Customer Loyalty

Prism 1.14.7 Customer Loyalty PDF

Prism 2.2 Customer Loyalty PDF

The Customer Loyalty feature enables you to set up loyalty programs and reward customers with bonuses ranging from fixed discounts to free items.  Loyalty information is stored in a centralized location to facilitate ease of sharing between multiple stores.
Using the Customer Loyalty feature, you create loyalty programs that define how and when customers will earn and redeem points. You can define multiple levels (tiers) and assign the tiers to individual loyalty programs as needed. Each program has a date range that determines when points can be earned/redeemed.
There are four types of loyalty programs available

Program Type	Description
Item-based	Customers earn loyalty points by purchasing specific merchandise.
Total-based	Customers earn loyalty points based on transaction totals (with or without tax included)
Discount Percentage	Customers receive a global transaction discount
Item Reward	Customers receive a one-time free item (e.g. promotional merchandise).

Applying Multiple Programs
Earning and redemption program types can overlap to provide multiple benefits. For example, a customer at a given tier may have up to three programs of different types which all apply:

• A points based earn/redemption (any combination of total- or item-based loyalty)
• A percent discount reward
• An item reward

The remainder of this topic has information about the following Setup/Configuration, Loyalty on Customer records and Loyalty on POS transactions and X/Z-Out reports.

Setup/Configuration - Basic Steps
The following basic steps are each explained in more detail in the sections that follow:
Step 1.
In Admin Console > Node Preferences > Customers > Loyalty (at each server that will participate in loyalty):
Enable the Customer Loyalty feature and configure loyalty preferences. When Loyalty is enabled the default Loyalty Level is set to NONE. The user must go into the POS > Customer Loyalty area and create loyalty levels. After creating loyalty levels, go back into Admin Console and select one of the newly created as the Default Loyalty Level.
Step 2.
In Admin Console > Global > Currency > General:
(optional) Configure Loyalty Rate.
Step 3.
In POS > Customers > Customer Loyalty:
Configure Loyalty Levels and Programs.
Step 4.
In POS > Customers > Customers records:
Add Loyalty Levels and assign a level to customers.
(optional) Opt-in customers (if manual opt-in is allowed).
Step 5.
In Store Operations > Inventory:
(item-based programs) Define the Points Earned and Price in Points for individual items.
(item reward programs) Assign one or more item reward programs to individual items.
Step 6.
In Admin Console > Connection Manager:
Configure profiles to replicate loyalty information.
Step 7.
In Store Operations > Employees > Groups:
Assign security permissions for loyalty to individual groups as needed.

Admin Console > Node Preferences > Customers > Loyalty

About the Prism Loyalty Server
In Admin Console > Node Preferences > Customers > Loyalty, the first setting is for selecting the connection that will be the Loyalty Server. The Loyalty Server is the machine where loyalty information is stored.
The Loyalty Server performs tasks including the following:

• Ensuring that programs of the same type do not have overlapping date ranges
• Changing a customer's point balance when updating a POS document.
• Checking if customer is eligible for a Gift Reward item

Any directly connected parent or child node can be selected to host the Prism Loyalty Server. Systems directly connected to this system (parent or children) via Connection Manager will appear in the Connection Name dropdown. (Note: If you do not see the name of the desired server in the dropdown, make sure that a connection to the machine exists; if not, create a connection.)
Select "None" if the user's own server is the Prism Loyalty Server.
The Prism Loyalty Server MUST be either self/parent/child.
Other systems in the enterprise will not have visibility to the Prism Loyalty Server.
Note: Connection Name is not replicated in order not to overwrite existing configuration. Connection Name is independent of Corp, Subsidiary, Store, and Workstation node level (setting Connection Name at any node, sets it for all nodes).
Loyalty will time out if the Prism Loyalty Server's ‘Retail Pro Prism Back Office Service' is not running. If Loyalty times out, no points can be awarded or redeemed.
Enable Customer Loyalty
In Admin Console > Node Preferences > Customers > Loyalty, click the Enable Customer Loyalty checkbox to enable the loyalty feature. When the checkbox is selected, the other loyalty options are made editable.
In addition to enabling the other loyalty preferences, when the Enable Customer Loyalty checkbox is selected, the Prism UI will include these changes:

• Customer records include a Loyalty Lookup section on the Payment tab
• A Loyalty tab is present in Transaction > Transaction Details

Note: When Loyalty is enabled the default Loyalty Level is set to NONE. The user then needs to go into Loyalty and create some Loyalty Levels, and then go back into Admin Console to select one of the ones they created to be the Default Loyalty Level.

Additional Loyalty Preferences
When the Enable Customer Loyalty checkbox is selected, additional loyalty options become editable. When Loyalty is enabled, there are a number of options that can be configured. Refer to the following table:

