Run a customer club
The customer club turns customer actions into points, points into coupons, and repeat buyers into tiers. It is optional, and worth switching on once orders are flowing rather than on day one.
How the club works
Three rules explain the whole model:
- Points only buy coupons. Members spend points on coupons from your catalogue, each priced in points. Points are never spent at checkout.
- Buying a coupon costs you nothing. Using one does. When a customer uses a coupon, its value is paid at that moment from your Marketing Wallet.
- If the marketing wallet runs short, coupons stop working. The customer is asked to contact support, and keeps their coupon. Charge the wallet and it works again.
Step 1 — Switch it on
| Setting | Decides |
|---|---|
| Customer club | On: customers earn points and can buy coupons from your catalogue. Off: the programme page is hidden, no points are earned and no coupons can be bought |
| Currency | The currency your coupon catalogue is priced in |
| Expiry | Never expire, or expire after 1–120 months |
Expiry
Expiry is live. Points that sit unspent past the window are retired nightly, oldest first, and the member sees an expiry row in their own history.
The window is fixed on points when they are earned, so switching expiry on, or changing the months, only affects points earned from then on. See Club Settings.
Tiers are calculated from lifetime points, which only ever grow. Expiring, spending or clawing back points never moves a member down a tier.
Step 2 — Decide how points are earned
The platform offers the actions it can see happen: Purchase, Sign-up, Inviting a friend, Joining with a friend's code and Tour review. Each pays once it has an active rule; an action with no active rule pays nothing.
| Field | Notes |
|---|---|
| Action | One of the actions above |
| Service | Purchase rules only. A service, or All services |
| How points are counted | Purchase rules only: flat points per booking, or points per unit of currency spent. Other actions award flat points |
| Points | 1–1,000,000 |
| Maximum points per order | Optional cap on proportional rules |
| Title and Subtitle | What customers read in the "Ways to earn" list |
| Order | Lower numbers are listed first |
| Status | Active or Inactive |
One rule per action, and one per service for purchases. Purchase points count what the customer paid out of their own money, after any coupon.
The maximum points per order cap is worth setting on any proportional rule. Without it, one very large booking can mint a balance that costs you for months.
Step 3 — Add tiers
A tier is reached at a lifetime points threshold and gives an earning multiplier.
| Field | Notes |
|---|---|
| Name | Silver, Gold, and so on. Up to 60 characters, and unique |
| Lifetime points to reach it | The threshold |
| Earning multiplier | 1 to 10, one decimal. Purchase points are multiplied by this |
| Colour | Required. Hex, for the tier badge |
| Display order | Optional. Saved, but tiers are always listed by threshold |
| Perks | One per line, up to 20. Shown on the programme page |
| Status | Active or Inactive |
A multiplier raises what members earn on purchases, so a ×2 tier doubles the points those members collect. Keep the top tier reachable but not cheap. Tiers can also keep a catalogue coupon for members at a tier or above.
A member's tier is worked out again only when they earn or spend points through the club, or when you adjust their points in Members. Adding, editing or deleting a tier moves nobody until then, so members who had points before your first tier existed show No tier until their next booking. See Tiers.
Step 4 — Give points something to buy
Each entry is a coupon and its Price in points. Buying it gives the member a brand-new personal coupon with the entry's values.
| Field | Notes |
|---|---|
| Title, Subtitle, Condition text | What appears on the catalogue card |
| Price in points | What the member spends |
| Coupon type | Percentage discount, Fixed discount or Wallet top-up |
| Currency | The currency of the coupon's amounts. A wallet top-up must be in USD or IRR |
| Percent off / Amount off / Amount added to the wallet | The value |
| Maximum discount | Optional cap on a percentage discount |
| Minimum order amount, Services, Single product | Discounts only. Where the coupon can be used |
| Valid for (days) | 1–3,650, counted from the moment of purchase |
| Lowest tier allowed | Every member, or a tier and above |
| On sale from / On sale until | Optional sale window |
| Stock | Optional total. Empty for unlimited |
| Purchases per member | Optional |
| Status | Active or Inactive |
Changes affect future purchases only. A member holding a coupon bought last week keeps its original terms, and removing the entry does not revoke it.
