# Loyalty > Set up a points program, choose how clients earn and use points, run bonus point promotions, and check or adjust a client's points. Source: https://heylilo.co/help/marketing/loyalty A loyalty program gives clients points when they pay. They use the points for money off at checkout. Your business chooses how many points each dollar earns and what a point is worth. ## Set up your loyalty program **Applies to:** Owners and admins 1. Go to [**Marketing** → **Loyalty Program**](https://app.heylilo.co/dashboard/marketing/loyalty). 2. Select **Set up loyalty program**. Your program is **Active** right away, so clients start earning points. They earn 1 point per dollar and each point is worth 3 cents. They need 100 points before they can use any. You can change all of this on the **Settings** tab. In the Lilo app, go to **More** → **Loyalty Program** and tap the button to create your loyalty program. ## Change your program settings **Applies to:** Owners and admins 1. Go to **Marketing** → **Loyalty Program**. 2. On the **Settings** tab, change what you need: - **Program Name**: what your team and clients see. It shows in your client portal. - **Status**: **Active** lets clients earn and use points. **Paused** stops both, and clients keep their points. **Disabled** also stops both, and hides points from your client portal. - **Earn Rate (points per dollar)**: how many points clients get for each dollar they spend. - **Redemption Rate (dollar value per point)**: how much each point takes off a bill. - **Minimum Redemption**: how many points a client needs before they can use any. - **Inactivity Expiration (months)**: Lilo doesn't expire points, even if you set this. 3. Select **Save Changes**. You'll see **Loyalty program settings saved**. A new **Redemption Rate** changes what every client's points are worth, including points they already have. In the Lilo app, go to **More** → **Loyalty Program** → **Configuration** and tap the pencil. Tap **Save Changes** when you're done. The app calls the redemption rate **Point Value**. ## Run a bonus points promotion **Applies to:** Owners and admins A promotion multiplies the points clients earn for a while, like double points for a weekend. Promotions don't have a menu link on the web. 1. Go to [app.heylilo.co/dashboard/marketing/loyalty/promotions](https://app.heylilo.co/dashboard/marketing/loyalty/promotions). 2. Select **Create Promotion**. 3. Enter a **Name**, and a **Description (optional)** if you like. 4. Set the **Points Multiplier**, from 1.1 to 10. 2 means double points. 5. Leave **Apply to All Services** on, or turn it off and choose a **Service Category**. 6. Choose the **Start Date** and **End Date**. 7. Select **Create Promotion**. You'll see **Promotion created**. To stop a promotion early, select **Deactivate** next to it. **Activate** turns it back on. Deleting a promotion also turns it off. It stays in the list as **Inactive**. In the Lilo app, go to **More** → **Loyalty Program** → **Configuration** and tap the plus button next to **Promotions**. ## See how your program is doing **Applies to:** Owners and admins Go to **Marketing** → **Loyalty Program** and select **Analytics**. It shows all-time totals: - **Points outstanding**: points clients have and haven't used yet. - **Active members**: clients who've had any points activity. - **Points earned**, **Points redeemed** and **Dollars redeemed**. - **Average balance**: the average points an active member has. **Top members** lists the 10 clients who've earned the most points. In the Lilo app, this is the **Analytics** tab. ## See or change a client's points 1. Open the client from [**Clients**](https://app.heylilo.co/dashboard/clients). 2. Select **More**, then choose **Loyalty**. On the full page, select the **Loyalty** tab. 3. **Loyalty Points** shows their **Current Balance**, **Total Earned**, **Total Redeemed** and **Last Activity**. **Points History** lists every change. In the Lilo app, open the client and tap **More**, then **Loyalty**. The app shows points only while your program is **Active**. With [referrals](https://heylilo.co/help/marketing/referrals) turned on, the menu item may be called **Referrals & Loyalty** instead. **Applies to:** Owners, admins and location managers To add or take away points: 1. Select **Adjust Points**. 2. Enter the **Points**. To take points away, use a minus sign, like -50. 3. Enter a **Reason** and select **Adjust Points**. You'll see how many points were added or deducted. A client's balance can't go below zero. In the Lilo app, tap **Adjust** on the client's **Loyalty** tab and enter the same details. Then tap **Add Points** or **Deduct Points**. ## How it works ### Earning points - Clients earn points once an invoice in their name is paid in full. That's usually at checkout, or online when they pay the whole amount as they book. - Points come from what the client spent on services and products, after discounts and any points they used. Tax and tips don't earn points. Lilo rounds down to whole points. - The program has to be **Active** when the invoice is paid. Invoices paid before you set up the program don't earn points. - During a promotion, clients earn more on visits that include a service from its category, or on every sale if it applies to all services. Lilo uses the promotions running when the invoice is paid. If two match, the bigger one counts. - Refunds don't take back points. **Applies to:** Most business types - A [membership](https://heylilo.co/help/marketing/memberships) plan's **Loyalty Points Multiplier** multiplies its members' points, on top of any promotion. ### Using points - You apply points at checkout, as money off the bill. See [Check out an appointment](https://heylilo.co/help/payments/checkout). - Clients need at least your minimum to use any points. Points can't take off more than the client still owes. - Lilo takes the points off the client's balance once the invoice is paid. Until then, you can select **Edit** in checkout to change them. **Reset** in that box takes them off. - Clients can't use points online. Once they have points, they can see their balance in your client portal, unless the program is **Disabled**. - Points don't expire. ## Common questions ### Why didn't a client earn points? Usually one of these: - The invoice isn't paid in full yet. - The sale had no client on it, like a walk-in sale. - The program wasn't **Active** when they paid, or wasn't set up yet. - The amount was too small to earn a whole point. ### Why can't a client use their points? **Redeem** only shows in checkout when the program is **Active** and the client has at least your minimum number of points. ### What is a point worth? Your business sets it. When you select **Redeem** in checkout, the **Redeem Loyalty Points** box shows how many points make a dollar. ### Do points expire? No. Lilo doesn't expire points, even if **Inactivity Expiration (months)** is set. ### Why does Loyalty Program take me back to the Home page? Opening **Marketing** → **Loyalty Program** needs permission to manage the program. By default, only owners and admins have it. Anyone who can see a client's profile can still see their points there.