Rewards
Use this page to create the rewards customers can spend their loyalty points on — a discount, a free product or store credit.
Quick steps
- Go to Customers and click Loyalty. Scroll to Loyalty Rewards.
- Click Add Reward.
- Type a Reward Name (for example "$5 Off") and the Points Required.
- Tap a Reward Type tile: Discount, Free Product or Store Credit, then fill in the amount or pick the product.
- If you like, open Advanced Settings (Optional) to set a Redemption Limit (per customer) or Valid From / Valid Until dates.
- Leave Active (visible to customers) ticked and click Create. Cashiers can now redeem it at the register.
Common questions
The free product reward didn't take anything off. The item has to be in the cart. Ring the product up as normal, then apply the reward. If it isn't in the cart, nothing comes off and no points are spent.
When are the points taken off? When the sale is completed, not when the reward is tapped. If the sale is cancelled, the points aren't spent.
Can a customer spend points without a reward? Yes. At the register they can put any number of points toward the bill at their cash value. That's set by Cash value per point ($) in Loyalty Program Setup.
Should I delete or switch off an old reward? Switch it off (untick Active) if you might bring it back. Deleting can't be undone.
Can I limit a reward to Gold customers only? Not from the form — rewards are open to every tier. Contact BrotherPOS support if you need that.
More detail: the three reward types
Rewards give customers something tangible to spend their loyalty points on. You configure the available rewards, their point costs, and any restrictions. Cashiers then redeem these rewards for customers during checkout at the POS register. This page covers how to create, edit, and manage rewards from the admin panel.
Reward Types
Brother POS supports three types of loyalty rewards:
| Type | How It Works | Example |
|---|---|---|
| Discount | A dollar amount or percentage off the sale total | "$5 off your purchase" or "10% off your purchase" |
| Free Product | One unit of a specific product comes off the bill, so the customer pays nothing for it | "Free pre-roll with 500 points" |
| Store Credit | Spends the points and adds the reward's dollar amount to the customer's store credit balance automatically | "Earn $10 store credit for 1,000 points" |
All three types are offered on the reward form as tiles you tap to choose. Each has its own configuration options and behaves differently at the POS.
Alongside these rewards, a cashier can let a customer put any number of points toward the bill at their cash value — no reward record needed. That is controlled by the Cash value per point ($) setting rather than by anything on this page. See Loyalty Program Setup.
The rewards on this page are loyalty rewards — customers spend their loyalty points to redeem them. They are separate from Manual Rewards, which are clerk-issued comps and prizes (a free product given out for a physical game spin or a one-off giveaway) that cost no points. Manual Rewards have their own tab in the Promo Games section. See Promo Games (Manual Rewards).
More detail: viewing and creating rewards, field by field
Viewing Existing Rewards
- Go to Customers and click the Loyalty button (it appears when loyalty is enabled). This opens the Loyalty Program dashboard.
- Scroll to the Loyalty Rewards list.
Each reward in the list shows:
- Type icon indicating the reward type
- Name (with an "Inactive" badge if the reward is not active)
- What it gives (for example a dollar or percentage off, "Free Pre-Roll", or an amount of store credit), plus a tier level note if the reward is limited to a tier
- Points required to redeem
- Edit and Delete icons
Creating a New Reward
Step-by-Step
- On the Loyalty Program dashboard, click Add Reward in the Loyalty Rewards list.
- Fill in the reward details:
Common Fields (All Reward Types)
| Field | Required | Description |
|---|---|---|
| Reward Name | Yes | Display name. Keep it short and descriptive. Examples: "$5 Off", "Free Coffee", "10% Discount" |
| Points Required | Yes | Number of points the customer must spend. Must be greater than 0. |
| Description (Optional) | No | Additional details about the reward. |
| Reward Type | Yes | Tap a tile: Discount, Free Product, or Store Credit |
| Active (visible to customers) | — | Whether the reward can be redeemed. |
Under Advanced Settings (Optional):
| Field | Required | Description |
|---|---|---|
| Redemption Limit (per customer) | No | Maximum times a single customer can redeem this reward. Leave blank for unlimited. |
| Valid From | No | Start date for the reward. Leave blank to make it available immediately. |
| Valid Until | No | End date for the reward. Leave blank for no expiration. |
- Click Create.
