Set up your loyalty program to reward repeat visits, encourage higher spend and give guests a reason to come back. Use this guide to set up your loyalty program rules, choose qualifying purchases and rewards and activate the program.
Before you start
Before you begin, decide which rule types fits your goal and what rewards you want to offer. If you haven't decided yet, see Choose the right loyalty rule for your goal.
If you're using progressive online checkouts, make sure online accounts are configured for your venue so guests can enroll easily, redeem and check their points and rewards progress.
Choose a rule type based on your goal
| Goal | Rule type | Example |
|---|---|---|
| Reward every visit and encourage spend on extras | Per $1 spent (a points-based rule) | A laser tag venue runs points on all purchases — guests build toward a $10 off reward over 5–8 visits. |
| Drive return visits over time | Cumulative spend (a spend-based rule) | A soft-play venue sets a $150 total spend threshold — families who visit weekly hit it in 4–6 visits. The count resets automatically after the reward unlocks. |
| Build a ritual around a specific product or products | Product purchase (quantity) (a product milestone rule) | A mini golf venue offers a free round after every 5 paid rounds — simple, visible and drives repeat bookings. The count resets automatically after the reward unlocks. |
Points are a flexible reward. When guests redeem them, they convert to a dollar discount at checkout. You set the point value to determine how much each point is worth — see Set point value below.
You can run multiple rules at the same time, but only one Per $1 spent rule (points-based) is allowed in each loyalty program.
For more help choosing a rule, see Choose the right loyalty rule for your goal.
Set up your program rules
From Venue Manager, go to Loyalty > Settings to open the Loyalty program settings page.
The Program rules section shows two preset rules — Every $1 spent (points-based) and Spend a total of $250 (spend-based) — ready to customize. Preset rules are inactive by default and won't start until you activate them.
Presets cover points-based and spend-based rules so most venues can go live without creating rules from scratch. To get started, edit the preset to update the default settings, then activate it.
If you want to run a product purchase rule, or prefer to configure a rule from scratch, select Add reward rule to create a new one.
Just starting out?
One option: activate the Every $1 spent preset and the Sign-up / Welcome bonus reward. This gives guests a reason to join and earns points on every purchase — a complete first program without building from scratch. Customize further once it's live. See other starter program options.
The sections below step you through configuring each rule type — whether you're editing a preset rule to suit your venue or creating a new one.
Per $1 spent rule (points-based)
You can set the earn rate, which determines how many points guests earn per dollar spent. To set how much each point is worth at checkout, see Set point value below.
You can only have one Per $1 spent rule (points-based) in a loyalty program.
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To edit the preset, select the options menu (3 dots) next to the rule, then select Edit reward rule.
To create a new rule, select Add reward rule, choose Per $1 spent, then select Next. The Edit rule details panel opens.
- Under Applies to, the default is All products (excl. gift cards). Cashless card, wallet and membership products are also excluded automatically. To limit qualifying products further, select Selected products, then choose the products to include.
- Under Reward, Points is the only reward type available for this rule. To change the earn rate (how many points guests earn per dollar spent), enter a new value. You'll set the point value to determine how much each point is worth at checkout once you activate the rule.
- (Optional) Select Set expiry for this reward. Under Expire unused rewards after, enter a value and select Months or Days from the drop-down. This overrides any program-level default reward expiry set. See Set reward expiry below.
- Select Apply.
- In the Program rules table, select the Active checkbox next to the rule.
- Set the Point value — a program-level setting that defines how much each point is worth as a dollar discount at checkout. This setting appears when Points is the reward and the rule is set to Active. See Set point value below.
- Select Save. Guests can now start earning points on qualifying product purchases.
Cumulative spend rule (spend-based)
Set the spend threshold guests need to reach and choose the reward they receive — points, a free product or a fixed amount discount.
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To edit the preset, select the options menu (3 dots) next to the rule, then select Edit reward rule.
To create a new rule, select Add reward rule, choose Cumulative spend, then select Next. The Edit rule details panel opens.
- Under Unlock reward after spending, review or enter the total spend amount required to unlock the reward.
- Under Applies to, the default is All products (excl. gift cards). Cashless card, wallet and membership products are also excluded automatically. To limit qualifying products further, select Selected products, then choose the products to include.
- Under Reward, the default is Fixed amount discount, set to $10 off. To change the value, enter a new amount. To use a different reward type, select Points or Free product.
- If you select Points as the reward, remember to set the point value to determine how much each point is worth when guests redeem them as a dollar discount at checkout — see Set point value below.
- (Optional) Select Set expiry for this reward. Under Expire unused rewards after, enter a value and select Months or Days from the drop-down. This overrides any program default. See Set reward expiry below.
- Select Apply.
- In the Program rules table, select the Active checkbox next to the rule.
- If you selected Points as the reward type, set the Point value — a program-level setting that defines how much each point is worth as a dollar discount at checkout. This setting appears when Points is selected as the reward and the rule is set to Active. See Set point value below.
- Select Save. Guests can now start earning toward the spend threshold.
Product purchase rule (product milestone)
Drive repeat visits for a specific product or products. This rule type is not available as a preset — select Add reward rule to create one.
- Select Add reward rule, choose Product purchase (quantity), then select Next. The Add rule details panel opens.
- Enter the number of purchases required, then select the product or products guests need to purchase from the drop-down.
- Under Reward, select Points, Free product or Fixed amount discount and configure the reward details.
- (Optional) Select Set expiry for this reward. Enter a value and select Months or Days from the drop-down. This overrides any program default. See Set reward expiry below.
- Select Apply.
- In the Program rules table, select the Active checkbox next to the rule.
