How do I set up a loyalty scheme?

Design a stamp card or points scheme — earn triggers, daily caps, join bonus, multiplier windows, rewards, and optional balance expiry with a warning email.

You build your scheme on the Loyalty page (sidebar → Grow). Loyalty needs Pro or Complete, or the standalone Loyalty product (£25/month) — without any of those the page shows "Loyalty is available on Pro and Complete" alongside the product route. Click Design your scheme — a short step-by-step set-up (Scheme type → Name & rate → Earning → Rewards → More options → Check & create; your answers are kept on this device as you go, so leaving and coming back is safe) — and choose one of three scheme types:

• Stamp card — a classic card: a stamp per visit, a reward when it fills.
• Points per visit — members collect points every qualifying visit.
• Points per £1 spent — points follow the bill; staff type the spend in the Scanner.

The type is fixed once the scheme launches — changing it later means closing the scheme and starting a new one (balances never convert). Everything else stays freely editable.

How members earn

• Earning trigger — choose how visits earn: Automatically awards a booking's visit the moment its table is cleared at the end of service, without anyone lifting a finger. (If nobody at your venue marks tables as cleared, this moment never arrives — see Using ResoFlow as a diary only. The Earning section says so on screen when that applies to you.) Staff award only leaves every visit to a staff member's hand at the Scanner. The trigger governs visits only — table orders have their own switch (below) and can still earn on their own either way.
• Automatic earning — shown while the trigger is Automatically: award visits automatically when their table is cleared, and turn it off to pause visit auto-earn without losing the setting. Automatic visit earning applies to online bookings made while signed in (the booking page's verify-with-a-code step — the device stays signed in for 30 days, so it's usually one tap) and to bookings and walk-ins your team adds with the customer's email typed in (an email your staff entered is trusted, so no sign-in is needed). Visits without an email — walk-ins seated without one, and imported bookings — are awarded from the Scanner instead. It doesn't touch table orders. Staff can always award manually from the Scanner.
• Table orders earn automatically — shown on every scheme type. On means a paid Order & Pay order earns the moment it's paid (see the Order & Pay note below); off means you keep earning on bookings but decline it at the table. It's on unless you turn it off, and it works completely on its own — it applies even when visits are set to Staff award only, because nobody is at the table to award an order by hand.
• Show members their balance when ordering — a customer who signs in at the table-order checkout sees their points or stamps balance while they order. On unless you turn it off; display only — it never changes what earns.
• Invite signed-in customers to join when ordering — a signed-in customer who isn't a member yet sees a gentle join tick at the table-order checkout (only while joining is open). On unless you turn it off.
• Require a real visit — earning must link to a booking, walk-in, ticket or paid table order (recommended).
• Earns per member per day — how many times one member can earn in a day. 1 suits most restaurants; bars and pubs may want more (between 1 and 50) — worth raising if you use Order & Pay, because each paid table order counts as an earn, so a table buying rounds all evening can reach a low limit and quietly stop earning. A visit is counted per service day, which runs to 5am — so an after-midnight table still counts as that evening's visit.
• Event earning — Door scans earn a visit (scanning a member's ticket at the door counts as a qualifying visit), and on per-£-spent schemes, Ticket spend earns points (money a member actually pays for tickets earns points automatically when they signed in at the ticket checkout — the same quick email code as the booking page, and a device that's already signed in needs no code at all; buying without signing in doesn't earn, and refunds claw earned points back).
• Paid-in-full bookings earn points — on per-£-spent schemes only, and off by default: a booking paid in full up front earns points on the payment when the visit completes (paid extras never earn). A customer's own online prepayment earns when they signed in on the booking page; a paid-in-full booking your team adds with the customer's email typed in earns without any sign-in — see How do pay-in-full bookings work?.
• Order & Pay — while Table orders earn automatically is on, a paid table order counts as a visit for a member who signed in at the checkout (a quick emailed code; the device stays signed in for 30 days, so it's usually one tap) — whatever the earning trigger says, even on Staff award only schemes: stamp and points-per-visit schemes award as usual, and per-£-spent schemes earn points on the order's food and drink money (tips don't earn). Your Earns per member per day setting governs this too, and it is shared with bookings: at the default of 1 a member earns once a day however they visit, and raising it lets each further paid table order earn again up to that number. If staff reject and refund an order, its earn is taken back automatically. Customers who aren't members get a quiet "join the loyalty scheme" line on their order receipt while joining is open.

