--- id: "loyalty-points" lang: "en" title: "Loyalty points: earning, tiers and balances" summary: "Customers on file earn points on every sale, on its value after discounts and without VAT. Tiers raise the rate for your best customers." area: "Customers & loyalty" kind: "task" url: "https://zeropos.shop/help/loyalty-points" alternate: "https://zeropos.shop/help/loyalty-points?lang=es" markdown: "https://zeropos.shop/help/md/en/loyalty-points.md" screens: ["/backoffice/settings/loyalty","/backoffice/customers/[id]"] where_to_find: ["MANAGE › Settings › Loyalty and store credit","BACKOFFICE › Customers"] related: ["customer-file","customer-credit","take-payment","refund-a-sale","find-a-customer"] updated: "2026-10-16" --- # Loyalty points: earning, tiers and balances Customers on file earn points on every sale, on its value after discounts and without VAT. Tiers raise the rate for your best customers. Points are off until the owner turns them on in [MANAGE › Settings › Loyalty and store credit](https://app.zeropos.shop/backoffice/settings/loyalty). From then on, every sale to a customer on file earns points, and the customer's file shows the balance and the tier. For rewarding regulars. Money the shop owes a customer is store credit, not points: [Store credit](https://zeropos.shop/help/customer-credit). Where to find it: MANAGE › Settings › Loyalty and store credit; BACKOFFICE › Customers. ## Before you start - Setting up the programme is for owners and administrators by default; managers see the settings without changing them. - Only a sale with a customer on it earns points: [Find a customer](https://zeropos.shop/help/find-a-customer). ## Steps ### Set up the programme 1. Open [MANAGE › Settings › Loyalty and store credit](https://app.zeropos.shop/backoffice/settings/loyalty) and switch on **Enable loyalty points**. 2. Type the **Points per currency unit**: 1 gives one point for every whole unit of your currency. - 0.5 gives one point for every two units. 3. Optional: under **Tiers**, tap **Add tier** and fill in **Key**, **Label**, **Min loyalty spend** and **Multiplier**. - The customer's file shows the tier's **Label**, such as Gold members, or its **Key** when the label is blank. 4. If managers will redeem points by hand, set **Redemption value (currency per point)** and **Minimum redemption (points)**. 5. Tap **Save**. ### See a customer's points 6. Open the customer's file from [BACKOFFICE › Customers](https://app.zeropos.shop/backoffice/customers). 7. Open the **Loyalty** tab: **Loyalty points** is the balance and **Tier** the tier they have reached. 8. Read **Ledger** for each movement, such as **Points earned** or **Points redeemed**, in your own language. - A note someone typed shows as they typed it; the notes the app writes itself follow your language. - **Loyalty spend**, the total behind the tier, shows only to roles allowed to see what customers spend. It is not the **Lifetime spend** at the top of the file: it leaves out VAT, discounts and refunds, and counts only sales made while points were on. ### Redeem points by hand 9. On the **Loyalty** tab, type the number of points under **Redeem loyalty points (manual)**. 10. Check the line below the box: what one point is worth and the minimum to redeem, when the owner has set them. 11. Tap **Redeem**: the points come off the balance and appear in **Ledger**. - **Redeem** waits until the points typed reach the minimum. When the customer doesn't have enough yet, the line below the box says how many they have. 12. Give the customer the value the way the owner has decided: the till doesn't take points off a sale. ## What happens next - From then on, every sale to a customer on file earns points. Sales made before the programme was on earn none. - Changing the rate or the tiers counts for new sales only; points already earned stay as they are. - Points don't move money: nothing changes in the drawer, the day close or the books, and commission is not affected. ## How points are worked out A sale earns on its value after any discount, without VAT, whichever way it was paid. Points are rounded down to whole points. The tier multiplies them. The tier comes from the customer's **Loyalty spend**, counted the same way, and a sale that takes them over a threshold already earns at the new tier's rate. A layaway earns its points when the last payment is taken. A sale with no customer on it earns none. ## When points come off A refund takes back the points earned on the part refunded, and cancelling a sale takes back all of them; the **Loyalty spend** goes down with them. Editing a sale takes its points off and adds what the edited sale earns ([Edit an invoice](https://zeropos.shop/help/edit-an-invoice)). Otherwise points stay on the file until a manager redeems them. ## Common questions ### Can a customer pay with points at the till? No. A manager redeems them on the customer's file, and the shop gives the value as the owner decides. Store credit is different: it is spent at the till like money ([Store credit](https://zeropos.shop/help/customer-credit)). ### Why didn't a sale earn points? It had no customer on it, the programme was off when it was rung up, or it is a layaway still being paid. ### Why can't I tap Redeem? The line under the box says why: the points typed are below the shop's minimum, the customer doesn't have that many yet, or loyalty points are switched off. Typing more than the balance redeems the whole balance. ### Do points expire? No. Points stay on the customer's file until a manager redeems them. ### What happens to points when two files are merged? They are added together on the file you keep, and the tier is worked out again from the combined spend ([The customer file](https://zeropos.shop/help/customer-file#merge)). ## Good to know - Points only count with a customer on the sale: ask for a name at the till, even for one lipstick. ## Related guides - [The customer file](https://zeropos.shop/help/md/en/customer-file.md) - [Store credit](https://zeropos.shop/help/md/en/customer-credit.md) - [Take payment at the till](https://zeropos.shop/help/md/en/take-payment.md) - [Refund a sale](https://zeropos.shop/help/md/en/refund-a-sale.md) - [Find a customer](https://zeropos.shop/help/md/en/find-a-customer.md)