How to create a reward: physical or digital

A reward is something contacts get in exchange for points, like a free coffee or a discount code. Every reward is either physical or digital, and that choice decides how the contact gets it and which settings the reward has.

Physical or digital

Physical reward: something you hand over yourself, like a free coffee, a tote bag or a free item on the bill. The contact claims it and you give it to them, in your store or through your POS. Nothing is sent to the contact.

Digital reward: a unique code the contact receives after claiming it, such as a discount code for your webshop. You supply the codes yourself, and every claim uses up one of them.

Pick the type carefully: you can't change it once the reward exists. To switch, create a new reward of the other type and deactivate the old one.

Create a reward

1. Go to Loyalty → Rewards and click New reward.
2. Under Choose the type of reward, pick Physical reward or Digital reward.
3. Click Next step.
4. Fill in the Name and the Required points: how many points the reward costs, up to 100,000. Add an Image if you like.
5. Click Create.

The reward is active straight away, so contacts can see and claim it right after you create it. If you'd rather finish setting it up first, deactivate it (see below) and switch it on when it's ready.

A digital reward has no codes yet when you create it, and contacts don't see a digital reward with no codes left. Add codes before you expect anyone to claim it.

Settings for every reward

Open the reward from Loyalty → Rewards:

• Information: click Edit details to change the image, title, description and required points, and to set a Cost price: what the reward costs you.
• Danger zone, at the bottom of Information: Activate or Deactivate the reward.
• Redemptions: every time the reward was claimed, by whom and where.
• Limits: set a Limit per contact, and for a physical reward its Stock. See how the limits work below.
• Automation: run an automation whenever somebody claims the reward.
• Visibility filters: choose who sees the reward, and when and where.
• Discount logic: only shown when you have a POS integration that applies reward discounts. This is where you set what the reward takes off the bill.

How the limits work

A reward can have two limits. The Limit per contact counts what each contact claims, and the stock counts what all contacts claim together. Click Edit limit under Limits to change either one.

Limit per contact

This is how many times one contact can claim the reward in total. Choose Unlimited redemptions or Limited redemptions and enter a number. It works the same for physical and digital rewards.

• It counts over the contact's whole lifetime. There's no per day, per week or per visit option, and the count never resets. A limit of 1 means once per contact, ever.
• Every claim counts, wherever the contact claimed the reward.
• A reversed claim doesn't count. Reversing gives the contact back both their points and the claim.
• A limit of 0 means nobody can claim the reward.

Once a contact reaches the limit, the reward disappears from their list and a claim is refused with "The reward limit is reached", even when they have enough points. To let them claim it again, raise the limit or choose Unlimited redemptions.

Text in the description, like "once a day", doesn't limit anything. Only the Limit per contact does, and it can't be set per day.

Stock: the limit for all contacts

The second limit is shared by everyone, and it depends on the type of reward.

• Physical reward: Stock under Limits. With Unlimited stock it never runs out. With Limited stock, every claim takes one off, also a claim made in advance with Redeem upfront. At 0 nobody can claim it, and a claim is refused with "This reward is out of stock".
• Digital reward: there's no stock setting. The Available codes on Codes are the stock, so a digital reward is never unlimited. Every claim uses one code, and when none are left nobody can claim it: a claim is refused with "This reward is out of stock".

Reversing a claim on a physical reward puts one back in its limited stock. A digital reward's code stays Used, because the contact already has it.

Physical rewards

Claim now, collect later

By default a physical reward is redeemed when the contact collects it: the points come off at the counter. With Redeem upfront, contacts can claim it in advance and pick it up later.

1. Open Information and click Edit details.
2. Under Pre-redeemable, choose Redeem upfront.
3. Set a Time limit: how long the contact has to pick the reward up after claiming it.
4. Save.

The points come off when the contact claims the reward, not when they collect it. With Limited stock, the claim also takes one off the stock straight away. Leave Redeem at collection selected if contacts always claim at your counter.

Don't leave the Time limit empty. Without one, a claim counts as collected the moment it's made, so the contact has nothing left to pick up.

When the time limit runs out

If the contact hasn't collected the reward when the Time limit runs out, it expires and can't be collected anymore. Nothing else changes:

• The points don't come back. The contact spent them when they claimed the reward.
• The stock doesn't come back. With Limited stock, the claimed item stays off the stock.
• Nothing is reversed. Expiring doesn't add a reversal to the contact's history.

So a contact who claims a reward and never collects it loses those points. Choose a time limit that gives contacts enough time to come by.

A reversal on a pre-redeemed reward means the claim was reversed through your POS or another integration. It never comes from the time limit running out. Reversing returns the points and puts one back in a limited stock. To give a contact their points back yourself, use Assign points on the contact's page.

Digital rewards

Add codes

A digital reward runs on codes you provide: every claim gives the contact the next unused one. Open the reward and go to Codes, under Distribution:

• Upload codes to import codes you already have, such as discount codes from your webshop.
• Generate codes to have Leat create a batch. Only do this if the place the contact uses the code, like your webshop or POS, will accept codes Leat made.

Each code shows as Available or Used. The number of available codes is the reward's stock: when they run out, contacts stop seeing the reward. Upload or generate more to bring it back.

The email with the code

Under Automation, the Email section decides how the contact receives their code:

• Send automatic email: we send a plain email with the reward code, in our standard layout instead of your branding. Contacts get it the moment they claim the reward.
• Send custom email: you design and send the email with an automation, and we don't send anything. Click Enable automation, and make sure the email includes the reward code. If the automation isn't enabled or is inactive, contacts don't receive their code.

A reward doesn't show up or can't be claimed

• "The reward limit is reached": the contact has used up their Limit per contact. Check Limits, and remember the limit counts in total, not per day.
• "This reward is out of stock", or it doesn't show up: for a physical reward, check Stock under Limits. For a digital reward, check Codes for any Available ones.
• It's inactive: check Danger zone on Information.
• A visibility filter hides it: open Visibility filters and click Test to check a contact against them.
• The contact doesn't have enough points: they can't claim a reward that costs more than their balance.