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.

Loyalty rewards are not the only "rewards"

This page covers loyalty rewards -- discounts a customer redeems with their loyalty points. Two other reward flows are separate:

• Manual rewards -- clerk-issued comps and prizes (a free product) handed out from the Reward button in the tender bar, costing no points. See Promo Games at the POS.
• Choice rewards -- a "Choose Your Free Reward!" banner that appears in the cart when a spend-based sale campaign qualifies. See Choice Reward Spend Thresholds below.

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.

Choice Reward Spend Thresholds

Some sale campaigns are choice rewards: when the cart reaches a spend threshold, a "Choose Your Free Reward!" banner appears in the cart and the customer picks a free item (e.g., "Spend $160, get a free ounce"). These are configured by the admin as sale campaigns, not as loyalty rewards. Two recent refinements affect when the banner fires:

Manual items count toward the threshold

If you add a manual item to the cart (the Manual Item button, for an off-catalog charge), its price now counts toward the choice-reward spend threshold. For example, a cart with $115 of catalog products plus a $45 manual item reaches the $160 threshold and the "Choose Your Free Reward!" banner appears, matching the total the customer sees.

The threshold uses the tax-inclusive Total

A spend-based choice reward fires against the cart Total the customer sees (including tax), not the pre-tax subtotal. So a "$160 spend" reward unlocks when the on-screen Total reaches $160, even if the pre-tax subtotal is lower. This keeps the trigger in line with the number on the cart screen.

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These behaviors apply to choice rewards (spend-based sale campaigns). Other campaign types -- freebie thresholds, BOGO, quantity triggers -- still evaluate against the pre-tax subtotal and item quantities as before.

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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 and Rewards: Customers page > Loyalty link (visible when the loyalty program is enabled). The loyalty page shows both the tier list and the reward list side-by-side — add, edit, or delete from the inline sections.

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
• Promo Games at the POS -- the Reward button and clerk-issued manual rewards
• Completing Payment -- processing the sale after discounts
• Customer Loyalty Points and Tiers -- managing loyalty from the customer perspective