Loyalty Rewards at Checkout

Cashier Manager Admin

Brother POS includes a built-in loyalty program that lets customers earn points on purchases and redeem them for discounts. This guide explains how loyalty works from the cashier's perspective at the register.

Overview

The loyalty system has three main components at checkout:

1. Points earned -- customers accumulate points based on how much they spend.
2. Tier discounts -- customers in higher loyalty tiers get automatic discounts on every purchase.
3. Reward redemption -- customers can spend their points on available rewards (discounts).

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Loyalty features only activate when a customer is attached to the sale. Without a customer, no points are earned and no loyalty discounts apply.

Attaching a Customer

Before loyalty can take effect, you need to attach a customer to the sale:

1. Tap the customer search area at the top of the cart pane.
2. Search by name, phone number, email, or customer code.
3. Select the customer from the results.
4. Alternatively, scan the customer's loyalty card or code (format C10001) with the barcode scanner.

Once a customer is attached, their name appears at the top of the cart, and the loyalty system activates for this sale.

Points Balance Display

When a customer is attached and they have loyalty points, their points balance appears in the discount modal. The balance is fetched from the server in real time (or from local cache when offline).

Viewing Points

1. Attach a customer to the sale.
2. Tap the Discount button.
3. The Loyalty Rewards section appears at the top of the discount modal, showing:
   • The customer's current points balance (e.g., "450 points")
   • Available rewards they can redeem

Earning Points

Customers earn loyalty points automatically when a sale is completed with them attached. The points-per-dollar rate is configured by the admin (e.g., 1 point per $1 spent).

How Points Are Earned

• Points are calculated based on the sale total after discounts and before tax.
• Points are awarded when the sale is completed (payment processed).
• The customer does not need to do anything -- points are added to their account automatically.
• Points appear on the customer's profile and are available for future redemption.

tip

Let the customer know how many points they earned at the end of the transaction. This encourages return visits and builds engagement with the loyalty program.

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Loyalty point information does not appear on printed receipts. If you want to inform customers of their points earned, check their balance in the customer details or discount modal.

Tier Discounts (Automatic)

Loyalty tiers provide automatic discounts to qualifying customers. Tiers are based on lifetime spending or points thresholds set by the admin (e.g., Silver at 500 points, Gold at 2000 points).

How Tier Discounts Work

1. When a customer in a loyalty tier is attached to the sale, the system checks their tier.
2. If the tier has an associated discount (e.g., Gold tier = 5% off), it is applied automatically to the order.
3. The discount appears in the cart totals as a Loyalty Tier Discount line, showing:
   • The tier name (e.g., "Gold")
   • The discount amount

Tier Discount in Cart Totals

The tier discount appears as a separate line in the totals breakdown:

Line	Example
Subtotal	$100.00
Loyalty Tier Discount (Gold)	-$5.00
Tax (13% HST)	$12.35
Total	$107.35

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Tier discounts are automatic and cannot be removed by the cashier. They apply whenever a qualifying customer is attached to the sale. If you detach the customer, the tier discount is removed.

Tier Discount Stacking

Tier discounts stack with other discounts:

• Tier discount + order discount: both apply
• Tier discount + item discount: both apply
• Tier discount + freebie campaign: both apply
• Tier discount + loyalty reward redemption: both apply

This means a Gold tier customer can get their 5% tier discount AND redeem a loyalty reward on the same purchase.

Redeeming Loyalty Rewards

Loyalty rewards are predefined discount options that customers can "purchase" with their points.

Available Rewards

Rewards are configured by the admin and might include:

Reward	Points Required	Discount
$5 Off Your Purchase	100 points	$5.00 off
10% Off Entire Order	200 points	10% off
$25 Off Premium Purchase	500 points	$25.00 off

Redeeming a Reward

1. Attach the customer to the sale.
2. Tap the Discount button.
3. The Loyalty Rewards section at the top of the discount modal shows available rewards.
4. Each reward displays:
   • Reward name (e.g., "$5 Off Your Purchase")
   • Description (if provided)
   • Points required (e.g., "100 pts")
5. Tap a reward to redeem it.
6. The reward's discount is immediately applied to the order.
7. The modal closes.

What Happens When a Reward Is Redeemed

• The reward's discount (dollar or percentage) is applied as an order discount.
• The points required are deducted from the customer's balance when the sale completes.
• The reward redemption is recorded in the sale details and on the receipt.

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Points are deducted when the sale is completed, not when the reward is selected. If the sale is cancelled or voided, the points are not deducted.

Reward Eligibility

A reward only appears in the list if:

• The customer has enough points to cover the cost.
• The reward is active (not expired or disabled by admin).
• The reward's tier requirements are met (some rewards are restricted to specific tiers).

If a customer does not have enough points for any reward, the loyalty rewards section does not appear.

Combining Loyalty with Other Discounts

You can navigate between loyalty rewards and other discount options in the modal:

• After viewing loyalty rewards, tap "or select another discount below" to access manual discounts and sale campaigns.
• From the manual discount view, tap "Back to loyalty rewards" to return to the rewards list.

Choosing Between Options

Consider which option gives the customer the best value:

• A tier discount is automatic and does not cost points.
• A loyalty reward costs points but may offer a larger discount.
• A sale campaign costs nothing and may be more generous than available rewards.
• A manual discount is fully flexible but requires appropriate permissions.

Offline Loyalty Support

When the POS is offline, loyalty data falls back to cached information:

• A warning message appears: "Using cached loyalty data. Points balance will be verified when online."
• The cached points balance may not reflect very recent transactions.
• Rewards can still be selected and applied using cached data.
• When the sale syncs online, the server verifies the points balance. If the customer did not actually have enough points, the sale still completes, but the points discrepancy is logged.

Loyalty Program Setup

The loyalty program is configured in the admin panel:

• Points rate: Settings > General tab (loyalty toggle and points-per-dollar rate)
• Tiers: Customers page > Loyalty link (when loyalty is enabled), then navigate to Loyalty Tiers
• Rewards: Customers page > Loyalty link (when loyalty is enabled), then navigate to Loyalty Rewards

For setup instructions, see:

• Loyalty Setup
• Loyalty Tiers
• Rewards

What's Next?

• Applying Discounts -- manual discounts and how they combine with loyalty
• Sale Campaigns and Freebies -- automatic promotions
• Completing Payment -- processing the sale after discounts
• Customer Loyalty Points and Tiers -- managing loyalty from the customer perspective