# Referrals > Reward clients who send you new clients. Set up the program and rewards, credit or remove a referral, use rewards at checkout, and track results. Source: https://heylilo.co/help/marketing/referrals Your referral program rewards clients who send you new clients. Every client gets a personal referral code and a link to share. Their friend gets a reward on their first visit, and the client who referred them gets one once the friend pays. ## Set up your referral program **Applies to:** Owners and admins 1. Go to [**Marketing** → **Referrals**](https://app.heylilo.co/dashboard/marketing/referrals). 2. Select **Create referral program**. The program starts right away, with 15% off for both clients. 3. Select **Settings** and choose your rewards (see below). 4. Select **Save changes**. You'll see **Referral program saved**. In the Lilo app, go to **More** → **Referrals**. The rewards are on the **Configuration** tab. ### Reward settings **Applies to:** Owners and admins **Referrer reward** is what your client earns. **New client reward** is what their friend gets. - **Reward type**: **Percentage off** gives a single-use code for a percentage off one invoice. **Loyalty points** adds credit to the client's points balance, and needs a [loyalty program](https://heylilo.co/help/marketing/loyalty). - **Percent off** or **Credit amount**: the size of the reward. Lilo turns a credit amount into points at your loyalty redemption rate. - **Description shown to clients**: how the reward is described to clients, for example on the client portal's **Refer a friend** card. Lilo writes it for you until you edit it. - **New clients get the same reward as the referrer**: turn this off to give the friend a different reward. - **Percentage rewards expire after**: how many days a percentage reward lasts. ## Pause the program **Applies to:** Owners and admins 1. On **Marketing** → **Referrals**, select **Pause**. 2. Select **Pause program**. To restart it, select **Resume**. ## Track results **Applies to:** Owners and admins **Overview** shows your results for the **Last 30 days** or **All time**: - **Revenue from referrals**: what referred clients have paid you, before discounts and without tax or tips. - **Rewards cost**: what the program has given away. Points count when they're given, and percentage rewards count when they're used. - **Net return**: revenue minus rewards cost. It can start out negative, because points count before the visits they pay for. - **New clients referred**: referred clients who've paid for a visit. **Top referrers** ranks clients by what their friends have paid. The list below shows every referral. It's **Pending** until the friend pays for a visit, then **Converted**. ## How clients share their code - Each client's code is on their profile. Select **Copy code** or **Copy link** to send it for them. - In the [client portal](https://heylilo.co/help/booking/client-portal), clients see a **Refer a friend** card with their code and a **Share** button. - On your [booking page](https://heylilo.co/help/booking/online-booking-page), a new client selects **Referred by someone?** and enters the code. Your client's link fills it in for them. ## Credit a referral at checkout 1. On the checkout page, select **Referred by someone?**. 2. Search for the client who sent them, or type their referral code. 3. Select the client, then select **Attach referral**. The friend's reward is ready to use right away. **Referred by someone?** only shows for clients who are new to you (see **How it works**). You can also credit a referral when you [add a new client](https://heylilo.co/help/clients/clients-list), with **Referred by someone?** on the form. In the Lilo app, **Referred by someone?** is on the checkout screen, and a client's referrals are on their profile. ## Log a referral you missed 1. Open the client from [**Clients**](https://app.heylilo.co/dashboard/clients). Select **More**, then choose **Referrals & Loyalty**. 2. Select **Log referral** and choose who referred whom. 3. Search for the other client and select them. 4. Check the rewards, then select **Log referral**. Both clients get their rewards right away, even if the friend has visited before. Lilo doesn't email them about it. Let them know. ## Remove a referral 1. Open either client's **Referrals & Loyalty** tab, as above. 2. Select **Remove** next to the referral, then select **Remove referral**. You can also select **Remove** next to **Referred by** on the checkout page. Lilo takes back any rewards the referral gave that haven't been used. If one has been used, you can't remove the referral. ## Use a referral reward at checkout A client's referral rewards show on the checkout page. Select **Apply** next to a **Referral reward**. By default, anyone who checks out can apply it. A points reward is already in the client's loyalty balance, so select **Redeem points** to use it. For the rest of checkout, see [Check out an appointment](https://heylilo.co/help/payments/checkout). ## How it works - A referral only counts for a new client. That's someone who has never paid you or had an appointment completed, on this profile or any other with the same email or phone. - Each client can be referred once, and nobody can refer themselves. - Lilo creates the friend's reward when the referral is added. It creates the referrer's the first time the friend pays for a service, using your settings at that moment. - When the friend pays, Lilo emails the referrer that their reward is ready, if they get emails from you. - A percentage reward takes its percentage off the items on one invoice. It skips anything that already has a member discount. An invoice can have one code, so it can't be combined with a [promo code](https://heylilo.co/help/settings/discounts). - Clients can't use reward codes when they book online. Your team applies them at checkout. - A friend who books online keeps a percentage reward until at least a week after the visit they booked. - A points reward must be worth at least your loyalty program's minimum redemption. - While the program is paused, nobody can add a referral. The referral options leave your booking page and client portal. Referrals already waiting still pay out. Rewards already given still work. - By default, the owner and admins run the program. Everyone on your team can credit referrals. The owner and admins can change who does each (see [Team roles and permissions](https://heylilo.co/help/team/roles-and-permissions)). ## Common questions ### A friend booked with a code. Why didn't the referral count? Lilo still books the appointment, but skips the referral when: - they've paid you or had an appointment completed before, even on another profile with the same email or phone - someone already referred them - the code is theirs, or belongs to a profile with their email or phone - they typed the code wrong. The booking page tells them it couldn't find the code. If they're a returning client or typed the code wrong, you can still log the referral from their profile. ### Why can't I add a referral at checkout? The client has paid you or had an appointment completed before, someone already referred them, or the program is paused. To credit a returning client, log the referral from their profile. ### Why hasn't the referrer gotten their reward? It comes the first time their friend pays for a service. Until then, the referral shows **Pending**. A visit that cost nothing doesn't count, and neither does a purchase with no service in it. ### Can I change who referred a client? Yes. Remove the referral, then log the right one from the client's profile. ### Why is Loyalty points grayed out? You don't have a loyalty program yet. Set one up in [**Marketing** → **Loyalty Program**](https://app.heylilo.co/dashboard/marketing/loyalty), then choose points. ### When does a referral reward expire? Percentage rewards expire after the number of days set for the program. A client's **Referrals & Loyalty** tab shows each percentage reward and when it expires.