Loyalty Customer Profiles

Overview

In order for eaters to earn rewards on qualified purchases through Otter Loyalty, a customer loyalty profile will need to be added to an order or retroactively claim rewards from an order receipt. 

An eater can sign up for your loyalty program by:

• Cashiers adding their information at the time of purchase within Otter POS
• Accessing the loyalty portal through a link shared by the merchant to sign up
• Scanning a loyalty QR code printed on the bottom of their restaurant receipt or printed on flyer by merchant
• Scanning a loyalty QR code printed on the bottom of their receipt from their delivery partner order (if set up)
• Creating a profile while ordering through your direct order website
• Creating a profile while placing an order through a 21” or 27” Otter Kiosk during checkout.

Learn more about creating and managing loyalty profiles below.

Creating a Loyalty Profile on POS

Cashiers can sign up an eater to a loyalty program by registering their information on Otter POS. 

Follow the steps below to learn how to add a Guest profile.

• Step 1
  
  Click the add profile icon OR Select [Options] from the order screen. 

  Tap [Add guest].

  

   

• Step 2
  
  Type the guest name into the search bar and select [Create new].

  

   

  Customer Profile Search
  If an eater has been registered as a customer at any Otter-using store within your organization, you’ll be able to search to pull up their information to add them to your loyalty program.

• Step 3
  
  Enter the customer information into the fields on the screen:

   ✐ First and Last Name

  ✐ Phone Number (Optional, US only)

  ✐ Email Address (Optional)

  ✐ Delivery Address(Optional)

  

• Step 4
  
  Select [Save].

  Once a Guest 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.

  

   

• Step 5
  
  Click [Confirm] to opt in the guest for Loyalty.

  

   

Eater Self-enrollment 

An eater can self-enroll for your loyalty program by scanning a QR code shared by the merchant or printed on the bottom of their receipts, creating a profile on a direct online order website, or clicking a loyalty portal link shared by the merchant.

Checkout examples of these options and how they’re displayed to the eater:

• The digital receipt eaters receive after placing a direct online order for a restaurant.

  

• The printed phycial receipt eaters receive after placing an order at the restaurant.

  

• A flyer created using the Loyalty QR Code for eaters to scan.

  

• The printed phycial receipt eaters receive after placing an order on a delivery platform (like DoorDash or Uber Eats).

  

• While on a direct online order website, an eater can click the profile icon to sign up to create a profile and enroll in the Loyalty program.

  

• Creating a profile while placing an order through a 21” or 27” Otter Kiosk during checkout.
   
  

Once an eater has navigated to the Loyalty portal via QR code, direct order website profile, or direct link, they just need to sign up or sign in to claim and view point information. 

View the customer’s experience when scanning the loyalty QR code below.

• Step	Process	Image
  1	Eater scans QR Code.
  2	Prompted to sign up for Otter customer profile OR Logs into existing profile
  3	Eater is sent & must enter 6 Digit Authentication code to verify.
  4	Loyalty portal will open. Eater can see the following for brand selected:  current point balance ways to earn rewards ways to redeem rewards [Order now] button to place an order

Adding a Loyalty Profile to a POS 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	Image
  1	Click the add profile icon. OR Select [Options] from the order screen.  Tap [Add guest].
  2	Search for the customer profile in the search box: Customer Name Customer Phone Number Customer Email Address 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 Guest profile. Select [Add Guest to Order]. *If Needed:* To update a customer profile, select the [Edit] button.
  4	Once the customer’s profile has been added to the check, the customer's points will automatically show. The customer’s name will appear: At the top of the order screen At the checkout window	Checkout window Order Window

If Loyalty display is enabled on your dual screen Otter POS, eaters can add their profile to an order themselves by entering their phone number.

Adding Loyalty Profile to Online Orders
Eaters can also add their profiles to direct online orders to earn Loyalty points on those orders placed online— check out information on that here.

Credit Card Linked Profiles

Utilizing Stripe, a credit card can be linked to a Guest profile— eaters can earn Loyalty points on eligible purchases automatically when using their linked credit card to pay for their order. This helps streamline the process of:

• Needing to add a Guest profile to an order for Loyalty
• An eater needing to scan a Loyalty QR code on their receipt to retroactively claim points if their profile wasn’t added to an order
• Allowing eaters to effortlessly earn Loyalty points on orders placed through Otter Kiosk, and direct website orders when paying with their linked credit card

Check out how to link a credit card to a Guest Loyalty profile below.

• Step	Process	Image
  1	Ring up order as usual on Otter POS.
  2	Add Guest profile to the order to establish credit card linkage.   Already Linked If a credit card has already been linked, you can proceed to checkout without adding a Guest profile.
  3	Proceed to checkout. Select [Card] payment.
  4	Once payment is processed, you will see Loyalty points earned on order confirmation for the card-linked Guest profile.
  5	Eaters will also receive an SMS (text) after order is placed with order details & points earned.   Kiosk or Direct Website Orders Eaters will also receive an SMS (text) when ordering through Kiosk or a direct website with order details and any points earned on that order.

Automatic Card Link After Two Purchases
If a Guest profile is added to an order and the same credit card is used to complete the purchase— after two consecutive payments using that card, the credit card will automatically be linked to that Guest profile.

Viewing or Editing Linked Card
Currently, the card linked to a Guest profile will not be viewable or editable to eaters or operators.

If an eater wants to change their linked card, they will just need to use a new credit card to pay for an order attached to their Guest profile twice consecutively.

FAQs

• Guest information can be updated from Otter POS within the Guest Profile Search box by selecting the [Edit] button.

  

• Guest profiles and points are stored at the Brand Level.

  If you use multiple brand menus (have more than one brand), you will have access to a different pool of Loyalty customers depending on the menu selected when an order is transacted.

• Yes— You can manually adjust a loyalty balance from the Otter Dashboard Guest Directory app.

  

  Learn more about that here.

• Yes— You can view Loyalty Reporting for metrics like enrollment, eater engagement, and overall ROI. You can also check out the Guest Directory Report for information on customer loyalty status, contact information, and order history.

Updated November 19, 2025 18:03