Loyalty Points & Tiers
Brother POS includes a built-in loyalty program that rewards customers for their purchases. Points are earned automatically on every sale with a customer attached, and customers progress through tiers as they spend more at your store. This page covers how the loyalty system works from the POS register perspective.
How Loyalty Points Work
Earning Points
When a customer is attached to a sale and the sale is completed, they automatically earn loyalty points. The number of points earned depends on two factors:
-
Points per dollar rate -- Set by your admin in store settings (default: 1 point per dollar spent). For example, if the rate is 1 point per dollar and the sale total is $47.50, the customer earns 48 points (rounded to the nearest whole number).
-
Tier multiplier -- Higher loyalty tiers earn points faster. For example, a Gold tier customer with a 1.5x multiplier earns 72 points on that same $47.50 sale instead of 48.
| Sale Total | Points Rate | Tier Multiplier | Points Earned |
|---|---|---|---|
| $47.50 | 1 pt/$1 | 1.0x (Bronze) | 48 |
| $47.50 | 1 pt/$1 | 1.25x (Silver) | 59 |
| $47.50 | 1 pt/$1 | 1.5x (Gold) | 71 |
| $47.50 | 1 pt/$1 | 2.0x (Platinum) | 95 |
Points are not added when products are scanned or when payment begins. They are awarded only after the sale is fully completed and the payment is processed. If a sale is voided, no points are earned.
Viewing Customer Loyalty Information
When a customer is attached to the current sale, their loyalty information is visible in the cart area:
Quick View (Cart Area)
- Customer name with their tier badge (e.g., "John Smith" with a Gold badge)
- Points balance -- The customer's current available points
- Tier name -- Their current loyalty tier (Bronze, Silver, Gold, Platinum, or a custom tier name)
Detailed View (Customer Panel)
Tap the customer's name to open the full customer panel, where you can see:
- Current points balance -- Total redeemable points
- Lifetime spend -- How much the customer has spent at your store in total
- Visit count -- Total number of completed sales
- Current tier and its benefits (discount percentage, points multiplier, free delivery, etc.)
- Available rewards -- Rewards the customer has enough points to redeem
- Whether they qualify for a tier upgrade -- A notification appears if the current purchase will push them to the next tier
- Recent Orders -- Shows recent sales with receipt numbers and item counts, not a separate loyalty transaction log
Understanding Loyalty Tiers
Loyalty tiers reward your best customers with escalating benefits. A typical tier structure looks like this:
| Tier | Level | Minimum Spend | Points Multiplier | Discount |
|---|---|---|---|---|
| Bronze | 0 | $0 | 1.0x | 0% |
| Silver | 1 | $500 | 1.25x | 2% |
| Gold | 2 | $1,500 | 1.5x | 5% |
| Platinum | 3 | $5,000 | 2.0x | 10% |
Your store admin configures the tier names, spending thresholds, multipliers, and discounts. The Bronze/Silver/Gold/Platinum names shown above are common defaults, but your store may use different names and values.
How Tier Upgrades Work
Tier upgrades happen automatically based on the customer's lifetime spend or visit count (whichever threshold they reach first, depending on your store's configuration):
- A customer makes a purchase that pushes their lifetime spend past a tier threshold.
- Brother POS checks all tiers and finds the highest tier the customer qualifies for.
- The customer is automatically upgraded to that tier.
- The upgrade takes effect immediately -- on the very next transaction (or the current one, if points are being earned).
Brother POS never automatically downgrades a customer's tier. Once a customer reaches Gold, they stay Gold even if they stop shopping for a while. This is a deliberate design choice to keep customers happy. Only an admin can manually change a customer's tier from the admin panel.
Tier Benefits at the POS
When a customer with a tier is attached to a sale, the following benefits are applied automatically:
- Discount percentage -- If the customer's tier includes a discount (e.g., Gold = 5% off), it is applied to the sale subtotal automatically. This appears as a "Loyalty Tier Discount" line item in the cart.
- Points multiplier -- The customer earns points at an accelerated rate (e.g., Gold = 1.5x points). You do not need to do anything -- this is calculated automatically when the sale is completed.
