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عالعربية

User manual

Loyalty & Rewards

A customer who bought twice comes back a third time because they hold points that are about to expire, and a WhatsApp message reminds them before they do.

A loyalty programme run on phone numbers and WhatsApp: points, tiers and vouchers, and a report that shows the value of the points your customers hold.

19 tasks 2 FAQs

What the system does

  • Points on every purchase
  • Cashier screen
  • Rewards and vouchers
  • Points expire
  • Welcome and birthday points
  • Member page
  • Connected automatically
  • A points record that can't be edited

Tasks

How does the cashier search for a member and record purchase points via the Checkout Desk?

  1. Open the Loyalty and rewards menu then select Checkout desk.
  2. In the Mobile number or card code field, enter the customer's phone number or scan the QR code on their digital card using the barcode reader.
  3. Click Search to display the member's name, current tier, available points balance, and monetary value.
  4. In the Amount paid field, enter the purchase invoice total; the system immediately calculates points earned including tier multipliers and active campaigns.
  5. Click Add points to credit points to the member's account and send an instant WhatsApp notification.
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Loyalty and rewards › Checkout desk
Permission needed
Loyalty — Members / Add points

How do I register a new member in the loyalty program directly from the cashier screen?

  1. From the Checkout desk page, search using the unregistered customer's phone number.
  2. The message appears: This number is not registered. You can register it now.
  3. Type the Member Name, date of birth (for birthday gift rewards), and enable the WhatsApp messaging consent option.
  4. Click the Register button; the membership is created immediately, welcome points configured in settings are deposited, and a digital card with a personal QR code is generated.
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Loyalty and rewards › Checkout desk
Permission needed
Loyalty — Members / Add

How does a member redeem points for a direct cash discount on an invoice?

  1. In the Checkout desk, after selecting the member and verifying they have reached the minimum redemption threshold (e.g., 100 points).
  2. In the Redeem points for a discount section, enter the number of points the customer wishes to use.
  3. The system displays the equivalent monetary value for the redeemed points.
  4. Click Redeem points for a discount; points are deducted from the customer's balance immediately, and a prompt tells the cashier: Deduct X from invoice to reduce invoice total.
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Loyalty and rewards › Checkout desk
Permission needed
Loyalty — Points ledger / Redeem points for a discount

How do I create a new reward (free product or discount voucher)?

  1. Open the Rewards page from the system menu.
  2. Click the Create Reward button to open the reward creation modal.
  3. Type the Reward name, and select the Type (Free product, Fixed amount discount, or Percentage discount).
  4. Specify the Points required to redeem this reward.
  5. Set the Minimum tier eligible to redeem the reward (or leave as All members).
  6. Enter Voucher validity (days) and click Save.
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Loyalty and rewards › Rewards
Permission needed
Loyalty — Rewards / Add

How do I issue a reward to a member and generate a voucher code?

  1. On the Checkout desk screen after selecting the member (or from the member's profile).
  2. In the list of available rewards for the member's balance, click the Issue reward button next to the selected reward.
  3. The system confirms deducting points from the member's balance and issues a voucher with a unique code and designated expiry date.
  4. The voucher code can be sent to the customer via WhatsApp for later use.
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Loyalty and rewards › Checkout desk
Permission needed
Loyalty — Vouchers / Issue reward

How does the cashier apply the voucher code on an invoice?

  1. Open the Vouchers screen from the Loyalty and rewards menu.
  2. Click the Use voucher code action button to open the verification modal.
  3. Enter the voucher code provided by the customer, and enter the invoice amount if the voucher grants a percentage discount.
  4. The system validates voucher validity and details (fixed discount, percentage discount, or free product).
  5. Click Confirm Usage to change voucher status to Used and prevent reuse.
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Loyalty and rewards › Vouchers
Permission needed
Loyalty — Vouchers / Use voucher

How do I cancel a reward voucher issued by mistake and restore points to the member?

  1. Go to the Vouchers page and search for the voucher with status Valid.
  2. Click the Cancel voucher option to open the cancellation modal.
  3. Click Confirm; the voucher status changes immediately to Cancelled, and the system automatically restores all deducted points to the member's balance.
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Loyalty and rewards › Vouchers
Permission needed
Loyalty — Vouchers / Cancel voucher

How do I set up membership tiers (Silver, Gold, Platinum) and point multipliers?

  1. Open the Tiers screen and click the Create Tier button to open the tier modal.
  2. Enter the Tier name (e.g., Gold Tier) and choose its accent color.
  3. Set the upgrade criteria: Points earned in the last 12 months or Spend in the last 12 months (noting that the baseline tier starts at zero).
  4. Specify the Points multiplier (e.g., 150% to grant 1.5 points per currency unit spent).
  5. Write the exclusive benefits for the tier, then click Save.
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Loyalty and rewards › Tiers
Permission needed
Loyalty — Tiers / Add

How are member tiers upgraded and recalculated?

  1. The system automatically runs every night to review total points and spend for each member over the past 12 months, auto-upgrading them to their earned tier and sending congratulations via WhatsApp.
  2. For instant recalculation at any time, open the Tiers screen and click the Recalculate now button.
  3. The system reports the number of members upgraded or downgraded immediately.
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Loyalty and rewards › Tiers
Permission needed
Loyalty — Tiers / Edit

How do I launch a double-points promotional campaign over the weekend?