- If you selected Points as the reward type, set the Point value — a program-level setting that defines how much each point is worth as a dollar discount at checkout. This setting appears when Points is selected as the reward and the rule is set to Active. See Set point value below.
- Select Save. Guests can now start earning toward the purchase target.
Set up bonus rewards
Bonus rewards are issued automatically when a guest hits a specific trigger. They run separately from your program rules and don't require a purchase to trigger. There is currently one type of bonus reward.
Sign-up / Welcome reward
Use the sign-up reward to give guests an immediate reason to join your program. The reward is issued automatically when a guest enrolls — once per guest, even if they leave and re-join the program.
The default reward is $10 off with a 30-day expiry. The rule is inactive until you activate it.
- From Venue Manager, go to Loyalty > Settings.
- Scroll to Bonus reward rules.
- Select the options menu (3 dots) next to the Sign-up / Welcome rule, then select Edit reward rule. The Edit rule details panel opens.
- For Reward, the default is Fixed amount discount, set to $10 off. To change the value, enter a new amount. To use a different reward type, select Points or Free product.
- Under Set expiry for this reward, the default is 30 days. To change it, enter a new value and select Months or Days from the drop-down. If no expiry is set here or at the program level, the reward won't expire.
- Select Apply.
- In the Bonus reward rules table, select the Active checkbox next to the rule
- If you selected Points as the reward, remember to set the Point value to determine how much each point is worth when guests redeem them as a dollar discount at checkout (see Set point value below for more info). This is set at the program level.
- Select Save. The reward is now issued automatically when guests enroll.
Set point value
The Point redemptions section appears on the Loyalty program settings page when you set at least one rule Active that uses points as the reward. The point value controls how much each redeemed point is worth as a dollar discount at checkout. This is a program-level rule.
- From Venue Manager, go to Loyalty > Settings.
- Scroll to Point redemptions.
- Under Point value, set how much one point is worth (eg 1 point = $0.01). This option only appears if you have set a rule that uses points as reward to Active.
- Select Save.
Setting the right point value
- A common starting point is 1 point = $0.01 (100 points = $1 off). This is low enough to feel achievable but requires meaningful spend before a reward is earned.
- A higher earn rate (eg 2 points per $1 or a higher point value) makes the program feel more generous and can drive faster enrolment — but reduces margin on rewards.
- Consider your average transaction value: a venue with a $15 average spend earns 15 points per visit at 1 point per $1. At 1 point = $0.01, a guest needs 7 visits to earn $1 off. Is that the right incentive for your venue?
- Start conservative and adjust — you can increase the point value later, but reducing it affects guests with existing balances.
Example
If you set 1 point = $0.01:
| Points | Calculation | Discount |
|---|---|---|
| 100 points | 100 × $0.01 | $1.00 off |
| 500 points | 500 × $0.01 | $5.00 off |
| 1,000 points | 1,000 × $0.01 | $10.00 off |
If you don't see the Point redemptions section, check that at least one rule with points as the reward has its Status set to Active.
Set reward expiry for the program (optional)
Set reward expiry to control how long unlocked rewards stay available before they expire. You can set a default expiry for the program, which applies to all rules that don't have their own expiry set, or override it in the individual rule settings where needed (see specific setup for each rule above).
- From Venue Manager, go to Loyalty > Settings.
- Scroll to Additional options.
- Select Set reward expiry for the program.
- Under Expire unused rewards after, enter a value and select Months from the drop-down.
- Select Save.
Prepare your loyalty terms and program rules
Before you activate loyalty, update your existing terms and conditions in Venue Manager so they reflect your loyalty program and make the rules clear to guests.
Your terms should cover:
- How guests join your loyalty program
- How loyalty works seamlessly in the background
- Redeem loyalty rewards at POS and online
- Any expiry, exclusions or limits that apply.
You can use the Loyalty terms and conditions sample as a starting point — add it directly to your terms in Venue Manager or host it on your website and link to it from there.
What happens after activation
Once a loyalty rule is active, guests can join in several ways — through an email invitation sent after a purchase, by self-enrolling at the online checkout, or automatically when they create an online account. When enabled, the order confirmation email also includes a loyalty join option.
After joining, guests earn points and progress toward milestones on qualifying purchases. Progress is counted when booking items are redeemed at POS or expire.
For more on how guests enroll, see How guests join your loyalty program.
Set your program up for success
Before guests start earning, take a few minutes to:
- Brief your front-of-house staff on how guests join, earn and redeem. Staff who understand the program can answer guest questions at POS and encourage sign-ups. See Redeem loyalty rewards at POS and online (early access) for a staff reference guide.
- Check your loyalty email templates are on-brand and that the invitation email is enabled in your order confirmation settings. See How loyalty emails work.
- Set a review date — plan to check enrolment rate and redemption rate two to four weeks after go-live to confirm the program is working as expected. See Measure the impact of your loyalty program with Analytics (early access).
Loyalty email templates
ROLLER sends automated emails to guests as they earn and progress through your loyalty program. You can customize these templates in Settings > Design > Email templates in Venue Manager.
The following loyalty email templates are available:
- Loyalty enrollment — sent to guests when they are enrolled in the program.
- Loyalty invitation — sent to guests when they are invited to join the program.
- Loyalty milestone progress — sent to guests to notify them of their progress toward the next loyalty milestone.
- Loyalty reward reminder — sent to guests to remind them to redeem their rewards before they expire.
To learn more, see the guide How loyalty emails work
Edit an existing rule
- Select the rule.
- Select Edit reward rule.
- Make changes and select Apply.
- Save the program page.
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
- 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
- Redeem loyalty rewards at POS and online — how staff apply rewards at POS and guests redeem rewards online
- 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 dashboards