# Understand How Loyalty Works

Canonical: https://selio.io/en/support-center/understand-how-loyalty-works
Language: en
Category: Selio Loyalty
Reviewed by: Selio Support Team
Last updated: 2026-05-15
Summary: Learn how Selio Loyalty uses customer profiles, visits, spend, and configured rules to make automatic rewards available.
Topics: #loyalty-rules, #rewards, #customer-retention, #crm

## Summary
Understand how Selio Loyalty connects customer profiles, visits, spend, configured rules, and automatic rewards across Manager and Restaurant App.

## Before you begin
- Configure loyalty rules in Manager before expecting rewards to appear in service
- Confirm the business uses visits, spend, or custom rules for the loyalty program
- Make sure customers have profiles before loyalty is tracked
- Keep devices online when rewards need to be redeemed

## Steps
1. Configure the loyalty program in Manager.
2. Select the business, location, or sellpoint context where the loyalty rules apply.
3. Define whether the program uses visits, spend, or custom rules.
4. Let Selio calculate automatic rewards from the configured rules and customer activity.
5. Link the customer profile during service or checkout before checking loyalty.
6. View loyalty information in Manager, Customer Directory, or checkout in Restaurant App.
7. Redeem available rewards only when the device is online and the customer is eligible.

## Troubleshooting
- **A guest is anonymous:** Anonymous guests cannot earn or redeem loyalty because loyalty requires a customer profile.
- **A reward does not redeem offline:** Rewards cannot be redeemed while the device is offline.
- **The team expects rewards to last forever:** Do not promise permanent points or rewards; availability depends on configured rules and redemption timing.
- **Loyalty looks like a manual discount:** Treat loyalty rewards as coupon or discount behavior driven by the loyalty program, not as ad-hoc price changes.

## Related context

- [Tour of Selio Loyalty](https://selio.io/en/support-center/tour-of-selio-loyalty)
- [Set Up Loyalty Rules](https://selio.io/en/support-center/set-up-loyalty-rules)
- [View Customer Loyalty Status](https://selio.io/en/support-center/view-customer-loyalty-status)
- [Redeem a Loyalty Reward](https://selio.io/en/support-center/redeem-a-loyalty-reward)
- [Tour of Customer Directory](https://selio.io/en/support-center/tour-of-customer-directory)