Discount Reward Fields
| Field | Required | Description |
|---|---|---|
| Discount Type | Yes | Choose Percentage (%) or Dollar Amount ($) |
| Discount Percentage | If percentage | Percentage discount (e.g., 10%). Maximum 100%. |
| Discount Amount | If dollar amount | Fixed dollar discount (e.g., $5.00). It never takes off more than the order is worth. |
A dollar amount provides a fixed discount regardless of the sale size. A percentage scales with the sale total.
Use a dollar amount for low-point-cost rewards where you want predictable costs (e.g., "$5 off for 500 points"). Use a percentage for higher-cost rewards where the discount should scale with spending (e.g., "10% off for 1,000 points").
Free Product Reward Fields
| Field | Required | Description |
|---|---|---|
| Select Free Product | Yes | The product the customer gets for free. The dropdown lists every active product in your catalog. |
You do not need to set anything up on the product first, and you do not need a special "giveaway" copy of it. Pick the ordinary product you sell.
Here is what happens at the register: the cashier rings the item up as normal, then applies the reward, and the reward takes one unit off the total. The item stays a completely normal product — same stock (it is still deducted), same price for everyone else, same behaviour on returns.
A free-product reward can only take something off the bill if that something is on the bill. If the cashier applies the reward without the item in the cart, nothing comes off and no points are spent — the customer's balance is untouched. At the register the reward reads "Free [product name]" and shows "Add it to the cart to redeem" until the item is scanned in.
If your catalog is empty, the dropdown says so and tells you to add a product first.
Store Credit Reward Fields
| Field | Required | Description |
|---|---|---|
| Store Credit Amount ($) | Yes | Dollar amount of store credit the reward is worth (e.g., $10.00). Must be greater than 0. |
When a store credit reward is redeemed at the register, the customer's points are spent and the reward's amount goes straight onto their store credit balance when the sale completes. Nobody has to add it by hand. It shows in their store credit history as "Loyalty reward: [reward name]" and is ready for their next purchase. See Store Credits Admin.
If that sale is later voided, the customer gets their points back and the reward's credit is taken back off their balance. If they've already spent some of the credit, only what's left is taken back.
More detail: example rewards
Example Rewards
Here is a sample set of rewards for a typical loyalty program with a 1-point-per-dollar earning rate:
| Reward Name | Type | Points | Value |
|---|---|---|---|
| $2 Off | Discount | 200 | $2.00 off |
| $5 Off | Discount | 500 | $5.00 off |
| Free Lighter | Free Product | 300 | 1x Lighter |
| 10% Off | Discount | 1,000 | 10% off |
| $15 Store Credit | Store Credit | 1,500 | $15.00 credit |
| 20% Off | Discount | 2,500 | 20% off |
| $50 Off | Discount | 5,000 | $50.00 off |
In this example, the points-to-value ratio is roughly 100 points = $1 in rewards. This means customers get about 1% back on their spending through the lower-cost rewards. Adjust these numbers to match your margin goals.
More detail: editing, dates, limits and shared stores
Editing a Reward
- On the Loyalty Program dashboard, click the Edit icon beside the reward.
- Modify any of the fields described above.
- Click Update.
Important Considerations
- Changing points required — Only affects future redemptions. Past redemptions keep their original point cost.
- Changing the discount amount or percentage — Only affects future redemptions. Sales where the reward was already redeemed are not recalculated.
- Changing the product (for free product rewards) — Only affects future redemptions.
- Deactivating a reward — Immediately prevents further redemptions. Customers who already redeemed it are not affected.
Controlling Availability
Date-Based Availability
Use the Valid From and Valid Until fields to create time-limited rewards:
- Seasonal rewards: Set a valid date range for a holiday special (e.g., Dec 20 - Dec 26).
- Limited-time offers: Create urgency with rewards that expire.
- Upcoming rewards: Announce future rewards by creating them with a future Valid From date.
Rewards outside their valid date range do not appear in the available rewards list at the POS.
Tier-Restricted Rewards
The reward form does not have a tier restriction setting, so rewards you create are open to every tier. Contact Brother POS support if you need a reward limited to higher tiers.
