Points & Rewards System
A good loyalty programme gives patients a reason to come back. In Zennor, patients earn points for actions you choose and redeem them for rewards you create. Manage everything in App Builder > Loyalty & Rewards.
1. Earning rules
Four rules control how patients earn points. Switch each one on or off and set its value.
| Rule | Patients earn points when… | Default |
|---|---|---|
| Sign-up Bonus | they create an account with your clinic | 100 points |
| Spend & Earn | they buy something (points per ₹100 paid, not counting wallet credit) | 10 points per ₹100 |
| Referral Bonus | a friend they referred makes their first paid purchase | 200 points |
| Visit Check-in | staff check them in at your clinic | 50 points |
Points multiplier for members multiplies the Spend & Earn points for patients with an active membership (1.5× by default), so members build points faster. Spend points are rounded down to whole points for each order, and they are credited when the order is completed (for online payments, once the payment is confirmed).
Patients should be able to work out what their points are worth. For example, with 10 points per ₹100 spent and a reward that costs 1,000 points, a patient unlocks it after spending ₹10,000. Adjust both sides to suit your margins.
2. Rewards catalog
Rewards are what patients spend their points on. Create them in the rewards catalog with Create Reward. A reward can be:
- Percentage Off, e.g. 15% off a treatment
- Fixed Off, e.g. ₹500 off a treatment (fixed and percentage discounts are each linked to one treatment)
- Cashback to Wallet, which credits the amount to the patient's wallet when they redeem with points. Wallet credit can be spent at checkout.
Convertible to App Cash. On a Percentage Off or Fixed Off reward, you can switch on Convertible to App Cash and set a wallet value. Patients can then bank that reward as wallet credit instead of using it on the treatment: the reward's points are deducted and the wallet value is added to their wallet. Each reward can be banked once per patient, and only while its linked treatment is still available at the patient's location.
Patients see their points and the rewards they can unlock in the Rewards tab of the app. From there they can also open their points history, which lists every points movement on their account.
2a. Converting points to wallet credit
You can also let patients turn points straight into wallet credit, without a reward. In App Builder > Loyalty & Rewards, switch on Allow patients to convert points to wallet credit, then set:
- the wallet credit each point is worth (default ₹0.10, so 10 points = ₹1)
- the minimum number of points a patient can convert at once (default 100)
This is off by default. When it's on, patients convert points from the Rewards tab, and the credit can be spent at checkout like any other wallet balance.
3. Adjusting a patient's points
Sometimes you need to add or remove points by hand, for example to settle a complaint or thank a loyal patient. Only clinic admins, clinic partners, and owners can adjust points.
- Open Client Profiles and select the patient.
- Click Adjust loyalty points and enter their new total balance (not the amount to add or remove). Zennor works out the difference.
- Every change is recorded with an automatic note (for example, "Admin adjustment: +50 points"). There is no field for the reason, so keep your own record of why you made it.
4. Points and referrals
Referral points follow the Referral Bonus rule. The new patient and the patient who referred them both receive the same number of points. See Referrals for the full flow.
5. Visit check-in points
The Visit Check-in rule awards points when your front desk scans the patient's Clinic pass, at most once per hour per patient. See Front Desk & Check-ins.
Cash sales recorded at the desk also earn Spend & Earn points.