POS Instore Loyalty Guide

POS Instore Loyalty Guide

Overview

This article explains how to enable and use the Loyalty feature for POS orders. It also describes the requirements, workflow, and current limitations of the system.

Setup Process

Enabling loyalty for a store currently depends on the FH team. The loyalty flags and configuration must be activated on their end before loyalty support becomes available in Fusion.

Info

Action required:
Create a ticket with POS Support including the store details. POS Support will coordinate with the FH team to ensure the necessary loyalty configuration is enabled.

Requirements

To ensure loyalty works correctly, all of the following must be in place:

Restaurant must be tied to a loyalty plan in our system.
"Loyalty feature for POS orders" enabled in Store Settings with Zuppler.
Fusion version 16.6 or above installed on the POS device.
“Collect customer details before orders” enabled in Store Settings.
- This ensures the POS prompts for customer phone number and other details before starting an order.
- Loyalty is tied to the customer phone number, so this step is required.
“In Store – All fields must be filled” disabled in Store Settings. When the “In-Store – All fields must be filled” setting is disabled, the POS no longer requires customer information (name and phone number) for in-store order type.

This allows the staff to choose how to proceed:
- If the customer wants to use loyalty:
  Enter the customer’s phone number and the loyalty flow will begin as usual.
- If the customer does not want to share their phone number or does not want to use loyalty:
  Simply bypass customer info and complete the order without loyalty.
- Note: Pickup and Delivery orders still require a phone number, regardless of this setting.
“Show customer details on receipt” enabled under the inbuilt printer settings.
- This ensures loyalty-related customer details are printed on the receipt.

How It Works

1. Customer Identification

Start by selecting the order type (pickup, delivery, or in-store).
Enter the customer’s phone number and name.
If the customer has ordered before and their name was previously recorded, their name will auto-fill.
If this is the first order, you can input their name manually; it will be stored for future orders.

2. Loyalty Balance and Rewards Visibility

After entering the phone number and tapping Continue, the cart screen will display the customer’s current loyalty balance.
As items are added to the cart, reward options (if available) begin to appear.
Rewards are displayed based on the order subtotal.

3. Redeeming Rewards

If the customer has rewards available, tap the Redeem button.
All eligible reward redemption options will appear.
Select the reward to apply it to the order.
The reward is applied as a discount to the order.

4. Placing the Order

Once the order is paid (cash or card), the POS order screen will show:
- Points awarded for this order
- Updated loyalty balance
If a reward was used, it will appear as a discount in the order total breakdown.
All loyalty-related details print automatically on the customer receipt via the inbuilt printer.

Important Notes

Points are awarded only when the order is marked as completed on the POS.
- Orders can still be edited after they are placed and until they are completed (e.g., adding or removing items).
- Because loyalty earnings depend on the final total, receipts show Points awarded (approx) and Points balance (approx).
Reward points are deducted immediately when an order is placed using a reward.
Orders with an applied reward cannot be edited.

Limitations

1. Customer Account Visibility and Merging

For POS orders, loyalty points are tied to the customer’s phone number.
Customers can only see their in-store loyalty points when they log in online using the same phone number.
If they log in with email/password, they will NOT see their in-store loyalty points unless they merge accounts.

Merging Process:

When a customer signs in using their phone number online and a matching email/password account also exists (same phone number), they get a prompt to merge their accounts.
The user can get a code on their registered email and using this code, they can merge both accounts.
After merging, both in-store and online loyalty points and order history for both instore and online orders become visible in their loyalty dashboard, this applies to all orders moving forward from the time of merge.

Support recommendation:
If a customer reports missing in-store loyalty points online, instruct them to log in via phone number and complete the account merge flow.

Upcoming improvement:
We will be working on an update that will prompt users to merge accounts even when they log in via email/password, to make the flow a little better.

2. Unsupported Order Types

Loyalty is not yet supported with:
- Table ordering in Fusion or,
- Restaurant app

These will be supported in a future phase. There is no ETA at this time.

Summary Table

Category	Summary
Enablement	Loyalty must be activated by FH team for the specific store. Submit a POS Support ticket with store details.
System Requirements	• Restaurant tied to a loyalty plan • FH team confirmation • Fusion v16.3.9+ installed
POS Settings Required	• “Collect customer details before orders” enabled • “In Store – All fields must be filled” enabled • “Show customer details on receipt” enabled
Customer Identification	Customer phone number is mandatory. Name auto-fills if previously stored; otherwise must be entered manually.
Loyalty Balance Visibility	Loyalty balance displays on cart screen after entering customer phone number.
Rewards Availability	Rewards appear as items are added. Eligibility depends on subtotal.
Reward Redemption	Click “Redeem” → choose reward → applies as discount to order.
Points Awarding	Points awarded only when order is marked as completed (shown as approximate on receipt).
Points Deduction	Points are deducted immediately when a reward is applied.
Editing Restrictions	Orders with applied rewards cannot be edited.
Customer Receipt	Receipt prints loyalty details: earned points (approx), updated balance (approx), applied discounts.
Online Dashboard Behavior	POS loyalty points visible online only if customer logs in via phone number or have their accounts merged.
Account Merge	If customer also has email/password login, they must merge accounts by logging in via phone and verifying email code. After merge, all loyalty points + history appear in dashboard.
Known Limitations	• Loyalty not supported for table ordering or restaurant app (future phase, no ETA) • Customers logging in via email/password only will not see POS loyalty points unless accounts are merged