Turn loyalty rewards into repeat visits with quick redemption at POS and a seamless self-serve experience online. When guests unlock loyalty rewards, staff can redeem them at POS during checkout — and guests can redeem online themselves. Use this guide to redeem loyalty rewards at POS and see how online redemption works.
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.”
How online redemption works
When guests book online, eligible rewards and points are applied automatically at checkout — as long as they're signed in to their online account using the same email address linked to their loyalty profile.
Guests can review any applied rewards or points on the checkout summary before completing their purchase. They can adjust the amount or remove a reward if they prefer not to use it.
No action is needed from staff for online redemption. The checkout handles it automatically.
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.
Learn more
- Get started with ROLLER Loyalty — overview of the program and what to set up first
- How loyalty works seamlessly in the background — how guests earn, progress and redeem rewards
- Choose the right loyalty rule for your goal — compare rule types and pick the best fit for your venue
- Set up loyalty rules and rewards in Venue Manager — configure rules, rewards and activate your program
- How guests join your loyalty program — enrollment methods and how staff can support sign-ups
- How loyalty emails work — automated emails guests receive throughout the loyalty lifecycle
- View and manage a guest's loyalty profile from Venue Manager — check balances, history and loyalty status
- Measure the impact of your loyalty program with Analytics — track performance with built-in loyalty reports