Promotions & loyalty — quick answers

Quick answers on plans and limits, what suspended offers look like, alcohol offers, downgrades, and why a code "isn't valid right now".

Which plans include Promotions and Loyalty? Both are included on Pro and Complete — no add-on to buy. The loyalty scheme is ALSO available on its own as the standalone Loyalty product (£25/month), on any plan; promotions stay a plan feature. Lower plans without the product see the pages padlocked with an upgrade prompt ("Promotions are available on Pro and Complete").

How many promotions can I run at once? Pro allows 3 live at a time; Complete is unlimited. Paused promotions and Showcase cards don't count. The badge on the Promotions page header shows where you stand.

A customer says their code "isn't valid right now" — why? That neutral message deliberately covers most misses: a typo, an expired or paused promotion, a used-up allowance, or a members-only offer for a non-member. It never reveals which, so codes can't be fished for. The one exception is a publicly-advertised shared code that's outside its window — those explain themselves plainly ("This offer is only valid on Tuesdays", "This offer hasn't started yet — it runs from 14 July 2026"), because the conditions are already on the poster. One-per-person codes never explain themselves. Check the promotion's card and History tab to see the real story.

Can a code discount a booking deposit? No — deposits are never discounted. Money-off types work on event tickets and Order & Pay table orders; table bookings take perks (a free dessert, a welcome drink) instead.

Do promotions work on Order & Pay table orders? Yes — percentage-off and amount-off promotions can tick Order & Pay table orders under "Where it can be used". Customers type the code at the order checkout (or an automatic offer applies itself), the discount comes off the dishes only — never the tip — and it shows on the checkout, the confirmation and the emailed receipt. If staff reject and refund an order, the promotion use goes back.

Why did a tiny order become completely free? Cards can't collect pennies: as the builder notes, if a code brings an order under 30p, the customer pays nothing — the leftover rounds down to free.

Can I run "2-for-1 cocktails" or happy-hour offers? Be careful. The builder shows a licensing notice when an offer looks alcohol-shaped: in Scotland, multi-buy and short-term alcohol price offers are prohibited for licensed venues, and as the licence holder you're responsible for any offer's lawfulness. Food-led offers are the safe pattern.

Can I change my loyalty scheme's type (stamps ↔ points)? No — the type is fixed once the scheme launches. Changing it means closing the scheme (members are emailed) and starting fresh; balances never convert. Everything else — caps, rewards, multipliers, expiry — stays editable.

What happens to loyalty balances if I pause, or downgrade my plan? Nothing is lost. Pausing keeps every balance safe — earning and redeeming just stop until you resume. Downgrading below Pro freezes the lot: as the downgrade dialog puts it, promotions stop and the loyalty scheme freezes — members keep their balances, but no one can earn or spend until you upgrade again. One exception: if you own the standalone Loyalty product, your scheme keeps running through any plan downgrade — the product grant, not the plan, is what carries it. Only deleting the scheme destroys balances.

What do customers see if ResoFlow suspends my promotions? A friendly, neutral notice — "Offers are currently unavailable at this restaurant." — and offer banners disappear. No customer-facing blame or detail; contact support to resolve the suspension.

Do loyalty emails use my email allowance? No — loyalty runs on Pro, Complete or the Loyalty product, and transactional emails are unlimited on all of those, so the confirmation, welcome, reward, warning and member round-up emails never eat into an allowance. The optional member round-up is still off by default (it's a recurring email to every member — a deliberate opt-in) — choose Off, Monthly or Weekly under Member round-up in Settings → Customer notifications (the Loyalty section).

Related: What can Promotions do? · How do I set up a loyalty scheme? · What's included in each plan?