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Loyalty and rewards

Reward regular customers so they order again.
By Hamad
• 7 articles

Set up a points loyalty program

For: Owners, Operations, Marketing Where: Grow > Loyalty > Program > Point-based loyalty Available: Web dashboard and Zyda phone app (Android) · All countries Most first-time customers never order a second time. A points program gives them a reason to come back: every order earns points, and points pay for rewards you choose. How it works 1. A customer places an order on your online store or your app. 2. When the order reaches the status you choose, for example Delivered, points go to the customer's balance. 3. The customer spends points on a reward, such as a free item or free delivery, on a later order. The Earning rules tab of a points program Points are counted on the item total after discounts and promo codes. Delivery fees, service fees and tax never earn points. For example, with 1 point per 1 KWD, an order with 8.500 KWD of items and a 0.500 KWD delivery fee earns 8 points. Points are rounded down. You can run one loyalty program at a time: points or cashback. Turning points on ends a running cashback program. Before you start - Permission: you need edit access to Loyalty. The Owner, Operations and Marketing roles have it by default. Set up the program 1. Go to Grow > Loyalty. 2. Under Point-based loyalty, select Select. If no program is running yet, select Choose your program first. 3. On the Earning rules tab, enter Points earned per 1 KWD (or your currency). It must be a whole number. 4. Under Applies to, tick Delivery, Pickup or both. 5. Under When to issue points, choose the status for Delivery orders and Pickup orders. 6. Optional: set a minimum order amount and choose excluded items (see below). 7. Select the Expiry & reminders tab. Choose when points expire and when to remind customers. 8. Select Launch. The program starts at once. You see "Loyalty program saved". Choose which orders earn points Applies to controls the order types: | You tick | These orders earn points | |---|---| | Delivery | Delivery orders | | Pickup | Pickup and curbside orders | | Both | Delivery, pickup and curbside. Dine-in too, if dine-in is on. At dine-in, each diner earns points on what they pay. | Orders your team creates in the dashboard earn points too, when they are for a real customer. These orders never earn points: cancelled orders, wholesale (business) orders, and orders sent from your own system through the orders API. Choose when points arrive When to issue points sets the status that gives the points. Each order earns points only once. - Delivery orders: Accepted, Ready, Out for delivery or Delivered. The default is Delivered. - Pickup orders: Accepted, Ready or Picked up. The default is Picked up. A later status is safer. If you give points at Accepted and then cancel the order, Zyda takes the points back, but the customer saw them first. Set a minimum order amount 1. Under Require a minimum order amount?, choose Require a minimum. 2. Enter the Minimum Order Amount. Zyda compares it with the item total after discounts. 3. Under This minimum applies to, choose Earning points, Redeeming rewards or Earning & redeeming. Customers below the minimum see "Add 1.500 KWD more to start earning points" in their cart. Keep some items out Some items have low margins, such as drinks or gift cards. You can stop them from earning points. 1. Under Excluded items, select Select items. 2. Search, or tick items in each category. Select all ticks a whole category. 3. Select Done, then Save. Everything else still earns points. Customers do not see an earn hint on an excluded item. Choose the card design On the Loyalty card tab, pick a Background pattern: None, Rings, Dots, Grid or Diagonal. The card always uses your brand colour. Customers see it on the home page of your store and app, with their balance and how far they are from the next reward. Set when points expire On the Expiry & reminders tab: 1. Under Do points expire?, choose Points expire or Points never expire. 2. If points expire, enter the number of months. Each order's points expire on their own date, counted from the day they were earned. When a customer spends points, the points that expire soonest go first. Customers do not see expiry dates in the store, so send reminders. See Send reminders before points or cashback expire. Change or stop the program - To change a setting, open Grow > Loyalty, select Manage on the active card, change it, and select Save. New rules apply to points given from then on, also for orders placed earlier that reach the status later. - To stop the program, select Deactivate, then confirm. Customers stop earning. Your rewards stay in the list, but you cannot add new ones until you launch again. Rules and limits - One program at a time: points or cashback. - Points per currency unit: a whole number greater than 0. - Points are rounded down for each order. - Guests earn points under their phone number. The points join their account when they sign in with that number. Guests cannot spend points. - You cannot edit an order after it has earned points. Common questions Why didn't my customer get points? Check four things. The order reached the status in When to issue points. The order type is ticked in Applies to. The item total is above your minimum. The items are not excluded. What happens to points when I cancel an order? Points the order earned are removed. Points the customer spent on it go back to their balance, with a new expiry date. What happens to points when I refund an order? A refund from the dashboard does not change points. Only a cancellation does. Can I run points and cashback together? No. You can run one program at a time. Related articles - Create rewards customers buy with points - Send reminders before points or cashback expire - What customers see when they earn and redeem - Set up a cashback program

