Loyalty and rewards

Kadenio gives your shop four ways to reward customers: loyalty points that customers earn automatically when they pay, customer tiers (levels such as Silver or Gold) based on how much they have spent, vouchers (discount codes) and gift cards (prepaid value the customer pays with later). Every change in points or gift-card value is tied to a paid sale, a refund or a recorded staff action, so balances can always be explained.

Who can use this

Task	Who
Open Loyalty and Rewards	Owner and Manager
Change the loyalty program and tiers; create and change vouchers	Owner, and Managers who have been given permission
Issue a gift card	Owner, and Managers with permission to take payment
Block a gift card	Owner, and Managers with permission to refund
Change how long gift cards are valid	Owner only
Use points, vouchers or gift cards at the till	Staff who can use POS

See Roles and permissions.

Before you start

• Every paid sale must have a customer. Points, tiers and rewards always belong to that customer.
• Products must have a product type (bicycle, part, accessory or service). Only lines for catalog products of an eligible type earn points or get reward discounts. Free-text lines never do.
• For reward emails, the customer needs an email address. See Communications and reminders.
• The loyalty program is switched off for a new shop. No points are given until the owner switches it on.

Key concepts

Concept	Meaning
Loyalty program	One per shop. It sets how many points customers earn, what a point is worth, the limits for spending points, which product types count, and optionally how long points last.
Membership	Created automatically the first time a customer earns or uses points. It tracks the customer's total qualifying spend and tier.
Points history	Every point earned, spent or reversed is recorded. The balance is the total of that history.
Tier	A customer level reached by total qualifying spend. New shops start with Bronze (from 0), Silver (from 500) and Gold (from 1,500), in your shop currency. A tier can make customers earn points faster.
Voucher	A discount code, either a fixed amount or a percentage, with optional dates, minimum spend, maximum discount and usage limits.
Gift card	Prepaid value for one customer, with a code, a balance and an expiry date. It is a way to pay, not a discount.

Program defaults

Setting	Default
Enable loyalty	Off
Points per 1 DKK	1
Value of 1 point	0.01 (1 øre)
Minimum points to redeem	100
Maximum checkout coverage (%)	50
Point validity (months)	Empty (No expiry)
Eligible sale lines	Bicycles, Parts, Accessories, Services

How to set up the loyalty program

1. Open Loyalty. The Loyalty tab is selected.
2. In Program settings, switch Enable loyalty on.
3. Enter Points per 1 DKK: the points earned for each whole krone of eligible spend. 0 means nothing is earned.
4. Enter Value of 1 point as an amount. For example 0.10 means one point is worth 10 øre at the till.
5. Enter Minimum points to redeem (at least 1) and Maximum checkout coverage (%) (1 to 100).
6. Optionally enter Point validity (months). Leave it empty if points should never expire.
7. Under Eligible sale lines, choose which product types count: Bicycles, Parts, Accessories, Services. Hover the info icon to read what each one means.
8. Select Save program. You see "Loyalty program settings updated."

The Program performance cards show Active members, Points outstanding, Points earned, Points redeemed and Qualifying spend for the whole shop.

How to manage customer tiers

1. Open Loyalty → Tiers.
2. To add a tier, fill in Tier name, Spend threshold (in your shop currency), Tier discount (%) and Points multiplier (%). 100% is normal; 200% earns double points. Select Add tier.
3. To change a tier, select the pencil icon, make your changes and select Update tier.
4. To remove a tier, select the bin icon. The tier is switched off, not deleted. A tier that customers currently have cannot be removed: "This tier is assigned to customers. Deactivate it instead."

Tier discount does not change prices

Tier discount (%) is saved with the tier but does not change checkout totals. Only the Points multiplier (%) has an effect.

How to create a voucher

1. Open Rewards → Vouchers and select Add voucher.
2. Enter the Voucher code, for example SPRING15. Codes are saved in capital letters without spaces and must be unique in your shop. The code cannot be changed later.
3. Enter a Voucher title.
4. Choose the Discount type: Fixed amount (enter Amount) or Percentage (enter Percent, up to 100). The type cannot be changed later.
5. Optionally set Minimum subtotal, Maximum discount, Total uses (optional) (empty means unlimited) and Uses per customer (default 1).
6. Optionally set Starts at (optional) and Expires at (optional). The expiry must be after the start.
7. Choose at least one of the Eligible sale lines.
8. Select Create voucher. You see "Voucher created."

How to change, switch off or delete a voucher

• Change: select the pencil icon, change the title, values, limits, dates or eligible lines, and select Save changes. You cannot set the usage limit lower than the number of times the voucher has already been used.
• Switch off or on: select Disable voucher or Enable voucher. A disabled voucher is refused at the till: "This voucher is inactive."
• Delete: select the bin icon and confirm Delete this voucher?. Only a voucher that has never been used can be deleted. A used voucher must be disabled instead, so the sales history stays complete.

How to issue a gift card

1. Take the customer's payment for the gift card first.
2. Open Rewards → Gift cards and select Issue gift card.
3. Choose the Customer, enter the Amount, and choose the Issue payment: how the customer paid you (for example cash or card). A gift card cannot be paid for with another gift card, and the method must be switched on in Settings → POS.
4. Select Issue gift card.
5. The dialog shows "Gift card code — copy it now; it will not be shown again." Select Copy code and give the code to the customer.