Option	Description
Connection Name	The Loyalty Server is the machine where loyalty information is stored. Other nodes contact the Loyalty Server when needed to check a customer's loyalty balance, update points, etc. Any directly connected parent or child node can be selected to host the Prism Loyalty Server. Systems directly connected to this system (parent or children) via Connection Manager will appear in the Connection Name dropdown. Select "None" if the user's own server is the Prism Loyalty Server. Does not replicate. Independent of Node Selection (Global, Sub, Store, WS) level. Setting Connection Name at any node, sets it for all nodes.
Enable Customer Loyalty	Select the checkbox to indicate that customer loyalty is active and to enable the other options. If this checkbox is NOT selected, loyalty is not enabled.
Use Item and Total-Based Redemption as a Discount/Tender	This preference determines how loyalty will be applied: as a discount or as a tender. This preference is currently read-only and is set to "Discount." Discount: When a user redeems loyalty points at POS, the points are redeemed and applied to the transaction as if they were a discount. When set to Discount, the receipt total is reduced via discount as applicable for each redemption type. When applied as a discount the receipt total is reduced by loyalty points Tender: Loyalty as a tender is not yet available in Prism. When applied as a tender the receipt total is not adjusted and the points can be used as any tender would be used.
Include Taxes when accumulating loyalty points	This preference determines whether points are earned based on "Price" or "Price + Tax". This preference only applies to earning points for total-based programs. It can be used with Sales Tax or VAT. When this preference is enabled, the tax amount is included when calculating the number of points earned for total-based programs. If the Tax Method is set to "Sales Tax - Multi" and this preference is enabled, the sum of the multiple tax amounts is included when calculating the number of points earned for total-based programs.  Example:  Price: 10.00 Tax: 1.00 Points: 1 point per 1.00 Setting disabled: 10 points Setting enabled: 11 points
Charge Taxes on Loyalty Items	This preference determines whether tax is included when points are redeemed, or if taxes must be paid separately. If this preference is disabled: Item-based point redemption is not taxed [points used = ‘price in points'] Item reward (Gift) is not taxed Percent reward is taxed on only the discounted amount If this preferences is enabled: Total-based point redemption applies to receipt total [up to and including tax, fees and shipping] Item-based point redemption is not applied to tax amount (tax must be paid when tendering) Item reward (Gift) is not applied to tax amount (tax must be paid when tendering) Percent reward is taxed on only discounted amount
Offline Point Usage	Offline mode is currently unavailable in Prism; therefore, this field is read-only, set to zero. Loyalty points cannot be used when the Centrals server is offline
Round Loyalty Points	This preference applies to Item-based and Total-based programs. Enabling this preference affects calculations and display in all areas which show loyalty points. Item-Based points are as assigned in inventory, if decimal earn/redeem is assigned, points are rounded per rules below Total-Based points are based on receipt total None: No rounding is performed, simply truncates decimal value *When rounding, only the rounded value is saved, not the original unrounded value (0.5 rounds up) 0: ROUNDS points rounded to nearest whole value 1-4: ROUNDS points rounded at X significant digits Note: Following this table is a section that has examples of rounding of loyalty points.
Enable Customer Opt-In flag	This preference determines how customers can be enrolled in loyalty programs. This setting applies to existing customers who are not already enrolled or Quick Customers (created on the fly at POS). Prompt at POS - If selected, a prompt is displayed at POS so that the cashier can ask the customer if they would like to join the Loyalty Program. Manual - Customer record must be accessed and edited to enable Opt-in. From POS Document: Customer Details > Payment From Customers: Details > Payment Auto at POS - If selected, the Opt-In flag is selected automatically when a customer is listed on a receipt or sales order. This option allows a Retailer to enroll current and new customers without asking the customer directly. An alert is displayed if default Loyalty level is not set. To earn points, the customer must still be assigned a loyalty level, either a default level in preferences or manually in the Customer record.
Suggest Using Loyalty Points when available	If this preference is enabled, when tendering an item-based or total-based redemption, Prism will suggest using the available loyalty points (if points have not already been applied). When tendering a transaction that is eligible for an Item Reward program, Prism will suggest the item reward (if not already claimed)
Default Loyalty Level	The "Default Loyalty Level" applies a loyalty level only when a customer is enrolled via the POS area via Enroll Prompt. In the customer area, if a customer is enrolled that does not already have a loyalty level assigned, the Default Level will be assigned during the enrollment.

ROUND LOYALTY POINTS Examples
The following table shows examples of how loyalty points will be rounded based on the setting selected for the Round Loyalty Points preference:

Item	Price	Pts Round=None	Pts Round=0	Pts Round=1	Pts Round=2
ALU:Loy01	9.01	9	9	9.0	9.01
ALU:Loy49	9.49	9	9	9.5	9.40
ALU:Loy50	9.50	9	10	9.5	9.50
ALU:Loy51	9.61	9	10	9.5	9.51
ALU:Loy55	9.55	9	10	9.6	9.55
ALU:Loy99	9.99	9	10	10.0	9.99

Loyalty Rate
Navigate to Admin Console > Global> Currency> General
Loyalty Rate affects TOTAL-BASED programs only. Loyalty Rate is not used for item-based (or other) programs.
Points Earned = (Loyalty Points earned * Earn Multiplier) / Loyalty Rate
Points Redeemed = (Loyalty Points used * Redeem Multiplier) / Loyalty Rate
Loyalty is not currently used as a tender, therefore this setting is not applicable to Foreign Currencies. Only the Loyalty Rate of the base currency is used when calculating points (blank=1).

Loyalty Levels and Programs
About Loyalty Levels
Loyalty levels are used to designate different tiers within each loyalty program.
Each loyalty program requires a loyalty level so before you can create a loyalty program, you must create at least one loyalty level. When you access the Customer Loyalty area, the user interface includes a button for creating a new loyalty level on the fly.
Loyalty Level names are limited to 30 characters
You can't remove a loyalty level name if it has been assigned to a loyalty program.
About Loyalty Programs
Loyalty Program names must be unique and are limited to 30 characters
An existing program may be edited after it has been used on a POS transaction
If an Item Reward (Gift) program has been assigned to an item, the Redeem Type may not be edited.
For a given Loyalty Level with an overlapping date range:
a.    Only one points-based program may be created (e.g. Total/Total, Item/Item, Total/Item, or Item/Total)
b.    Only one Item Reward program may be created
c.    Only one Percent Reward program may be created
d.    One of each of a. thru c. (above) may be created, each with a different name
Note: Similar programs (one of redeem type: points, % or gift type) may be created for the same Level when dates do not overlap
Other Limitations:

• Program Start Date must be equal to or before End Date
• Program End Date must be equal to or after Start Date
• End Date can be cleared (restored to opened-ended)
• When Redeem Type is ‘Total-Based' or ‘Item-Based then Earn Type and Earn Multiplier are enabled and required; Percent Reward is blank and disabled
• When Redeem Type is ‘Item Reward' all other earn/redeem/percent fields are blank and disabled
• When Redeem Type is ‘Percentage Reward', ‘Percent Reward' is enabled and required; all other earn/redeem fields are blank and disabled

When are overlapping date ranges allowed?
To provide customers with multiple rewards, program date ranges can overlap under certain circumstances. The limitation is that for any single date range, a loyalty level can be assigned to only one each of:

• Points-based reward program (any combination of Total-based/Item-based),
• Percent Discount program
• Item Reward program.

