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.

Example Loyalty Program Configuration:

Hungry Taco Grill has configured their loyalty points as:

Eaters are eligible to earn 1 point for every $1 spent.

1 point earned = $0.10 towards future purchase.

Ollie spends $100 at Hungry Taco Grill. The cashier adds Ollie's profile to the check using his loyalty number. For every $1 Ollie spends at Hungry Taco Grill, he is eligible to earn 1 point.

Ollie spent $100 and earned 100 points on that order.

100 points are worth $10 in discounts towards a future purchase.

This means Ollie has earned a $10 dollar discount towards a future purchase at Hungry Taco Grill— rewarding his loyalty and encouraging him to return.

Video Demo

Adding Loyalty profile & redeeming points overview on POS

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)

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.

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Learn more about claiming rewards after purchase here.

QR Code Loyalty Points Claim Fail
If a QR Code has already been scanned to claim loyalty points or loyalty points were already earned for that order— when the QR code is scanned, the eater will be alerted that points have already been claimed and they will not be able to earn points on that purchase.

Redeeming Loyalty Points

Once an eater has earned a loyalty balance, they can then redeem those points and apply them as a discount to an order. Points can be redeemed during the checkout process.

At checkout, a Rewards available notification will show.

Select from the options shown for point redemption.
At checkout, a Rewards available notification will show.

Enter amount desired to redeem and click [Redeem].

Note Minimum or Maximum Amount to Redeem:
Currently, there is no minimum amount of earned points needed to redeem. This means, even if an eater has only earned $0.01 in points— they can be redeemed.

There is also, currently, no maximum limit on the amount of points that can be redeemed at one time.

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.

Loyalty Discount Displays:

Where	Displayed as	Image
Cashier-facing POS screen	Loyalty Discount line item
Customer-facing POS dual-screen	Loyalty Discount line item
Eater receipt	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.

Still need help? Reach out to our team:

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Updated May 06, 2025 18:03