Customer club at a glance

The customer club is a set of tools to know your customers, put each one in the right group, talk to them at the right time and bring them back with the right incentive.

What does the customer club do?

All club data is built from your real sales: every invoice registered for a customer at the register updates their order count, total purchases and last purchase date. The club works on those three numbers.

The club does four main things:

• Know: it classifies customers by buying behaviour (RFM business class, dynamic label, satisfaction).
• Segment: you build a "target audience" with filters, for example "gold customers who have not bought for three months".
• Communicate: you stay in touch through SMS, short links, surveys and automatic scenarios.
• Reward: cashback, discount codes, gift credit, points and prizes give the customer a reason to come back.

Prerequisites

• Sales must be registered "in the customer name". An invoice without a customer is invisible to the club, so train cashiers to ask for the mobile number.
• The customer mobile number must be correct; every SMS goes to that number.
• The SMS panel needs credit ("SMS credit" on the dashboard).
• The text of each SMS comes from the "Template settings" page. If no template is chosen for a topic, that SMS is not sent and the main operation (for example registering cashback) still happens without it.

Suggested setup path

1) "Template settings": choose a template for each topic that should send an SMS.

2) "RFM settings" and "Dynamic label": define what a good and an average customer mean for your business.

3) "Customer categories": build two or three target audiences (for example loyal, sleepy).

4) Turn on one simple incentive; "Cashback" is usually the best start.

5) Enable "Survey settings" to hear the customer voice.

6) Once it works, automate with "Scenarios" (for example a birthday greeting with a discount code).

7) Check the dashboard and reports every week and adjust.

Short glossary

• Business class (RFM): where a customer stands by recency, frequency and amount; for example champion, loyal, sleepy.
• Dynamic label: the customer level (gold, silver, bronze, normal) based on how much they buy.
• Custom tag: a tag you assign by hand (for example "colleague", "VIP").
• Customer category: a target audience built with filters that stays up to date automatically.
• Blacklist: customers who must be kept out of audiences and club messages.
• Wallet: the customer credit balance with you; cashback and gift credit are paid into it.
• Scenario: an "if this happens, do that" rule.

Customer club dashboard

The dashboard is the overall picture of your customer health: how many customers are in each class, how satisfied they are, how many come back, plus shortcuts to every club section.

Buttons at the top

The first three cards are shortcuts and show no numbers:

• "Customers and calls": customer list, call list, profile completion invite and sent links.
• "Customer survey": survey settings, form builder and scenarios.
• "Incentives": cashback, credit wallet, discount code, coupon, gift credit, referral code, special prize and their reports.

Next to each card title there is a "?" that opens the guide for that part.

Business class band (RFM)

Each coloured box is a class and the number under it is the customer count:

• Newcomer: a customer for less than 30 days with at most two purchases.
• Champion: bought recently, buys often and spends a lot; your best customers.
• Loyal: buys regularly, slightly below champion.
• Regular: bought recently but with average count or amount.
• Needs attention: was a good customer but the gap between purchases is growing; act now.
• Sleepy: has not come for a while.
• Lost: has not bought for a long time and bought little before.
• Undecided: registered but has no purchase yet.

You set the boundaries of these classes yourself in "RFM settings".

Dynamic, satisfaction and summary cards

• "Dynamic classification": the share of gold, silver, bronze and normal customers. If almost everyone is "normal", the thresholds on the "Dynamic label" page are too high for your business.
• "Satisfaction classification": the share of satisfied, neutral and dissatisfied customers based on surveys. It stays empty until surveys are enabled.
• "Number of comments": how many survey answers were recorded.
• "SMS credit": messages left in your panel. At zero, no club SMS goes out.

Purchase behaviour chart

The chart has three lines and each point is a time period:

• Retention rate: the share of earlier customers who bought again in this period. Higher is better.
• Acquisition rate: the share of buyers in this period who were new.
• Retention to acquisition ratio: if this line falls, new customers arrive but do not stay; work on cashback and a "first order" scenario.

Keeping an existing customer is usually much cheaper than winning a new one, so take the retention line seriously.

Indicators at the bottom

• Total orders and total sales: only sales registered in a customer name.
• Number of customers: active registered customers.
• Customers with repeat purchase: those who bought more than once. Its ratio to the customer count is the simplest loyalty indicator.
• Direct CERP revenue: sales attributed to club members.

To refresh the numbers, press the refresh button at the top or pull the page down.

Customer categories

A category is a "target audience" built with filters. Wherever the club asks "for whom?" (discount code, gift credit, scenario), the answer is one of these categories.