In other words, you can't assign the same loyalty level to both an item-based program and total-based program if any part of the date range overlaps. Likewise, you can't assign the same loyalty level to two item gift programs if any part of the date range overlaps.
New Loyalty Level

1. Navigate to POS > Customers > Customer Loyalty.
2. Click the Loyalty Level button on the bottom toolbar.
3. Existing loyalty levels (if defined) are displayed in alphabetical order.
   
4. Click the Add button.
5. Type the name of the loyalty level (maximum 30 characters).
6. Click Save.
7. The loyalty level is added to the list.
8. Click the Close button to exit the modal.

Edit Loyalty Level
(To edit a customer's loyalty level, the user must belong to a group that is assigned the "Loyalty - Edit customers loyalty level permission".)
In the customer record, click the Edit button and navigate to the Payments tab. In the Loyalty Info area, select a different loyalty level from the dropdown. Save the changes.
Remove Loyalty Level
You cannot remove a loyalty level if it is assigned to a loyalty program. First edit the loyalty program to use a different loyalty level, then you can remove the loyalty level.

New Loyalty Program
Navigate to POS > Customers > Customer Loyalty. Click the Customer Loyalty button. The Customer Loyalty lookup screen is displayed.
Click the New button.
A screen for entering information about the new loyalty program is displayed.

• Enter a unique Loyalty Program Name (30 characters maximum).
• Select a Loyalty Level. If needed, you can create a Loyalty Level on the fly by clicking the Create New button.
• Select a Start Date and End Date for the loyalty program.
• For points-based programs, select how customers will earn and redeem points and enter a multiplier if needed.
• For percentage-reward programs, enter the percent reward the customer will receive.

Click the Save button.

Sample Loyalty Program configuration screen:

Loyalty Fields

Field	Description
Loyalty Program Name	Limited to 30 characters; must be unique.
Loyalty Level	Select from a predefined level Or Click Create New. New to create a new loyalty level on the fly.
Start Date	Enter a date or select the calendar icon to select a date from the displayed calendar. The Start Date is the first date on which the loyalty program is active.Start Date may not be greater than End Date, if End Date has been defined Start Date may be undefined (meaning program is effective now)
End Date	Enter a date or select the calendar icon to select a date from the displayed calendar. The End Date field is the last date the loyalty program is Active. Customers will not be able to earn or redeem loyalty awards past the End Date. End Date many not be before Start Date End Date may be undefined. When no date is defined the program will not expire.
Earn Type	Select how customers will earn loyalty points for this program: Total-Based or Item-Based. This field can be left blank or cleared. If Total-based, points are earned based on receipt total. If Item-based, points are earned based on Points Earned value in inventory. If Redeem Type is Item-based or Total-Based, then Earn Type is required, else Earn Type is N/A. It is not possible to have a points redemption program (Item or Total) w/o a corresponding Earnings program
Earn Multiplier	Multiples the points earned for Total-based or Item-based programs by this value to determine final points earned
Redeem Type	This setting identifies how or if points will be redeemed for this program. Total-based: Points are based on receipt total Item-based: Points are based on Price in Points in inventory Item Reward: No points are earned. Items defined as eligible for this program are suggested as a reward at POS Percentage Reward: No points are earned. The POS transaction will apply this as a global percentage for the receipt.
Redeem Multiplier	A Multiplier is required when Redeem Type is Total-based or Item-based. The Multiplier multiples the points required for Total-based or Item-based redemption by this value to determine the final points required for the redemption. Example: Customer has 1000 points. Multiplier is set to .01. 1000x.01 =10. In this case $10 is removed from the total. Note: The Total X Multiplier value is divided by the Loyalty Rate to determine number of points subtracted from customer's balance.

About Earn Types
The Earn Type is the way that customers earn points in the program.
Item Based: Customers earn points based on the point value assigned in inventory.
Points earned = Points Earned value * Earn Multiplier.
Total Based: Customers earn points based on the receipt total.
Points earned = (Total * Earn Multiplier) / Loyalty Rate
Note: Item Reward and Percentage Reward programs only have a Redeem Type; no Earn Type is assigned.
About Redeem Types
The Redeem Type is the way that customers can redeem points or receive an award.

Redeem Type	Description
Item-based	The Price in Points value defined in inventory for the item is multiplied by the program's Earn Multiplier to determine the number of points that will be subtracted from the customer's Loyalty Balance.
Total-based	The user enters the number of points the customer wishes to redeem. The number of points entered is multiplied by the Redeem Multiplier and the Loyalty Rate to determine the amount of discount the customer will receive.
Item Reward	Eligible customers receive a qualifying item for free when it is listed on the receipt. You assign loyalty programs and levels to individual items using the Loyalty Item Info grid in Form View of the item record. A customer with a matching level will receive the item for free when listed on the receipt (via the Use Item Loyalty button). Only one item allowed per customer per program.
Percentage Reward	Eligible customers receive the Discount Percentage assigned to the program on all transactions.

