Points and earning

How do members earn points?

It depends on the setup you agreed with your Customer Success Manager. Every programme has one loyalty type:

Padel and sports: per minute played (1 point per minute)
Beauty and hospitality: usually per euro spent (1 point per euro) or per check-in (10 points per check-in by default)

Members can also earn extra points through challenges and bonus points.

What's the difference between reward points and XP?

Members collect both at the same time. Reward points are for claiming rewards and are deducted when a member claims one. XP decides which tier a member is in and is never spent, so claiming a reward has no effect on a member's tier. Members earn reward points both through your loyalty type (for example minutes played) and through challenges. XP only comes from your loyalty type; challenges don't give XP.

Tiers are based on the XP a member earned over a set period, for example the past 90 days. You choose the period in your tier settings.

For example: a member visits often in January, February and March, and reaches a higher tier. In April, they hardly come in. Looking back over the past three months, their XP no longer meets that tier's threshold, so they drop a tier.

Reward points don't follow this cycle.

Do points expire?

Members have two kinds of points, and they work differently:

Reward points never expire by default. Whether they expire depends on the setup you've agreed with your Customer Success Manager. Want them to expire after a set period, for example 6 or 12 months? Contact your Customer Success Manager to set this up.
XP doesn't expire and is never lost, but only the XP earned within your tier cycle (for example the past 90 days) counts towards a member's tier.

What is the loyalty investment percentage?

It decides how much value you give back to members through rewards. A higher percentage means members earn rewards faster. Many clients start at 5%, and premium brands sometimes go up to 10%. You can change it at any time under Program > My Rewards > Loyalty investment; the points for all your rewards are then updated automatically.

Example calculations at 5%, per loyalty type:

Per minute played (padel): say the reference amount is €6 per person per hour of court rental.
1. A member plays for 1 hour and earns 60 points (1 point per minute).
2. 5% of €6 is €0.30, so those 60 points are worth €0.30 in rewards.
3. A reward with a selling price of €6 costs €6 ÷ €0.30 = 20 hours of play. That's 20 × 60 = 1,200 points.
4. At 10%, every hour is worth €0.60, so the same reward costs €6 ÷ €0.60 = 10 hours, or 600 points.
Per euro spent:
1. A member earns 1 point for every euro they spend.
2. 5% of €1 is €0.05, so every point is worth 5 cents in rewards.
3. A customer who spends €100 earns 100 points, worth €5.
4. A reward with a selling price of €10 costs €10 ÷ €0.05 = 200 points.
Per check-in: members earn 10 points per check-in.
1. At 5%, every point is worth 5 cents in rewards.
2. So a reward worth €1 costs 20 points (20 × 5 cents = €1).
3. A cocktail with a selling price of €9 costs 9 × 20 = 180 points.
4. At 10 points per check-in, a member needs 180 ÷ 10 = 18 check-ins for the cocktail.

Why isn't a member receiving points?

Most often, the member uses a different email address in the app than in your booking system, so their bookings or visits can't be linked to their account. This often happens when someone logs in with Apple and uses "Hide My Email", which gives an address like 123456@privaterelay.appleid.com. You can fix this yourself: go to Loyalty members, open the member's profile and click the three dots in the top right. Choose Change email, or Merge with another account if they have two accounts. The member can also change the email in the booking system to their real address.

Also check that:

they were added to the booking with their own account: guests on a booking don't earn points
the booking or visit was after they created their account: activity before that earns no points

When do members receive their points?

It depends on how points come in:

Through an integration with your booking system: after the booking or treatment is completed, not when it's made. Every night we pull in the data from the past 24 hours, so points show up the next day.
Manually, with a QR scan or check-in: straight away.

How do members earn points for products they buy?

There are three ways. Choose one per sale, so points aren't awarded twice.

Via your booking system (automatic): put the products on the same invoice as the treatment. The total amount counts towards the member's points, with nothing extra to do.
In the app, at the counter: after payment, scan the member's personal QR code with your admin login in the app and enter the amount spent on the products. See "How do we award points manually?" under Managing members and your team.
In the dashboard: add the points afterwards via Manual points. See "How do we award points manually?" under Managing members and your team.

What does our receipt need for receipt scanning?

Your business name (and address if you have several locations), the total amount, the date and time, a unique receipt or transaction number, and a clear, readable layout. Recognition is around 95% accurate. You can see all uploaded receipts and the amounts read in the dashboard, and adjust points manually if something's off.