Loyalty

Give guests a reason to come back. They earn on every order and spend what they earned on the next one, and you see who is earning under Members.

You will need: a Muncho plan. Loyalty comes with every plan, from Basic up. Without a plan you can open the page and fill it in, but saving opens Ready to use Muncho? with the plans.

1. Pick the kind of program

Under Marketing in the sidebar, open Loyalty > Program. The page is called Rewards program. Under What kind of program is this?, pick one:

Cashback: guests get a share of what they spend back as credit.
Amount Spent: guests earn points as they spend, and trade them for rewards.
Visits Made: guests earn a stamp each time they come in.

Choose with care. Once the program is live or has reward stages, changing the kind asks first (Before you change the kind of program), because every guest’s balance is then counted the new way.

Under Set it up are six steps: 1. Theme, 2. Title, 3. Reward (3. Cashback in a cashback program), 4. Terms, 5. Reminder & Expiry and 6. Messages. Press a step to open it, or use Next and Back. This guide takes them in that order. The phone under What your guests will see shows the card as you change it. The labels below say points; a cashback program says cashback, and a visits program says stamps.

2. Design the card

Open the Theme step (How should your rewards card look?) and set:

Logo: a link to your logo. Leave it blank to use your restaurant’s own.
Banner photo: a link to a photo that sits across the top of the card.
Card colour and Writing colour: your brand colour, and the colour of the words on the card.

3. Name the program

Open the Title step (What do you want to name your loyalty program?). Set the Header, which starts as your restaurant’s name, and the Subtitle under it.

The line on the payment page is what a guest with a balance reads when they pay. Write {amount} where the rupee amount goes.

4. Set what guests earn

Open the Reward step (Cashback in a cashback program) to set how guests earn and what they can spend it on.

Under Customer earns, set What one point is worth (₹), for example 1. In a cashback program, set Cashback on every bill (%) instead. Under Points Issue Settings, pick whether guests earn on the Final amount (after discounts, tax and charges) or the Subtotal (the menu price, before discounts).
Rules you can add are all off to start with. Switch on only the ones you want, for example Minimum purchase for earning points, Limit points redemption on total bill amount, Hold points back until a guest has enough or a Welcome offer on a guest’s first orders.
Under Member discounts apply on, tick the order types that get the welcome offer and the stage discounts: Dine-in, Takeaway and Delivery. Points are earned and spent on every order type either way.
Under Reward stages, press Add reward stage for each level. Give it a Reward Tiers Name, the Customer Lifetime Spent it starts at, and under Customer earns how many rupees earn one point, for example 100 (in a cashback program, the percent back at that stage). A guest also moves up after the number of orders in Or reached after this many orders, if you fill it in. Instant discount at this stage, percent off is optional.
Under Rewards, press Add reward for each thing guests can trade their points for. Fill in Guests see, for example “Free dessert”, the Points needed, and the Reward: A free item, Percent off or Rupees off. A cashback program has no rewards list, because the cashback is the reward.

5. Add your terms

Open the Terms step and write your Terms & Conditions under Your terms, one rule per line. Tick a line under Popular Suggestions to add it. Guests see the terms at the bottom of their rewards page.

6. Set reminders and expiry

Open the Reminder & Expiry step. Both rules are on to start with:

Points Reminder messages a guest about their balance once they have been away for the Days since their last purchase, 30 to start with.
Points Expiry clears a balance a guest never used. Set the Months after last purchase (12 to start with), what it is Counted from (Their last purchase or When they earned it), and Warn them this many days before (30 to start with).

What that looks like for a guest lays out the whole cycle with your numbers. Change the numbers, or switch either rule off.

7. Check the messages

Open the Messages step (How do your guests hear about it?). Guests get up to six WhatsApp messages: Welcome, Points earned, Points redemption, Points reminder, Points expiry and Tier update.

Pick one under Which message. Switch Send this message off if you do not want it, or change What it says. Words in braces, such as {name} and {balance}, are filled in for each guest. The phone shows the message as it will arrive. To get it on your own phone, type your number under Try it on a phone and press Send a test.

8. Save and go live

Press Save and go live at the top of the page. Guests cannot see the program until you do; Save draft keeps it hidden while you work on it.

If Reelo is still connected, Muncho asks first (Reelo is still connected). Press Switch to Muncho rewards to turn Reelo off here, or Keep Reelo. A restaurant runs one rewards program at a time.

Muncho confirms with Your rewards program is live. Press See who is earning to open Members, or Stay here. From then on the buttons at the top read Save changes and Turn off.

How guests earn and spend

Points are earned and spent on every order type: dine in, delivery and pickup. A guest earns when the order carries their phone number.
To spend points, the guest enters the 4-digit code Muncho sends to their mobile.
Every member, with their balance and history, is under Loyalty > Members.

Common failures

Saving opens "Ready to use Muncho?"

Your restaurant has no plan yet. Loyalty comes with every Muncho plan, from Basic up. Choose a plan in that window, then press Save and go live again. See Plans and the Muncho wallet.

The page says "This kitchen runs" another restaurant's program

This kitchen belongs to a brand that shares one program. Sign in to the restaurant the page names and open Loyalty there to change it.

A guest says they did not earn points

Points only go to an order that carries the guest’s phone number. Check that the guest gave their number when they ordered.

A guest cannot use their points

They need the 4-digit code sent to their mobile. If you switched on Hold points back until a guest has enough, they also need at least that many points first.

The phone says "This one is switched off, so nobody gets it."

That message is off. In the Messages step, switch Send this message back on for it, and check that WhatsApp under Where they go out is on.

Next steps

WhatsApp campaigns: message one loyalty level.
Customers: everyone who has ordered.