- Additional benefits -- Some tiers may include free delivery or early access to sales. These are informational and handled outside the POS workflow.
Redeeming Loyalty Rewards
Customers can spend their loyalty points on rewards during checkout. Rewards are configured by your admin and can include:
| Reward Type | Description | Example |
|---|---|---|
| Discount | Dollar amount or percentage off the sale | "$5 off" or "10% off" |
| Free Product | A specific product added to the sale at no charge | "Free pre-roll" |
| Store Credit | Points converted into store credit balance | "$10 store credit" |
Viewing Available Rewards at Checkout
- Attach the customer to the sale (if not already attached).
- Tap the customer info icon to open the Customer Details modal, which displays available rewards.
- You will see a list of available rewards -- these are rewards the customer has enough points to redeem. Rewards they cannot afford are not shown.
- The rewards list is display-only in the Customer Details modal -- it shows what the customer qualifies for, but redemption is handled through the admin panel or reward-specific workflows, not by tapping rewards directly in this view.
Reward Restrictions
Some rewards may have restrictions that prevent redemption:
- Minimum tier level -- The reward may only be available to customers at a certain tier or above (e.g., "Gold members only").
- Redemption limit -- The reward may have a maximum number of times it can be redeemed per customer (e.g., "Once per customer").
- Date restrictions -- The reward may only be valid during a specific date range.
- Insufficient points -- The customer does not have enough points for the reward.
If a reward is restricted, it simply will not appear in the available rewards list.
Points Display During Checkout
Throughout the checkout flow, the POS displays relevant loyalty information:
Before Payment
- Customer name and tier badge in the cart header
- Current points balance
- Tier discount applied (if applicable)
- Available rewards button (if the customer has redeemable rewards)
After Payment (Receipt)
- Points earned on this transaction
- New points balance
- Tier status (and a congratulatory note if the customer just upgraded)
Common Scenarios
Customer Asks "How Many Points Do I Have?"
- Attach the customer to a sale (or just search for them in the customer panel).
- Their points balance is displayed prominently in the customer details view.
Customer Wants to Know How Close They Are to the Next Tier
- Open the customer details panel.
- Look for the tier progress indicator. If the customer qualifies for an upgrade, a notification will be displayed.
- You can see their lifetime spend and compare it to the next tier's threshold. For example: "You've spent $1,200. Gold tier starts at $1,500 -- you're $300 away!"
Customer Claims They Should Have More Points
If a customer believes their points balance is wrong:
- Open the customer details panel and review their current points balance and recent orders.
- If there is a discrepancy, escalate to a manager or admin who can investigate and make a manual adjustment from the admin panel.
Loyalty Is Disabled for Your Store
If your admin has turned off the loyalty program, you will not see points, tiers, or rewards anywhere in the POS. Customers can still be attached to sales for purchase history and compliance tracking, but no points are earned or redeemed.
Troubleshooting
| Problem | Solution |
|---|---|
| Customer did not earn points on a sale | Verify the customer was attached to the sale before payment was completed. Points are only awarded for completed sales with a customer attached. |
| Points balance shows 0 for a regular customer | The loyalty program may have been recently enabled, or the customer's points may have been redeemed. Ask a manager to check the customer's history in the admin panel. |
| Tier discount not applying | Confirm the customer's tier has a discount percentage configured. Some tiers (like the base Bronze tier) may have 0% discount. |
| Reward button not visible | The customer may have no available rewards (not enough points, or no rewards configured). Check with your admin. |
| Customer earned fewer points than expected | Check the customer's tier multiplier. The base rate is set by the admin (default: 1 point per dollar). The tier multiplier increases this rate for higher tiers. |
What's Next?
- Store Credits -- Apply store credits at checkout.
- Customer Lookup -- Find customers at the POS.
- Loyalty Setup -- Admin guide to configuring the loyalty program.
- Loyalty Tiers -- Admin guide to configuring tier thresholds and benefits.
- Rewards -- Admin guide to creating and managing rewards.