Loyalty Program — Guide for Restaurant Owners

Where to find it: Admin → select a location (catalog) → Loyalty
Example: https://your-org.app.ordeon.io/your-org/admin/your-location/loyalty

The loyalty add-on must be enabled on your organization. Each location must also be opted in separately (see Program → This location).

How It Works (the Big Picture)

1. Customers earn points automatically when they pay for an order at a participating location.
2. Points live in a balancetied to your organization (and optionally shared or split across locations — see Points scope).
3. Customers spend points in two ways:
   • Curated rewards— promotions you create with a points price (e.g. “Free coffee — 100 points”).
   • Flexible money off— if enabled, customers convert points to a cart discount (e.g. 100 points = €1 off).
4. Bonus mechanics— extra earn rules, monthly challenges, order streaks, spin-the-wheel, and scratch cards all feed the same balance.

Points are only awarded after payment succeeds. If an order is cancelled or refunded, earned points are clawed back proportionally. Points spent on an order are refunded if that order is cancelled.

Admin Layout — Seven Tabs

Save each tab after making changes. Some tabs require the program to be saved first (Bonus, Goals, Games).

Program

Master switch

Use Active / Off at the top to enable or disable the whole program for your organization. When off, no location earns or redeems points.

When you turn loyalty on for the first time, you can tick Credit past paid orders on enable to automatically backfill points (and optionally games/goals) from historical orders using default filters.

This location

Each menu/location (catalog) has its own participation toggle. Even if the program is active org-wide, a location that is opted out:

• Does not earn points on orders there
• Does not allow redemption there
• Shows no loyalty UI to customers

Turn on Earning rewards here for every location where you want loyalty to work.

Points scope

Controls where points earned at one location can be spent.

Earn rate

• Points per currency unit — e.g. 1means 1 point per €1 spent (or per $1, etc., depending on the catalog currency).
• Rounding— Round down, nearest, or round up when calculating points from an order.
• Earn on— Which order amount points are calculated from:
  • Net subtotal— before tax, after discounts (default)
  • Gross total— including tax
  • Amount actually paid— what hit the payment provider

Points expire after (months)

Leave blank for points that never expire. If set, oldest earned points expire first on a schedule. Expiry reduces spendable balance only — it does not reduce lifetime points used for tiers.

Earn on discounted orders

When on, customers earn on the full earn basis even if they used a promo code.
When off, heavily discounted orders earn little or nothing (based on what they actually paid). Use this to prevent “double dipping” (promo + full points).

Earn on redemption orders

When on, customers still earn base points on orders where they also spent points.
When off, orders that redeem points or use points-for-money-off earn nonew points — reduces farming (order → redeem → order → redeem loops).

Convert points to money off

Lets customers trade points for a flexible cart discount instead of (or in addition to) fixed rewards.

The discount is applied as a one-time promo at checkout. Points are deducted only when the order is paid, not when they click “Apply”.

Credit history

After loyalty is active, use Credit history… to retroactively award points (and optionally game spins or goal progress) for past paid orders.

Filters:

• Date range (paid from / paid to)
• Which participating catalogs to include
• Before activation only— only orders from before you turned loyalty on
• Include anonymous diners— include guests who had not signed up yet

What to credit:

• Points— earn ledger rows from order spend
• Game spins— one spin per order for active “free spin per paid order” campaigns
• Goals— streak/challenge progress and completion bonuses

Always review the Impact preview before confirming. Orders that already received an earn row are skipped (safe to re-run). A running backfill shows progress in the panel.

Names & Icon

Customize how loyalty appears to customers across the cart, checkout, rewards page, and profile.

Upload a square image; choose Logo or icon (full image visible) or Photo or mascot (fills the circle). Live previews show checkout, rewards page, cart, and goal copy.

Bonus (Extra Earn Rules)

Bonus rules grant points on top of the base earn rate. They stack when multiple rules match the same order.

