Client Loyalty
Client Loyalty rewards Contacts for purchases and other actions. A program can give points that customers swap for rewards, or cashback that lands in their store-credit balance. On top of that you can add tiers, bonus campaigns, challenges, referrals, a public sign-up page, and Apple Wallet or Google Wallet cards.
Open Client Loyalty from the Operations section. Use the switch at the top of the page to turn the program on or off.
Points or cashback
Section titled “Points or cashback”In Settings → How customers are rewarded, choose one:
| Type | How it works |
|---|---|
| Points | Customers earn points and swap them for rewards. |
| Cashback | Customers get a percentage of what they spend back as store credit, to use like cash. |
Tiers and bonus campaigns work with both. In cashback mode, the Cashback card sets the cashback percentage, an optional Most cashback per sale, and Days before it can be used. Only purchases and paid subscription renewals earn cashback; reviews, online bookings, birthdays, referrals, and challenges stop giving points (challenges still award badges). Points customers already have stay usable after a switch.
Cashback is paid into the customer’s store-credit balance, which they spend at checkout like a gift card.
Program tabs
Section titled “Program tabs”| Tab | Purpose |
|---|---|
| Analytics | Engagement, points, redemptions, sources, top rewards and members, tier distribution |
| Points (or Cashback) | Ways to earn and ways to spend |
| Tiers | Spend thresholds, tier discounts, and earning boosts |
| Referrals | Referral point awards |
| Bonus campaigns | Time-limited earning boosts |
| Challenges | Goals that award bonus points and badges |
| Card design | The digital loyalty card |
| Settings | Program type, expiry, eligible items, orders, subscriptions, emails, sign-up, card page, and support details |
Ways to earn points
Section titled “Ways to earn points”The Points tab has six earning rules:
| Rule | When points are given |
|---|---|
| Make a purchase | An eligible appointment checkout, POS sale, or invoice payment. Orders also earn when Rewards from orders is on. |
| Leave a review | The client submits their first review for an appointment |
| Book online | The client makes an online booking |
| Complete appointment | The client completes a set number of appointments |
| Birthday | On the client’s birthday, at most once a year, using the Contact’s date of birth |
| Subscription renewal | Each paid subscription renewal, as fixed points or per amount paid |
Each rule can be active or inactive. Purchase and renewal points can be a fixed amount per sale or a number of points per amount spent. Under Earning limits you can set a minimum purchase or appointment value and limit how many times a client can earn the rule.
In Settings → Eligible sale items, choose which items count toward points and tier progress: services, products, memberships, gift cards, and service add-ons, and whether to include taxes and service charges.
Points expiry can be 3, 6, 9, 12, 18, or 24 months, or Never.
Rewards
Section titled “Rewards”A reward turns points into a discount. Select Add reward under Ways to spend points and choose a Reward type:
| Type | Effect |
|---|---|
| Amount off | A fixed amount off. Choose Increments or Fixed redemption. |
| Percent off | A percentage off, with an optional Maximum discount |
| Free item | One unit of a chosen product or service becomes free; the item must be in the sale |
A reward can also limit what it applies to (services, products, memberships, or gift cards), require a Minimum purchase, allow use alongside other deals, and be limited to in-store use.
Customers redeem rewards with Redeem points in:
- Appointment Checkout
- the POS register
- Orders, when creating an order
- Subscription renewals, when Use points on subscription renewals is turned on for the contact
Workstation reserves the points with the sale and gives them back if it fails. There is no online self-service redemption.
Tiers recognize customers by how much they spend. You can have up to five, and each has:
- a name and color
- a spend threshold
- a discount percentage
- a Points multiplier (for example, 1.5 gives 50% more points), or a Cashback % in cashback mode
Tier progress counts eligible spend over a rolling 12 months and is recalculated daily. The tier discount applies at appointment checkout and, with Tier discount on subscriptions, on subscription invoices.
Bonus campaigns
Section titled “Bonus campaigns”A bonus campaign boosts earning for a period, such as double points during Ramadan. Select New campaign and set:
- the name and When it runs
- Multiply points by (1–10) and Extra points each time
- Which ways to earn it boosts
- Only for these tiers (optional)
Campaigns show as Running, Scheduled, Ended, or Off. When several campaigns run at once, the customer gets the best one; they don’t stack. In cashback mode a campaign multiplies cashback instead.