Per-Customer Redemption Limits
Use the Redemption Limit (per customer) field to restrict how many times a single customer can use a reward:
- Leave blank — Unlimited redemptions (customer can use it as many times as they have points).
- Set to 1 — One-time reward per customer (good for welcome bonuses or milestone rewards).
- Set to 5 — Each customer can redeem up to 5 times.
The system tracks redemptions per customer per reward and enforces the limit automatically. If your stores share customers, redemptions at every sharing store count toward the limit, so a "once per customer" reward can be redeemed once in total.
If Your Stores Share Customers
Stores that share customers run one loyalty program, so they have the same rewards. Adding, editing, switching off or deleting a reward at one store does the same at all of them. The rewards pages say "This store shares its loyalty program with [stores] — changes here apply there too."
A Free Product reward gives each store's own copy of the product, found by the same SKU (or the same barcode if no SKU matches). At a store that doesn't carry that product, the reward is switched off. Give the product the same SKU at every store so the reward works everywhere. If a store starts carrying the product later, open the reward at any store and click Update to switch it on there.
More detail: how redemption works at the register
How Redemption Works at the POS
When a cashier opens the rewards list for a customer at checkout:
- Brother POS checks all active rewards.
- For each reward, it verifies:
- Is the reward active and within its valid date range?
- Does the customer have enough points?
- Does the customer meet any tier requirement?
- Has the customer reached their redemption limit?
- Only rewards that pass all checks appear as available.
- The cashier taps a reward to redeem it.
- The reward benefit is applied to the sale straight away.
- The points come off the customer's balance when the sale is completed, not when the reward is tapped. If the sale is cancelled, the points are never spent.
- If the points can't be taken when the sale completes (for example, the customer spent them at another register a moment earlier), the sale isn't saved and the register shows a message starting "Couldn't redeem" with the reward's name. The cashier removes the reward and completes the sale again, so a reward is never given without its points.
For full details on the POS redemption flow, see Loyalty Points & Tiers (POS).
More detail: switching off or deleting a reward
Deactivating and Deleting Rewards
Deactivating
To temporarily remove a reward from availability:
- Edit the reward.
- Uncheck Active (visible to customers).
- Click Update.
The reward disappears from the POS rewards list but is kept in the system. Past redemptions are unaffected. You can reactivate it at any time.
Deleting
Click the Delete icon beside the reward on the Loyalty Program dashboard and confirm. The reward disappears from the dashboard and the POS. Customers' past redemptions of it stay in their loyalty history.
Deleting a reward can't be undone from the admin panel. If you might offer the reward again later, deactivate it instead.
More detail: tracking rewards and best practices
Monitoring Reward Performance
To understand how your rewards program is performing:
- Check redemption totals — The Loyalty Program dashboard shows Total Redemptions, Points Redeemed and a Recent Redemptions list.
- Review loyalty transactions — Customer profiles show a history of point earns and redemptions.
- Watch for popular rewards — If one reward is redeemed far more often than others, consider creating similar rewards at different point levels.
- Monitor point accumulation — If customers are hoarding points without redeeming, your rewards may be priced too high or not appealing enough.
Best Practices
- Offer rewards at multiple price points. Have a low-cost reward (200-300 points) that new customers can reach quickly, a mid-range reward (500-1,000 points), and a premium reward (2,000+ points) for loyal customers.
- Include at least one discount reward. Discounts are the most universally appealing reward type. Free products are great for cannabis stores with accessories.
- Review and refresh regularly. Stale rewards lose their appeal. Rotate seasonal rewards and introduce new options periodically.
- Set reasonable point costs. If it takes a customer 6 months of regular shopping to earn their first reward, they may lose interest. Aim for the first reward to be achievable within 3-5 visits.
- Test the cashier experience. Redeem a reward yourself to make sure the flow is smooth and the reward description is clear to your staff.
What's Next?
- Loyalty Setup — Enable the loyalty program and set the points rate.
- Loyalty Tiers — Configure tier thresholds and benefits.
- Store Credits Admin — Manage customer store credit balances, including credit from rewards and returns.
- Customer Management — View and manage customer accounts.
- Promo Games (Manual Rewards) — Clerk-issued comps and prizes that cost no points.