This page covers features gated by Admin-tier permissions — typically Settings access. Admins have these by default; your administrator can adjust who has them in Settings > Team.
Choosing your loyalty mode
Go to Settings > Loyalty to set up the programme. Toggle Program active on when you’re ready to start tracking, and pick an earning mode.Points mode
Customers earn points on each fulfilled order and redeem them for money off a future order. Configure:- Points per currency unit — how many points are earned per £1 spent (for example, 1 point per £1).
- Minimum order total — the order value required before points are earned at all.
- Redemption Value (£ per point) — what each point is worth when redeemed (for example, 0.01 means 100 points = £1 off).
- Points expire after (days) — leave blank to keep points indefinitely.
Punchcard mode
Customers earn a punch with each qualifying order. Once they collect enough punches, the reward is available to redeem. Configure:- Spend required per punch — the order value that earns one punch.
- Punches needed for reward — how many punches make up a completed card.
- Punchcard label — rename “Punch” to something on-brand (“ladybirds”, “stamps”, “stars”).
- Reward description — the perk a completed card unlocks, shown in the loyalty UI.
- Punches expire after (days) — leave blank to keep punches indefinitely.
How customers earn rewards
Loyalty is credited when an order moves to Fulfilled. The customer needs to be assigned to the order — either selected during order creation or matched on a website order — for the points or punches to be credited to them. Points mode — points are calculated from the order’s gross total and added to the customer’s balance. If the order rolls back from Fulfilled later, the accrual is reversed automatically. Punchcard mode — each fulfilled order’s spend rolls into a running total. Every time the total reaches the spend-per-punch threshold, one punch is added. Once the customer reaches the punches-needed-for-reward count, a reward is recorded against their account.Website orders can be excluded from auto-accrual using the Auto-accrue website orders toggle on the settings page. Leave it on if you want website orders to earn loyalty automatically; turn it off if you’d rather award those separately.
How customers redeem rewards
When you create or edit an order for a customer with a loyalty balance, the loyalty card on the order sidebar shows their points or punches. Click Redeem points (or Redeem reward) to apply the balance to that order. The redemption is saved when the order is created. If a redeemed order is cancelled, the points or punches are returned to the customer’s account. If the order is then reopened, the redemption is reapplied — so customers can’t keep both the reward and the reinstated balance.Viewing loyalty information
On the customer profile, the Loyalty tab shows the customer’s current balance, last activity, last reward earned, and expiry date. For a programme-wide view, Settings > Loyalty shows total members, outstanding points (or active punchcards), and the ten most recent loyalty events.Common questions
Do points expire?
Do points expire?
Only if you set an expiry. Leave Points expire after (days) blank to keep points indefinitely. When set, the expiry date is refreshed each time the customer earns more points, so any new activity extends the window.
Can I pause the programme without losing balances?
Can I pause the programme without losing balances?
Yes. Turn off Program active on the settings page. Existing balances stay on customer accounts; no new accruals or redemptions happen while the programme is paused.
What happens if I switch modes?
What happens if I switch modes?
Switching from points to punchcard (or vice versa) clears the unused side of each customer’s balance the next time they earn. Past activity stays on the event history, but customers can’t earn on both modes at once.
What if an order is cancelled after points were earned?
What if an order is cancelled after points were earned?
The accrual is reversed when the order moves out of Fulfilled, and reapplied if the order is reopened. If the customer has already spent the points before the rollback, the balance is clamped at zero rather than going negative.
What’s next?
Gift Cards
Sell gift cards alongside your loyalty programme.
Customers
View loyalty balances on customer profiles.