Last updated on Oct 20, 2026

Create rewards customers buy with points

For: Owners, Operations, Marketing Where: Grow > Loyalty > Rewards Available: Web dashboard and Zyda phone app (Android) · All countries Needs: A live points program Points only bring customers back when there is something worth spending them on. Rewards are what customers buy with their points, for example a free coffee for 50 points. How it works You create rewards and give each one a points price. Customers see your rewards on the Rewards page of your store and app. Each reward shows Unlocked when the customer has enough points, or how many points they still need. When a signed-in customer redeems a reward, it goes into their cart. Zyda takes the points when the order is placed. A reward with its type, name and points price Reward types | Type | What the customer gets | |---|---| | Free item | One item from your menu, free. You choose the item. | | Percentage discount | A percentage off the items, from 1% to 100%. You can set a maximum discount. | | Amount off | A fixed amount off the items. | | Free delivery | No delivery fee on the order. | | Points multiplier | More points on this order, for example 2 for double points. The value must be greater than 1. | Discounts apply to the items, not to delivery. A percentage discount counts the item price only, not paid extras such as added toppings. A discount never takes the items below zero. You cannot change a reward's type after you create it. To change it, delete the reward and create a new one. Create a reward 1. Go to Grow > Loyalty > Rewards. 2. Select Create reward. 3. Choose the Reward type. 4. Fill in the type's details. For example, for Free item, choose the Reward item. 5. Enter the Reward name (EN). Add the Arabic name and the descriptions if you sell in Arabic. 6. Enter Points required. 7. Optional: set the extra options (see below). 8. Select Add reward. The reward is live at once, unless you set a start date. Control when and how often a reward is used Under Extra Options: - Require a minimum order amount?: the customer's items must reach this amount. - Applies to: delivery, pickup or both. - Redemption limits: Total redemptions for all customers, and Per customer. Leave blank for no limit. - Valid Days: tick the days the reward works. Leave all empty for every day. - Limit to specific hours?: choose Yes, set a time window, then From and To. Useful for a quiet-hours reward, such as 3 PM to 6 PM. - Schedule availability?: choose Set a date range for a reward that runs for a season. For a scheduled order, Zyda checks the day and hour of the scheduled time, not the time the customer orders. Reward statuses | Status | Meaning | |---|---| | Active | Customers can redeem it now. | | Scheduled | Its start date is in the future. | | Expired | Its end date has passed. | | Inactive | It was deleted, or its free item was removed from the menu. | Edit or delete a reward - To edit, select Edit on the reward, change it, then select Save changes. - To delete, select Delete, then confirm. Customers can no longer redeem it. Past redemptions stay in your members' history. Rules and limits - You need a live points program to add rewards. If you deactivate points, your rewards stay in the list, but you cannot add new ones. - One reward per order. - A customer cannot use a reward and a promo code on the same order. Automatic offers also stop while a reward is in the cart. - Customers must sign in with their phone number to redeem. Guests can only see the rewards. - Rewards do not work on wholesale (business) orders. - If you remove a free-item reward's item from the menu, the reward stops. Common questions My customer says a reward will not apply. Why? The customer sees one general message: "This reward can't be applied to your current cart." Check that they are signed in and have enough points. Check the reward's minimum, days, hours, order type and limits. Check that there is no promo code in the cart. Do customers see the days and hours a reward works? No. Mention them in the reward description, for example "Weekdays, 3 PM to 6 PM". Can customers use two rewards on one order? No. Each order can have one reward. Do customers earn points on an order where they used a reward? Yes. The reward does not lower the points they earn on that order. Related articles - Set up a points loyalty program - What customers see when they earn and redeem - See your loyalty members and add or remove points

