Loyalty rules — rule types, stacking, and redemption flows

The loyalty rules intro covers the basics — earn rate, redeem rate. This guide is the next layer: the rule types you can mix to build a real programme.

Rules live under Settings → Loyalty → Rules.

Rule types

Earn — flat rate

The default. "Earn 1 point per $1 spent." One rule, applies to everyone.

Earn — service-tiered

Different earn rates for different service categories. "Earn 1 point per $1 on hair, 2 points per $1 on colour" — pushes customers toward higher-margin services. Set per category under Catalog → Categories → {Category} → Loyalty rate.

Earn — tier-tiered (customer level)

Loyalty tiers (Bronze / Silver / Gold / Platinum) with different earn multipliers. Bronze is 1×, Gold is 1.5×. Tier promotion is automatic based on either lifetime points or rolling-12-month spend.

Configure tiers under Settings → Loyalty → Tiers:

• Bronze: default for new customers
• Silver: $500 lifetime spend → 1.2× earn
• Gold: $2000 → 1.5× earn + free birthday treatment
• Platinum: $5000 → 2× earn + free birthday treatment + 20% off any service once per quarter

Milestone — visit-based

"After your 5th visit, get $20 off your next visit." Milestones fire automatically when the visit count threshold is reached — a credit is applied to the customer's next checkout.

Milestone — spend-based

"Spend $1000 lifetime, get a $100 credit." Same mechanism, different trigger.

Birthday rule

"Free service of value $50 or less in your birthday month." Trimsy auto-applies the discount at checkout in the customer's birthday month — no code, no friction.

Referral rule

"Refer a friend who books, both get $20 credit." Customer shares a unique referral link from their portal. Referee books → both customers receive the configured credit on next visit. (Works only if Customer Portal is on.)

Rule stacking

Rules stack additively unless flagged exclusive. So a Gold-tier customer on their birthday month earns 1.5× points (Gold tier) AND gets their free birthday treatment. The "earn N points per $1" rules sum together — service-category bonus + tier multiplier both apply.

Mark a rule Exclusive if you don't want stacking. The exclusive rule wins; other rules are skipped.

Redemption ladders

By default points convert at a flat rate ("1 point = $0.05 off"). To make redemption feel rewarding, configure a ladder:

• 100 pts → $5 off
• 250 pts → $15 off
• 500 pts → $35 off
• 1000 pts → free service up to $80

Customers in their portal see "you're 50 points away from the next reward" instead of a continuous redemption that feels grindy.

Exclusions — what doesn't earn points

Configure under Settings → Loyalty → Exclusions:

• Categories — gift cards usually shouldn't earn points (otherwise customers buy gift cards to themselves).
• Discounted services — services on sale or via a promo code don't earn full points (or earn no points).
• Tax — by default points are calculated on the pre-tax line total. Toggle on "Earn on tax-inclusive total" if your jurisdiction expects gross.
• Tips — tips don't earn points (default).

Expiry

Points can expire. Common policies:

• None — points never expire. Loyalty programmes that don't expire feel friendlier but become a long-term liability on the books.
• 12-month rolling — points earned in March 2025 expire end of March 2026 unless redeemed. The customer portal shows "X points expiring on {date}" to nudge use.
• Inactive 12 months — points only expire if the customer hasn't visited in 12 months.

Set under Settings → Loyalty → Expiry.

Audit trail

Every points-affecting event is logged on the customer's profile Loyalty tab:

• +X points (visit, ref to receipt)
• –X points (redeemed, ref to checkout)
• ±X points (manual adjustment by staff with reason)
• Tier promotion / demotion
• Expiry events

Manual adjustments require a permission level you set under Settings → Permissions. Useful for goodwill credits ("we lost your booking, +500 pts") with a paper trail.