What is this section?

A category is not a fixed list; it is a "rule". You write the conditions and the system works out each time who matches. So a customer who becomes gold today enters the "gold" category automatically; you do not add them by hand.

The default "All customers" category always exists and cannot be deleted.

Filter types

Customer filters (look at the customer):

• Business class: champion, loyal, sleepy and so on.
• Dynamic label: gold, silver, bronze, normal.
• Satisfaction label: satisfied, neutral, dissatisfied.
• Custom tag and "not having a custom tag".
• Custom range of order count, customer value (total purchases) and average paid per order; you may fill only "from" or only "to".

Product filters (look at what was bought):

• Bought specific items, or bought from specific departments or subgroups.
• Did not buy specific items, departments or subgroups (to find sales opportunities).

How do filters combine?

A customer must match "all" filters (AND). So every filter you add makes the audience smaller.

Inside one filter, if you pick several values (for example champion and loyal), matching "one" of them is enough (OR).

With no filter at all, the category equals "All customers".

Category details page

Press "View" to open the details:

• Indicator cards: average customer value, average paid per order, average order count, average CLV (lifetime value), customer lifetime and average gap between orders.
• Peak order hour: the best hour to text this group.
• Member list with search by name or phone.
• "Fetch data": recalculates members and indicators.
• "Tag": assigns one custom tag to all current members at once. This is a snapshot: if someone later leaves the category, the tag stays.
• "Run a draw": picks one current member at random.

An example

Goal: win back good customers who are cooling down.

1) "Add category", title: "Good ones leaving".

2) Customer filter, business class: "Needs attention" and "Sleepy".

3) Customer filter, customer value range: set "from" to the amount that makes a customer valuable for you.

4) Save and check the member count.

5) In "Discount code", create a targeted code for this category.

Important notes

• "Blacklist" customers and inactive customers are never counted as members of any category.
• The "customer count" in the list is calculated when the page opens and changes with every sale.
• Deleting a category does not delete customers, but a discount code or scenario tied to it loses its audience. Check dependencies before deleting.

Dynamic label

The dynamic label is the customer level: gold, silver, bronze or normal. It rises with more purchases and falls with inactivity.

What is this section?

Every customer always has exactly one of the four labels. The label is also the customer "price level": if you defined level prices for items, a gold customer sees their level price at the register.

The dynamic label is also used in "per-label" cashback (a different percent per level), in category filters and in scenarios (promoted to gold, demoted to bronze and so on).

Level calculation

First choose the "calculation type":

• By amount paid: the customer total purchases count.
• By order count: the number of invoices counts.

Then enter the bronze, silver and gold thresholds. They must increase (bronze below silver below gold). A customer below the bronze threshold is "normal".

If you are unsure what to enter: pick the gold threshold so that about 5 to 10 percent of customers reach it; after saving, check the dashboard and adjust.

Inactivity time limit

For each label you set after how many months without a purchase the customer drops "one step" (gold to silver, silver to bronze, bronze to normal).

The drop is step by step, not all at once. If you leave a box empty, that label does not drop for inactivity.

The aim is that "gold" always means "a good and active customer", not someone who bought a lot years ago.

Activation and recalculation

• "Apply dynamic label automatically": until this switch is on, settings are only saved and customer labels do not change by themselves. When on, the system checks all customers periodically and promotes or demotes them.
• "Recalculate customer labels": recalculates everyone right now with the current settings and tells you how many labels changed. Always press it after changing thresholds.
• "Label counting" from a date: when on, only purchases after that date count and a customer with no activity after it becomes "normal". Useful when you want the club to start "from zero" on a given date.

Important notes

• A label change can send a promotion greeting or a demotion message, provided its template is chosen in "Template settings".
• Because the label is the price level, lowering thresholds means more people see cheaper prices; consider the financial effect first.
• The dynamic label differs from the business class (RFM): the label measures "how much they bought", RFM measures "what state they are in now".

Custom tags

A custom tag is a group you create by hand and whose members you choose yourself; for things the system cannot infer from purchases.

What is this section?

Automatic classifications only see buying behaviour. But you know things that are not on an invoice: this customer is a colleague, that one is an influencer, this group signed up at an exhibition. Custom tags hold that knowledge.

A customer can have several custom tags.

Step by step

1) "Add custom tag" and type a title. The title must be unique.

2) Press "Tag customers" to open the member list.

3) "Add customer to tag": search by name or phone and select; several customers can be added together.

4) To remove someone, press "Remove from tag" on their row.

A faster way for a large group: build a "Customer category" and press "Tag" on its details page.

