Loyalty and Referral: Frequently Asked Questions (FAQ)

🔧 Loyalty: configuration and activation

Q: How do I activate the module for the first time?

A: Go to Modules > Loyalty, check "Activate automatic system", then configure your settings (points/euro ratio, points per session, rewards).

Full details in the article: Loyalty, referrals & rewards

Q: Do existing clients automatically earn points when the module is activated?

A: Yes! You can run an automatic recalculation for a given period (3, 6, 12 months, or all time). The system will calculate points based on validated payments and sessions during that period.

Q: Should I activate both points per euro and points per session?

A: No, it’s completely optional. You can activate:

• Only points per euro
• Only points per session
• Both at the same time (cumulative)
• None and manage everything manually

💰 Points and rewards

Q: Do clients "spend" their points when they redeem a reward?

A: No! Points accumulate for life. Each tier unlocks a reward without deducting points from the balance. A client with 500 points keeps their 500 points even after claiming a 100-point reward.

Q: Can I modify a client’s points afterwards?

A: Yes, fully. From the client record, you can:

• Add points manually (commercial gesture, contest, etc.)
• Remove points (correction)
• View a detailed history of all transactions

Q: Can a client claim the same reward multiple times?

A: It depends on your configuration. By default, a reward can only be claimed once per client. But you can create multiple tiers with the same reward (e.g., 100, 200, 300 points = 10€ each time).

Q: What happens if I change my rules later?

A: Previously claimed rewards remain valid. Points already granted do not change. Only new actions will follow the updated rules.

👥 Referrals

Q: How do I activate referrals?

A: Go to Modules > Referrals, check "Activate referral system", then configure your settings (points and/or rewards for referrer and referee).

Full details in the article: Loyalty, referrals & rewards

Q: How does a client know their referral code?

A: The code is visible in their client area or you can provide it directly. You also see it in the contact record. You can create an automatic email to notify them.

Q: What happens if two clients have the same name?

A: The system automatically generates a unique code by adding a numeric suffix (e.g., MARIE-DUPONT then MARIE-DUPONT-2).

Q: Does the referrer earn points on every purchase of their referee?

A: No, only on the first booking of the referee. It’s a one-time referral bonus per referee.

Q: Can I manually add a referral if the client forgot to enter the code?

A: Yes! From the referrer’s record, you have a "Add a referee" button to register manually.

📧 Communication and notifications

Q: Are clients automatically notified when they earn points?

A: Not for each point gain (too many notifications). But you can activate the automatic email when a reward is unlocked.

Q: Can I customize reward emails?

A: Yes, when creating a reward, you can write a custom description included in the email.

Q: How do I inform clients about the loyalty program?

A: You can:

• Send an announcement email via your email system
• Add a banner on your website
• Mention it during appointments
• Create a post on your social networks

🛠️ Technical and management

Q: Does recalculating points take long?

A: Calculation runs in the background (asynchronous task). You receive a confirmation email when finished. Depending on data volume, it can take a few seconds to a few minutes.

Q: Can I export my clients list with their points?

A: From the Loyalty ranking page, you have a complete view. CSV export will be available in a future version.

Q: What happens if I deactivate the module?

A: Existing points and rewards are kept, but no new points will be automatically granted. You can still manage manually.

Q: Is the module compatible with all my session types?

A: Yes! You configure points per session type (Portrait, Family, Wedding, etc.). You can enable/disable and customize points for each type individually.

Updated on: 27/10/2025