Conflicting vs. Non-conflicting Programs
Assume these programs are already defined:

Program Name	Loyalty Level	Start Date	End Date	Earn Type	Redeem Type
TotalBasedPgm	TotalLvl	Jan 1, 2024	Jan 31, 2024	Total Based	Total Based
ItemBasedPgm	ItemLvl	Jan 1, 2024	Jan 31, 2024	Item Based	Item Based
RewardItemPgm	RewardLvl	Jan 1, 2024	Jan 31, 2024	Item Reward	Item Reward
DiscountPgm	DiscountLvl	Jan 1, 2024	Jan 31, 2024	Percentage Reward	Percentage Reward

Examples of conflicting Loyalty Programs

Program Name	Loyalty Level	Start Date	End Date	Earn Type	Redeem Type	Conflict
TotalItemBasedPgm	TotalLvl	Jan 1, 2024	Jan 31, 2024	Total-based	Item-based	Date Range overlaps & Earn/Redeem Type used
ItemTotalBasedPgm	ItemLvl	Jan 31, 2024	Feb 28, 2024	Item-based	Total-based	Date Range overlaps for a specific loyalty level For this loyalty level and one of these dates there is already a Total/Item based program in effect

Examples of non-conflicting loyalty programs

Program Name	Loyalty Level	Start Date	End Date	Earn Type	Redeem Type	Why it's Non-conflicting
TotalItemBasedPgm	TotalLvl	Feb 1, 2024	Feb 28, 2024	Total Based	Item Based	This Loyalty Level does not have a Total/Item based program for this date
TotalLvlDisc	TotalLvl	Jan 1, 2024	Jan 31, 2024		Percentage Reward	This Loyalty Level does not have a Percentage Reward for these same dates
TotalLvlReward	TotalLvl	Jan 1, 2024	Jan 31, 2024	Total Based	Item Based	This Loyalty Level does not have a Total/Item based program for this date

Removing a Program
A program within an active date range, which has NOT been used for a sale can be removed.
A program which has been used for a sale cannot be removed.
Removing a program means the customer will no longer receive the award specified by the program, whether points, discount percentage or free item.

Searching for a Loyalty Program
1. Navigate to Customers > Customer Loyalty. A search screen is displayed.
2. Click the Search By drop-down and select a search element.
3. Select an operator (Equals, Not Equal, Empty, Is Not Empty) and type the search criteria.
4. Click Search. Matching results are displayed in the grid on the right.
5. In the leftmost column of the desired program, click the check. Click the Edit button.

Inventory Price in Points, Points Earned, Gift Rewards
This section has information about how to configure Inventory item records when using item-based and/or item gift reward programs.
For item-based programs, define the Price in Points and Points Earned for each item that will earn points or be redeemable in points.
For Gift Reward programs, in the Item Loyalty Info area, assign a loyalty program to the item.
Inventory Details > Misc: Loyalty

Item-Based Program Setup (Points Earned, Price in Points)
In item-based programs, in addition to creating the loyalty program, you must assign Points Earned and Price in Points values to individual items. When an eligible customer purchases one of these items, the number of points the customer receives is equal to the Points Earned value times the program's Earn Multiplier. When a customer wants to redeem points to purchase an item, the number of points subtracted from the customer's Loyalty Balance is equal to the item's Price in Points value times the Redeem Multiplier.
To edit Points Earned and Price in Points:
Navigate to Store Operations > Inventory and search for individual items as needed.
Click the Edit button and select the Misc tab. Set the Points Earned and/or Price in Points to the desired value.
Save the changes.

Item Gift Reward Setup
In an item gift reward program, customers can receive a free item.
In the Item record, click the Edit button and select the Misc tab.
In the Item Loyalty Info grid, click the Add button.
Click the drop-down to display a list of available gift reward programs.
Select a program. The Add button is now enabled. Click the Add button.
 
The program is now listed in the Item Loyalty Info grid for the item. Click the Save button on the bottom toolbar to save the changes. Take note of the Loyalty Level assigned to the item reward program. Assign the same loyalty level to customers who will be eligible to receive the item.

Sample Inventory Item Details - Misc Tab showing Item Loyalty Info

Permissions
Retailers can control employee access to loyalty features in RP Prism using the following permissions:

Permission	Description
Loyalty - Change Opt-In Status	Allows group members to change customer opt-in status (by clicking the Enroll/Disenroll toggle button in the loyalty area of the customer record.
Loyalty - Edit Customer's Loyalty Level	Allows group members to change the loyalty level of a customer, if the loyalty level is not locked.
Loyalty - Edit Locked Loyalty Level	Allows group members to lock/unlock the Loyalty Level field on customer records. To change a customer's locked loyalty level, it must be unlocked first, and only then can the level be changed.
Loyalty - Manually Adjust Loyalty Points	Allows group members to edit customer loyalty point balances.
Loyalty - See Loyalty Points	Allows group member to view customer loyalty point balance. If a user does not have this permission, the point balance is masked.  When "See Points" permission is set to Override then Loyalty Points are replaced with *** in Grid Columns, at POS and in Item Details. In addition, in Customers > Payments tab, there is a "See Points" button that triggers an Override modal. When the permission is set to Deny, the "See Points" button is disabled.

Loyalty in Customers area
If the "Enable Customer Loyalty" checkbox is selected in Admin Console > Node Preferences > Customers > Loyalty, the Payment tab of customer records will include an area for defining and viewing loyalty information.
In the Customer Loyalty area on the Payment ta, the customer's loyalty points and enroll date are displayed. In addition, you can:

• Enroll customer in loyalty
• Set Loyalty Level
• Lock Loyalty Level
• View Loyalty History

Sample customer record showing Payment tab with Customer Loyalty area. If the "POS: See Loyalty Points" permission is set to "Deny," the points will be masked; if set to "Override" clicking the "See Points" button will display an Override modal:

Enroll Customer in Loyalty via Customer record
Click the Edit button on the customer record and navigate to the Payment tab. Scroll down to the Loyalty Info section.
Click the Enroll button. The customer is now enrolled. The button label changes to read "Disenroll".
When enrolling customers via the customer record, the default loyalty level defined in preferences is not applied. Select the desired loyalty level from the drop-down.
Save the changes.