Last updated on Oct 20, 2026

See your loyalty members and add or remove points

For: Owners, Operations, Marketing Where: Grow > Loyalty > Members Available: Web dashboard and Zyda phone app (Android) · All countries Needs: A points program A customer calls to say their points are missing. Or you want to thank a regular with a birthday gift. The Members page shows every customer in your points program, and lets you add or remove points with a reason. How it works A customer becomes a member when they place their first order while your points program is on. They do not need to sign up. The Members page lists every member with their Points, Amount spent and Last activity. The Members list with points, amount spent and last activity Find a member 1. Go to Grow > Loyalty > Members. 2. Type a name or phone number in Search by name or phone. 3. To sort, select the Points, Amount spent or Last activity column. Select it again to reverse the order. The page shows 25 members at a time. The search, sort and page stay in the page address, so you can share the link with a colleague. Select a phone number to open the customer's profile. See a member's history Select View details on a member. You see: - their phone number, email and the date they joined - Points, Lifetime earned, Lifetime redeemed and Amount spent - Transaction history: each change with its date, description, points and the balance after it | Description | Meaning | |---|---| | Earned with order | Points from an order. The order number is in Reference. | | Redeemed reward | Points spent on a reward. | | Points expired | Points that reached their expiry date. | | Manual adjustment | Points a team member added or removed. Reference shows the reason and who did it. | | Points refunded (order cancelled) | Points spent on a cancelled order, given back. | | Points reversed (order cancelled) | Points earned on a cancelled order, taken back. | The history shows the 100 most recent changes. For the full list, use the points ledger. See Track points and wallet balances. Add or remove points 1. Select Adjust points on the member's row or on their details page. 2. Choose Add points or Deduct points. 3. Enter the Amount as a whole number. 4. Enter a Reason, for example "Birthday gift" or "Missing points for order 10234". 5. Check New balance. 6. Select Apply. You see "Points adjusted". The change shows in the member's history with your name, email and reason. Added points expire like earned points, by your program's expiry setting. Rules and limits - You need edit access to Loyalty to adjust points. - A reason is required. - You cannot take away more points than the member has. A larger deduction stops at zero. - Amount spent shows only if you can view sales. Otherwise it shows a dash. - There is no export on the Members page. Export the points ledger instead. Common questions Can I give cashback by hand? Not from Loyalty. To put money in a customer's wallet, refund an order to the wallet, with compensation if you want. Why is Amount spent a dash? Your role cannot view sales. Ask the store owner to give your role sales access in Setup > Team > Roles. A customer ordered as a guest. Where are their points? Guest points are kept under the phone number. They join the customer's account when they sign in with that number. Related articles - Set up a points loyalty program - Track points and wallet balances - Create rewards customers buy with points

