Overview
When your loyalty programme is on, your ordering website shows customers their points and rewards throughout the order: on the menu, in the basket, at checkout, on the order tracking page and on a Rewards page of their own.
Everything here follows the settings in your loyalty programme. You don't set anything up on the website itself. To set up or change the programme, see Loyalty program.
Note: Customers earn and use points only when they are signed in. Guests see your offer and an invitation to sign in instead.
What your customers see
On the menu
A rewards bar sits next to the order type and time.
- Signed-in customers see their progress, for example 6/10 pts to £2.50 off, with a progress bar. When they have enough points it changes to £2.50 reward ready. Tapping it opens their Rewards page.
- Guests see your Teaser, for example "Earn 5 points for every £10 spent". If you haven't written one, they see "Join Rewards and earn points on every order", using your Programme name if you've set one. Tapping it opens sign-in, which reminds them to "Sign in to earn points on this order".
In the basket
- A rewards card at the top of the basket shows how close the customer is to their next reward, or offers the reward when it's ready, with an Apply button.
- After they tap Apply, the reward shows as its own line in the order total, named after your programme, for example Rewards -£2.50. They can tap Remove to take it off and get their points back.
- An earn line, for example You'll earn 5 pts with this order, tells them what the order will add to their balance.
At checkout and on order tracking
- Checkout shows the reward line and what the order will earn.
- Order tracking shows, for example, +5 pts when your order's collected, then how far the customer is from their next reward.
On the Rewards page
Customers open Rewards from the menu at the top of your website. The page shows:
- their balance, in money first and then points, for example £2.50 ready · 10 points
- How it works, written from your settings: how points are earned, what a reward is worth, your minimum basket and when points expire
- a warning when points are about to expire, for example 12 pts expire on 28 Oct
- their points history: points Earned on each order, points Used on rewards and points that Expired
How your settings show on the website
| Setting in Loyalty Programme | What customers see |
|---|---|
| Programme name | The name of the Rewards page, menu entry and reward line. Blank shows "Rewards". |
| Teaser | What guests see in the rewards bar on the menu. |
| Points earned / For every £ spent | The You'll earn N pts line and How it works. |
| Earning method: points on every order over a minimum | Shown as a stamp card (see below) when a reward takes 2 to 12 orders. |
| Reward Type: £ off | "£2.50 off" throughout. |
| Reward Type: Free item | "Free Margherita" throughout (see below). |
| Minimum Cart Amount | Below it, the basket says how much more to spend to earn or use points. |
| Months points last | The expiry line in How it works and the expiry warning. |
| Sign-up bonus | Added to a new customer's balance when they sign up. |
Stamp cards
If you give a set number of points on every order over a minimum amount, and a reward takes between 2 and 12 of those orders, your website shows the programme as a stamp card instead of a points balance.
- The menu shows, for example, 3/5 stamps, with one stamp filled in for each qualifying order.
- The basket says This order earns a stamp, or Orders over £12.00 earn a stamp if the basket is under your minimum.
- When the card is full, the reward is ready to use in the basket in the usual way.
Free item rewards
If your reward is a free item, the website names the item everywhere, for example Free Margherita ready.
- If the item isn't in the basket yet, the rewards card asks the customer to add it and gives them an Add or Browse button that takes them to it.
- Once it's in the basket, they tap Apply and the item's price comes off the order.
- Extras and options on the free item are still charged, and How it works tells customers so.
When customers get their points
- Earned points are added once an order is delivered or collected, not when it's placed. A cancelled order doesn't earn points.
- Used points are taken as soon as the customer taps Apply, and given back if they tap Remove.
- The sign-up bonus is added when a new customer signs up while ordering from one of your stores. If they sign up before choosing a store, it's added after their first paid order.
Common customer questions
"My points couldn't be applied." The rewards card tells the customer why. The usual reasons are:
- The basket is under your Minimum Cart Amount.
- The order has a deal on it and Redeem Points with Deals is off.
- They don't have enough points yet.
- For a free item reward, there's no qualifying item in the basket.
"I didn't get points for my order." Points are added once the order is delivered or collected, so check the order status first. Also check whether the order used a reward while Earn Points on Redeemed Orders is off, or was under your Minimum Cart Amount.
"I can't see any rewards on the website." Check that Enable Loyalty Programme is on for the store the customer is ordering from. Also check that they're signed in: guests see only your teaser.
Note: Only orders customers place themselves on your website or app, while signed in, earn points. Till, kiosk and delivery-platform orders don't.