Otter Loyalty

Overview

Otter Loyalty is an in-product reward system that is exclusive to Otter POS customers. This feature allows you to register customer profiles, apply those profiles to a check, and offer customers to earn rewards on their purchases.

Otter Loyalty is lightweight and built directly into the point-of-sale software itself.

Key Features

Key features offered in this generation of Otter Loyalty:

• Create a custom loyalty program- Make a loyalty program branded for your business and set earning parameters.
• Register customer profiles - Sign customers up for a customizable Loyalty program that creates a customer profile for your brand. A customer’s profile can be applied to any check to allow them to earn points.
• Offer loyalty rewards to customers - Whenever a customer pays for an order, they can earn points— which can be accumulated to redeem rewards for a future purchase.
• Allow point redemption towards an order discount - Redeem rewards for a discount towards their next order.
• Customer Facing Loyalty Signup and Redeem- Customers can easily enter their loyalty information and redeem points directly on the customer-facing screen of dual-screen hardware.

Creating a Loyalty Program

Otter Loyalty customers can configure and manage their Loyalty program within the Otter Dashboard. The Loyalty App is the go-to place for:

• Customizing Loyalty program settings
• Offer rewards based on order total amount vs per purchase
• Branding a Loyalty program
• Analyzing Loyalty offerings to align with business goals and needs

Amount-based Loyalty Program

For an amount-based Loyalty program, eaters will earn points based on the dollar amount spent per order at the restaurant. You can customize:

• How many points are earned per dollar spent
• Dollar value per point redeemed toward a discount on a future purchase

 

Step	Process	Image
1	From the Otter Dashboard, select Apps > Loyalty.
2	Click [+Create new program].
3	Select Brand(s) and Location(s) to include in Loyalty program. Click [Next].
4	Name your Loyalty program. *Optional* Upload branding photo for Loyalty program. Click [Next].
5	*Optional* Customize branding “points” name. Example: Points, Stars, etc.
6	Select Amount-based for earning type. Enter amount of points to be earned per dollar spent.
7	Click [+Create reward]. Enter point per dollar discount value for redemption. Click [Create]. Ex: If dollar value $0.10 is entered, a customer is eligible to earn $1.00 in reward points after spending $10. Note: This sets the ratio of points per discount amount for future purchases.
8	Click [Publish loyalty program] to publish for selected brand/location.

Purchase-based Loyalty Program

For a purchase-based Loyalty program, eaters will earn points based on just placing an order at the restaurant or for purchasing specific items. Otter customers can customize:

• How many points are earned per order or specific item purchased
• Dollar value per point redeemed for a discount towards future purchase

 

Step	Process	Image
1	From the Otter Dashboard, select Apps > Loyalty.
2	Click [+Create new program].
3	Select Brand(s) and Location(s) to include in Loyalty program. Click [Next].
4	Name your Loyalty program. *Optional* Upload branding photo for Loyalty program. Click [Next].
5	*Optional* Customize branding “points” name. Example: Points, Stars, etc.
6	Select Purchase-based for earning type. Enter amount of points to be earned per order/item purchased. NOTE: You can add multiple items/categories to earn points.
7	Click [+Create reward]. Enter point per dollar value for redemption. Click [Create]. This sets the ratio of points per discount amount for future purchases. Ex: If dollar value $0.10 is entered, a customer is eligible to earn $1.00 in reward points after spending $10. Note: This sets the ratio of points per discount amount for future purchases.
8	Click [Publish loyalty program] to publish for selected brand/location.

Loyalty Points

When a restaurant’s customer is added to an order via a loyalty number, phone, or email— they can earn points on that transaction. Adding a customer profile to a check is currently managed by the cashier at the moment of purchase.

Please note that you have the ability to set the points to rewards ratio. Otter is not responsible for any mistakes or configurations of your loyalty program.