Where are tags used?

• In "Customer categories" as a filter (those who have the tag or those who do not).
• In "Scenarios": as a condition (run only for holders of this tag), as a behaviour (when the tag is assigned) and as an action (assign a tag to the customer).
• In "Profile completion invite" to narrow the audience.
• In the "Coupon" condition.

Important notes

• A custom tag does not update by itself; whoever you add stays until you remove them.
• Deleting a tag does not delete customers, but memberships and filters tied to it stop working.
• For temporary work (for example a campaign) put a date in the title so you later know which tag is old.

Blacklist

The blacklist sets aside customers who must not receive club messages or incentives, without stopping them from buying.

What the blacklist does and does not do

It does:

• Remove the customer from all club "categories" and audiences, so targeted discount codes, gift credit and bulk messages do not reach them.

It does not:

• Stop the customer from buying at the register. A blacklisted customer buys as before.
• Cut service messages (one-time password, reservation, table).

About standalone club messages (invoice, cashback, gift, label): whether these stop depends on the "Blacklist also stops standalone club SMS" option under "Scenarios", "Scenario engine settings"; check it there and set it to match your policy.

Who should be added?

• A customer who asked not to receive promotional messages.
• Test numbers, staff or yourself (so club statistics stay clean).
• A customer who abused incentives.
• Wrong or duplicate numbers that are not merged yet.

Step by step

1) Press "Add to blacklist" and find the customer by name or phone.

2) To bring them back, press "Remove from blacklist" on their row; the customer is counted in categories again immediately.

The "Date added" column shows since when each person is on the list.

RFM settings

RFM gives each customer three scores from 1 to 5: how recently they bought, how often and how much. Together they produce the business class (champion, loyal, sleepy and so on).

The three letters R, F and M

• R (recency): how long since the last purchase? The shorter, the higher the score.
• F (frequency): how many orders? The more, the higher.
• M (monetary): how much was paid in total? The more, the higher.

Score 5 is best and 1 is weakest. On this page you only set the "boundaries"; the system does the scoring.

Filling the tables

1) Choose the "range type" (daily, weekly, monthly). Restaurants and supermarkets usually use week or month, durable goods use month.

2) R table: for each score say "from now back to how many units". Ranges must increase; for example 1, 3, 6 and 12 months means someone who bought in the last month gets 5 and someone absent for over 12 months gets 1.

3) F table: the minimum order count for scores 2 to 5, increasing.

4) M table: the minimum amount paid for scores 2 to 5, increasing.

5) Press "Save".

If you do not want to calculate, "Fill with AI" suggests numbers from your real sales; the suggestion only lands in the form and is not stored until you press "Save".

How do scores become a class?

The system takes the average of F and M as the customer "value" and puts it next to R:

• Champion: R is 4 or 5 and value is 4 or 5.
• Loyal: R is 3 and value is 4 or 5.
• Regular: R is 4 or 5 but value is 2 or 3.
• Needs attention: R is 3 with medium value, or low R (1 and 2) with high value. These are good customers who are leaving.
• Sleepy: R is 2 with low value.
• Lost: R is 1 and value is 1.

Two classes sit outside the tables: "Newcomer" (member for under 30 days with at most two purchases) and "Undecided" (no purchase).

If you leave the tables empty, a simple rule applies: a purchase in the last 30 days with 8 or more orders is champion, 3 or more is loyal; up to 90 days needs attention; up to 180 days sleepy and after that lost.

What to do with each class

• Champion and loyal: they do not need heavy discounts; give respect, early access and special prizes, and ask their opinion.
• Regular: use tiered cashback to encourage a bigger basket.
• Needs attention: the most important group for immediate action; send a personal time-limited discount code.
• Sleepy: a reminder with a small incentive.
• Lost: one last attempt with a strong offer; if it fails, spend SMS budget on higher groups.
• Newcomer: welcome them and motivate a second purchase.

All of this can be automated with "Scenarios".

Important notes

• All three tables must be filled for RFM scoring to apply; with only one filled, the simple rule is used.
• Customer classes are recalculated periodically in the background; after changing settings wait a little for the dashboard to update.
• After changing boundaries many customers may change class at once, and scenarios tied to "reaching a class" may run for all of them; review active scenarios first.

Scenarios

A scenario is an automatic rule: "whenever this happens to a customer, do this for them". You define it once and it keeps working.

