When guests unlock loyalty rewards, staff can redeem them at POS during checkout. Use this guide to identify loyalty guests, check available points and rewards, and apply them correctly to qualifying purchases.
How reward redemption works at POS
Guests can redeem loyalty rewards at POS when those rewards are unlocked and the items in the cart qualify.
Depending on the loyalty rules set up for your venue, guests may be able to redeem:
- Points as a fixed discount.
- A fixed discount reward.
- A free product reward.
At checkout, staff can view the guest’s available points and rewards, then apply any qualifying reward before completing payment.
Recognize a loyalty guest
When making a sale at POS, add the guest as the booking holder to check whether they have any loyalty points or rewards available.
- After adding items to the cart, select Add booking holder at the top of the cart.
- Look for the loyalty banner.
- Select View rewards to open the guest’s loyalty summary.
The panel shows:
- Available points
- Available rewards
- Upcoming rewards
Redeem available points
Points are one type of loyalty reward guests can redeem at POS.
If the guest has available points to redeem:
- Confirm they want to redeem their points.
- Let them know the discount value available.
- Ask whether they want to redeem the full amount or a custom amount.
- If they choose a custom amount, select Custom amount and enter the value.
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Select the checkbox to redeem points, then select Apply.
- Confirm the adjusted total.
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Complete the sale.
Redeem available rewards
In beta, guests can redeem two types of rewards at POS: fixed discount rewards and free product rewards.
If the guest has an available reward:
- Confirm they want to use it for the items in the cart.
- Select the reward.
- Select Apply.
- Confirm the updated total.
- Complete the payment.
If the reward is for a free product, add the eligible product to the cart before applying it.
If multiple items are in the cart, a fixed discount reward is applied proportionally across eligible items.
If a free product reward is available, offer it clearly. For example: “You’ve unlocked a free pass today.”
Redeem a free product reward
- Add the product to the cart. You cannot redeem it if it is not added to the cart.
- Select View rewards.
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Select the reward, then apply it.
- Confirm the discount has been applied (the item has a $0 cost).
- Complete the payment.
What to say to guests
Keep it short and positive.
- “You’ve unlocked a reward — would you like to use it today?”
- “You’re close to your next reward.”
- “This visit counts toward your next reward.”
Key things to remember
- Guests can only redeem rewards that are unlocked, meaning the guest has already met the loyalty requirements and the reward is available to use.
- Rewards apply only to eligible products. If an eligible product is not already in the cart, add it before applying the reward.
- Free product rewards apply to the cheapest eligible variation in the cart. If there is only one variation in the cart, such as Adult, the reward applies to that variation.
- Once a reward is redeemed, it is removed from the guest’s available balance.
- Guests continue earning toward future rewards on eligible purchases.