Manage a loyalty program

A loyalty program allows you to reward your regular customers by offering discounts or free products in return for their purchases.

The loyalty program in the software is based on a points system: customers earn points when making purchases and can then redeem them for rewards according to the rules you have defined.

You can configure points directly in product forms. However, to make setting up and managing your loyalty program easier, we recommend enabling the 'Automatic Loyalty' app, available in the Apps section of your account.

#Setting up the 'Automatic Loyalty' app

Go to the Apps section and open the 'Automatic Loyalty' app.

When the app is activated, a product is automatically created in your account. This product is used to record the loyalty discounts granted to your customers.

Important: do not delete this product, as it is essential for the app to work properly.

In the app settings, you can customise the rules of your loyalty program:

Setting the rules for earning points

Points value: define how many points customers earn for every euro spent (or the currency unit used in your account).
Discounted products: choose whether products sold at an individually discounted price (a selling price lower than the product's base price) can also earn points.
Purchases using loyalty discounts: decide whether products purchased in a sale where a loyalty discount is used can also earn new points.
Eligible products: restrict or exclude points earning for specific products using product tags. This allows you to apply your loyalty program to only part of your product catalogue.
Eligible customers: restrict or exclude points earning for specific customer groups using customer tags.
Eligible sales: restrict or exclude points earning for specific sales using sale tags. This is particularly useful for adapting your loyalty program to different sales channels.

Setting the conditions for redeeming points

Redemption threshold: specify how many points a customer must accumulate to qualify for a loyalty discount.
Discount amount: define the reward granted, either as a fixed monetary amount or as a percentage discount.

#Earning loyalty points

Points are calculated automatically according to the rules defined in the 'Automatic Loyalty' app when a sale linked to a customer is validated.

If you add a customer to a sale after it has been validated, you can still calculate their points for that sale. Open the sale details and click the 'Loyalty' button.

The customer's loyalty points balance can be viewed directly in their customer record.
To also display this balance below the customer's name during a sale, enable the following permission under 'Settings/Users/Access Management': Authorize to redeem loyalty in sales.

When a product is exchanged, the points originally awarded for its purchase are automatically deducted from the customer's loyalty account.

Please note that any changes to the number of points defined in the app only apply to future sales. They do not affect points already earned on previous sales.

If you want to correct or adjust points after a sale, enable the following permission under 'Settings/Users/Access Management': Modify loyalty points earned by a customer on his sales history.
This permission allows you to perform the following actions from the customer form:

Correct points earned: in the Products section, you can modify the number of points awarded for each product purchased by the customer.
Add an initial balance: the 'Initial balance of loyalty points' field allows you to credit additional points to the customer. This can be used, for example, to transfer an existing balance from a previous loyalty program.

#Redeeming points for a discount

Once a customer reaches the points threshold defined in the 'Automatic Loyalty' app, you can grant them a loyalty discount.

To do so, open the sale details and click the 'Loyalty' button (below the sale details).

The discount configured in the app is then automatically applied to the sale as a product line linked to the 'Loyalty' product created when the app was activated.

The discount calculation depends on the method selected in the settings:

Percentage discount: the discount percentage is distributed proportionally across the different tax rates applied to the sale.
Fixed amount discount: the software calculates the maximum discount that can be granted based on the customer's available points balance.

Example: if 100 points are worth a €1 discount, a customer with 350 points can receive a €3 discount.

#Informing customers about their loyalty points

You can display the number of points earned on a purchase, as well as the customer's current points balance, on your receipts.

To do so, go to 'Settings/Printing/Receipts' and add the following tags to the footer of your receipts:

<hibou_print_if_client>-------------------------------------------

<hibou_print_if_client><hibou_print_client_first_name> !

<hibou_print_if_client><hibou_print_if_order_points>You earned <hibou_print_order_points> points today.

<hibou_print_if_client>Your loyalty balance is <hibou_print_client_points> points.

<hibou_print_if_client>From 100 points, enjoy a X EUR discount on your next purchase.

<hibou_print_if_client>-------------------------------------------

You can, of course, customise this text to match the terms and conditions of your loyalty program.

For more information, see our guide: Configuring receipts.

You can also include the number of points earned and the customer's points balance in the content of emails sent with receipts or invoices.

For instructions, see our guide: Sending a receipt by email.

#Setting up a loyalty program without the 'Automatic Loyalty' app

You can also manage your loyalty program without enabling the 'Automatic Loyalty' app.

In this case, the rules for earning and redeeming points are configured directly in product forms.

First, go to 'Settings/Users/Access Management' and enable the following two permissions:

Authorize to redeem loyalty in sales.
Set up points of the loyalty program.

In each product form, two fields allow you to define the loyalty rules:

'Earning of': specifies how many points a customer earns when purchasing this product.
'Free for': specifies how many points are required to receive this product for free.

Whenever a sale is validated, points are automatically calculated based on the values entered in the product forms.

To offer a product to a customer in exchange for their points, select the product in the sale and click the 'Offer for X points' button.

The product will then automatically be marked as free, and the corresponding points will be deducted from the customer's loyalty balance.

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