Loyalty – Member Lifecycle

Guests become loyalty members automatically on the first paid order. No manual registration, no app to install, no form to fill in.

Step 1: Auto-enrollment

On the first paid order in the system:

1. Order finalizes in the POS (status = paid)
2. Vendion auto-creates a member record for the guest
3. Points are calculated and added to balance
4. Event logged in the member history (audit trail)

Identification: Membership links to the guest's customer profile (phone-number based). Guest never needs name or email to start earning points.

Anonymous guests: If the order has no linked customer (e.g. cash-only without phone), no member is created. Points cannot be claimed retroactively later.

Step 2: First tier

On enrollment the guest is placed on the lowest tier (0 SEK threshold). With Silver/Gold/Platinum at 0/5,000/20,000 SEK thresholds, the guest becomes Silver immediately.

Tip: Always have an entry tier with 0 SEK threshold. Otherwise new members sit without a tier and miss perks.

Step 3: Earning over time

Each paid order gives points via the formula: qualifying spend × points per krona × tier multiplier.

Example: Gold member (1.5×) with 500 SEK order (100 SEK is alcohol, excluded):

• Qualifying: 400 SEK
• Points = 400 × 1 × 1.5 = 600 points

Step 4: Tier progression

A nightly tier-refresh runs:

1. Sums member's 12-month spend
2. Finds the highest matching tier
3. Updates the member's current tier
4. If tier changed:
   • Removes previous tier's auto-tag
   • Applies new tier's auto-tag
   • Triggers welcome automation if enabled

What the member sees: On the next visit, a new tier badge appears in the checkout sidebar and on the public loyalty page.

Step 5: Redeem points

Once the balance is enough:

• In POS: Server clicks the redeem button in the loyalty sidebar
• Online: Guest clicks "Redeem points" at checkout
• Public view: Read-only – redemption happens in the order flow

Balance decreases, order gets discount, event logged.

Step 6: Points expire

If the guest doesn't earn for X months (default 24), the oldest points expire. A nightly expiry check:

1. Finds earn entries older than the expiry limit
2. Creates a matching expire entry
3. Reduces balance

Note: Expiry triggers on inactivity. A guest earning one point every six months resets the clock for that new batch – but older batches keep aging.

Step 7: Downgrade

If 12-month spend drops below the current tier's threshold (e.g. large refund or long inactivity):

• Tier-refresh moves the member down
• Auto-tag replaced with lower tier
• Perks change forward (existing points retained)

Manual adjustment

Sometimes you'll need to adjust points manually (compensation for a bad visit, refund compensation, birthday bonus):

1. Open the member profile
2. Click Adjust points (requires the right permission)
3. Enter point count (positive or negative) and reason
4. Save

Logged with who performed it and the reason.

What's stored?

• Membership: balance, lifetime earned, current tier, last tier-refresh
• Transaction history: append-only history of all transactions (earn/redeem/adjust/expire)
• 12-month spend: last calculated 12m spend (updated nightly)

You can always see full history in the member profile.