Behaviour, condition and action

Each scenario has three parts:

• Behaviour (what happened?): joining the club, first order, membership anniversary, birthday, profile completed, invoice or order registered, buying a specific item or item group, dynamic label promotion or demotion, reaching a business class or moving up or down, becoming satisfied or dissatisfied, a positive, negative or neutral review, taking part in a survey, joining a category, receiving a custom tag, and receiving a webhook.
• Condition (for whom? optional): the customer dynamic label, business class or custom tag. All conditions must hold together; an empty condition is not checked.
• Action (what to do?): send an SMS, give a discount code, gift credit, points, a special prize, assign a custom tag, or send a webhook to another application.

Building a scenario in four steps

1) Basic information: write a clear title (for example "Birthday greeting with a 10% code") and keep "Active" on.

2) Behaviour and action: choose the behaviour and the main action and fill the combined condition if needed.

3) Action settings: depending on the action, set the SMS template, discount code, prize, credit amount, number of points, tag or webhook address.

4) Amount, duration and sending: set the "execution delay" (empty means immediately), the "run limit per customer" (empty means unlimited) and the "minimum gap per customer", then press "Save".

Chain (follow-up steps)

After the main action you can add up to 5 more steps; each step has an action and a delay.

The delay of every step is counted from "the moment the behaviour happened", not from the previous step. So if step two is 3 days and step three is 7 days, step three runs 7 days after the behaviour (not 10).

Example: first purchase, welcome SMS immediately, a discount code 3 days later, a reminder 10 days later.

Scenario engine settings (gear icon)

• "Blacklist also stops standalone club SMS": blacklisted customers also stop receiving invoice, order, membership, cashback, gift and label messages (service messages are excluded).
• "Remove the standalone SMS only when the scenario sent one": when an event has both a standalone template and a scenario, this prevents two messages without leaving the customer with none.
• "Scenario SMS limit per customer" and "Limit window (days)": the main brake against flooding a customer; for example at most 3 messages in 7 days. Zero means unlimited.
• "Fire on first calculation": when on, scenarios run the very first time business class and category membership are calculated. Warning: an SMS may go to all customers at once.
• "Always scan business class and categories": customer state stays current even with no active scenario, so a new scenario runs from the first real change.

Run log and troubleshooting

The "Scenario run log" button shows for whom, when and with what result (success or failure) each scenario ran.

If a scenario does not run, check:

• Is the scenario "Active"?
• Is the SMS template for that topic chosen in "Template settings" and does the panel have credit?
• Does the customer match the combined condition?
• Did the customer hit the "run limit" or the "minimum gap"?
• Is the customer on the blacklist?
• Did they hit the "scenario SMS limit" in the engine settings?

Important notes

• For the "bought one or more products" behaviour, use "Add item" under "Target products" to search and pick the products; if nothing is picked the scenario runs on any purchase.
• For the "webhook received" behaviour you must fill "TenancyName" and "Secret"; the external application is authenticated with these two.
• Many scenarios with similar conditions can send several messages for one event; always set the SMS limit.
• Before enabling for all customers, test the scenario with a test custom tag (only yourself).

Profile completion invite

With an SMS link you ask customers to complete their own details (name, birthday, email and so on) without taking cashier time.

Why does it matter?

At the register usually only the mobile number is recorded. But without a name you cannot send a personal message, and without a birthday the "birthday" scenario never runs. This section fills those gaps.

Step by step

1) In "Template settings" choose a template for the "Profile completion invite" topic; without it the page warns and nothing is sent.

2) In "Form and auto-send settings" decide which fields are "shown" and which are "required". Keep the form short; every extra field lowers the completion rate.

3) Choose the "target audience": all customers or only those with incomplete profiles; narrow with custom tags if needed.

4) Press "Preview count" to see how many messages will go.

5) "Send invitation" and confirm.

Sending options

• "Skip customers who already have an open invitation": prevents duplicates and wasted SMS credit; usually keep it on.
• "Send as a reminder": those who received the link but did not finish get the reminder text.
• "Auto-send for new customers": as soon as a customer is created the invitation goes out, so you need not run the campaign by hand.

Reading the campaign status

• Sent: invitations sent.
• Opened: the customer clicked the link.
• Completed: the form was filled and submitted.
• Pending: nothing done yet.
• Incomplete profiles: customers whose details are still incomplete.

If "opened" is high and "completed" is low, your form is too long or has too many required fields. If "opened" is low, the SMS text is not attractive; add a small incentive (for example a "profile completed" scenario that gives points).

In "Latest invitations" you can copy each customer link and send it another way.

Sent links

Every link the club sends by SMS (survey, profile completion, online invoice, scenario) is recorded here, and you can see who clicked it, when and on what device.

