Set up loyalty rules and rewards in Venue Manager (early access)

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.

Make sure online accounts are configured for your venue if you're using progressive online checkouts so guests can enroll easily, redeem and check their points and rewards progress.

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.

Choose a rule type based on your goal

• Use Per $1 spent — a points-based rule
  To make every purchase feel rewarded and encourage guests to add extras to their order. Guests earn points on every qualifying purchase that they can redeem at checkout. 
• Use Cumulative spend — a spend-based rule 
  To encourage guests to return and spend more over time. Guests earn a reward, points, a free product or a fixed amount discount, when their total spend across visits reaches the threshold you set. The balance resets automatically after the reward unlocks. 
• Use Product purchase (Quantity) — a product milestone rule
  To drive repeat visits for a specific product. Guests earn a reward you set, points, a free product or a fixed amount discount, after purchasing a product or products a set number of times. 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 only) is allowed in each loyalty program.

For more help choosing a rule, see Choose the right loyalty rule for your goal.Edit and activate a preset program rule

Go to loyalty program settings

From Venue Manager, go to Loyalty > Settings to open the Loyalty program settings page.

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.

If this rule already exists as a preset (Spend a total of $250), edit it directly rather than creating a new one.

1. To edit the preset, select the options menu 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.

2. Under Unlock reward after spending, review or enter the total spend amount required to unlock the reward.
3. Under Applies to, the default is All products (excl. gift cards). To limit eligible products, select Selected products, then choose the products to include.
4. 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.
5. 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.
6. (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.
7. Select Apply.
8. In the Program rules table, select the Active checkbox next to the rule, then 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.

1. Select Add reward rule, choose Product purchase (quantity), then select Next. The Add rule details panel opens.
2. Enter the number of purchases required, then select the product guests need to purchase from the dropdown.
3. Under Reward, select Points, Free product or Fixed amount discount and configure the reward details.
4. If you select Points, 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.
5. (Optional) Select Set expiry for this reward. Under Expire unused rewards after, enter a value and select Months or Days from the dropdown. This overrides any program default. See Set reward expiry below.
6. Select Apply.
7. In the Program rules table, select the Active checkbox next to the rule, then 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.

1. From Venue Manager, go to Loyalty > Settings.
2. Scroll to Bonus reward rules.
3. Select the options menu next to the Sign-up / Welcome rule, then select Edit reward rule. The Edit rule details panel opens.
4. 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.
5. If you select Points, 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.
6. 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 dropdown. If no expiry is set here or at the program level, the reward won't expire.
7. Select Apply.
8. In the Bonus reward rules table, select the Active checkbox next to the rule, then 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 at least one active rule uses points as the reward. Set the point value to control how much each redeemed point is worth as a dollar discount at checkout.

1. From Venue Manager, go to Loyalty > Settings. 
2. Scroll to Point redemptions. 
3. Under Point value, set how much one point is worth (eg 1 point = $0.01). 
4. Select Save.

Example

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).

1. From Venue Manager, go to Loyalty > Settings. 
2. Scroll to Additional options. 
3. Select Set reward expiry for the program. 
4. Under Expire unused rewards after, enter a value and select Months from the dropdown. 
5. Select Save.

What happens after activation

Once an active loyalty rule is in place:

1. Guests who are subscribed to the venue mailing list receive an email invitation to join after a purchase at POS, through the online checkout or Venue Manager. 

2. Guests select Accept & Join in the invitation email to accept the loyalty terms and conditions and are automatically enrolled in the program. They then receive a welcome email. 

3. Guests can also self-enroll after purchasing via the online checkout.

4. Guests are automatically enrolled when creating an online account.

5. When enabled in the order confirmation email template, guests can also join the loyalty program from the order confirmation email automatically sent after an online checkout purchase, or manually sent when the booking is made in Venue Manager. 

6. After joining, they can begin earning on qualifying purchases and unlock rewards when the loyalty rule conditions are met. 

7. Points and progress towards milestones are earned for qualifying purchases when guests redeem their booking items at POS or booking items expire.

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

1. Select the rule.
2. Select Edit reward rule.
3. Make changes and select Apply.
4. 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 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 reports