Points
How clients see and use their points on the client side. The corresponding admin settings are under campaigns and customers.
The points page clients see
My at the top right of the booking page → My points. It shows:
- Current balance ("1,500 points")
- Recent activity: time, type (earned / spent), source, amount
Is the conversion rate visible to clients?
Yes. When a client wants to redeem at booking, the checkout screen states clearly "redeem X points for Y off", so they can see what a point is worth.
Question: What conversion rate makes sense?
Common ratios:
- 1 point = 1 in currency (the most intuitive, and the most widely used)
- 1 point = 0.5 (when you're generous with points)
- 100 points = 50 (a stronger sense of accumulation, with a higher threshold to spend)
A rule of thumb:
- A higher ratio (1 point = 1) → clients feel it's worth something → but you issue fewer points
- A lower ratio (1 point = 0.5) → clients feel they have a lot of points → though the actual value is the same
Neither is wrong. What matters is not changing it once set — clients remember the ratio, and changing it feels like a loss.
High-value service businesses — consulting, counseling, legal — generally use 1 point = 1, which is clear and direct with nothing hidden.
Clients see where points came from
The activity list shows the source of each movement, such as:
- "Loyalty reward +100 points"
- "Business model review completed +100 points"
- "Birthday month gift +1,000 points"
Use case: why show the source?
Imagine a client seeing 1,000 points suddenly appear:
- With no source: "why has this gone up? Is the system wrong?" (and they may well ask you)
- With "birthday month gift +1,000 points": "oh right, it's my birthday this month"
Transparency means one fewer phone call. The system uses the name you gave the campaign or reward rule as the source automatically, with nothing to add by hand.
The redemption interface
At checkout, clients see a redeem points section:
- Their current balance
- A field for how many to use (or a use all button)
- The discount, calculated automatically
- The amount payable after the discount
Question: Can clients use only some of their points?
Yes, unless you set a minimum redemption per booking.
Say a client has 1,500 points and is booking a 6,800 brand consultation:
- She can choose "use 1,000 points for 1,000 off" → keeping 500 for next time
- Or "use all 1,500" → 1,500 off, starting again from zero
By default it's the client's choice. If you'd rather they used them up, add a nudge to your message template: "use your points and you won't have to worry about them expiring."
How expiring points are shown
If your system sets point expiry, the My points page shows:
- Each batch of points earned, with the days remaining
- Points close to expiry marked in a warning color
Note: clients easily forget points expire
People think of points as savings, and savings not expiring is the intuition. Suddenly losing 1,000 points feels bad.
A recommended companion: automatically send a LINE message before points expire (7 days ahead, say) — "your 1,000 points expire in 7 days; book soon to use them." This can be built as a sequence under marketing messages.
Points on refunds and cancellations
- A booking is cancelled → points awarded by a campaign are deducted automatically
- A booking is refunded → points the client spent are returned automatically
The system handles this logic; there's nothing to adjust by hand.
Question: Can clients transfer points to someone else?
No. Points are tied to an individual LINE ID and can't be gifted or merged between accounts.
That's a deliberate limitation — it avoids the accounting mess of members transferring points to each other, and prevents people buying up members' points.
If a client asks "can I give my points to a friend?", suggest they "buy a ticket to give them" (if you sell ticket packages) or "buy a gift card for a booking" — both are formats you control at the business level.