Loyalty Rewards & Redemption

Create rewards that clients can earn with loyalty points and apply them at checkout — turning repeat visits into tangible value.

Overview

Loyalty Rewards & Redemption lets you:

• Build a rewards catalogue with custom names, point costs, and linked services or products
• Set "first-time only" restrictions so clients discover new services through rewards
• See eligible rewards automatically at checkout when a client has enough points
• Apply a reward as a complimentary line item on the order
• View a client's point balance and progress towards the next reward

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Creating a Reward

On Web

1. Go to Loyalty in the sidebar.
2. Scroll to the Rewards section.
3. Click "Add Reward".
4. Enter a Reward name (e.g., "Free Blow Dry"). Maximum 100 characters.
5. Choose a Reward type: Service or Product.
6. Select the specific service or product from the dropdown ("Select a service…" or "Select a product…").
7. Set the Points required — the minimum is 50 points.
8. Optionally enable "First-time clients only" to restrict the reward to clients who have never booked that service before.
9. Click "Save Reward".

A toast confirms: "Reward added".

On Mobile

1. Go to Loyalty and tap the Rewards tab.
2. Tap the "New" button (plus icon) in the top right.
3. Enter a Reward name (placeholder: "e.g. Free Blow Dry").
4. Set Points required (placeholder: "e.g. 200", minimum 50).
5. Choose a Reward type: Service or Product.
6. Tap "Select a service…" or "Select a product…" to open the picker. Use the search field if you have more than 5 items.
7. Optionally enable "First-time clients only" — helper text: "Only clients who haven't had this service before can redeem."
8. Tap "Create reward".

Reward Fields Reference

Field	Required	Constraints	Default
Reward name	Yes	1–100 characters	—
Reward type	Yes	Service or Product	Service
Service / Product	Yes	Must select one matching the type	—
Points required	Yes	Integer, minimum 50	500 (web) / blank (mobile)
First-time clients only	No	Boolean	Off (web) / On (mobile)

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Understanding the Cost Calculator (Web)

When creating or editing a reward on web, an inline calculator helps you understand the economics:

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

The calculation uses your current earn rate (points per dollar on services) and the selected service's price. For example, if you award 1 point per dollar and a reward costs 500 points, a client spends approximately $500 on services to earn it.

If the effective cost exceeds 20%, a warning appears:

"This reward costs more than 20% of client spend. Consider increasing the points required."

On mobile, a simpler helper text appears below the points field:

"Clients spend ~$X on services to earn this reward."

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Editing a Reward

1. On the Loyalty page, find the reward in the list.
2. Click the edit icon (web) or tap the reward card (mobile).
3. Modify any fields.
4. Click "Update Reward" (web) or "Save reward" (mobile).

A toast confirms: "Reward updated".

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Deleting a Reward

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

Web confirmation: "This reward will be removed from your programme. Clients who have already earned points towards it will keep their balance."

Mobile confirmation: "Are you sure you want to delete '[reward name]'? Clients who haven't yet redeemed it won't be affected."

Deleting a reward is a soft delete — the reward is removed from the catalogue but all historical transaction records are preserved. Client point balances are not affected.

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Redeeming a Reward at Checkout (Web)

When a client has enough points for one or more rewards, the checkout screen shows a loyalty section automatically.

Points Display (No Eligible Rewards)

If the client has points but not enough for any reward, a subtle status line appears:

"[balance] pts · [X] pts until [next reward name]"

Reward Available

When the client qualifies for at least one reward:

1. A highlighted banner appears with a gift icon and the text "Reward available".
2. The primary reward's name and point cost are shown (e.g., "Free Blow Dry · 500 pts").
3. If multiple rewards are eligible, a count appears (e.g., "+2 more").
4. Click "Apply Reward".
5. If multiple rewards are available, select the one to apply from the list.
6. Confirm with "Apply Reward" in the dialog.

The dialog shows: "This client has [balance] points. Applying this reward will deduct [cost] points from their balance."

What Happens After Applying

• The reward is added to the order as a $0 complimentary line item (e.g., "Free Blow Dry — Complimentary (Loyalty Reward)").
• The point cost is deducted from the client's balance.
• A toast confirms: "Reward applied".
• The system prevents the same reward from being applied twice to the same order.

First-Time Only Enforcement

If a reward is marked "First-time clients only", the system checks the client's booking history server-side. If the client has previously booked that service, the reward will not appear as eligible — even if the client has sufficient points.

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Mobile Checkout

On mobile, the checkout screen shows a read-only loyalty status for the client:

"[Client name] has [balance] pts · [X] pts until a reward"

Reward redemption is not available on mobile checkout. To redeem a reward, use the web checkout.

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Who Can Do What

Action	Owner	Team member
Create, edit, or delete rewards	Yes	No
View the rewards catalogue	Yes	Yes
See a client's point balance at checkout	Yes	Yes
Apply a reward at checkout (web)	Yes	Yes

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Troubleshooting

Issue	Solution
"Reward available" banner does not appear at checkout	The client may not have enough points, or the only eligible reward may be marked "First-time clients only" and the client has already booked that service. Check the reward's point cost against the client's balance.
"Couldn't apply reward. Please try again." error	A temporary error during redemption. Try again. If it persists, the client may have already had this reward applied to the same order (the system prevents duplicate applications).
Point cost field rejects my entry	The minimum point cost is 50. Enter an integer of 50 or higher.
Cannot find the reward I just created	Rewards are sorted by point cost (lowest first). Scroll through the list, or check if the reward was accidentally deleted — deleted rewards no longer appear in the catalogue.
Client says "I should have enough points" but no reward shows	First-time only rewards are filtered out for clients who have previously booked that service. Check whether the reward has the "First-time clients only" toggle enabled. Also confirm the programme is active (the enable toggle must be on).
I want to see a client's point transaction history	Point transaction history is tracked internally but there is no dedicated history view at this time. You can see a client's current balance at checkout. Aggregate programme stats are visible on the Loyalty insights card.

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Related Articles

• Loyalty Programme
• Customer Profiles
• Engage Overview

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Last updated: March 2026