Loyalty

The platform-wide programme: the switch, the default earn rate, and the liability figure worth watching.

Admin → Loyalty

Every restaurant's programme, its members and the points in circulation.

Programme settings

Setting	Notes
Enable loyalty platform-wide	The master switch. Off, nothing earns anywhere.
Default earn rate	Points per one unit of currency. Applied to new restaurants at sign-up.

The default is a starting value, not a rule. It is applied when a restaurant signs up, and each one can change it afterwards in their own Loyalty settings. So raising it here does not raise it for anybody already trading — see Loyalty (restaurant).

The five figures

Figure	Meaning
Points issued	Earned plus sign-up bonuses, all time.
Points redeemed	Spent, net of refunds.
Points outstanding	Unspent across every wallet.
Redemption rate	Redeemed against issued.
Participating restaurants	How many opted in.

Reading the redemption rate

Rate	Means	Do
Very low	Points are being issued and never spent. The programme motivates nobody and the liability grows.	Check the reward catalogues — usually the thresholds are too high.
Very high	Nearly everything issued is claimed.	Check it is not costing more than it earns. Rewards may be too cheap.

Outstanding points are a debt, not a score. Every unspent point is a discount somebody is entitled to claim at a moment you do not choose. Watch this figure the way you would watch anything else you owe — a generous earn rate compounds quietly.

Participating restaurants

Each venue that has opted in, with its own earn rate, what it calls its points, how many members it has and how many points are outstanding with it.

The outstanding column is the one to sort by. It shows where the liability actually sits, and it is rarely spread evenly — a single busy restaurant with a generous rate can account for most of the platform's total.

Points expire

Balances with no activity for a year lapse, and the adjustment is written to the ledger so the change is traceable. That is what stops the liability growing for ever from customers who ordered once and never came back.

Expiry only happens if the Expire loyalty points scheduled task is running, and it ships switched off — see Scheduled tasks. Until you switch it on, nothing expires.

Three things must be true for a customer to earn

Loyalty switched on in Settings → Services.
The programme enabled here.
That restaurant opted in.

And a fourth on the customer's side: guests earn nothing, because a balance needs an account to live in — and the account needs a phone number, which is what a balance is keyed to — see Checkout.

When it doesn't work

Customers are not earning points

Work through the three conditions above, then check whether they ordered as a guest. Guest checkout is the usual answer.

Outstanding points keep climbing

Two causes, and the redemption rate tells you which. If it is low, expiry is not running: switch Expire loyalty points on at Admin → System → Scheduled tasks. If it is high, the earn rate is too generous — lower the default at Admin → Loyalty, which applies to new restaurants, then ask existing ones to adjust their own.

No restaurants are participating

They each have to opt in. A platform-wide switch offers the programme; it does not impose it.

A restaurant's earn rate is not the default

Correct. The default applies at sign-up and each restaurant may change its own afterwards.

Related Loyalty (restaurant) · Loyalty & perks · Scheduled tasks · Turning features on and off