Lock Loyalty Level
You can lock a customer's loyalty level. If a customer's loyalty level is locked, only a user with the required LOYALTY - EDIT LOCKED LOYALTY LEVEL permission can edit the loyalty level.
Click the Edit button on the customer record and navigate to the Payment tab. Scroll down to the Loyalty Info section. Click the Lock button. The customer's loyalty level is locked and the button label changes to "Unlock." Only users with the required permission can unlock the loyalty level.

Customers > Loyalty History
The Loyalty History feature enables a cashier or manager to quickly and easily verify loyalty activity for a selected customer:

• Changes to a customer's loyalty level (where and when the level was changed)
• A log of when points were earned/redeemed
• A list of reward items the customer has earned

1.    Use Customer Lookup to find and display the customer record.
2.    Click the Payment tab.
3.    Scroll down to the Customer Loyalty section. Click the Loyalty History button. Information about the customer's loyalty activity is displayed. Click OK to close the screen when finished.

Field	Description
Level	The Level tab shows transactions grouped by Loyalty Level.
Rewards	Shows chronological listing of Reward items redeemed and returned
Balance	The Balance tab displays information about the customer's starting balance and ending balance for a specified transaction.

Loyalty at POS
Viewing Customer's Loyalty Point Balance
When a customer who is enrolled in a loyalty program is entered on a transaction, if the customer has a Loyalty Balance, that balance is displayed below the customer name.
If a customer is entered and the customer is not yet entered in a loyalty program, Prism checks the setting of the "Opt-in Customers" preference. If the preference is set to opt-in customers automatically, the customer is automatically enrolled. If the preference is set to "Prompt", a prompt is displayed. This gives the user the option of asking the customer if he/she wants to be enrolled. If the customer declines, the user can click No to the prompt.
Enrolling Quick Customers in Loyalty
A customer created on the fly at POS can be immediately enrolled using Customer Details> Payment

[The information from this point forward is currently being edited; check back later]

Loyalty Discounts
For loyalty programs that reward the customer with a discount percentage, the Loyalty Discounts are shown in document subtotal as "Sales Discount".
The following rules apply:

• Predefined customer discounts are applied before Loyalty Discount
• Transaction discounts are applied before Loyalty Discount
• Item discounts are applied before Loyalty Discount

To view the loyalty discount applied to a transaction, navigate to the Transaction Details screen and click the Discounts tab. Click the Show Discounts button to view the discounts.

Button	Description
Use Points	only enabled when customer is eligible for an active program w/ REDEEM TYPE: TOTAL-BASED AND customer has loyalty points to redeemLOYALTY POINTS dialog    AVAILABLE TO REDEEM [read only]: indicates points that CAN be used (of what the customer has available) (to specified decimal place) PointValueOfItems / (PointsMultiplier * CurrencyRate) ENTER POINT VALUE: the points to be used MAX will assign the value in the ‘available to redeem' field POINTS MULTIPLIER [read only]: Redeem points multiplier as defined in the program CURRENCY RATE [read only]: The Currency> Loyalty rate defined in preferences for this subsidiaries base currency TOTAL BASED AMOUNT [read only]: Total points to be used (for this currency) PointValue * Multiplier * CurrencyRate = TotalBasedAmount REMAINING POINTS [read only]: the number of points remaining after this transaction CustomerPoints - TotalBasedAmount
Reset	clears the entered point value and related calculations
Apply
Redeem Item	Only enabled when customer is eligible for an active program w/ REDEEM TYPE: ITEM-BASED AND customer has enough loyalty points to apply for the entire item redemption amount for an item (or multiples of item).  In other words, the entire item must be redeemed, not discounted like total-based programs. LOYALTY ITEM SELECTION dialog

 

Earning Loyalty Points at POS
When a loyalty customer is added to a transaction, the program will calculate the number of points the customer will earn based on the customer's assigned loyalty level.
•    Item-based programs will award the Points Earned value in Inventory
•    Total-based programs will award points based on the transaction total
Redeeming Loyalty Points at POS
There are two ways to redeem Loyalty points at POS:
If the preference to display a prompt is selected, then the user will be prompted to use the available points when tendering the transaction
OR
The user can navigate to Transaction Details > Loyalty and click the Use Points button.
Notes about Redeeming Points

• When a loyalty customer is entered on a transaction, the number of available loyalty points is displayed under the customer's name.
• If the user goes back and edits item quantity or adds/removes items, then the entered points are cleared and the user must use the Use Points button again
• Updating the transaction subtracts the number of used points from the customer's record.
• Percentage reward programs are automatically applied as a loyalty discount (on top of any existing discounts)

 
Item Details - Loyalty
In the Item Details dialog, on the Item Details tab, users can view Loyalty information for the currently selected item on the transaction: Loyalty Earned, Loyalty Redemption and Loyalty Gift (set to Yes or No).

Transaction Details - Loyalty
In the Transaction Details > Loyalty area, you can view information about the loyalty points and amounts for the transaction. In addition, you can access options for using points, redeeming items, and applying gift rewards.

Button	Description
Use Points	This button is enabled if the customer has available loyalty points and the customer's loyalty level is assigned to a program that has the Redeem Type set to Total-Based. In the displayed dialog, enter the number of points to use.
Redeem Item	This button is enabled if the customer's loyalty level is assigned to an item-based program and the transaction includes items with a defined Loyalty Redeem value in RP 9 Inventory. In the displayed dialog, select the item(s) for which loyalty points will be redeemed.
Gift	This button is enabled if the customer's loyalty level is assigned to an Item Reward program. Click the button and then select the Gift item(s) to award to the customer. The item is listed with a discount in the amount of the item price. Tax may or may not be charged, depending on Prism preference settings

Transaction Details - Loyalty Tab Fields
Refer to the following table for a description of the fields on the Loyalty tab in Transaction Details.

