Redemption Rules

Redemption rules allow you to select which customers will be able to redeem an Offer or Loyalty Offer created within the Admin Portal. Redemption rules do not apply to Messages.

This does not control who will receive this offer or loyalty offer – just who can redeem this offer after receiving it. For Redemption Rules, please refer to the Redemption Rules guide.

Redemption rules can be found under the “Who” section when creating a new offer.

An important consideration is that redemption rules should not conflict with targeting rules. Therefore, if a customer receives an offer based on the set targeting rules, they should be able to redeem it. If you have any questions, please contact our Support Team at [e-mail].

Demographics

1. No One (Draft Mode) – No one will be able to redeem this offer. This can be used to “deactivate” a previously valid offer that is no longer available without deleting the offer.
2. Everyone – Everyone who has this offer in their inbox will be able to redeem it. This is used in most cases, as if the customer has already received the offer (based on Targeting Rules), they should be able to redeem it.
3. Age – Customers can add their date of birth to their profile under “Settings.” This allows you to tailor offers based on customers’ provided age but will only be redeemable by those who completed this field.
4. Gender – Similar to age, customers can update their gender under “Settings,” which can be used to send targeted communications. Only those who have completed this field and whose entry matches what is set here will be able to redeem this offer.

Spend

1. Average Basket Value – Average basket value is the average amount a customer spends per order. When used, an offer will only be redeemable by customers who meet the defined criteria.
   Example: Using “Average Basket Value >= 10” will prevent anyone with an average basket value under $10 from redeeming this offer, even if they received it based on targeting rules.

2. Average Basket Value (Percentile) – This is how the average basket value for one guest compares to all other guests.
   Example: A value of 99 means that this communication will only target the top 1% of your guests based on average basket value.

3. Average Monthly Spend – Average monthly spend is calculated using the date of a customer’s first purchase. This can limit the redemption of an offer to customers who meet a minimum/maximum average monthly spend.
   Example: If a customer made a single $60 transaction in June and did not make a transaction in July, their average monthly spend in August would be $30 per month. If they still did not complete a transaction in August, their average monthly spend in September would be $20.

4. Average Orders per Month – Average Orders per Month is calculated using the date of a customer’s first purchase. This can limit the redemption of an offer to customers who meet a minimum/maximum average orders per month.
   Example: If a customer made three transactions in one month and did not make a transaction the next month, their average orders per month would be 1.5 transactions. If they still did not make a transaction that month, their average would drop to 1 transaction per month.

5. Average Orders per Week – Average Orders per Week is calculated using the date of a customer’s first purchase. This can limit the redemption of an offer to customers who meet a minimum/maximum average weekly orders.
   Example: If a customer made three transactions in one week and did not make a transaction the next week, their average orders per week would be 1.5 transactions. If they still did not make a transaction the following week, their average would drop to 1 transaction per week.

6. Average Weekly Spend – Average Weekly Spend is calculated using the date of a customer’s first purchase. This can limit the redemption of an offer to customers who meet a minimum/maximum average weekly spend.
   Example: If a customer spent $60 in one week and did not make a transaction the following week, their average weekly spend would be $30 per week. If they still did not complete a transaction by the third week, their average weekly spend would be $20.

7. Basket Subtotal – This can be used to set a minimum (or maximum) basket value that is eligible to redeem an offer.
   Example: To create an offer that is only redeemable for baskets over $20.00, this can be set to “Basket Value >= 20”.
   *This rule cannot be used for orders paid for using Scan to Pay in-store. This is because we cannot validate the basket subtotal for these orders, as we do not receive the information until after the transaction is complete; therefore, this rule can only be used for online orders or orders using the traditional loyalty workflow.

8. Days since Last Purchase – This will limit offers to being redeemed by users who meet the specified criteria.
   Example: Selecting “Days since Last Purchase >= 30 days” will limit redemption to users who have not made a transaction in at least 30 days.
9. Days since Last Purchase (Percentile) – This is how many days since the last purchase for one guest compares to all other guests.
   Example: A 0-1 percentile means that 99% of guests have purchased more recently than them.

10. Last Order Date – This can be used to target customers based on their last order date. This offer will not be redeemable by anyone who does not meet this criterion, even if they qualify based on targeting rules.
    Example: To ensure only customers who have not purchased since before 1/1/2022 can redeem this offer, select “Last Order Date < 1/1/2022”.
11. Lifetime Orders – This will only be redeemable by customers who meet the specified number of orders placed since signing up.
    Example: Select Lifetime Orders and “>/>= 5” so that only customers who have made less than five transactions can redeem this offer.
12. Lifetime Spend – This will only be redeemable by customers who meet a specified amount spent since signing up.
    Example: Select Lifetime Spend and “>/>= 100” so that only customers who have spent greater than $100 since signing up can redeem this offer.
13. Time of Day – This will limit the redemption of this offer to specific times of the day.
    Example: Select Time of Day and “>/>= 4:00 PM” to limit the redemption of this offer to after 4:00 PM (16:00:00).Please note: This rule relies on the Time Zone set under Advanced Options. For brands with locations in multiple time zones, this rule does not recognize the user's time zone and will result in different redemption times across time zones.
    Example: If the time zone is set to EST, and the time of day for redemption is set to > 4:00 PM, this allows guests to redeem this offer after 4:00 PM EST but 1:00 PM PST.

Other

1. Attrition Risk – Only customers who have been identified as at risk of churning (Sliders) or those who have already churned will be able to redeem this offer.
   Please contact your Customer Success Manager or our Support Team for more information about Guest Journey.
2. Day of Week – This will limit the days of the week on which this offer can be redeemed. After selecting this rule, selecting which day(s) of the week this can be redeemed is necessary. This is based on the order placed date. This is based on the order placed date. 
3. Journey Stage – Based on guest engagement, they will be at a different stage in the guest journey. These stages include Rookies, Regulars, Loyalists, Champions, Whales, Sliders, and Churned. This can be used to target customers based on their journey stage.
   Please contact your Customer Success Manager or our Support Team for more information about Guest Journey.
4. Lifetime Referrals – This will only be redeemable by customers who meet a specified number of lifetime referrals.
   Example: Select Lifetime Referrals and “>/>= 5” to limit redemption to customers who have referred at least five people to signup.
5. Loyalty Points – This can limit redemption based on a customer’s current loyalty point balance. It is often used when creating loyalty offers.
   Example: Select Loyalty Points and “>/>= 100” to limit redemption to customers with at least 100 loyalty points in their account. (Note: For loyalty offers, customers who do not have a sufficient point balance to redeem a particular offer will not be able to redeem it, regardless of whether this rule is selected.)
6. Order Type – This will limit redemption to specific transaction types – either Pickup or Delivery.
7. Referral Signup – This will limit redemption to customers who have signed up using a referral signup link sent by another customer.