Cards at the top

• Total links: links created and sent.
• Clicked links: links opened at least once.
• Total clicks: how many times links were opened (one person may open several times).
• Unique visitors: distinct people.
• Click rate: the share of links that were opened; the key number for judging your SMS text.

Filters and details

• Search by link code, title, customer name or mobile.
• "Link type": survey, profile completion, online invoice, club scenario, promotional or other.
• "Click status": only clicked or only not clicked. The "not clicked" list is the best list for a reminder.
• "Date range" to compare campaigns.

Tap a row to see each click: time, device, operating system, browser and referrer. From there you can copy the link or open the customer page.

Important notes

• Click statistics are not live; refresh them with the "Update click statistics" button at the top.
• Clicks marked "bot" came from software (messenger previews, security scanners), not the customer; do not count them.
• An SMS template may not contain a raw link; links are converted to a short code automatically so they can be tracked.

Survey settings

Here you decide when and with which questions a customer is asked for feedback after each purchase.

How does the survey work?

After a purchase the system waits a number of hours (your choice) and then texts the customer a short link. The customer opens it, gives a score, picks strengths and weaknesses and may write a comment. Answers are collected in "Evaluation and comments", and the customer satisfaction label (satisfied, neutral, dissatisfied) is built from them.

Options on the page

• "Activation": the main switch. No automatic survey is sent until it is on.
• "Strengths" and "Weaknesses": things you think customers feel when buying from you (for example "staff attitude", "delivery speed", "price"). Write as many as you like but select only 5 of each to show.
• "Calculate the promoter score (NPS)": adds one question: "How likely are you to recommend us?".
• "Sending time": how many hours after delivery the SMS goes. For food 1 to 3 hours, for goods 1 to 3 days works well.
• "Public address of the survey page": the address the customer opens. Without it no link is built and no SMS goes.

SMS text

The survey SMS text is not written on this page; it comes from the template you chose for the survey topic in "Template settings". With no template chosen nothing is sent.

Keep the message short and personal and say how long it takes, for example "Your opinion on today's purchase? Only 30 seconds".

Important notes

• Write strengths and weaknesses in the customer language, not management language.
• Change the items every few months to measure new aspects of the business.
• For richer forms (multiple choice, free text, photo and audio) use the "Survey form builder".
• With a "negative review" scenario you can send an apology and a compensation code right away.

Survey form builder

With the form builder you create your own questionnaire: any number of questions with different answer types.

Question types

• Star rating (1 to 5): the fastest type; for overall satisfaction.
• Promoter score (NPS, 0 to 10): "How likely are you to recommend us?".
• Single choice and multiple choice: you write the options.
• Free text: the customer explains in their own words.
• Strength and weakness evaluation: the list defined in "Survey settings".

For each question you can turn on "required answer" and attach a photo or audio if needed.

Step by step

1) Press "New form" and write a title and a short description.

2) Build the questions one by one with "Add question".

3) If automatic survey messages should open this form, turn on "Organisation default form". Only one form is the default at a time.

4) Press "Save".

In the form list each form has three actions: "Edit", "Copy link" (for Instagram, your site or a QR on the table) and "Send SMS" (to one specific number).

Important notes

• A short form gets more answers: 3 to 5 questions are enough.
• Make the first question a simple star rating so the customer gets started.
• An "inactive" form takes no more answers but keeps earlier ones.
• Deleting a form also removes its answers from reports; deactivate it instead.

Evaluation and comments

Survey results are here: the average score, the promoter score, strength and weakness charts and the text of every comment.

"Evaluation" tab

• CTR: out of 100 survey messages, how many opened the link.
• The average score received and the number of comments.
• Strengths chart: what customers liked most; highlight these in your advertising.
• Weaknesses chart: what gets the most complaints; this is your improvement list.

Promoter score (NPS)

Respondents fall into three groups:

• Promoters: high scores; they recommend you.
• Passives: satisfied but not enthusiastic.
• Detractors: low scores; they may speak badly of you.

NPS equals the percent of promoters minus the percent of detractors, so it lies between minus 100 and plus 100. A positive number is acceptable, above 30 is good and above 50 is excellent. The trend over time matters more than the number itself.

"Comments list" tab

You see the full text of every comment with the customer name, the score, the NPS score and any attached photo or audio.

Read negative comments the same day and call the customer; a dissatisfied customer whose problem is solved usually becomes more loyal than before.

Very good comments can be used in advertising (with the customer permission).

Cashback

Cashback returns part of each purchase to the customer wallet to spend on the next purchase. It is the simplest and most effective incentive for bringing customers back.