Field	Description
Loyalty Available	Shows customer's available points
Loyalty Earned	Loyalty points earned on the current document.
Loyalty Earned Positive	Loyalty positive points earned on the current document.
Loyalty Earned Negative	Loyalty negative points earned on the current document.
Loyalty Redeemed	Loyalty points redeemed on the current document.
Loyalty Redeemed Positive	Loyalty positive points redeemed on the current document
Loyalty Redeemed Negative	Loyalty negative points redeemed on the current document
Loyalty Remaining Points	The customer's remaining balance after this transaction.
Total Based Reward Amount	Reward amount used for total based reward program
Item Based Reward Amount	Reward amount used for item based reward program.
Percent Reward Amount	Percent reward amount.
Item Reward Amount	Item gift reward amount.
Total Discount Amount	(read-only) Total discount amount for the transaction.
Total Tender Amount	(read-only) Total tender amount for the transaction.
Total Earn Program Name	(read-only) The name of the program for which points are being earned.
Item Earn Program Name	(read-only) The name of the program for which points are being earned (item).
Total Based Reward Program	(read-only) Total based reward program name.
Item Based Reward Program	(read-only) Item based reward program name.
Loyalty Reward %	(read-only) Loyalty reward percent associated with the customer and read from document header
Item Reward Program	(read-only) Item reward program name.

Prompt to use Loyalty
If the preference "Suggest using Loyalty points when available" is enabled and the transaction includes a customer with available loyalty points, then when the user clicks the Tender button, a prompt is displayed. The prompt that is displayed is different depending on whether the customer belongs to an item-based or total-based program. When the customer's loyalty level is for a program that has a Redeem Type of Total-Based and the preference to prompt the user to use loyalty when available is selected, a prompt similar to the one below is displayed. The dialog shows the customer's current point balance and allows the user to enter the desired number of points to apply toward the transaction total. Enter the number of points to use and then click Apply. Click the Max button to apply the maximum number of available points needed. If you click the Skip button, no points are applied to the transaction and the customer's point balance will be unchanged.
Loyalty on Returns and Exchanges
For total-based and item-based programs, the return receipt subtracts from the customer's Loyalty Balance any loyalty points earned from the transaction. When returning an item, the Loyalty Earned field displays a negative value, to reflect the number of points that will be subtracted from the customer's Loyalty Balance. Note: Gift cards and gift certificates can be awarded as gift items; however, gift card and certificates
Return Receipt for Item-Based Programs
When returning an item that is included in an item-based program (item has Loyalty Earned and Loyalty Redemption valued defined), the Points Earned value in the item record is subtracted from the customer's Loyalty Balance. On the return receipt for the item return, the Points Earned field displays a negative value.
Negative Loyalty Discount when returning item
 
Returning Item Rewards
As a "free" item, customers will typically not want to return an item reward. If a customer does return an item reward, only the tax amount can be returned.

Return with Gift Receipt
When items were bought with earning or using Loyalty points and then returned with gift receipts:

• All prices and loyalty information are copied from the original transaction
• If the Bill To Customer is the same, then normal rules for referencing a receipt apply. If the Bill To Customer is different, loyalty information from the original transaction is ignored and loyalty programs are not applied.

Loyalty and Send Sale Items
Earning Points: Earned points for send sale items are calculated when creating the send sale. After updating the send sale, information about loyalty earned is sent to the loyalty server.
Redemption: Loyalty redemption programs can be applied to send sale items when creating the Send Sale (before updating).Loyalty and Send Sale

Redeem Loyalty Points (Item-Based Programs)
If the Customer on the transaction is opted in to a loyalty program that uses item-based redemption, the Redeem Item button is enabled on the Transaction Details screen (the Redeem Item button is only enabled for item-based redemption)
The following rules apply to Transaction Details > REDEEM ITEM:

• Partial redemption of a single item is not allowed.
• The points to be used are multiplied by the multiplier defined for item-based earn programs.
• The REDEEM ITEM button is only enabled when a qualifying item (item has ‘Price in Points' defined) is on the document and points are available
• When tendering the transaction, the customer will pay the difference between the transaction total, items redeemed and the tax amount (if not included), shipping and fees.

Item Based Program Notes
For item-based programs, in addition to creating the loyalty program, you must assign Points Earned and Price in Points values to individual items in Inventory. When applying an item-based program at POS, Prism awards/redeems points based on the values in the item's Points Earned and Price in Points fields. The number of points the customer receives is equal to the Points Earned value times the program's Earn Multiplier.
If the customer has available loyalty points and the transaction includes one or more items with Loyalty Redeem value defined (in RP 9 Inventory), then you can redeem the points in the Transaction Details dialog. For item-based programs the customer must have enough points available to cover the item-redemption value of the item; partial discounts are not allowed. The number of points required to purchase the item is equal to the item's Loyalty Redemption value times the Redeem Multiplier. Note: If the preference to suggest using loyalty points when available is selected, then when tendering the transaction, the user will be prompted to use the points, if not used already.
1.    Click the Transaction Details button.    
2.    Select the Loyalty tab.    
3.    Click the Redeem Item button.    
4.    A list of item that can have loyalty points applied is displayed. Click the check box for each item that points will be used.   
5.    Click the Use Selection button.    
6.    Tender and update the transaction. Points are subtracted from the customer's balance.    

Skip Using Loyalty Points
If points are available and the transaction includes items that can be purchased using Loyalty points, if the user clicks the Skip button, the points will not be used.

Viewing Item-Based Loyalty in Item Details
Click the Show Discounts button to view the discount breakdown for redeeming the loyalty points.

