Otter Loyalty Points

Overview

Once you have created your Loyalty program, set up how eaters can earn and redeem points, and published it out— when a customer profile is added to an order, they can then earn points for that qualified transaction. 

After earning loyalty points for your business, your customers will be able to redeem their loyalty balance for a discount (that you have set) on applied orders. 

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.

Earning Loyalty Points

Eaters can earn loyalty points by:

• Cashier adding their loyalty profile to an order at time of purchase
• Entering their loyalty information at time of purchase (for dual-screen enabled POS)
• Scanning the loyalty QR code on the bottom of their receipt (printed or online order)
• Making a purchase on your direct order website while signed into their profile.

• Eater redeeming points during the Otter Kiosk checkout flow.

Learn more about each experience below.

• Cashiers can add a Guest profile to an order on Otter POS any time before payment has been entered. Cashiers will need to confirm whether the eater would like to opt-in to Loyalty (if not already registered).

  

  Get step by step instructions on how to add a Guest profile to an order here. 

   

• Loyalty sign-up and redemption can be completed directly on the customer-facing POS screen by the eater.

   

  

   

  Learn how to enable dual-screen loyalty POS display here.

   

• After purchase, if a Loyalty profile wasn’t added to an order, eaters can scan the QR code on their printed, delivery partner, or online order digital receipt to retroactively claim rewards on that order.

  .       

  Learn more about claiming rewards after purchase here.

   

• When an eater is making an online order from your direct website, they can sign up or sign in to add their profile to their order. This will also display any available points for the eater to redeem.

  
  

• Eater redeeming points during the Otter Kiosk checkout flow.
   

  

Text (SMS) Point Notifications

For qualified orders made through Otter POS or a direct online website— once the order is placed, the eater will receive a text notification confirming their order and points earned for that order. 

Automatically Enabled Feature
This Loyalty SMS notification feature is automatically enabled— no set up or adjusting settings for your direct orders needed.  These notifications will be sent if an eater has notifications turned on in their profile preferences.

SMS notifications are only intended to be sent whenever an eater enrolled into Loyalty has a change in earning or redeeming points— communicating the points earned for that specific order.

Redeeming Loyalty Points

Once an eater has an available loyalty balance, they can redeem points to apply as a discount towards an order. Rewards can be redeemed during the checkout process by:

• Cashier adding a Guest Profile to an order and selecting a redemption option on POS
• Eater using loyalty points to redeem coupons within Loyalty portal to enter on Kiosk or an online order
• Eater using loyalty points to redeem coupons within Loyalty portal to add to order on a direct online ordering website

View more about each of these scenarios below:

• After adding a Guest Profile to an order on Otter POS, a Rewards available notification will show. Click [Select] for the redemption option the eater would like to use towards their qualified order.

  

  If you only have “points to cash” as a redemption option, you’ll see the amount of points available— from there, you can just type in the amount of points the eater wishes to redeem for.

  

   

  Coupon Code Entry on POS
  If an eater has redeemed points in the portal for a coupon code, you should see that listed as an option during checkout under Coupons in your account.
  

• Within the Otter Kiosk checkout flow, eaters will have the option to redeem their earned points for available reward options. Your customers can apply their rewards directly to their Kiosk order.

  View the eater's experience below.

  Step	Process	Image
  1	Guest starts an order on the 21” or 27” Otter Kiosk. Click Start Ordering.
  2	Guest enters their Phone Number and clicks Continue.
  3	Guest adds Items to their cart.
  4	Guest enters their Name. Guest leaves the Use This Name for my Loyalty Profile toggled ON.
  5	Once the guest’s Phone Number & Name have been entered and the guest has opted into Loyalty in Step 4, the guest is officially signed up for Otter Loyalty. If the guest has previously created a Loyalty profile, their Number of Points will be shown at the top of this screen. The guest can click the Redeem Awards button to use Loyalty points on their order.
  6	The guest will be prompted to select a Payment Method. Once a payment method is selected, the guest will submit payment.
  7	The Kiosk will give the guest an Order Number. Under the order number, the Kiosk will state the current Number of Points the guest has available in their Loyalty account. Guest will click I’m Done.