How does cashback work?

1) The customer buys and the invoice is registered in their name.

2) The system calculates the cashback using the rule you define here.

3) That amount (immediately or after the delay you set) is paid into the customer "wallet" and the cashback SMS is sent.

4) On the next purchase the customer spends it with the "credit wallet" payment method.

5) If it has a validity period and is not spent, it expires and is deducted from the wallet.

A discount ends on the spot, but cashback makes the customer come back; that is the main difference.

Three calculation modes

• General: one rule for all customers. Start with this.
• Per label: a separate rule for each dynamic label (gold, silver, bronze, normal). For example gold 5% and normal 2%; this itself motivates customers to move up.
• Tiered: the cashback percent or amount grows with the basket size. You set a "price ceiling" for each tier and the last tier is "up to higher amounts". Excellent for raising the average invoice.

Fields of each rule

• Minimum amount for cashback: an invoice below this amount gets none.
• Cashback type: a "fixed amount" (for example 500,000 rials per purchase) or a "percent" of the invoice.
• Calculation range (variable mode): how much cashback per each amount purchased.
• Ceiling: the maximum cashback of one invoice; to control cost on very large invoices.
• Cashback allocation time: immediately or delayed. If your goods can be returned, set a delay so cashback from a returned invoice is not spent.

Validity and SMS text

The template topic you choose under "Cashback SMS text" decides two things at once: the SMS text and the validity period.

• "No expiry": the cashback never expires.
• "Timed, in days, weeks or months": the cashback expires after that period.

A short period (2 to 4 weeks) creates urgency and brings the customer back sooner; but not so short that the customer cannot use it and feels let down.

The SMS text itself is edited in "Template settings".

Cashback report

• Cashback issued: the total you gave customers (what you owe them).
• Cashback used: what was actually spent.
• Total number of cashbacks and number used.
• Investment: your real cost for cashback.
• Cashback success rate: the share of cashbacks that led to a repeat purchase.

If the success rate is low, either the customer does not know about the cashback (no SMS goes out) or the validity is too short.

Important notes

• The "Activation" switch at the top does not apply until you press "Save changes"; the page warns you.
• For cashback to be spent, the "credit wallet" must be on and its payment method defined at the register.
• An invoice without a customer gets no cashback.
• Cashback is a cost; consider your profit margin before choosing the percent. 2 to 5 percent is a common start.

Credit wallet

The wallet is where customer credit (cashback, gift credit, deposits) accumulates. This page decides where and how far the customer may spend it at the register.

What is this section?

Turning this on enables the "CERP credit wallet" payment method at the register. The cashier picks it when taking payment, the system checks the customer balance and the amount is deducted from the wallet.

The limits you set here are checked again on the server both at inquiry and at withdrawal, so the register cannot bypass them.

Credit spending limits

• Allowed branch: with no branch chosen, the wallet works in all branches. Choosing one branch means only there.
• Maximum amount per transaction: the most that can be taken from the wallet on one invoice. Empty or zero means no limit.
• Minimum balance after withdrawal: the balance after a withdrawal must not fall below this. Normally keep it at zero.
• Allow use of the customer credit limit: when on, the customer may go into debt (negative balance) up to the "credit limit" set on their record. Turn it on only for trusted customers.

Important notes

• This page is visible only with the "Wallet settings" permission.
• See each customer wallet transactions and balance on that customer record (customer wallet).
• A customer can spend cashback and gift credit at the register only while the wallet is on; turn it on before advertising incentives.
• Press "Save settings" after every change.

Discount code

A discount code is a phrase the customer gives when buying, and an amount or percent is taken off the invoice. It can be public or only for a target audience.

Public or targeted?

• Public discount code: one shared code that anyone who knows it can use; for advertising, Instagram and occasions.
• Targeted discount code: created for specific customer categories and sent to them by SMS; for winning back a particular group.

If you choose no category for a targeted code, "All customers" is assumed.

Four creation steps

1) Basic settings: the title (for reports; the customer does not see it), the code itself (system-generated or your own), the minimum amount paid, the validity period, the branch limit and the "limit for already discounted products".

2) Advanced settings: the discount type (fixed amount, or percent with a ceiling), single use or multiple use, the allowed number of uses per customer and, in tiered mode, the tiers.

3) Target customers: add categories to the list.

4) Notification and reminder: the SMS template, the sending date and time and, if needed, a reminder (every how many days, weeks or months, and how many times).

At the end a confirmation page shows everything; read it carefully before confirming.

What is a tiered discount?

