How Loyalty Programs Work
Access requirements. Same general "Settings" permission as the rest of Settings — view access to see the setup page, edit access to change it. Viewing or adjusting a specific customer's balance uses the separate "Customers" permission instead.
It's one program for your whole account, not per store. Turning it on and configuring it applies everywhere — there's no per-store version.
The earn rate is fixed — what you configure is redemption. Every customer earns points automatically at a fixed rate. What you actually set is how many of those points equal $1 when it comes time to redeem, and in what dollar increments.
Redemption stays inert until you set an increment. Even with the program turned on, points can't be redeemed for anything until "Redeem in increments of" has an actual value — leave it blank and customers can earn points with nowhere to spend them.
Turning the program on doesn't enroll anyone. Enabling it account-wide is a separate step from enrolling an individual customer — each customer needs their own loyalty account, created either from their profile in Back Office or by a cashier at the register.
Redemption only happens at the register, even though earning doesn't. A phone or manual order you build in Customer Orders can earn a customer points just like a register sale — but it can't be paid for with a loyalty-points tender. That's terminal-only.
Where to Access Each Feature
To… | Go to |
Turn on and configure the program | Settings → Loyalty program |
Enroll a customer or adjust their balance | That customer's own profile → "Loyalty points" |
See a customer's full transaction history | Customer profile → "Loyalty points" → "See more" |
Turning On and Configuring the Program
Step 1
Click on "Settings" in the left-menu bar, then click on "Loyalty program."
Step 2
Turn on "Loyalty program enabled."
Step 3
Set "Redeem in increments of" to a dollar amount (for example, $5.00) — this is what actually makes redemption work. Adjust "Points required to earn $1" if you want a different redemption rate than the default; a live explanation on the page translates both fields into plain language as you type.
Important: if you leave "Redeem in increments of" blank, customers can still earn points, but there's no way for anyone to redeem them. Don't consider the program actually live for customers until this is set.
Step 4
Decide whether discounted items should earn points ("Allow earning loyalty points on discounted items") and whether they can be paid for with points ("Allow loyalty points redemption on discounted items"). Both are off by default.
Step 5
Optionally use "Exclude earning points from" and "Exclude redemption from" to rule out whole categories of products in bulk, using the same condition-builder used elsewhere for discounts and customer groups.
Step 6
Click "Save."
Excluding a Single Product from Loyalty
Use this for a one-off item rather than a whole category — it works independently of the bulk exclusion rules above.
Step 7
Open that product's pack size in its Advanced settings, and turn on "Loyalty excluded."
Enrolling a Customer and Managing Their Balance
Step 8
Open the customer's profile. If the program is enabled and they don't already have an account, turn on "Create loyalty account" and save.
Note: a customer can also be enrolled by a cashier at the register while creating or editing their profile there — enrollment isn't limited to Back Office.
Step 9
Once enrolled, the customer's profile shows "Loyalty points" with their current balance and recent activity. Click "See more" for their full transaction history.
Step 10
To adjust a balance yourself, choose a "Loyalty change type" (Add or Set), enter the "Loyalty points" value, and save. This is recorded in their history as a manual change.
Note: these fields only show up if the customer's "Accrues points" switch is turned on. If it's off, there's no way to manually add or set their balance from here until you turn it back on.
Troubleshooting
Customers are earning points but nobody can redeem any: check "Redeem in increments of" under Settings → Loyalty program — it needs an actual dollar amount before redemption works at all.
Points aren't accruing on an order you built in Customer Orders: confirm the customer has a loyalty account and that "Loyalty program enabled" is turned on — the order also has to be completed, same as a register sale, before points post.
You can't apply loyalty points as payment on an order you're building in Customer Orders: that's expected — redeeming points only works at the register, even though earning them works in both places.
A discount seems to be blocking points from earning or redeeming: check "Allow earning loyalty points on discounted items" and "Allow loyalty points redemption on discounted items" — both are off by default, so a discounted item won't earn or redeem points until you turn them on.
One specific product never earns points, no matter what you set on the settings page: check that product's own "Loyalty excluded" setting in its Advanced settings — that overrides the account-wide rules for just that item.