Loyalty points and customer credit

Points reward customers for the money they pay you; they can later use them to pay part of a booking. Credit is money the customer keeps with you, usually a refund they chose to keep for a later trip. Both show on the customer's file under Customer app, points and credit, and the customer sees them in the customer app.

The agency owner sets the rules in Settings → Customer portal and loyalty. This article explains what the rules mean.

Earning points

Points are off until the owner turns on Customers earn points. From that day, every customer earns points for what they pay; trips paid before that day never earn points.

• Points earned: how many points each 1 unit of your main currency earns, for example 1 point per 1 BHD. A payment in another currency is converted with your exchange rates, or with a fixed rate per currency if the owner set one.
• When points are earned:
  • On payment: as soon as a payment is recorded. If you later refund money, the same share of the points is taken back.
  • After the trip: once the trip has come back, for what was paid on the booking.
• Payments made with points or credit do not earn points.

Example: a family pays BHD 1,200 for Umrah at 1 point per 1 BHD. They earn 1,200 points: Earned in the history.

Using points

• Value of one point: what one point pays, in your main currency. With 0.01, 100 points pay BHD 1, so 1,200 points are worth BHD 12. The customer's file shows this value next to the balance.
• Fewest points to use: the smallest number of points a customer can use at once (100 unless the owner changed it).
• The customer uses points in the customer app to pay towards a confirmed booking. The payment appears on the booking with the method Loyalty points, and the points show as Used in the history.

Customer credit

Credit is on unless the owner turned off Use customer credit. It comes from:

• A refund kept as credit: when you refund a booking, choose To customer credit instead of giving the money back. The history shows Refund kept as credit.
• Credit added by hand with Adjust credit: shown as Added.

The customer spends credit in the customer app on a booking in the same currency. The history shows Used.

Expiry

• Points last: points expire this many months after they are earned (24 months unless the owner changed it; 0 means never).
• Credit lasts: credit from a refund expires this many months after the refund (0, never, unless the owner changed it).
• Points and credit you add by hand expire on the date you choose, or never if you leave Expires (optional) empty.
• The points and credit that expire soonest are used first. When points or credit expire, the balance goes down and the history shows Expired. In History, a row that will expire shows "until" and the date.

The history

To correct a balance by hand, see Adjust a customer's points or credit.