Step 5 — Fund the coupons
Every coupon your customers use is paid from here: a USD coupon from the Dollar wallet, any other coupon from a rial wallet the panel does not show and cannot charge. Charge wallet moves money into the dollar wallet from your platform wallet, confirmed with a 6-digit code emailed to you. The email also states the amount, and the code confirms only that amount.
Charge what you expect the club to cost. The card warns you when the balance runs low and when it is empty.
At checkout a coupon does not make the order cheaper: its value moves from your marketing wallet into the customer's wallet, and the order is charged at full price. Your margin on the booking is untouched. The club costs you exactly what leaves the marketing wallet.
Step 6 — Watch the members and the coupons
Members lists every member with their tier, current balance, lifetime points and join date. Adjust points credits or debits a member manually, with a title and optional subtitle the member sees in their own history. A debit that would overdraw the member is refused, and a clawback never demotes them.
Issued Coupons lists every coupon your customers hold, read-only. View uses shows each time a coupon was used: Being settled, Used, or Handed back when your marketing wallet did not pay.
What customers see
| Where | Shows |
|---|---|
Customer club page, at /loyalty on your storefront | Ways to earn from your active earning rules, your Tiers and your catalogue as the Coupon shop, where an entry that cannot be bought right now is marked Sold out. It does not exist while the club is off |
| My Points in their account | Their balance, lifetime points, progress to the next tier, a History of every credit, spend and expiry, and the Coupon shop, where each coupon shows its value and they buy it after confirming the price. An entry they cannot buy says why: tier too low, purchase limit reached, or not enough points |
| My Coupons in their account | The coupons they hold, under Active, Processing, Used and Expired. A wallet top-up coupon has an Add to my wallet button instead of a code |
At checkout, a Your coupons card lists the customer's active discount coupons that fit the booking — its currency, service and product, and a minimum order the booking reaches — and they pick one with Use. The card appears at flight, hotel, tour and activity checkout for signed-in customers; for a tour, only when the plan's payment method is Payment gateway, not Cash or Card number. It tells the customer that the coupon value is added to their wallet and the booking is charged at full price, so they only pay the difference. The order summary does the same: it keeps the full price as the total and shows what is left to pay after the coupon.
Changes to the club can take up to five minutes to reach the customer club page. My Points and My Coupons are in the account menu. The customer club page is linked from How the club works on My Points; add it to a menu if you want visitors to find it before they sign in.
Scenarios
Launch a modest, safe club
Switch on. Create a purchase rule for All services that gives back 1–2% against your catalogue prices, with a per-order cap. Add two or three discount coupons to the catalogue with a Maximum discount and a Purchases per member limit. Charge the marketing wallet with a first budget. Add one tier later, once you can see who your repeat buyers are.
Reward your best customers without discounting everyone
Tiers. A ×1.5 multiplier at a high lifetime threshold costs you only on customers who have already bought a lot. For a perk only they can buy, set Lowest tier allowed on a catalogue coupon.
Run a limited-budget promotion
Add a catalogue coupon with a Stock, an On sale until date and a Purchases per member limit. For a fixed discount, stock times its amount is the most the promotion can cost you.
Apologise to a customer
Members → Adjust points, positive amount, with a title they will recognise such as Goodwill correction and a subtitle with the ticket reference.
Customers say their coupons stopped working
Open the Marketing Wallet. If the balance is empty or low, charge it. Their coupons are still theirs and work again once the balance covers them.
Points are costing too much
Lower the earning rules, or raise catalogue prices for future purchases. Coupons already bought keep their terms.
Turn the club off
Switching Customer club off hides the programme page and stops points being earned and coupons being bought. Existing balances are not deleted.
Important notes
- Points only buy coupons. They are never spent at checkout.
- Using a coupon is paid from your marketing wallet, never from your margin. Money in it cannot be withdrawn.
- An empty marketing wallet stops coupons working, without warning customers in advance.
- Tiers use lifetime points, so spending never demotes anyone. Their multiplier applies to purchase points only.
- Catalogue entries are templates. Editing one does not change coupons already bought.
- Approving a tour review pays the customer when you have an active Tour review rule.
Related
- Club Settings · Earning Rules · Tiers · Coupon Catalogue · Issued Coupons · Marketing Wallet · Members
- How money moves — where the marketing wallet sits