Rule types

Conditions (all optional)

• Categories— only items in selected menu categories count toward the bonus
• Days of week— e.g. weekdays only
• Time window— happy hour (uses the catalog's timezone)
• Leave categories and schedule empty to apply to the whole order, all day

Each rule has a name, active toggle, and preview line summarizing the effect. Bonus points are credited together with base points after payment.

Goals

Reward repeat visits with automatic bonus points when customers hit targets.

Challenges

“Spend €X this month → Y points” or “Place N orders → Y points”.

Each challenge pays out once per period (per month for calendar-month challenges).

Streaks

“Order N days in a row → bonus points.”

• Required days— minimum 2 consecutive calendar days with at least one paid order
• Reward points— granted when the streak completes

Streaks reset if the customer skips a day. Progress uses the catalog timezone. Customers see goal progress in the cart teaser and on the Rewards page.

Games

Gamified campaigns: spin-the-wheel or scratch card. Outcomes are decided on the server (customers cannot cheat the random draw). Wins credit the same points balance or grant a reward promotion.

Campaign settings

Triggers

Prizes

Each campaign needs at least two prize segments. For each prize:

Customers play from the Rewards page and sometimes after checkout. Manual plays are granted under Members → Grant play (1–20 plays per action).

Rewards

A reward is a normal promotion with a points cost. OrdeON lists all active point-priced promotions on the Loyalty → Rewards tab; create and edit them under Promotions.

Creating a reward

1. Go to Admin → Promotions → New promotion (or edit an existing one).
2. Set Application mode to Points redemption.
3. Set Points to redeem— e.g. 100.
4. Configure Benefits like any promotion: free item, cart discount, fixed amount off, etc.
5. Optionally restrict which catalogs or items the reward applies to.

When a customer redeems:

• They tap Redeemin the cart or Rewards page (no promo code needed — one is generated automatically).
• The discount applies to the cart.
• Points are deducted only when the order is paid.
• If they abandon the cart, no points are lost.

Members

View everyone enrolled in your program (enrollment happens automatically on first qualifying order).

Adjust points

Gift or remove points manually:

• Enter a positive number to add (e.g. 100 for a goodwill gesture).
• Enter a negative number to deduct (e.g. -50).
• Optional reason — stored in the audit ledger.

Every adjustment is recorded permanently.

Grant game plays

For campaigns with Manual grant onlytrigger, select a member, choose the campaign, and grant 1–20 plays. The customer uses them on the Rewards page.

What Your Customers See

When a guest creates an account, existing points merge automatically — nothing is lost.

Policies Worth Knowing

Refunds and cancellations

• Earned points on a refunded order are reversed proportionally.
• Spent pointson a cancelled order are returned to the customer's balance.

Multiple locations

• Program settings are organization-wide (one earn rate, one set of goals/games).
• Each location opts in separately.
• Under shared scope, one balance works at all participating locations.

Dine-in / shared tabs

Points go to the account that pays the tab— the user linked to the settling order.

Turning loyalty off

• Disabling the program or a location stops new earning and redemption.
• Existing balances are not deleted— re-enabling restores access.

Plan / add-on

If the loyalty add-on is removed from your subscription, earning and redemption stop, but balances are kept read-only until the add-on is restored.

Suggested Setup Checklist

1. Enable the loyalty add-on on your organization.
2. Open Loyalty → Program, set earn rate and scope, turn Active on, save.
3. Opt in this location (and repeat for each catalog from its Loyalty page).
4. Names & icon— match your brand (“stars”, logo, etc.).
5. Create 2–3 rewards in Promotions (Points redemption mode).
6. Optional: one Bonus rule (e.g. double points at lunch).
7. Optional: one Goal(e.g. “Spend €50 this month → 200 bonus points”).
8. Optional: a Gamewith mostly small point prizes and a few “no win” segments.
9. Review Members after your first week; use Adjust for VIP gestures or fixes.

Quick Reference — Default Behavior

If you turn loyalty on without changing defaults:

Adjust any of these in Program and Names & icon to fit your brand and margins.

For setup via chat, your admin agent can help configure the program when loyalty tools are enabled on your plan.