Rewards

Rewards is your marketplace’s points-based loyalty program: customers earn points on qualifying orders anywhere on the marketplace and redeem them for benefits you define. Because the balance is marketplace-level — not per merchant — every vertical feeds the same loyalty loop: points earned on groceries can be redeemed on a restaurant order, which keeps customers inside your ecosystem instead of shopping around.

Where to find it

Dashboard → Settings → Features → Reward Settings (/features/reward/reward-settings) and Reward Benefits (/features/reward/reward-benefits/list) in your admin dashboard. Requires an admin or co-admin account.

Setting up the program

The program splits into earning rules and a benefit catalog:

1. In Dashboard → Settings → Features → Reward Settings, enable the program and define how completed orders convert into points. Point expiry is configured here too — expired points are removed automatically, so dormant balances don’t accumulate as an open-ended liability.
2. In Reward Benefits (/features/reward/reward-benefits/list), create the benefits points can buy. Each has a point cost; together they’re the redemption catalog your customers shop from.
3. Save both halves. Earning starts with the next qualifying order.

Both halves matter

Earning without benefits frustrates (“what are these points for?”); benefits priced beyond realistic balances never get redeemed. Treat Reward Settings and Reward Benefits as one design, not two settings pages.

Set the point value first

Fix the cash value of a point before building benefits, and keep every benefit consistent with it. As a marketplace you’re funding loyalty across all merchants — model the effective give-back rate (a few percent of order value is typical) against your commission margin before launch.

How customers earn and redeem

• Earning is automatic on qualifying completed orders — no codes or scanning. Cancelled orders never earn.
• Redeeming happens in the customer app: the customer picks an affordable benefit and applies it to an order.
• Bonus points can flow in from other programs: a coupon with the Reward Points benefit type tops up balances — the mechanism behind double-points promotions, with no change to the program’s base settings.

Customers see their balance and full redemption history in Customer app → Accounts → Rewards.

Redeeming in-store

Points work offline too: customers visiting a physical outlet can redeem at the counter through the in-store tablet. One balance, every channel — app delivery, pickup, and walk-in.

Point expiry

With an expiry configured in Reward Settings, points lapse automatically after the set period — no manual housekeeping. Expiry keeps points an incentive to order soon rather than a perpetual balance-sheet liability for the marketplace. Surface the expiry window in your customer-facing promotion text so it never reads as points “disappearing”.

Designing the earn-and-burn loop

A marketplace points program works when earning feels fast and redemption feels reachable:

• First benefit within 2–3 orders. A redemption a new customer can actually see coming is what makes the balance meaningful. Anchor the bottom of the benefit ladder accordingly.
• A hero benefit for heavy users. One aspirational benefit gives multi-vertical customers a reason to keep concentrating their spend on your marketplace instead of splitting it.
• Expiry longer than the cross-vertical ordering cycle. Customers may order groceries weekly but restaurants monthly — set expiry against your slowest meaningful cycle so loyal customers never feel clipped.
• Boost with coupons, not rate changes. Run a Reward Points coupon for temporary double-points pushes; editing the base earn rate is a visible, hard-to-reverse signal.

Use points to cross-sell verticals

A points boost scoped to a newer vertical (via a coupon with a business type condition) is one of the cheapest ways to get existing customers to try it — the reward spends anywhere, but the earning pulls them into the new category.

Reports

Reward activity lives under Dashboard → Reports, in the feature transaction reports (/reports/feature-transactions/*):

Report	What it shows
Reward points list	Every points credit — order, customer, amount
Reward points aggregate	Earning totals over time
Reward redeem list	Every redemption — benefit, customer, order
Reward redeem aggregate	Redemption totals per benefit — which benefits actually move
Reward liability	Outstanding points across all customers — the program’s cost if everyone redeemed today

The liability report is the marketplace operator’s key number: review it monthly to confirm your earn rate and expiry keep the program affordable as order volume grows.

Troubleshooting

Symptom	Try this
Points not credited after an order	Confirm the order completed — cancelled orders don’t earn; check it qualified under Reward Settings
Customer can’t redeem a benefit	The balance must cover the benefit’s point cost; verify the benefit is active in Reward Benefits
Balance dropped without a redemption	Point expiry — the customer’s history in Accounts → Rewards itemizes every movement
Redemption rates are near zero	Benefit costs are likely too high relative to the earn rate — the first benefit should be reachable within a few orders
Walk-in customer wants to redeem	Handle it at the counter via the in-store tablet

Related: Memberships · Coupons · In-Store Tablet · Customer experience