Earned Rewards are customer-specific discounts, free items, bonus points, coupons, cashback, or birthday offers created from reusable templates. A template defines what staff may issue; the issued customer reward has its own status, issue time, expiry, and redemption lifecycle.
Create and manage a reward template
Open Admin → Customers & CRM → Rewards & Prepaid Value and select Earned Rewards. Under Create a reward:
- Enter the customer-facing Display name.
- Choose the reward Type.
- Set Points needed. Enter 0 only when the reward should not require loyalty points.
- Add an operational description.
- Select Create reward.
New templates are active immediately. Under Available rewards, use Active or Inactive to control whether staff can issue the template without deleting historical references. Edit the name, description, type, or point cost carefully. Permanent deletion can be blocked when active issued rewards still reference the template; deactivate the template or resolve those issued rewards first.
Issue a reward to the correct customer
Open Admin → Customers & CRM → Customers, search by name, email, or phone, and open the verified profile. In Rewards:
- Choose Issue from template.
- Set Expires at when the benefit has an approved expiration.
- Leave Waive points cost off when the template's configured point cost should be deducted. Use the waiver only for an authorized manual benefit.
- Select Issue reward.
- Confirm the new row shows status
issued, the expected reward, issue time, and expiry.
When a template has a point cost and the waiver is not selected, the service checks and deducts the customer's available loyalty balance. Do not issue the same reward repeatedly after a slow response; refresh the profile and inspect the reward and loyalty transaction rows first.
Apply the reward at POS
At payment, attach the CRM customer by phone and open Rewards & Benefits. Under Available rewards, select Apply for the intended reward. The payment screen changes to the Reward tender and fills the reward reference and eligible amount.
For a free-item reward with configured eligible products, add an eligible menu item before applying it. Review the tender amount and complete the payment. The balance or reward lifecycle is finalized when payment capture succeeds, not when Apply is first selected.
Maintain an issued reward
In the customer profile, an issued reward can be marked Redeem, Expire, or Revoke. Use Redeem only when the benefit was actually consumed through an authorized reconciliation workflow. Use Expire for an elapsed benefit and Revoke when the business intentionally withdraws an unused reward.
Review Reward maintenance for rewards expiring within 30 days or already expired and unredeemed. Record the customer, template, issued reward ID, status, expiry, related order, and reason when investigating a dispute. Do not adjust loyalty points, gift-card balance, or prepaid value as a substitute for correcting the reward record.