automated Notifications
• Loyalty Rewards & Redemption

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Last updated: March 2026