Customers and loyalty — User Guide

The customer book

Customers

Customers, under Management, lists everyone you have served with their Phone, Email, Address and how many Orders they have placed.

Most of it fills itself in. A delivery order with a phone number saves the customer automatically, so the book grows as you work.

Add Customer creates one by hand — only the Name is required.

Typing a phone number on the POS finds the customer and fills in the name and address for you.

How a regular ends up in the book

A customer rings for a delivery. The cashier types the phone number, the name and the address on the POS.
The order goes out, and the customer is saved automatically — nobody typed anything into the Customers screen.
Three weeks later the same number rings. The cashier types the number and the name and address fill themselves in.
The customer row now shows 2 orders, and if loyalty is on, their points sit against that same phone number.

Importing customers

Customers → Import

Import on the Customers page — or the Customers card on Import Data — takes a .csv or .xlsx file with the columns name, phone, email, address and notes.

Only name is required. Customers are matched on phone and then email, so re-importing updates them instead of creating duplicates.

Download sample file gives you a file with the right header row already in place.

Format the phone column as Text in Excel before you export it, or a long number is turned into something like 3.00123E+11.

Switching loyalty on

Settings → Loyalty

The Loyalty tab in Settings runs a points program off phone numbers: customers earn points on every paid bill and redeem them as a discount, and every movement is kept in a per-customer ledger.

Enable Loyalty Program is the master switch. It shows the loyalty box in the POS and starts awarding points on paid orders.

The rules sit under it, and there is an SMS Gateway block at the bottom for sending the verification codes.

The earning rule

Settings → Loyalty

The Earning Rule reads as a sentence: every so much spent equals so many points. It starts at every 100 spent equals 1 point.

Points are only added after the bill is fully paid, and a cancelled order never earns.

Points Expiry sets how many days points last, starting at 90. Zero means they never expire — expiry limits what the restaurant owes.

Earn points on bills that used redemption is off to start with, and the screen recommends leaving it off: an order where points were spent earns no new points.

What a customer earns and what it is worth

Earning rule: every 100 spent equals 1 point.
Redemption value: 1 point equals 10.
A bill of 1,500 earns 15 points.
Those 15 points are worth 150 off a future bill.
With expiry set to 90 days, the customer has three months to use them.

Redeeming points at the till

POS Terminal

The Redemption Value setting says what one point is worth in money — it starts at 10.

At the POS, look the customer up by phone. Their balance and its value are shown, and Redeem opens a box for how many points to use, capped at their balance.

The value comes off the bill like a discount, before tax, and shows on the cart as its own line.

You cannot redeem more than the bill is worth, and points cannot be redeemed on a held order.

OTP verification

Settings → Loyalty

OTP verification on redemption is on to start with. Before points can be spent, a code is sent by SMS to the customer's own phone and has to be typed into the till.

It is there to stop staff quietly spending a regular customer's points.

It needs an SMS gateway. The SMS Gateway (for OTP) block takes any HTTP provider: a Method of GET or POST, a Gateway URL, optional Extra Headers as JSON and an optional POST Body Template.

Write the placeholders {phone} and {message} into the URL or the body and they are replaced automatically.

With no SMS gateway configured, no code can be sent — so either set one up or switch OTP verification off before you enable loyalty.

A customer's points ledger

Customers

The points icon beside a customer in the Customers list opens their loyalty ledger: their balance, and every movement with the order it came from.

Totals show what they have earned, redeemed and lost to expiry.

An admin can adjust the balance by hand, giving or removing points with a note that is required — so an adjustment always says why.

Loyalty for website customers

Settings → Loyalty

Loyalty for online (store front) customers is on to start with. Online customers then see and earn points on delivered website orders.

Switch it off to keep the program to the counter only.

Loyalty at the table (QR orders)

Settings → Loyalty

A guest who orders from the QR code on their table never meets a cashier, so nobody asks for their phone number. Loyalty on the table QR menu, on to start with, makes the menu ask instead.

When the guest presses Place Order, a popup asks whether they want to earn loyalty points and takes a phone number and a name. Skip sends the order without points, exactly as before.

The phone number is the membership. A number the restaurant has never seen is registered with the name they typed; a number it knows is welcomed back by first name, with the points they hold. The guest's own phone remembers the number, so a regular is recognised as soon as the menu opens.

A number is matched however it is typed, so 0300 1234567, 0300-1234567 and +92 300 1234567 are one member — at the table and in the loyalty box on the till. The country code is taken from your account's country.

A member holding points sees a Use my points switch on the basket. On, as many points as the food is worth come off the bill and the amount to pay drops in front of them; off, they pay in full and keep the points. The points are taken when the order is placed and returned if the order is cancelled.

Points for the order itself are added when the counter takes the money, like any other bill. The guest's order page says how many to expect, and then how many they earned.

Let guests pay with points on the QR menu is its own switch. Turn it off and guests still join and earn at the table, but points can only be spent at the counter.

1 Switch on Enable Loyalty Program and QR Code Table Ordering.
2 Leave Loyalty on the table QR menu on.
3 Decide whether guests may pay with points from the table, and whether a code is sent first.
4 Scan a table code with your own phone, place an order, and register when the popup asks.
5 Complete the order at the counter, then open Loyalty Points — you are on the list with your points.

A guest's first two visits

First visit: the guest orders 1,500 of food from the table and registers as Ali, 0300 1234567. Nothing comes off the bill.
The counter takes the money. With the rule every 100 spent equals 1 point, Ali now holds 15 points.
Second visit: Ali scans, and the menu says Welcome back, Ali — you have 15 points, worth 150.
He orders 1,000 of food and switches on Use my points. The basket shows 150 off and 850 to pay.
Or he leaves the switch off and pays the full 1,000 — keeping his 15 points and earning 10 more.

With OTP verification on redemption switched on, the guest must type a code sent by SMS before points are spent, which needs an SMS gateway. With OTP off, anyone who knows a member's phone number could spend their points from a table — so keep OTP on, or switch off paying with points on the QR menu.