Challenges
Section titled “Challenges”Challenges reward customers for reaching a goal, for example “Book 5 visits this month.” Select New challenge and set:
- What counts, and How to count — number of times or amount spent
- the Goal
- Starts again — weekly, monthly, every 3 months, yearly, or never
- Bonus points when reached (0 gives a badge only)
- an optional date range
- a Badge colour and icon
Badges appear on the Contact and on the customer’s card page.
Referrals
Section titled “Referrals”Enable referrals and set separate point amounts for:
- the existing customer who refers someone
- the new customer who joins through the referral link
An enrolled Contact gets a unique referral link when referrals and the sign-up page are on. Referral points aren’t given in cashback mode.
Orders and subscriptions
Section titled “Orders and subscriptions”Rewards from orders lets Orders earn, including orders from connected stores, WhatsApp, and AI agents. Choose when an order earns: When it’s paid, When it’s fulfilled or delivered, or When it reaches a stage. Shipping doesn’t count, and only orders placed after you turn this on can earn.
The Subscriptions card adds:
- Milestones — bonus points after a number of payments
- Win-back points — for customers who come back
- Tier discount on subscriptions
Refunds and returns
Section titled “Refunds and returns”Loyalty follows the money back:
- Voiding an invoice takes back the points and cashback it earned.
- A partial return takes back points in proportion. Points spent on the sale come back only when the whole sale is returned.
- Cancelled, refunded, or deleted orders take back their points.
- Cashback that is still waiting is cancelled; cashback already released is taken from the store-credit balance.
These show as Reversed entries in the customer’s loyalty activity.
Sign-up page and card page
Section titled “Sign-up page and card page”Sign-up page gives you a public link and QR code where customers join and add their card to Apple or Google Wallet. Name plus an email or phone are always required; add Extra sign-up fields as needed. Share it on your website, receipts, social media, or in store.
With Unique customer enrollment on (the default), Workstation matches an existing Contact by email, then phone. Someone already in your records gets their card link by email instead of on screen, so nobody can open another person’s card by typing their details. With it off, every sign-up creates a new Contact.
Customer card page gives each member a private page, with no login, that shows their balance, tier progress, rewards, activity, referral link, challenges, wallet buttons, and terms.
Add Terms and conditions and Support & card back contact details before publishing.
Card design and wallet passes
Section titled “Card design and wallet passes”Card design controls the card’s colours, points label, logo, icon, and strip image, and whether it shows the tier and member-since date. Preview both iOS and Android, including the back of the card, and check the contrast warning before saving. A logo is required for Google Wallet.
In Settings, Locations can show a lock-screen message when a customer is near one of up to 10 venues.
Apple Wallet and Google Wallet buttons appear on enrolled Contacts when the wallet services are configured. In cashback programs, the card shows the cashback balance instead of points. Cards update when the balance changes.
Customer emails
Section titled “Customer emails”Customer emails can tell customers when they earn points, reach a new tier, unlock a reward, or have points about to expire (sent a set number of days before).
Contact loyalty card
Section titled “Contact loyalty card”The loyalty card on a Contact shows:
- points balance, or cashback available and on its way
- lifetime points and tier spend
- current tier
- recent earning, redemption, adjustment, expiry, and reversal activity
- challenge badges
- Copy card link, Open card page, and wallet actions
- the referral link, when enabled
- Use points on subscription renewals
Users with loyalty update permission can make a positive or negative manual points adjustment and record the reason.
Analytics
Section titled “Analytics”Analytics shows engaged clients, points issued, redeemed, and outstanding, redemption rate, active rewards, a 30-day earned-versus-redeemed chart, Where points come from, Most used rewards, Top members, and members by tier. Cashback programs also show cashback given, waiting, and spent.
Use outstanding points and redemption rate together: a growing balance with very low redemption often means rewards are hard to understand or reach.
Automation
Section titled “Automation”Workflows can start from Loyalty Points Earned, Loyalty Points Redeemed, Loyalty Tier Changed, Loyalty Reward Unlocked, Loyalty Points Expiring Soon, and Loyalty Challenge Completed. The Give Loyalty Points action awards points from any workflow.
Permissions
Section titled “Permissions”Loyalty has view and update permissions. Program configuration and manual adjustments need update access; view-only users can review loyalty information without changing balances or rules.
Gift cards and store credit have their own permissions. See Gift Cards.