In a "fixed amount" discount you can split the total over several "tiers"; on each use the customer gets only the share of that tier.

Example: a total of 3,000,000 rials in three tiers of 1,000,000 means the customer must buy three times to receive the whole discount.

The tiers cannot add up to more than the total, and the page shows the remaining amount. Tiers are counted separately for each customer.

Using it at the register

The cashier enters the code during the sale. The system checks that the code is active, within its period, allowed in the branch, that the invoice reaches the minimum and that the customer has not exceeded their allowed uses. If all is fine the discount is applied and a "use" is recorded when the invoice is registered. If the invoice is cancelled the use is returned.

Note: membership of the target category is not checked at the time of use. The target category only decides who receives the SMS; so do not treat a targeted code as secret, and control it with the "allowed uses" and the "minimum amount".

Report

In the list, the switch on each row activates or deactivates the code (without deleting it). Tap a row to see details and the "recorded uses".

The "Discount code report" shows how much each code was used, how much sales it generated and how much discount it cost. Deactivate a code that produced no sales and change its text or audience.

Important notes

• Always set a "minimum amount paid" so the code is not wasted on very small invoices.
• For a percent discount always set a "discount ceiling".
• "Deactivate after one use" means the whole code closes after the first use (by anyone); suitable only for a code meant for one person.
• Choose a short readable custom code and avoid look-alike characters (such as O and zero).

Coupon

A coupon is a "condition" and a "reward" in the same order: if the order meets the condition, the reward is given right there. The customer enters no code.

Coupon versus discount code

A discount code must be known and given by the customer. A coupon offers itself: while finishing the order the customer sees "if your purchase reaches this amount, delivery is free". Its effect is a bigger basket now, not a return visit later.

Two creation steps

1) Condition settings: the coupon title and one of these conditions:

• A minimum amount paid by the customer.
• The order rank (for example the customer third order).
• Having a specific custom tag.

2) Reward settings: an amount or percent discount (with a ceiling), "free delivery", or a custom prize with a title and a "prize cost" (used for cost in reports).

Finally review the confirmation page and create the coupon.

Important notes

• The coupon title is shown to the customer exactly as written; so put the condition and the reward clearly in the title, for example "Purchase above 20,000,000 rials = free delivery".
• For customers to use coupons on the shop site, login must be mandatory, because the system must recognise the customer to know their order rank and tags.
• At the register, the "Coupons & prizes" button lists the coupons whose condition holds for the current invoice; the cashier picks one and its discount is applied to the invoice (one coupon per invoice). "Free delivery" and "prize" rewards do not reduce the invoice; they are recorded and shown to the cashier. Aborting the transaction cancels the coupon too.
• The switch on each row deactivates the coupon without deleting it.

Gift credit

Gift credit means you put an amount into the customer wallet as a gift, without a purchase, so they come and spend it.

Difference from cashback

Cashback rewards a purchase already made and is calculated automatically. Gift credit is given by you, at once and by your own decision, to a group; like a holiday gift, a shop anniversary gift, an apology to an unhappy group, or waking sleepy customers.

Both are paid into the customer "wallet" and spent at the register with the "credit wallet".

Step by step

1) Press "Add credit".

2) Credit details: the amount and, if needed, the spending period (from date to date).

3) Target customers: add categories. With no category the credit is assumed for "All customers".

4) Notification: the gift credit SMS template, the sending date and time and a reminder if needed.

5) "Final confirmation". The confirmation page shows the amount and the number of target categories.

After saving you can press "Send reminder" by hand on the details page.

Calculate the cost before confirming

Gift credit is real money: the amount times the number of target customers is your maximum commitment. Before confirming, check the member count in "Customer categories".

Example: 500,000 rials for 2,000 customers is a commitment of up to 1,000,000,000 rials. In practice not everyone uses it, but you must be ready for the full case.

Control the cost with a short period and a smaller, more precise category.

Report

The "Gift credit report" shows:

• The total number of credits, the total target customers and the number who spent.
• The success rate: the share of recipients who came and spent.
• Investment in gift credits: your cost.
• Revenue from gift credits: the sales these gifts generated.

If revenue is below investment, the gift was too large or the audience was wrong.

Important notes

• Blacklisted customers do not receive gifts.
• A saved gift cannot be taken back from the wallets of those who spent it; check the amount and category again before "Final confirmation".
• For an automatic gift to one customer in a specific situation (birthday, apology after a negative review) use "Scenarios" with the "gift credit" action instead of this page.

Referral code

The referral code turns existing customers into your marketers: each customer refers others with their mobile number and is rewarded when the referred person buys.