Last updated on Oct 20, 2026

Set up a cashback program

For: Owners, Operations, Marketing Where: Grow > Loyalty > Program > Cashback Available: Web dashboard and Zyda phone app (Android) · All countries Cashback is the simplest loyalty program to explain: "Get 10% back on every order." The money goes into the customer's wallet in your store, and they can only spend it with you. How it works 1. A customer pays for an order. 2. When the order reaches the status you choose, Zyda adds your percentage of the amount paid to the customer's wallet. 3. On their next order, the customer turns on Wallet Balance at checkout. The wallet pays part or all of the order. Cashback is counted on the full amount the customer pays, including the delivery fee and tax. It does not count the part paid from the wallet. For example, at 10%, an order of 12.000 KWD paid by card gives 1.200 KWD cashback. Cashback earning rules with the percentage and payment types You can run one loyalty program at a time. Turning cashback on ends a running points program. Before you start - Online payment: Online Payments Only needs online payment turned on for your store. Set up cashback 1. Go to Grow > Loyalty. 2. Under Cashback, select Select. 3. On the Earning rules tab, enter the Cashback percentage, from 1 to 50. 4. Under Applies to, choose Online Payments Only or Cash & Online Payments. 5. Under When to issue cashback, choose the status for delivery and pickup orders. The defaults are Delivered and Picked up. 6. On the Schedule tab, choose the Start Date. Choose Run this program continuously, or choose an end date. 7. On the Expiry & reminders tab, choose when cashback expires and when to remind customers. 8. Select Launch. A program that starts today is active at once. A program with a later start date starts on that date. Which orders earn cashback - Delivery, pickup and curbside orders. - Orders your team creates count too. With Online Payments Only, they count only when the customer pays online with a payment link. These orders never earn cashback: dine-in, wholesale (business) orders, orders from your own system through the orders API, unpaid online orders, and cancelled orders. With Online Payments Only, cash orders do not earn. Change the program Each save starts a new cashback program on the start date you choose. The new program replaces the active one when it starts. Cashback customers already earned stays in their wallets. To stop cashback, select Deactivate, then confirm. Wallet balances stay, and customers can still spend them. Expiry On the Expiry & reminders tab, choose Cashback expires and a number of months, or Cashback never expires. - Each cashback amount expires on its own date, counted from the day of its order. - If you change the expiry, it applies only to cashback earned after the change. - Customers spend the oldest cashback first. - Customers see expiry dates in their wallet on your web store. Cancellations and refunds - Cancelled order or failed payment: the cashback it earned is taken back. Any wallet money the customer used on it goes back to their wallet. - Partial refund: the cashback is taken back in proportion. Rules and limits - Percentage: a whole number from 1 to 50. - The wallet can pay up to the full order total, delivery included. - The wallet also holds refunds and compensation you send to it. A customer can have a wallet balance even without a cashback program. Common questions Does cashback work with promo codes? Yes. Cashback is counted on the lower total the customer pays. Can a customer pay the whole order from their wallet? Yes, if their balance covers it. Otherwise they pay the rest with another payment method. Why did saving my change create a new program? Cashback programs have a start date. Each save starts a new program on that date, and it replaces the active one. Related articles - Set up a points loyalty program - Track points and wallet balances - Send reminders before points or cashback expire - What customers see when they earn and redeem

Last updated on Oct 20, 2026

Send reminders before points or cashback expire

For: Owners, Operations, Marketing Where: Grow > Loyalty > Program > Manage > Expiry & reminders Available: Web dashboard and Zyda phone app (Android) · All countries Needs: SMS credits, or a connected WhatsApp number Points that are about to expire are a good reason to order again. Customers do not see expiry dates for points in your store, so a reminder is often the only way they find out. How it works Zyda checks every day for points or cashback that will expire soon. It sends each customer one message on the days you choose, for example 7 days before. The message goes out about an hour before the time the customer usually orders, between 9 AM and 9 PM. It uses the language of the customer's last order. The reminder message editor with variables and a live preview Turn on reminders 1. Go to Grow > Loyalty and select Manage on your active program. 2. Select the Expiry & reminders tab. 3. Make sure points or cashback expire. Reminders only apply when they do. 4. Under Send a reminder before expiry, tick 1 day, 3 days or 7 days before. You can tick more than one. 5. Under Send via, choose SMS or WhatsApp. 6. Optional: edit the message (see below). 7. Select Save. To send no reminders, untick all the days. Edit the message The message has an English and an Arabic version. Edit each on its own tab. Select Insert variable chips to add details that change for each customer: | Variable | Shows | |---|---| | Restaurant name | Your store name | | Points balance | The points about to expire | | Cashback amount | The cashback about to expire | | Expiry date | The date they expire | | Days left | The number of days until then | The Live preview shows the message with sample values. The counter shows the length of the message in SMS credits. Arabic needs more than English for the same length. Keep the message within 4 credits. Zyda still takes only 1 SMS credit for each reminder it sends by SMS. Select Reset to default to go back to Zyda's message. SMS or WhatsApp | | SMS | WhatsApp | |---|---|---| | Cost | 1 SMS credit per message | No SMS credit. Meta bills WhatsApp messages. | | Needs | SMS credits | A connected WhatsApp number | | If it fails | Not sent | Sent by SMS instead, for 1 SMS credit | With SMS and no credits left, Zyda sends nothing. Buy credits in Grow > Campaigns > SMS credits. WhatsApp is greyed out until you connect a WhatsApp number. Select Connect WhatsApp to set it up. Common questions The cashback amount in the message is higher than what is left. Why? The message shows the cashback amount as it was earned, even if the customer already spent part of it. Why didn't a customer get a reminder? Check that they have points or cashback expiring on one of your reminder days. Check that you have SMS credits, or that WhatsApp is connected. Related articles - Set up a points loyalty program - Set up a cashback program

