POS Instore Loyalty – Quick Guide

POS Instore Loyalty – Quick Guide

This guide explains how loyalty works on your POS: how customers earn points, redeem rewards, and where they can view their loyalty balance.

Requirements

To ensure loyalty works correctly, all of the following must be in place:
  1. Restaurant must have an active loyalty plan in Zuppler.
  2. "Loyalty feature for POS orders" enabled in Store Settings with Zuppler.

  3. Fusion version 16.6 or above installed on the POS device.
  4. “Collect customer details before orders” enabled in Store Settings.
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    1. This ensures the POS prompts for customer phone number and other details before starting an order.
    2. Loyalty is tied to the customer phone number, so this step is required.
  5. “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:
    1. If the customer wants to use loyalty:
      Enter the customer’s phone number and the loyalty flow will begin as usual.
    2. 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.
  6. “Show customer details on receipt” enabled under the inbuilt printer settings.
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    1. This ensures loyalty-related customer details are printed on the receipt.

How Loyalty Works in the Store

1. Identify the Customer

Before starting an order, you can enter the customer’s phone number to look them up and begin the loyalty flow. If the customer has ordered before, their name will auto-fill.

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If they’re new, you can enter their name and it will be saved for future visits.

Customer information is optional for in-store order type, you can also choose to continue without entering a phone number. This is useful when a customer does not want to use loyalty or prefers not to share their phone number. When a customer does want to earn or redeem points, simply enter their phone number to start the loyalty process.
  • (Note: Phone numbers are still required for Pickup and Delivery orders.) 

2. View Loyalty Balance

Once you continue to the cart screen, you will see:

  • The customer’s current loyalty points

  • Their available rewards (if any)
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Rewards will appear automatically as you add items to the order.

3. Redeeming Rewards

If a customer wants to use a reward:

  • Tap Redeem

  • Choose the reward they want
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  • It will apply as a discount to the order total
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4. Placing the Order

After payment (cash/card):

  • The POS shows the points earned for the order
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  • All loyalty information prints on the customer’s receipt.
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Important Things to Know

⭐ Points earned

Points are awarded only after the order is completed.
This ensures the correct amount of points is calculated if items are added/removed after placing the order.
Receipts show an approximate value for points earned and total balance.

⭐ Points used

If a customer uses a reward, those points are deducted immediately when the order is placed.

⭐ Editing orders

If a reward has been applied, the order cannot be edited.

How Customers See Their Points Online

  • Loyalty points from in-store orders are connected to the customer’s phone number.

  • Customers will see their in-store points online only if they log in using the same phone number.

  • If they log in using email/password, they won’t see their in-store points unless they merge both accounts.

Merging accounts

If a customer logs in with their phone number online and has an email/password account with the same phone number:

  • They will get a prompt to merge their accounts
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  • Then they will get a code on their registered email and using that code, they can merge both accounts

  • After merging, all points and loyalty history will show in their dashboard. This applies to all orders moving forward from the time of merge.

Current Limitations

  • Loyalty rewards are not yet supported for Table Ordering or the Restaurant App.

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