Total-Based Program Notes
In Total Based programs, points are earned/redeemed based on the receipt total. The tax amount may or may not be included when earning points, depending on the "Include Tax when Accumulating Points" preference.
Earning Points
When you list an eligible customer on a receipt, the number of points the customer will earn is based on either the receipt subtotal or subtotal with tax, as determined by the "Include Tax when accumulating points" preference setting.
Earn Pts = (Total * Earn Multiplier) / Loyalty Rate

Rounding of Total
The number of points received is determined by the preference setting in Admin Console > Node Preferences > Customers > Loyalty.
0: (default) ROUNDS Total-based points earnings to nearest whole $ (up or down)
None: ROUNDS Total-based points earnings UP to the whole $
1, 2, 3, 4: ROUNDS Total-based points earnings to the specified number of significant digits
This preference is especially useful for retailers who use a relatively small multiplier for the "Earn" rate of Total-Based loyalty programs. For example, consider a retailer with an earn rate of .01. The retailer's intention is that for every $100 spent, the customer will receive one loyalty point; however, due to rounding, a receipt for $60.00 (or $55.00 or $70.00) will also receive one loyalty point. For retailers with this type of configuration, customers would end up earning points at a much higher rate than intended.
Redeeming Points
If the customer has available loyalty points and the transaction includes one or more items with a Price in Points value, then you can redeem the points in the Transaction Details dialog. The number of points required to purchase the item is equal to the item's Price in Points multiplied by the Redeem Multiplier. Note: If the preference to suggest using loyalty points when available is selected, then when tendering the transaction, the user will be prompted to use the points, if not used already.     The number of points that will be subtracted from the customer's Loyalty Balance is determined using the following formula:
Discount = (Used Points * Multiplier) * Loyalty Rate
Note: The Use Loyalty Points dialog is displayed automatically when the user goes to the Tender screen if the preference option "Suggest using Loyalty points when available" is enabled.
1.    Click the Transaction Details button.    
2.    Select the Loyalty tab.    
3.    Click the Redeem Item button.    
4.    Click the Use Points button.     
5.    Either enter the point value to be applied to the receipt, or select the Max button to apply the maximum available number of points.    
6.    Click the Apply button. Click the Close button to close Transaction Details.    
7.    A Loyalty Discount is applied and the transaction total is updated. The customer's Avail Lty Points is also updated.    
Notes about the Use Points Modal

• Transaction Details> USE POINTS is only enabled for Total-Based redemption
• Transaction Details> USE POINTS allows up to the maximum transaction amount (including taxes, fees, shipping)
• Transaction Details> USE POINTS multiplies points to be used by the active Total-based on earn multiplier
• Transaction Details> USE POINTS option is enabled only when points are available & merchandise is on transaction
• Transaction Details> USE POINTS dialog: MAX button populates the points to be used with the lesser of either available points or (item $ amount / multiplier / currency rate)
• Total-Based: Tender Transaction> Customer only pays the difference between transaction total & points redeemed

Percentage Reward Program Notes
In Percentage Reward Programs, eligible customers do not receive loyalty points or maintain a point balance. Instead, eligible customers receive a set percentage discount off purchases. When setting up a discount percentage reward program, select Percentage Reward as the Redeem Type (there is no Earn Type) and enter the percentage discount that eligible customers will receive in the Percent Reward field. When an eligible customer is listed on a receipt, the Percent Reward is automatically applied to the receipt total.
You can view the loyalty discount amount and other details by clicking the Show Discounts button in Transaction Details.

Gift Item Reward Program Notes

If a Gift Item Reward is available, the Gift button will be available.
The following rules apply:

• Transaction Details> GIFT is only enabled for a Gift Item Reward
• Transaction Details> GIFT only allows redemption of 1 gift item 1x per reward level
• Transaction Details> GIFT allows Gift choice from a list of gifts available
• Transaction Details> GIFT is only enabled if an unclaimed gift item is available
• A returned reward item (by referencing receipt) will make customer eligible for another Reward Item
• Item Reward: Tender Transaction> Customer only pays tax (if not included) and any additional merchandise, fees, shipping
• The amount will show up as a loyalty discount amount on reports.

If the customer is eligible for an Item Reward, the Loyalty section will display a gift symbol. When you enter an eligible customer on a transaction in RP Prism, a green pop-up is displayed.    
Select the Transaction Details button and select the Loyalty tab.    
Click the Gift button.
If an Item Reward program is assigned to a current customer's loyalty level and if the customer has not been given that reward yet, then user will be shown a list of available items. Select the desired item and click the Apply button.    Click OK. The item will be added to a document with a price of 0.00. Taxes may or may not be applied, depending on the "Charge Tax on Loyalty Items" preference.     

Item Reward Program in Inventory Item Record
If an item has an Item Reward program assigned, you will see the information in the item's inventory record. Click the Misc tab to view loyalty information. In the Item Loyalty Info area is the name of the loyalty program.
 If a customer is assigned a loyalty level that is linked to an Item Reward program, the customer record will have information about the items given. Click the Customer Loyalty tab. You will see an area at the bottom labeled "Item Given" with the number of items give to the customer as part of the loyalty program.

Loyalty on X/Z-Out Reports

• Earning Loyalty points does not reflect on X-Out or Z-Out reports
• Redeeming w/ Loyalty points shows on X-Out and Z-Out as Discount: (Paid In) ‘Loyalty'
• On a Z-Out report, any loyalty amounts redeemed are listed under the Discounts section.

On X/Z-Out Reports, the following loyalty-related information is displayed.

Discount Type	Description
% Reward	Amount (in base currency) of loyalty discounts applied.
Loyalty	Amount (in base currency) of loyalty points applied.
Reward Lty	Amount (in base currency) of loyalty reward items given.
Paid In	Loyalty amount used because of application of points to a transaction (redeemed). Earning an Item Reward shows on X & Z-Out as Discount: (Paid In) ‘Reward Lty' Use of Disc% program shows on X & Z-Out as Discount: (Paid In) ‘% Reward'
Paid Out	Only used for return of Loyalty Reward item. Returning an Item Reward shows on X & Z-Out as Discount: (Paid Out) ‘Reward Lty'
Net	Paid Out amount minus Paid In amount.