Last updated on Oct 20, 2026

Track points and wallet balances

For: Owners, Operations, Marketing Where: Grow > Loyalty > Balances Available: Web dashboard and Zyda phone app (Android) · All countries Needs: An active points or cashback program Points and wallet money are a promise to your customers. Balances shows how much you owe them, what they spent, and what is about to expire. How it works Balances opens the page for your active program: - With points: the Points ledger, every point earned, redeemed, expired or adjusted. - With cashback: the Wallet ledger, every amount added to or taken from customer wallets. Outstanding points with the reconciliation line Points balances 1. Go to Grow > Loyalty > Balances. 2. Choose a period: Today, Last 7 days, Last 30 days, Last 90 days, All time or Pick dates. With All time, the top card shows Outstanding points: the points your members hold now. The line under it checks the sum: Issued − Redeemed − Expired ± Adjusted = Outstanding. Reconciled means the sum matches. You also see Issued, Redeemed, Expired and Redemption rate (redeemed points as a share of issued points). An alert shows the points expiring in the next 30 days. Wallet balances The top card shows Amount in wallets and how many customers hold it. Lifetime activity shows Issued, Redeemed, Reversed and Refunds. An alert shows the amount expiring in the next 7 days. The wallet holds more than cashback: | Type | Where it comes from | |---|---| | Cashback | Your cashback program | | Promo cashback | An Autopilot cashback incentive | | Refund | An order you refunded to the wallet | | Compensation | Extra you added when refunding to the wallet | | Redeemed | Wallet money spent on an order | | Reversed | Cashback taken back after a cancellation or refund | | Expired | Cashback that reached its expiry date | You need permission to view Transactions to see the wallet totals. Find and export transactions 1. Search by name or phone, or filter by Type. 2. Select Export CSV. The file has the rows that match your filter, up to 5,000 rows. For more, export one period at a time. Common questions What does "Doesn't reconcile" mean? The sum of issued, redeemed, expired and adjusted points does not match the points members hold. Contact Zyda support with the period you selected. Why is there no Balances tab? Balances shows only while a points or cashback program is active. Related articles - See your loyalty members and add or remove points - Set up a cashback program - Set up a points loyalty program

Last updated on Oct 20, 2026

What customers see when they earn and redeem

For: Owners, Operations, Marketing Where: Your online store and your app Available: Web dashboard and Zyda phone app (Android) · All countries Customers ask your team how loyalty works. This article shows what they see, step by step, so you can answer them. Where customers find loyalty - Points: a Rewards page on your web store, and a Rewards tab in your app. - Cashback: a Wallet page on your web store, and a Wallet tab in your app. - The home page shows a loyalty card in your brand colour, with the customer's balance and how far they are from the next reward. Customers sign in with their phone number to see their balance, redeem rewards and use their wallet. Guests can see your rewards and how many points they would earn. The loyalty card on the store home page Earning - On an item page: how many points the item earns. Excluded items show nothing. - In the cart: "Earn 12 points with this order". Below your minimum: "Add 1.500 KWD more to start earning points". - After ordering: "You'll earn +12 pts". The points arrive when the order reaches the status you chose. - Cashback: checkout shows the cashback the order will earn. Redeeming a reward 1. The customer opens Rewards. Rewards they can afford show Unlocked. Others show how many points are left. 2. They choose a reward and select Redeem. 3. The reward goes into the cart. A free item shows as Free. Checkout shows Applied Reward, with an × to remove it. 4. The points are taken when the order is placed. A customer can use one reward per order, and not with a promo code. In the app, choosing a reward removes a promo code, and the app says so first. If a reward does not fit the cart, the customer sees "This reward can't be applied to your current cart." The message does not say why. See Create rewards customers buy with points for the checks. Using the wallet 1. At checkout, the customer turns on Wallet Balance. 2. Amount Due shows what is left to pay. 3. If the wallet covers the whole order, there is nothing more to pay. The web store wallet page shows every amount in and out, and when cashback expires. The app shows the balance and history, without expiry dates. Common questions Can customers see when their points expire? No. They learn it from your expiry reminders. Cashback expiry shows in the web store wallet. Can customers see their full points history? No. You can see it in Grow > Loyalty > Members. Related articles - Set up a points loyalty program - Create rewards customers buy with points - Set up a cashback program

Last updated on Oct 20, 2026