Understanding Loyalty Programs in BakeSmart

Overview

Learn how BakeSmart's loyalty program rewards repeat customers with points they can redeem for discounts.

What This Feature Is

A loyalty program lets you reward customers for their purchases. Customers earn points on qualifying orders and can redeem those points for discount rewards. You configure how points are earned and what rewards customers receive.

How It Works

Earning Points

Customers earn points based on order subtotals. You configure how many points a customer earns per dollar spent (e.g., 1 point per dollar). Points are calculated on the order subtotal after discounts, excluding fees and gift card purchases.

Points are not available immediately. They start as pending until the order's fulfillment date passes, then become available for use. This prevents customers from earning and spending points on orders that haven't been fulfilled yet. The system checks hourly for pending points that are ready to be posted.

Rewards

When a customer accumulates enough points, they automatically receive a reward — a discount coupon they can use on a future order. You configure the reward by setting:

• Points threshold — How many points are needed for a reward (e.g., 50 points)
• Reward type — A percentage off or a fixed dollar amount
• Reward value — The discount amount (e.g., $5.00 off or 10% off)

The system checks hourly and automatically issues reward coupons when customers reach the points threshold. If a customer has enough points for multiple rewards, they receive multiple coupons at once.

Redemption is automatic. Customers can't choose when to redeem or hold points back for a bigger reward — as soon as the threshold is reached, the points convert into a reward coupon that the customer can then apply at checkout.

Customer Enrollment

Customers can join your loyalty program through several channels:

• At the POS — Staff can enroll a customer during checkout
• Online — Customers can opt in through their account on your ecommerce store or during registration
• In the staff app — You can enable loyalty for any customer during the ordering process or on the customer detail page

Once enrolled, the customer's point balance is tracked across all their orders.

Points on the Customer Account

Each enrolled customer's account shows:

• Available points — Points ready to be spent
• Pending points — Points waiting for order fulfillment
• Recent activity — The last 50 point transactions (earnings, redemptions, adjustments)
• Active rewards — Unused discount coupons
• Reward history — Previously used or revoked rewards

Manual Point Adjustments

Staff with the appropriate permissions can manually add or remove points from a customer's account. Manual adjustments take effect immediately (no pending period). This is useful for correcting errors or as a customer service gesture.

Loyalty Suspension

If needed, you can suspend a customer's loyalty program. Suspension:

• Revokes all active (unused) rewards
• Zeros out the customer's point balance (both available and pending)
• Prevents further point earning

When you re-enable loyalty for a suspended customer, their program starts fresh at zero points. Previously revoked rewards and forfeited points are not restored.

Loyalty Terms

You can write terms and conditions for your loyalty program. These are displayed on a public page accessible from your online store.

What Affects Points

Order Changes

• Editing an order after it's placed recalculates the points earned (up or down based on the new total)
• Cancelling an order cancels any pending points and reverses any already-posted points
• Refunding specific line items triggers a recalculation of points earned (generic amount refunds do not affect points)
• Changing the fulfillment date adjusts when pending points become available

What Doesn't Earn Points

• Fees (service fees, delivery charges, etc.)
• Gift card purchases
• Orders placed before the customer enrolled in loyalty

Who Can Do What

Good to Know

• Points are earned on the post-discount subtotal, not the original price
• A customer must be enrolled in loyalty before placing an order to earn points on that order
• When a reward discount value is changed in settings, customers who already received rewards keep the original value
• The system processes pending points and issues automatic rewards on an hourly schedule, so there may be a short delay
• Loyalty is included in your BakeSmart subscription. If you would like loyalty turned on for your account please contact support.
• Each program supports a single reward tier — one reward at one points threshold. Multiple tiers in one program (for example, a $5 reward at 50 points and a $2 reward at 100 points) are not supported
• Customers are not notified when they earn a reward. They'll see available rewards as coupons the next time they check out, online or in store