Loyalty points

AirQR loyalty rewards guests with points on every paid bill, which they can spend on a later visit. There's no app or card: guests are recognised by their phone number. Owners and managers set it up under Growth → Loyalty. Cashiers and managers apply points on bills. Loyalty is included in the Growth plan and above, and in the free trial.

Turning loyalty on and setting the earn rate

Loyalty has one on/off: the Loyalty & rewards module. While it's on, guests earn and use points. To turn it on or off, go to Settings → Modules (see Modules). When you first turn it on, the setup checklist asks you to "Set how guests earn and use points".

1. Make sure the Loyalty & rewards module is on in Settings → Modules.
2. Go to Loyalty. The rules are in the Earning and redeeming section.
3. Set Points earned and …for every (for example 5 points for every ₹100).
4. Set One point is worth (for example ₹0.25).
5. Click Save.

A box below shows what guests get back, for example "Guests get back 1.3% of what they spend", with a worked example. It turns yellow above 10%. Most restaurants keep it between 2% and 10%. AirQR won't save a rate above 25% of spend.

The default settings are 5 points per ₹100, 1 point = ₹0.25, minimum 100 points to redeem, up to 20% of a bill, a 50-point welcome bonus, a 200-point birthday bonus and expiry after 365 days.

How guests earn points

Points are added when a bill with the guest's phone number is paid and closed. They're worked out on the bill total without tips, delivery fees and packaging charges. A guest's phone number gets onto the bill when they enter it on a QR or online order, or when staff add it on the check (Loyalty → Guest's phone → Add).

• Welcome bonus: extra points on the guest's first paid bill.
• Birthday bonus: extra points on a visit within a week of their birthday, once a year. The guest needs a birthday on their profile.

If an order is cancelled, points the guest spent on it are returned.

Points when a bill is refunded

When an owner or manager records a refund on a settled bill (see Payments and refunds), the guest's points follow the money:

• Points earned on the bill are taken back in proportion to the refund: refund amount ÷ what was paid, rounded down. A full refund takes back all of them; a ₹500 refund on a ₹1,000 bill that earned 25 points takes back 12. Several part refunds add up to exactly what one full refund would take.
• Points the guest used on the bill are given back, in the same proportion (all of them on a full refund).
• Welcome and birthday bonuses stay with the guest.
• The balance never goes below zero. If the guest has already spent the points, AirQR takes what they have and notes the rest as already used (the guest doesn't owe it).
• The refund window shows what will happen before you record it, for example "Guest loses 42 points".
• The guest's lifetime spend goes down by the refund, and a bill refunded in full no longer counts as a visit.

The movements show as Refund: points taken back and Refund: redeemed points returned in the guest's history, under the refund on the order page, and in the data export (with the refund ID). Refunds on a check that's still open don't touch points: points are only added when a bill closes.

Redeeming points at the counter (POS)

1. Open the guest's check (from Orders or the POS).
2. In the Loyalty box, if no guest is linked, type the Guest's phone and tap Add.
3. The box shows their points and what they're worth. Enter how many points to use and tap Use points.

The rules:

• Minimum points to redeem: guests need at least this many points.
• Max share of a bill: points can pay for at most this percentage of the bill, after offers.
• Points can be used once per bill.

If the guest can't redeem yet, you'll see "Needs … + points · up to …% of the bill." Owners, managers and cashiers can apply points.

Letting guests redeem points themselves

Switch on Let guests redeem points themselves to show a Use my points option in the cart on QR and online orders. Be careful: there's no OTP check yet, so anyone who knows a guest's phone number could use their points. Leave it off to redeem at the counter only.

Points expiry

Points expire after sets how many days points stay valid (at least 30). Leave it empty for Never. Each batch of points is stamped with its expiry date when it's earned. Changing the setting only affects points earned afterwards.

The Loyalty page: members, activity and the points ledger

The top of Loyalty shows:

• Members with points and Points outstanding (with their total value).
• Issued · 30 days and Redeemed · 30 days (with how many guests redeemed).

Top members lists the guests with the most points. Recent activity is the latest points movements: Earned, Redeemed, Welcome bonus, Birthday bonus, Adjusted, Expired, Returned and Refund: points taken back. Click a name to open their profile, which shows their balance and their last few movements.

Adding or removing points by hand

Use this for goodwill (a delayed order) or to fix a mistake.

1. Open the guest in Guests.
2. In the Loyalty box, enter the points (for example +50, or -50 to remove).
3. Type a Reason. It's required.
4. Click Update points.

The change shows in their history with your reason, and it's logged. You can't take away more points than the guest has. Owners and managers can adjust points.

Troubleshooting loyalty

• A guest didn't get points. No phone number was on the bill, the bill isn't closed yet, or the Loyalty & rewards module was off.
• A guest's points went down after a refund. Points earned on a refunded bill are taken back in proportion to the refund. See "Points when a bill is refunded" above.
• "Add the guest's phone number to this check first." Link the guest with Guest's phone → Add, then use points.
• "Minimum … points, up to …% of the bill." The guest has too few points, or asked for more than the bill allows.
• "Points are already applied to this check." Points can be used once per bill.
• No Loyalty box on the check, or no Loyalty page in your dashboard. The Loyalty & rewards module is off. Turn it on in Settings → Modules.
• "That's …% back on every bill." Lower the points or point value to 25% or less.
• Loyalty is missing from the menu, or shows a lock or "This module is off". The Loyalty & rewards module is off (owners turn it on in Settings → Modules), or it isn't in your plan (Growth and above, or an add-on). See I can't see a page or a menu item.

To send guests with unused points a reminder, see Campaigns on WhatsApp.