   

• Within the Loyalty portal, eaters will have the option to redeem their earned points for available reward options. While on a direct online ordering website, eaters will be able to redeem any earned points for a discount towards their order. Once they redeem points for a discount— it will automatically be added to their cart at checkout (if applicable).

  Coupon Limitations
  - Each coupon represents 1 specific point redemption reward
  - Each coupon can only be used once
  - Coupon codes do not have an expiration date

  View the eater's experience below.

  Step	Process	Image
  1	While on a direct online order website, eater clicks Sign In. Window will pop up for eater to enter email address to sign into existing account or create a new one.
  2	When they sign in, any available Loyalty points will display.
  3	To get to the Loyalty portal, eaters can click on the points or profile icon in the top-right corner. Click [Redeem] listed to an available coupon to redeem points. Click [Claim points] to scan a QR code to redeem from your phone.
  4	Confirm point redemption by typing amount and clicking [Next].
  5	From the available coupons, you can: A. click [View] a coupon to copy the code B. click [Order] to place an order and have coupon auto-applied to your order.	View click to copy code Order click to apply coupon
  6	Add items to cart as usual and go to checkout. Redeemed coupon code will show as applied to order or manually paste coupon code to Discount code.   Removing a Coupon If you want to save that coupon added to apply to a later purchase, just click the X to remove the discount code.
  7	If you do not wish to use the coupon right away on your current order, redeemed coupons will stay listed in your Coupons within the Loyalty portal for future use.

   

Coupon Entry on Kiosk— Helpful Tip!
Since eaters have to view/log into the Loyalty portal in order to enter a Loyalty coupon code to their order on Otter Kiosk, providing a QR Code for eaters to scan near your kiosk would help them easily access their Loyalty account.

Redemption Types

Depending on how you’ve set up redemption options for your Loyalty program, eaters can redeem points for:

• Points towards dollar amount discount (‘points to cash’)
• Order discount
• Item discount
• Buy X Get Y (BOGO)

Check out the different redemption options that may show at checkout:

• Points to Cash Discount
  
  
• Percentage Discount
  
  
• Dollar Amount Discount off Item or Order Total
  
  
• Buy X Get Y (BOGO) Discount
  
  

Redeemed Points Display

Once points have been redeemed & applied to an order, the discounted amount will appear. Check below to see how the loyalty discount will display for cashier-facing or customer-facing on Otter POS, and on a eater receipt.

Where	Displayed as	Image
Cashier-facing POS screen	Loyalty Discount line item
Customer-facing POS dual-screen	Loyalty Discount line item
Kiosk Checkout Flow	Listed as Discount Discount Code displayed
Eater receipt	Listed as Discount
Online Order Website	Listed as Discount

Refunded or Cancelled Loyalty Orders

Refunds for Redeemed Loyalty Points

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

In the Guest Directory, you can view the refunded points under Loyalty information— the points will be listed as Reward refund.

Points for Cancelled or Refunded Orders

If an order where a loyalty profile was added to earn points is cancelled or refunded, the eater will not earn points for that order. 

In the Guest Directory, points subtracted from their loyalty balance for cancelled or refunded orders will be listed as Purchase refund.

Manually Adjusting Loyalty Balance

If you need to manually adjust a loyalty balance, you can add or subtract points from a loyalty balance within the Guest Directory page on the Otter Dashboard.

Follow the steps below to manually adjust a loyalty balance.

• Step	Process	Image
  1	From the Guest Directory, click on a customer listed. Click [Adjust balance] from the Guest details.
  2	Select Plus to add points or Minus to deduct points from Reward total.
  3	Enter the amount of points to add or subtract.
  4	Review New Balance to ensure correct adjustments. Click [Adjust] to confirm manual adjustment.

FAQs

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

  

• Customer 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 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.

• No— redeemed rewards cannot be used to cover taxes or service fees for a transaction.

• No— Currently, you can only manually adjust Rewards balance from the Otter Dashboard Guest Directory.

• Yes— Within the Loyalty portal, used coupons can be viewed by clicking [My Coupons] at the top of the screen. Coupons already used will be grayed out and marked as Used.

  

• Yes— Eaters can update their Notification preferences within their Account Profile while ordering online.

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 November 19, 2025 18:27