Loyalty & Referrals

Reward the customers you have

Planned for Year 3 (Wave 4), Loyalty & Referrals turns repeat purchases and referrals into a transparent programme on the same customer records.

Earn, tier and redeem

Earn rules work by order amount, visits or actions, with product and category multipliers and exclusions. Points live in an append-only ledger of earn, redeem, expire, adjust and reverse entries per member, so every balance can be explained. Tiers use thresholds on points or spend over a period with upgrade and downgrade rules. A rewards catalogue supports redemption at POS, in the Online Store and through WhatsApp, with idempotent redemption codes. Members check their balance and history on WhatsApp, in the portal and on receipts.

Referrals

Referral programmes issue unique links and codes and reward both referrer and referee on a qualifying event.

Keep it honest

Points are reversed on returns and cancellations, with a negative-balance policy. Expiry schedules send advance notices through journeys. Fraud detection checks for self-referral, shared devices or phones, velocity and unusual redemptions, with a review queue. Points liability reporting values outstanding points per policy for finance.

Promotions and analytics

Time-boxed bonus-point promotions use multipliers, fixed bonuses or bonuses on an action, with tier or segment eligibility, per-member caps and a points budget. Personalised offers have guardrails and budgets. A programme dashboard shows active members, enrolments, points earned, redeemed and expired, redemption rate, tier movement and promotion results against holdouts. The AI Customer Advocacy Coordinator drafts review and referral requests and case studies.

Coalition rewards across partner businesses and gift cards are planned for Wave 5.