A loyalty points program gives each customer a bucket of points they can build up and exchange for rewards. You decide what adds points to that bucket, what customers can spend them on, and the requirements for keeping their balance.

Earning rules automatically add points. These rules define which activities earn points and how many points a customer receives. For example, you might award points for checking in, purchasing eligible retail items, or starting a qualifying membership. You can combine earning rules within a program so customers have several ways to build their balance.

• Purchase: Earn 1 point for every $1 spent on eligible retail items
• Check-in: Earn 10 points for checking in, up to once per day
• Contract activation: Earn 1 guest pass when a qualifying membership begins

Reward rules define how points can be spent. Each reward specifies what the customer receives and how many points it costs. You can offer a reward at a fixed point cost or calculate the cost using a points-to-currency conversion. For example:

• Fixed point cost: Spend 500 points for 50% off one full-price item over $100
• Currency value: Redeem points at $1 per point toward eligible hardgoods, including discounted items if you choose

The three types of reward rules are:

• Product purchase: Redeem points for discounts on eligible retail products
• Contract Fees: Redeem points toward booking, signup, or change fees on eligible contracts
• Required Token: Redeem points in place of a required token—for example, use a guest pass point to cover a guest pass token required for a booking

You control which purchases qualify and can set limits on how often a reward is redeemed. Earning points builds the balance; redeeming a reward spends points from it.

Eligibility controls who can earn and who can spend. These are separate choices. For example, you could allow only current members to earn points while allowing former members to spend a balance they already have. You can also choose which facilities allow earning and spending. A customer’s ability to earn points can therefore change without changing their ability to use existing points.

Forfeiture controls who can keep their points. Losing eligibility to earn or spend does not automatically remove a customer’s balance. If you want customers to meet an ongoing requirement to keep their points, you can configure that separately. For example, you could require an active membership and allow a grace period after it ends before the remaining points are forfeited. Alternatively, customers can retain their balance even when they can no longer earn or spend.

Manual awards let staff add points to an individual customer’s balance. These awards give you a way to recognize a customer or handle an exception without creating an automatic earning rule—for example, awarding points as a goodwill gesture.

Bulk awards let you award points to a selected group of customers. For example, you could give existing members a starting balance when launching the program or award a one-time bonus to a particular customer group.