The code is shown only once

After you close the dialog, only the last four characters are visible. Make sure the customer has the full code before you close it.

How to set how long gift cards are valid

1. Open Rewards → Gift cards.
2. In Gift card settings, enter Validity (years) (1 to 10, default 3).
3. Select Save validity. New gift cards use the new period. Existing cards keep their expiry date.

How to block a gift card

1. In Rewards → Gift cards, select Block gift card on the card.
2. Confirm Block this gift card?. The card can no longer be used.

Only an active card that has never been used can be blocked: "Only an unused active gift card can be blocked."

How to use rewards at the till

1. In POS, add the items and choose the customer. The customer picker shows their available points and tier.
2. Open Rewards in the cart. Either enter a Voucher code and select Apply voucher, or enter Points to redeem and select Apply points. You can use a voucher or points on a sale, not both.
3. To pay with a gift card, choose Gift card in the payment dialog, enter the Gift card code and select Check balance before you confirm. If the card does not cover everything, add another payment method for the rest.
4. Confirm the payment.

See POS checkout for the full checkout.

How to look at history

• Rewards → History shows Voucher redemption history and Gift-card ledger history (the latest 200 entries each).
• Customers & bikes → (customer) → History & rewards shows the customer's points, tier, qualifying spend, points history, gift cards and voucher history.

Rules to know

Earning points

• Points are earned once, when a sale with a customer is paid, and only while the program is switched on.
• Only eligible lines count, after any discount. Value paid with points or a voucher does not earn points.
• The part of a sale paid with a gift card does not earn points.
• Points are given per whole krone. Spend below 1 krone earns nothing, and there are no half points.
• Selling a gift card never earns points.
• When a customer's total qualifying spend passes a tier's threshold, they move to that tier at that sale.

Spending points

• The customer must have at least Minimum points to redeem: "Redeem at least {n} points." and enough points: "The customer does not have enough points."
• The value of the points cannot be more than Maximum checkout coverage (%) of the eligible lines: "The selected points exceed the eligible checkout limit."
• Points are only taken from the customer when the sale is paid.

Vouchers

• A voucher works only while it is enabled and within its dates.
• The eligible lines must reach Minimum subtotal.
• A percentage discount is limited by Maximum discount and can never be more than the eligible lines.
• Total uses (optional) and Uses per customer are checked when the voucher is applied and again at payment.
• A voucher cannot be combined with points ("A sale can use either a voucher or loyalty points, not both.") or with a manual discount ("A voucher cannot be combined with a manual discount.").

Gift cards

• A card can be used in part or in full. The amount cannot be more than the balance. A card used down to zero is marked used up.
• A card past its expiry date is refused: "This gift card has expired."
• The card must be in your shop's currency.

What happens next

When	What happens
A sale with a customer is paid	Points are spent (if used), the voucher use is recorded (if used), gift-card value is taken (if used), and new points are earned. The customer's tier may go up.
A gift card is issued	A paid sale for the gift card amount is recorded, the card is created, and the customer gets a confirmation email with the code.
A gift card is used	The balance goes down and the customer gets a confirmation email.
A voucher is used	The use is recorded and the customer gets a confirmation email.
A gift card is blocked	The card can no longer be used.
A paid sale is fully refunded	Points earned on that sale are taken back (the tier may go down), points spent are given back, and gift-card value used is put back on the card. See Sales history and refunds.

Reward emails are sent only if Settings → Email → Gift card and voucher confirmations is on (default) and the customer has an email address. No consent is needed, because they confirm the customer's own purchase. They are in the shop's language.

Not available in this version

• Adding or removing points by hand.
• A rewards account where customers check their own points or balance.
• Sending a voucher to a particular customer by email.
• Referral programs and marketing campaigns.
• Tier discounts that change prices automatically.
• Gift cards in another currency.
• Refunding part of a sale.

Common questions / problems

Symptom	Cause	What to do
"The loyalty program is not active."	The program is switched off	Loyalty → Enable loyalty → Save program
"Redeem at least {n} points."	Fewer points than the minimum	Use more points, or lower Minimum points to redeem
"The selected points exceed the eligible checkout limit."	The points are worth more than the allowed share of the eligible lines	Use fewer points, or check the eligible product types
"This voucher has reached its usage limit."	Total or per-customer limit reached	Raise the limit in Edit voucher if appropriate
Voucher refused for minimum spend	The eligible lines are below Minimum subtotal	Add eligible items
"A gift card cannot pay for its own issuance."	Gift card chosen as the issue payment	Choose how the customer actually paid
"This payment method is not active for the shop."	The method is switched off	Switch it on in Settings → POS
"Only an unused active gift card can be blocked."	The card has been used or is not active	It cannot be blocked
"Gift card code was not found."	Typing error	Enter the code exactly as given, including the hyphens
Customer did not get a reward email	No email address, or confirmations switched off	Check the customer record and Settings → Email
Customer's points look lower than expected	Point validity (months) is set and older points have expired	Check the points history on the customer
Refunding a gift card sale did not cancel the card	The card itself is not changed by the refund	Block the card if it has not been used
"You do not have permission for this action."	You have no permission for this task	Ask the owner

Related pages

• POS checkout
• Sales history and refunds
• Customers and bicycles
• Reports and exports
• Communications and reminders
• Settings
• Glossary