Redeeming Loyalty Points

Once an eater has earned points, they can then redeem those points and apply them as a discount to a future order. Points can be redeemed when a Loyalty customer profile is added to an order or during checkout.

• When adding a customer profile to an order, the Loyalty customer’s current rewards balance will appear on the screen.

  Enter the amount desired to redeem and click [Redeem].

  

• If rewards are not applied when adding a profile to the order— at checkout, a Rewards available notification will show.

  Enter the amount desired to redeem and click [Redeem].

  

Refunding Points

When a refund is processed for an order where points were redeemed, the points will be automatically refunded to the eater's account. 

Creating a New Loyalty Profile

Cashiers can sign up an eater to the Loyalty program by registering their information within Otter POS. 

Follow the steps below to learn how to add a new loyalty profile to an order:

 

Step	Process	Image
1	Select [Options] from the order screen.  Scroll down to [Loyalty].
2	Type the name of the new Loyalty customer into the search bar and select [Create customer]. Customer Profile Search: The customer profile search box will populate here, with a list of all the customers that have been registered at any Otter store within the organization.
3	Enter the customer information into the fields on the screen: First and Last Name Phone Number (Optional) Email Address (Optional) Customer Member Number (Optional)
4	Select [Save Customer]. Once a customer profile has been saved in the system, that profile can be added to any future transaction in the system to earn points and redeem rewards.

Adding a Loyalty Profile to an Order

Cashiers can add a Loyalty profile to an order at any time before payment has been entered. 

Follow the steps below to learn how to add an existing loyalty profile to an order:

 

Step	Process	Additional Information
1	Select [Options] from the order screen. Scroll down to [Loyalty].
2	Search for the customer profile in the search box: Customer Name Customer Phone Number Customer Email Address Customer Member Number Customer Profile Search: The customer profile search box will populate here, with a list of all customers that have been registered at any Otter store within the organization!
3	Tap the correct customer to open the customer profile. Select [Add Customer to Order]. *If Needed:* To update a customer profile, select the [Edit Customer] button.
4	Rewards Accumulate: Once the customer’s profile has been added to the check, the customer's points will automatically populate. The customer’s name will appear… At the top of the order screen At the checkout window

Enabling Dual Screen Sign Up and Redemption

Loyalty sign-up and redemption can be completed directly on the customer-facing screen, allowing eaters to enter their information themselves rather than relying on a cashier. This self-service option streamlines the checkout process, making it faster and more seamless. By enabling eaters to input their details directly on the POS, you enhance both efficiency and convenience.

Follow the steps below to set up dual-screen loyalty sign-up and redemption:

Step	Process	Image
1	From the Otter Dashboard, select Apps > POS.
2	There are three tabs that can be used to configure POS settings: Brand, Location, and Settings. Brand: Settings can be configured for specific brands. Brand settings will override Organization settings. Location: Settings can be configured for specific locations. Location settings will override Brand and Organization settings. Settings: Settings can be configured for an entire organization.
3	Once you have entered settings, select “Terminals” from the left hand side of the screen
4	Toggle the configuration that works best for your operations
5	Hit Save

 

 

Loyalty Portal

The Loyalty portal is where eaters can view their points earned for a specific brand. Eaters can access the portal through a link shared by the merchant.

You can download a QR code to display for your diners to scan and sign in to view their earned points. The QR code can be downloaded from the Loyalty App > click on the 3 dots > Download QR code.

You can also share the link to the Loyalty portal on your website or elsewhere by selecting Copy Link and sharing where desired.

Once a diner has navigated to the Loyalty portal, they just need to sign in to view point information.

FAQs and Troubleshooting

Customer information can be updated from within the Customer Profile Search box by selecting the [Edit Customer] button.

Still need help? Reach out to our team:

Live Chat		Text/SMS Message
Chat with support by clicking the chat icon in the bottom right corner of the Otter Dashboard.		+1 (888) 681-8837 Send us a text to the number above for assistance over text message.

Updated January 16, 2025 22:55