Extras worth knowing

• Join bonus — off by default. Give new members stamps or points when they join; on stamp cards the bonus must stay under the card target. The join tick-box wording mentions the bonus when it's on.
• Earn multipliers — boost earning ×2 or ×3 on chosen days or dates (e.g. "Double-points Tuesdays"), up to 5 windows.
• Rewards — what members redeem their stamps or points for, up to 20 rewards. Switch one off to hide it without losing it. You can also cap Redemptions per member per day (blank = no daily cap; between 1 and 50 when set).
• Rewards at the order checkout — off by default. Each reward has an optional Checkout value (£) (between £0.01 and £500; blank means the reward is redeemable at the venue only), and the Let members use rewards when ordering toggle lets a signed-in member put one such reward towards their table order at the Order & Pay checkout. One reward per order; it applies after any promotion and never touches the tip, and any value beyond the order isn't carried over — no change is given (the checkout says so before the customer pays). Whether a reward can come off set menu & deal prices is your choice: the Rewards can be used on deal prices toggle (right beside it on the Rewards step, on by default) lets a reward's value come off deal money too — "3 for £15" plus a £5 reward costs £10, and a deal-only order can still use a reward. Switch it off and rewards only ever cover individually priced dishes — see How do promotions, deals, rewards and gift cards work together?. Your daily redemption cap and one-per-member rewards are enforced there exactly as they are on the Scanner, and if you reject the order the reward goes straight back onto the member's balance.
• Public earn line — the sentence shown beside the join tick-box on your public pages (leave blank for the standard line, e.g. "Loyalty members earn a stamp with every visit.").
• Enrol on the spot — staff can sign a customer up front-of-house: a lookup in the Scanner that finds no membership offers Enrol this customer (the staff member needs the "Award stamps and points" permission).
• Message members — once your scheme is set up, the Message members button at the top of the page posts a short update to every saved wallet card — see What do members see on their wallet pass?
• Member round-up email — off by default, and managed in Settings → Customer notifications (the Loyalty section; the scheme set-up shows a pointer card). Its How often members get a round-up choice is Off, Monthly or Weekly: each member gets an automatic email with their current balance and any rewards ready to claim (monthly sends go on the 1st, weekly on Mondays) — transactional emails are unlimited on the plans and products that include loyalty, so sends never eat into an allowance. It goes to members who joined the scheme themselves (or asked you to enrol them) or who have opted in to marketing — joining the scheme counts as agreeing to scheme emails, and that agreement is recorded on the profile at join. Members whose balance arrived only through a CSV import don't receive it unless they've opted in (the import's consent tick covers that), and a guest's marketing opt-out or their Loyalty updates preference always wins.
• Reward-unlocked email — off by default. Switch on Send a reward-unlocked message in Settings → Customer notifications (the Loyalty section) to email a member the moment their stamps or points unlock a reward, or their stamp card fills. It sends at most once per member per reward per day, and members can opt out individually via Loyalty updates in their customer account. The wording is editable in Settings → Email templates ("Loyalty — reward unlocked").
• Birthday perk — off by default, and managed on the Birthdays page (sidebar → Grow → Birthdays, The gift section); the scheme set-up shows a pointer card there. Pick What they get: Bonus stamps / Bonus points (on stamp cards the bonus must stay under the card target), or An offer from a promotion — chosen under Which promotion and saved to the member's account (it shows in their portal and on their wallet card, and your team redeems it in the Scanner). You can also choose When it lands (on their birthday, or up to a month before) and, for offer gifts, an optional Offer expires — N days after it lands. The gift arrives once a year, only for members with a birthday on their profile, with up to a week of catch-up if a day is missed. It pauses while the scheme is paused, and an offer gift is quietly skipped while its promotion is paused, ended or deleted — pick another or bring it back and members still in their catch-up window get it. See How do birthdays work?.

Balance expiry (off by default)

Turn on Balance expiry to let quiet balances lapse: pick Months before expiry (1–60, default 12). Members get one warning email before anything lapses, and any visit, earn or redemption resets their clock. The warning email itself — its on/off switch (on by default) and Warn members this many days before (7–90, default 30) — is managed in Settings → Customer notifications, in the Loyalty section (the scheme set-up links there). Turn the warning off and balances still expire, members just aren't warned first. When a balance does expire, the whole balance lapses at once — it doesn't drain gradually — so the warning email matters; the wording is editable in Settings → Email templates ("Points expiry warning").

Pause or delete

Pause is free and instant — members keep their balances, but no one can earn or redeem until you Resume. Delete is heavily guarded: you type the scheme name exactly, give a reason and confirm your password — members' stamps, points and rewards die with the scheme, members are emailed that it has closed, and it cannot be undone. For about 60 days afterwards, former members who open their customer portal see a small "The loyalty scheme has closed" note in place of their card, so the disappearance never looks like a glitch.

Moving to a plan without loyalty freezes the scheme rather than ending it — unless you own the standalone Loyalty product, which keeps your scheme running through any plan change (the product grant, not the plan, is what carries it). Where the scheme does freeze: members keep their balances (nothing lapses while it's frozen), their customer portal shows "The loyalty scheme is paused — your points are safe", and saved wallet cards stop advertising rewards and show a "Scheme paused" note instead. You'll see a "Loyalty scheme paused" entry in your Activity Log and notification bell when the freeze lands. Upgrade back to Pro or Complete (or add the Loyalty product) and everything resumes exactly where it left off — balances, rewards and wallet cards included.

Related: How do members join and manage their card? · How does the Scanner work at the venue? · How do I design the loyalty card? · What do members see on their wallet pass?