Set up a Dutchie POS loyalty program

Things to know

• This article applies only to Dutchie's native loyalty features. For information about third-party loyalty platforms that Dutchie integrates with, see Dutchie POS + Springbig integration guide or Alpine IQ integration guide for Dutchie POS.
• Customers earn loyalty points based on pre-tax spending only.
• Loyalty points can be redeemed in store or online through Dutchie Ecommerce.
• Managing a loyalty program requires these user permissions:
  • View Loyalty Accrual allows users to view your loyalty program configuration.
  • Edit Loyalty Accrual allows users to change your loyalty program configuration.
  • Edit Adjust Loyalty Reasons allows users to configure reasons for manually adjusting loyalty points. These reasons are tracked in the Loyalty Adjustments Report.
• Loyalty program settings apply to all locations in your LSP, except Initial reward for sign-ups, Apply points to cart automatically, and Redemption method, which may differ between locations.

Table of contents

• General settings
• Redemptions
  • Select whether to apply points to the cart automatically
  • Select a redemption method
  • Expiration
• Tiers
• Customer opt-in
  • In store
  • On Dutchie Ecommerce
• Set up loyalty adjustment reasons

General settings

1. Go to Marketing > Loyalty.
2. On the Settings tab, enter your Accrual rate, or the number of points customers will earn for every dollar they spend before tax.
   • Consider your accrual rate carefully. If you allow customers to directly apply loyalty points as a payment method, each point will be worth $1.00. Alternatively, you can set up your loyalty program so that customers can only redeem points for pre-set discounts (e.g., redeem 100 points for $10 off). See Redemptions below for more information.
   • Customers can accrue and redeem fractions of points. For example, if your accrual rate is 0.1, and a customer's total is $35.50 before tax, they accrue 3.55 loyalty points.
   • This will serve as your base accrual rate, but you can create variable accrual rates based on customer spending with loyalty tiers. You can also offer extra points or prevent point accrual under certain criteria with loyalty point multipliers.
3. Enter an optional Initial reward for sign-ups. This is the number of points new loyalty members will start with automatically.
4. Select your Enrollment Type:
   • With Automatic, all customers are automatically considered loyalty members and will start earning points as soon as you enter and save an accrual rate.
   • With Opt-in, each customer must opt in before they can earn points. See Customer opt-in below for more information.

     Customer opt-in is only available with the Loyalty + Marketing upgrade package.

5. Enter an optional Online description. Customers will see this in Dutchie Ecommerce under My Account > Loyalty.
   
6. Click Save.

Redemptions

These settings determine how points can be applied to a customer's cart. 

Select whether to apply points to the cart automatically

If Yes, all of a customer's available points will be automatically applied to their cart. While this option helps to limit the number of points customers can accrue, it's possible that a customer could have enough points to cover their entire order and budtenders do not have the option to remove points or apply only some of a customer's points, so this setting may not be appropriate if your local regulations prohibit selling cannabis for $0.00 or below cost.

If No, budtenders can apply some or all of the customer's points based on the customer's preference, local regulations, or store policy.

Select a redemption method

Apply loyalty as discounts 

Customers can only redeem points toward pre-configured loyalty discounts with a set point value. 

For example, you could set up a $10 discount that can be redeemed for 100 points and apply that discount to one or multiple line items. Tax is based on the discounted price.

Apply loyalty as a payment method (pre-tax)

Each loyalty point is worth $1.00 off, with points applied proportionally to the pre-tax price of each item before checkout. Points are applied pre-tax, and tax is calculated on the discounted price.

Apply loyalty as a payment method (post-tax) 

Each loyalty point is worth $1.00 off, with points applied to the transaction total at checkout. Points are applied post-tax, and tax is calculated on the pre-discount subtotal.

Expiration

Optionally, enter a number of days since a customer's last transaction when their points will expire. If you leave this blank, points will never expire.

Tiers

Loyalty tiers allow you to set variable accrual rates based on customer spending or point earnings. 

1. Select Add tiers - Yes.
2. Define tier basis as either Total spend or Points earned.
3. In Tier assessment, select either:
   • Tiers last through the next calendar year: Customers' tier status will be based on total spend or points earned over the last 12 months.
   • All tiers reset annually on January 1st: Customers' tier status will be based on total spend or points earned since January 1 of this year and will reset next January 1.
4. Click Add new tier and configure a tier Name, Accrual rate, Spending threshold, and Badge color, which will appear in the Register.
   
5. Click Create. You can create up to 4 tiers.
   
6. When you're finished, click Save.

A customer's current loyalty tier will be shown in the Register in the cart and customer profile, and in Dutchie Ecommerce under My Account > Loyalty.

Customer opt-in

If your Enrollment Type is set to Opt-in, this will temporarily hide existing customers' loyalty points (if you previously used automatic enrollment) and prevent further point accrual and redemption for each customer until they opt in.

There are two ways for customers to opt in:

In store

Dispensary employees can opt a customer in by selecting Register for Loyalty in the cart:

This opens a Loyalty Registration window with a disclaimer that employees should show or read to the customer:

By clicking sign up, you are agreeing to share your information, including information from your state issued ID to receive marketing and loyalty messages from this facility. You may opt out at anytime of marketing messages via unsubscribe links in email and by replying STOP to text messages.

Once opted in, the customer will begin or resume accruing points, and the Register for Loyalty button will no longer appear in their cart. 

To help budtenders quickly identify customers who are loyalty program members, update your customer cards to include a loyalty indicator icon:

1. Go to Settings > Registers.
2. Select Configure.
3. Select the Cards tab.
4. Check the box for Loyal vs. Non-loyal.
   
5. Click Save.
6. A star icon will now appear on loyalty members' guest list cards and carts.

On Dutchie Ecommerce

In Dutchie Ecommerce, go to Settings > Integrations > Dutchie Point of Sale - Loyalty > Settings to customize your loyalty program's name and description.

New and existing customers will be prompted to opt in to your loyalty program when they log in or navigate to the My Account page.

After clicking Connect, customers are prompted to agree to the terms of use:

Once they've agreed, they can view their points and the Online description text from Dutchie POS under My Account > Loyalty:

 

Set up loyalty adjustment reasons

When you adjust a customer's loyalty points, you may need to enter a reason for the adjustment. Set up your loyalty adjustment reasons before adjusting loyalty points.

1. Go to Marketing > Loyalty > Loyalty adjustments.
2. Click Add reason.
3. Enter a possible reason for a loyalty adjustment, such as "Error Correction" or "Customer Satisfaction".
4. Click Add.

To edit a loyalty adjustment reason, select it from the list, edit the text field, and click Update.

To delete a loyalty adjustment reason, click the X next to it.

What’s next?

• Redeem loyalty points on a customer’s cart
• Adjust loyalty points at the POS
• Further incentivize loyalty members with point multipliers