What is this section?

Word of mouth is the strongest advertising, because people trust a friend more than your advertisement.

No separate code is generated here: "each customer referral code is their own mobile number". The new customer gives the number of the person who referred them, and after the number of purchases you set, the referral gift is granted.

Referral code settings

• Referral gift type: a "fixed amount", a "percent of the order amount" or a "number of points".
• Referral gift ceiling: the maximum gift; always fill it in percent mode.
• Purchases by the referred person before the gift: after how many purchases of the referred person the gift is given. 1 is simplest; a higher number prevents abuse (fake referrals).
• Sending time: how many hours after delivery the referral SMS goes.
• Validity: whether the gift is one-time or repeated, and without expiry or timed (days, weeks or months).

Report

The "Referral code report" shows how many referrals happened, how much gift was granted and how much the referred customers bought. Find your best referrers here and thank them with a custom tag (for example "ambassador") and a special prize.

Important notes

• The referral SMS text is not built on this page; it comes from the "Referral code" topic template in "Template settings".
• Because the referral code is the mobile number, correct customer numbers are vital.
• Enter the referrer in the customer form, in the "Referral code (referrer mobile number)" field (when creating or editing). When the referred customer reaches the configured number of purchases, the gift is given automatically to both sides (wallet credit or points) and appears in the report. Once the gift is granted the referrer cannot be changed.
• Press "Save changes" after every change.

Points (incentive settings)

Each purchase earns the customer points. Points accumulate and the customer can spend them or exchange them for a special prize.

Scoring rule

Choose one of two methods:

• By amount paid: "how many points per each amount". For example 10 points per 1,000,000 rials. A customer who spends more earns more.
• By order count: each order earns a fixed number of points whatever its amount. Good for businesses that want to encourage "number of visits" (cafe, car wash).

Points are granted as soon as each sales invoice is registered.

Other options on the page

• "Point counting is active": the main switch. No points are calculated until it is on.
• "SMS notification": after each purchase the points SMS is sent from the "points incentive" template in "Template settings".
• "Use points in purchases" and "Value of each point": when on, each point has a set money value and can be spent in a purchase. Choose this number carefully because it effectively sets your discount rate.
• "Calculation start": from the beginning of records or from a given date.

Recalculating points

The "Recalculate points" button recalculates all customer points from order history (from the start or from the "calculation start" date) with the current rule, and tells you how many customers were updated.

When is it needed? When you changed the scoring rule, or you just turned on counting and want past purchases to count.

Points granted separately by scenarios are not touched by recalculation.

Important notes

• Points only have value if customers know what they can get; be sure to define a few reachable prizes in "Special prize".
• Keep the numbers simple ("every 1,000,000 rials = 10 points") so cashiers can explain them.
• Changing the rule midway without recalculating means old and new purchases were counted with two different rules.
• Press "Save changes" after every change.

Special prize

The special prize is the "showcase" for points: you define what a customer gets for how many points.

Prize types

• Discount code: for points the customer gets an amount or percent discount (with a ceiling and a minimum purchase).
• Gift credit: an amount is added to their wallet.
• Custom special prize: anything else; a free item, a service, a ticket or an experience. For this type you enter a title, a description, the "prize cost" and optionally an image (png only, up to 1 MB).

Two creation steps

1) Prize settings: choose the prize type and fill in its fields.

2) Points settings: the "required points" (the prize price in points) and the "prize validity" (how long the customer has to use it after winning).

Finally review the confirmation page and press "Add prize".

Special prize winners

The "Special prize winners" button lists those who received a prize: the prize name, the points paid, the date and "usable until". Each row is "waiting to be used" or "delivered".

A prize reaches the customer in two ways: 1) "Redeem a prize with points" (on this page or from the register's "Coupons & prizes" button): pick the customer, the required points are deducted and the prize is recorded; a "gift credit" is added to the wallet immediately, a "discount code" prize is applied to an invoice from "Coupons & prizes" at the register, and a "custom prize" is marked delivered with the "Mark prize as delivered" button in this list. 2) "Scenarios": a scenario with the "special prize" action grants the prize without deducting points in the situation you choose (for example becoming a champion, or a birthday).

Important notes

• Arrange prizes in steps: a small prize reachable with 2 or 3 purchases (so the customer tastes winning) and a large prize as a long-term goal.
• Enter the real "prize cost" so you know what the club costs you.
• The switch on each row deactivates the prize without deleting it; earlier winners stay.
• Before defining prizes you must have turned on "points" in "Incentive settings"; otherwise customers have no points to spend.