Overview
Winning a new customer always costs more than bringing an existing one back. This guide is about the second one.
Two things are worth separating right away:
- Customer records — knowing who shopped with you. Available on every plan, including Free.
- The loyalty programme — points, tiers, and rewards. Requires Pro or Business.
Managing Customer Records
Open the Pelanggan (Customers) menu. This holds your list of buyers along with each one's purchase history. There is a search box to find someone quickly, and every customer has their own detail page.
Customer data is collected at the register during a sale. The more consistently your cashier asks for a name or number, the more useful this data becomes later.
Give your cashier a clear reason to offer the customer — "can I get your number? you'll earn points" — which works far better than asking for details with no explanation.
Configuring the Loyalty Programme
The loyalty programme requires the Pro or Business plan. On the Free plan this menu is not available.
Open Pengaturan → Loyalitas Pelanggan (Settings → Customer Loyalty). There are three things to decide:
- Nilai Belanja per 1 Poin (Rp) — how much spending earns one point. Entering
10000means every Rp 10,000 spent earns 1 point. - Masa Berlaku Poin (bulan) — how many months points last before expiring. Enter
0if you never want points to expire. - Tarik kembali poin saat terjadi refund — when switched on, points already awarded are clawed back if the transaction is refunded.
Switch the refund clawback on. Without it, someone can make a large purchase to collect points, then request a refund and keep the points.
Membership Tiers
Tiers are membership levels that carry different benefits. On the same page you can add tiers, each with:
- Tier name — for example Silver, Gold, Platinum
- Minimum points per year — the threshold to reach this tier
- Discount (%) — the reduction members of that tier automatically receive
A simple structure might be: Silver from 100 points at 5% off, Gold from 500 points at 10% off.
Work out what tier discounts do to your margin before setting them. A 10% discount for your most frequent customers applies to most of your revenue, not a small slice of it.
Redeeming Points
Points are redeemed at the register. During a sale the cashier selects the customer, and their point balance can be applied against the amount due.
Tracking Points
Several reports help you watch the programme:
- Laporan → Buku Besar Poin — the full history of every point earned, spent, and expired. The page is titled Buku Besar Poin Loyalitas.
- Laporan → Top Pelanggan — your biggest spenders.
- Laporan → Pelanggan Berisiko Hilang — customers who used to come regularly but have not been back in a while.
That last one is the most overlooked and the most useful. Customers who are drifting away can usually still be won back if you reach them soon enough.
WhatsApp Broadcast
This feature is built but not yet opened to all merchants. When it becomes available it will require the Pro or Business plan.
The plan is that it will let you compose message templates, choose which customer segment to target, preview how many people would receive it, then send a promotional campaign over WhatsApp. Sending consumes a separate credit balance.
In the meantime, the customer data you collect now is not wasted — it is exactly what this feature will run on.
What's Next
Continue to Discounts, Promotions, and Vouchers to build the offers that bring buyers through the door.