Set up loyalty points and tell customers the rules

Under Customers, Loyalty points, say how many points a customer earns, what a reward is worth and whether points expire, then turn them on. The program is yours: you tell your customers the rules and honor the points. Below is a plain wording you can copy and change, and what to check before you turn points off.

Before you start

Your sign-in for the portal, as the owner. If you don't see Loyalty points under Customers, points are not switched on for your account yet.
Your numbers: how many points per dollar, how many points make a reward, and what a reward takes off.
Your till: points are earned when a paid ticket is closed, and used at the till.

Steps

Step 1: set it up

Open Customers, then Loyalty points.
Fill in the first line, Customers earn [ ] points for every $[ ] they pay. Tips and tax don't earn points.
Fill in the second line, Every [ ] points takes $[ ] off a visit. If the screen says This gives back about N% of what customers pay, it is warning you that the reward is generous. It is your money, so it warns and doesn't stop you.
Choose the third line: points never expire, or expire after 12 months, or expire after 24 months. A change applies only to points earned after you save it. Points earned before then are not affected.
Optional: tick The phone assistant tells a caller their points. Anyone who calls from this customer's number will hear their points, even if the number is faked, so turn it on only if you are comfortable with that.
Press Turn on, and later Save when you change anything. Changing how many points a customer earns changes only points earned after you save. Points already earned stay as they are.

Step 2: use points at the till

At the till, press Use loyalty points on the ticket. Using points starts the ticket, and its items can't change after that. Void the ticket to start again.
On a customer's record, See history shows every change. Add points and Take off points are for corrections. Never add points for a review or feedback: it breaks Google's rules and the FTC's, and Kwickly Answers refuses a reason that names one.

Step 3: tell your customers the rules

You are responsible for telling customers how points work. This is a plain wording you can copy onto your page or your receipts. Change the parts in braces to match your settings, and ask a lawyer if you want it checked for your state.

“{Business} Loyalty Points. You earn {1} point for every ${1} you pay {Business} for what you buy, before tax and tips. We round down to whole points, and we need to have you on file (for example by name or phone number) when you pay. Every {100} points can be used for ${10} off a later visit; our staff apply it at checkout, one whole reward at a time. Points are a reward from {Business}. They are not money, have no cash value, can't be cashed out, sold or transferred, and are not a form of payment. You do not earn points on tax, on tips, on any part of a bill paid with points, or for leaving a review or feedback. If a payment is refunded, the points earned on it are taken back; if the whole payment is refunded, the points used on it are returned. {Points never expire. / Points expire {12 / 24} months after they are earned if they are not used.} {Business} may change or end the program. {If we end it, we will tell you at least [30] days ahead and you can use your points until then.} Questions? Ask us.”

The "at least 30 days" line is only true if you leave the program on that long. Don't promise it if you might stop sooner.
Don't charge for points, and don't give out a printed card, voucher or code for them. That would make them a gift card, and gift cards have different rules.
Before you press Turn off: customers can't use their points while points are off, and no new points are earned. Their balances are kept. If you are ending the program for good, tell your customers first and give them time to use their points.

It worked when

The screen says Loyalty points are on, a customer's record shows their points after a paid ticket, and the till offers Use loyalty points to a customer who has enough for a reward.

Related help

Still stuck?

Tell me your business name and which part of Loyalty points didn't do what you expected. A photo of the screen helps. I'll check what I can.

Email harley@kwicklyanswers.com

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