Loyalty Program
Let customers earn points, group them into tiers, and let them spend points on rewards.
What is this section for?
Your customers earn points as they shop. Points are exchanged for rewards. A customer who spends a lot moves up a tier (such as Bronze, Silver, Gold) and earns points faster. This gives customers a reason to come back to you.
Path: Left menu → Loyalty Program
This feature depends on your plan. If Loyalty Program does not appear in the menu, it is not in your plan or you have not been given permission. See Roles and Permissions.
Good to know first
- Points: Calculated from the amount the customer spends. For example, “1 point for every 1 TL.”
- Tier: Determined by the customer’s total spending. Each tier has a points multiplier.
- Reward: A gift or discount you give in exchange for points.
- Balance: The points the customer can spend right now.
Setup steps
The Setup steps box at the top of the page guides you in order.
- Turn on the program. In the Settings tab, check the Loyalty program enabled option and enter the points rate. The program is off by default; if you do not turn it on, no one is credited points.
- Define the tiers (optional).
- Add a reward.
- Give the first points, or wait for them to be earned automatically through an accepted quote.
The How It Works? button at the top right opens a short explanation window.
How are points earned?
| Source | How it works |
|---|---|
| Quote | When a quote moves to Accepted, points are credited automatically based on the amount. See Quotes |
| E-commerce order | Automatic when an order arrives. See E-commerce |
| Manual | The Give Points button or the contact card |
The calculation is: amount × points rate × tier multiplier. The result is rounded down.
Example: If the rate is 1, the customer’s tier multiplier is 1.5, and the quote is 1,000 TL, the customer earns 1,500 points.
You can type an amount into the Sample calculation box in the Settings tab to see the result without saving.
In the Settings tab you also choose:
- Give points from accepted quotes and Give points from e-commerce orders (each is turned on or off separately)
- This currency only (e.g. TRY): If filled in, only amounts in that currency earn points. If left blank, all currencies are treated the same.
The system does not convert currencies. 100 USD and 100 TL give the same points. If you work with multiple currencies, choose a single currency.
The same quote or order does not give points twice. If a quote is later moved out of Accepted, the points already given are not taken back; deduct them manually if needed.
Tabs
Members
The list of customers with points: balance, total spending, and tier. You can search by name, phone, or email and filter by tier. How much is left to the next tier is also shown.
At the top of the page, the member count, total balance, points earned and spent, and the number of pending rewards are summarized.
Rewards
The catalog is kept here. With New Reward you enter:
- Reward name and description
- Points cost
- Stock (unlimited if left blank)
- Active flag: An inactive reward cannot be redeemed by the customer.
A Low stock warning appears on a reward that is running low.
Tiers
With New Tier you enter:
- Tier name (Bronze, Silver…)
- Min. total spending: The customer enters the tier when they reach this amount.
- Points multiplier: If you enter 1.5, customers in that tier earn 50% more points.
- Color
If you do not define any tiers, a multiplier of 1 applies.
Spent points do not lower the tier. The tier looks at the total amount spent, not the points spent. A customer does not lose their tier because they redeemed a reward.
If you change the tier definitions, all customers’ tiers are recalculated. No notification is sent during this.
Redemptions
Customers’ reward redemption records. Statuses:
| Status | Meaning |
|---|---|
| Pending | Points were deducted, the reward has not been given yet |
| Delivered | The reward was given to the customer |
| Cancelled | Cancelled, points and stock were restored |
On a pending record, use the Delivered or Cancel and refund button.
Transactions
The history of all points movements. Types: Earned, Adjustment (manual add/deduct), Spent, and Expired.
Settings
Turning on the program, rate, expiration period, sources, and notifications are here. Changes do not take effect until you click Save.
Giving points and redeeming rewards manually
Click the Give Points button at the top of the page:
- Search for the customer by name, phone, or email (at least 2 characters).
- Choose Add / deduct points or Redeem reward.
- Enter the points (use a minus to deduct:
-50) or pick from the quick options. If you like, add a note (“Campaign gift”). - Apply.
You can do the same from the Loyalty box on the contact card: Add/Deduct Points and Redeem Reward. The box shows the customer’s balance and recent activity. See Customers.
When you redeem a reward, the points are deducted immediately and the record is opened as Pending. A reward cannot be redeemed for a customer whose balance is insufficient.
Points expiration period
If you enter a number in Settings → Points expiration period (days), points are deleted after that many days. 0 = never expire.
When spending, the points expiring soonest are deducted first. Expired points are deducted automatically every night with an Expired transaction.
Notifying the customer
Under Settings → Notifications, you can turn on messages to the customer for the following events:
- When points are earned
- When a tier is reached
- When a reward is redeemed
Notification channel: WhatsApp, Email, or both.
- For WhatsApp, you must select an approved template with variables. The message text is written to the template’s link/url variable or its last variable, and the customer name to the other variables. To create a template, see WhatsApp Templates.
- Email is sent through your connected email integration. See Email.
WhatsApp is not sent to numbers that do not want marketing messages (that said stop). Notifications that cannot be sent are only logged and are not retried.
Who sees what?
- Loyalty actions are separated by view, add, edit, and delete permissions.
- An employee who can see only customers assigned to them sees and acts on the member, transaction, and reward records of only those customers.
FAQ
I turned on the program but no points are being credited. Check that the relevant source (quote / e-commerce) is enabled in Settings, that the quote has moved to Accepted, and that the amount has been entered. If there is a currency restriction, the amount must be in that currency.
What happens if the program is turned off? Existing points are kept, but no new points are earned. A “Program off” warning appears on the page.
Can I undo a reward I redeemed? While the redemption is Pending, use Cancel and refund to restore points and stock.