  1. Open the Campaigns page and click the Create Campaign button to open the campaign modal.
  2. Enter the campaign name (e.g., Weekend Double Points).
  3. Specify the Points multiplier (e.g., 200% to double points).
  4. Set the start date and time and end date, and select the Target tier or leave as All members.
  5. Enable the Active option and click Save; the multiplier applies automatically to all qualifying purchases during the campaign window.
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Loyalty and rewards › Campaigns
Permission needed
Loyalty — Campaigns / Add

How do I perform a manual point balance adjustment for a member (addition or deduction)?

  1. Open the Points ledger page and click the Balance adjustment button to open the adjustment modal.
  2. Select the Member, and enter the number of points in the Points field (positive number to add, or negative number to deduct).
  3. Type the mandatory Reason for the adjustment (e.g., compensation for shopping experience, or data entry correction).
  4. Click Save; an official adjustment record is logged in the points ledger and audit trail.
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Loyalty and rewards › Points Ledger
Permission needed
Loyalty — Points ledger / Balance adjustment

How do I reverse a mistakenly recorded points entry in the points ledger?

  1. From the Points ledger screen, find the original transaction to be corrected.
  2. Click the Reverse entry option next to the record.
  3. Type the reason for the reversal and click Confirm.
  4. The system creates an exact counter-transaction reversing the original entry and updating the member balance, keeping the original record intact for auditability.
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Loyalty and rewards › Points Ledger
Permission needed
Loyalty — Points ledger / Reverse entry

How do I reissue a member's digital card with a new QR code?

  1. Open the member profile in the Members screen.
  2. Click the Reissue card action button.
  3. Click Confirm; the system generates a new version of the member's QR code and updates their self-service card immediately.
  4. The previous card and QR code cease functioning entirely to prevent unauthorized use.
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Loyalty and rewards › Members · View
Permission needed
Loyalty — Members / Reissue card

How do I temporarily suspend a customer's membership to prevent earning and redeeming points?

  1. Go to the Members screen and open the membership to be modified.
  2. In the Status section, select Suspended.
  3. Type the Reason for suspension in the designated field and click Save.
  4. The suspended member is strictly blocked from earning any new points or redeeming existing balances until the suspension is lifted.
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Loyalty and rewards › Members · Edit
Permission needed
Loyalty — Members / Edit

How does a member view their points balance, vouchers, and digital card on their phone?

  1. The customer opens the company's loyalty portal link in their mobile browser.
  2. They enter their registered phone number and receive a temporary one-time password (OTP) via WhatsApp.
  3. After logging in, their digital membership card with QR code opens ready for cashier scanning, along with points balance, current tier, transaction ledger, and valid discount vouchers.
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Loyalty and rewards › Members · View
Permission needed
Loyalty — Members / View

How are points automatically added upon purchasing from POS or online store?

  1. As soon as the customer's mobile number is entered into a Point of Sale (POS) invoice, online store order, or salon booking.
  2. The system automatically computes earned points based on invoice value and credits them to the balance immediately without manual intervention, sending an instant notification via WhatsApp.
  3. In case of an invoice refund or order cancellation, the corresponding earned points are automatically reversed.
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Loyalty and rewards › Points Ledger
Permission needed
Loyalty — Points ledger / View

How do I import old members and opening point balances from Excel?

  1. Open the Members page from the Loyalty and rewards menu.
  2. Click the import members button.
  3. Upload an Excel file containing the essential columns: Name, Mobile Number (unique), Email, Date of Birth, and Opening Points Balance.
  4. The system validates data and registers members, recording each member's opening balance in the points ledger as an Opening balance entry.
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Loyalty and rewards › Members
Permission needed
Loyalty — Members / Add

How do I view financial point liability and redemption rate reports?

  1. Open the Loyalty reports page from the system menu.
  2. Review the Program liability in money metric indicating the total cash value equivalent to all outstanding points in circulation.
  3. Review the Redemption rate (points redeemed vs. awarded), points expiring within 30 days, and the most active purchasing members.
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Loyalty and rewards › Loyalty reports
Permission needed
Loyalty — Reports / View

How do I configure point monetary value and minimum redemption threshold?

  1. Access the Loyalty settings page from the system menu.
  2. Set the Points Earning Rate (e.g., how many points awarded per currency unit spent).
  3. Set the Point Monetary Value upon redemption (e.g., every 100 points = 1 currency unit).
  4. Adjust the Minimum Redemption Threshold (e.g., redemption allowed only upon accumulating 100 points or more).
  5. Specify point expiration in months, welcome points, and birthday points, then click Save.
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Loyalty and rewards › Loyalty settings
Permission needed
Loyalty — Settings / Edit

Frequently asked questions

When do points expire and how does the system handle older points?
  1. Earned points expire after the configured duration in settings (e.g., after 12 months).
  2. The system applies a First-In, First-Out (FIFO) policy; when a customer redeems points, the oldest points closest to expiration are consumed first.
  3. The system scans and expires overdue points daily, sending an automated reminder to the customer 30 days prior to point expiration.
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Loyalty and rewards › Points Ledger
Permission needed
Loyalty — Points ledger / View
Why weren't purchase points added for some customers on their invoice?
  1. Ensure the member's status is not Suspended; suspended members cannot earn points.
  2. Ensure the purchase amount meets the minimum threshold required to earn at least 1 point under the calculation formula.
  3. Verify that the customer's phone number is correct and matches their registered system account.
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Loyalty and rewards › Members · View
Permission needed
Loyalty — Members / View

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