Loyalty: giftback, points, referrals and gift cards

Loyalty rewards the clients who come back. Each completed visit adds credit (giftback) or points to the client, used when they pay for their next booking. No paper cards, no extra apps, no codes: it all lives on the client’s page.

The two programmes

You can turn on one or both from Loyalty in the sidebar.

• Giftback (credit): a share of what the client paid comes back as credit for their next visit, valid for a number of days. Example: at 10% and 30 days, a Gs. 100.000 visit gives Gs. 10.000 to use within the next month. The expiry gives them a reason to come back soon.

• Points: the client collects points and, once they have enough, trades them for a discount. You choose how they are earned:

  • By amount paid: for example, 1 point per Gs. 10.000.
  • 1 per visit: it works as a stamp card. Example: 10 points = Gs. 60.000 off, the price of a cut: «the tenth visit is free».

  Points can expire after the months you choose, or never.

How it is earned

When a booking becomes completed (marked so, charged in Checkout, or closed automatically), the client earns on what they paid for the services: the total after discounts and packages, not counting what they paid with credit or points.

• Only visits from the day you turn the programme on count: turning it on gives no balance for past visits.
• If the booking stops being completed, what it earned is taken back. If the client had already used it, that is not taken away.
• Bookings entered as history earn nothing.

How it is used

The booking page and Checkout show the Loyalty box with the client’s balance:

1. For credit, type the amount (it comes filled with the most that can be used) and tap Use credit.
2. For points, tap Redeem N points.

It comes off what is left to pay on that booking and, at checkout, shows as a payment already made. Until it is charged you can tap Remove and the balance comes back. If the booking is cancelled or the client does not show up, the balance comes back by itself.

Credit and points are used in the order they expire: what expires first goes first.

Referrals: inviting friends

With Referrals on, your clients bring new clients. You set it up in the same place: the friend’s discount (in %), the reward in credit for the referrer, how many days it is valid and a monthly cap of rewards per client. It uses discount codes, so it needs Discount codes switched on.

1. In My benefits, your client taps Get my link and shares it on WhatsApp or copies it.
2. The friend opens the link, the code is already on the booking and they get the discount on their first visit.
3. Once that visit is completed, the referrer earns the credit and gets an email (without the friend’s name).

It does not count if the friend is the client themselves, anyone on their account, number or email, or someone who has been before: the code is refused when booking. Each friend gives one reward. In Loyalty you see Top referrers: how many friends booked with each client’s code and how many rewards they earned.

Gift cards

With Gift cards on, you sell cards with an amount for someone to give to someone else. In Loyalty you choose how many months they are valid (blank: they never expire) and open Sell and see cards.

1. Sell: the client pays at the desk. Type the amount, how they paid, who it is for, who it is from and a message. With the recipient’s email, the card is sent when you save.
2. Send: each card has its own page with the design, the amount, the message and the code (for example, ABCD-EFGH). From the card you send it by WhatsApp to the recipient’s number, copy the link or email it again.
3. Use: the recipient types the code in Have a gift card? when booking online, or gives it at the desk and the front desk enters it in Redeem card, on the booking or in Checkout. It comes off that booking, and whatever is left stays as credit for the next visits.

Each card is redeemed once, by one person. A wrong, expired or voided code always gets the same message, and many attempts in a row are blocked for a few minutes. If the booking is cancelled, the amount goes back to the client’s credit. Above the list you see what you still owe on cards: the ones nobody redeemed and the balance left on redeemed ones. Void card is for a sale made by mistake: if it was already redeemed, only what was left is taken back.

What the client sees

• An email after their visit with what they earned and their balance, and another three days before it expires.
• My benefits, in their account: the balance at each business, what expires and when, how many points to their next reward, and every movement.

Adjustments by hand

On the client’s page, Adjust balance adds or removes credit or points, for example to make up for a problem or to move over a paper stamp card. The reason is required and stays in the history, seen only by your team.

If you switch the module off

Nothing new is earned or redeemed and the emails stop. Nothing is deleted: clients keep their balance (which still expires on its date), and what was already used on a booking stays. Switch it back on and everything is where it was. Gift cards already sold can still be opened and voided.