Taxes and Customer Loyalty
Loyalty Preference Settings Related to Tax
You can customize the way the customer loyalty feature handles taxes.
For example, you can select:

• Whether customers in total-based programs will earn points for tax amounts.
• Whether customers must pay the tax on item rewards (free items).

Refer to the following table for information about tax-related loyalty settings and how they affect each program type.

Preference	Item Based	Total Based	Item Reward	Percentage Reward
Include Tax when Accumulating Points	No effect. Points earned are determined by the Loyalty Earned value in inventory and the program multiplier.	If selected, points earned are based on Price with Tax. If not selected, points earned are based on Price.	No effect. Item Reward programs do not earn points.	No effect. Percentage Reward loyalty programs do not earn points.
Charge Tax on Loyalty Items (affects redeeming/using Loyalty)	If selected, when redeeming points, the item's price (excluding tax) is entered in the Loyalty Savings field. If not selected, the item's Price with Tax is entered in the Loyalty Savings field.	Both Price and Price with Tax fields are set to $0.00.	If selected, when redeeming points the item's price is discounted to $0.00 but the tax is charged to the customer. In a VAT environment, the Tax amount is entered in the Price with Tax field. If not selected, no tax is charged to the customer. Both Price and Price with Tax fields are set to $0.00.	No effect. The discount percentage is always applied to the Receipt price with tax.

Force Orig Tax on Inventory Items
There may be items for which a retailer wants to make sure full tax is applied to an item (based on the Price for the item in the currently active price level in Inventory).
If you select the Force Orig Tax flag in an item's inventory record, the Force Orig Tax flag will be automatically selected when the item is listed on a receipt or sales order (the flag can also be set from the receipt). With the flag selected, Tax is calculated based on the original (non-discounted price) rather than the discounted price. That is, the Price for the currently active price level in Inventory is used to calculate the Tax % and Tax Amt for the line item. 
If the Force Orig Tax flag is NOT selected for an item on a receipt or SO, the tax amount for the item is calculated based on the discounted price.
You can add the Force Orig Tax field to Inventory item records and the item list in receipts and sales orders.
Important! The Force Orig Tax flag does not affect global (document-level) discounts or Percentage Reward programs. The flag only affects the tax amount for the item.
How Force Orig Tax Affects Loyalty Programs

Item-Based	Total-Based	Item Reward	Percentage Reward
When redeeming points, the customer must pay the tax on the Loyalty Savings amount.	When redeeming points, the customer must pay the tax on the Loyalty Savings amount.	When an item reward is given, the customer must pay the tax amount for the Price of the item.	This is similar to a global discount, so the Force Orig Tax flag is ignored. Note: This flag affects receipts and sales orders only. It has no impact on calculating taxes in Inventory or the original tax amount on line items.

Security for Editing Force Orig Tax
You can control the ability to edit the Force Orig Tax tag via the following security permission: Receipts > Items - Change Tax Information

Detax Situation
When a Detax is done at POS, Retail Pro will ignore the Force Tax flag and remove the tax.

Force Orig Tax Flag and "Charge Taxes on Loyalty Items Preference"
The Force Orig Tax flag is independent of the Charge Taxes on Loyalty Items preference found in Node Preferences > Customers > Loyalty. If the Force Orig Tax flag is selected for an item that is assigned to an Item Reward program, the pre-discount tax will be charged to the customer, even if the Charge Taxes on Loyalty Items preference is cleared.

Printing Loyalty information
Loyalty Summary block on POS Transactions
Various loyalty fields can be added to the document designs used when printing receipts.
Loyalty fields are available at both the document level and item level on document designs.
Sample Document Design Receipt 8x11 design showing document-level loyalty fields:

Replication of Loyalty Information
Customer Loyalty information is replicated using multiple resources. The following table lists the resources that replicate loyalty information and the specific information replicated.

Resource	Replicated Information
inventory	Replicates Points Earned and Price in Points values from RIL to Prism (item-based loyalty programs). In addition, Item Reward program information is replicated for those items part of programs that have a Redeem Type of "Item Reward."
customer	customers must, at a minimum, replicate to the server hosting the Prism Loyalty Server so they may be looked up for  loyalty point balance, loyalty level, and other relevant customer information
ltylevel	Use this resource to replicate loyalty levels and programs to Prism.
ltylevelprogram	list of loyalty programs, child resource of ltylevel

Replication of Loyalty Settings for Inventory Items
Item-based programs use the values entered in the Points Earned and Price in Points fields in the Prism Inventory item records. For items that are in item-based programs, the Loyalty Earned and Loyalty Redeemed values entered in RIL inventory are copied to the Points Earned and Price in Points fields in the item record in Prism during initialization. If an item is part of an Item Reward program, that information is replicated, too, and can be viewed in the item record on

Permissions related to Loyalty
Store Operations > Employees > Groups
Retailers can control employee access to loyalty features in RP Prism using the following permissions:

Permission	Description
Loyalty - Change Opt-In Status	Allows group members to change customer opt-in status (by clicking the Enroll/Disenroll toggle button in the loyalty area of the customer record.
Loyalty - Edit Customer's Loyalty Level	Allows group members to edit the Loyalty Level field of customer records.
Loyalty - Edit Locked Loyalty Level	Allows group members to lock/unlock the Loyalty Level field on customer records. To change a customer's locked loyalty level, it must be unlocked first, and only then can the level be changed.
Loyalty - Manually Adjust Loyalty Points	Allows group members to edit customer loyalty point balances.
Loyalty - See Loyalty Points	Allows group member to view customer loyalty point balance. If a user does not have this permission, the point balance is masked.