Creating rewards patients can redeem

The rewards catalogue is where you define what patients are working towards. Every reward has a points threshold — once a patient accumulates enough points, the reward unlocks and they can redeem it. This article covers the three reward types, how to create each one, the birthday reward subtype, and what patients experience when they redeem.

The three reward types

Glovora supports three types of reward, plus a birthday variant that can be applied to any of them:

• Discount — a fixed-amount or percentage discount applied automatically at checkout
• Free Treatment — a specific treatment from your catalogue set to £0 when redeemed
• Gift or Upgrade — a physical item, add-on, or upgrade of a defined monetary value (for example, a skincare gift set or a treatment upgrade)

A birthday reward is not a separate type — it is a subtype that can be applied to any of the three above. It behaves identically to the base type, except it is locked to the patient's birthday month.

Where to find the rewards catalogue

1. Click App Builder in the left-hand menu under Tools.
2. Click the Rewards tab.
3. The rewards catalogue shows all rewards you have created. Rewards marked as published are visible in the patient app. Unpublished rewards are saved but hidden from patients.

To add a new reward, click Add Reward (with a plus icon) in the top right of the catalogue.

Creating a reward — steps common to all types

Regardless of which reward type you choose, the following steps apply to every reward:

1. Click Add Reward on the Rewards tab of App Builder.
2. A panel slides in from the right labelled "New Reward".
3. Click the image area at the top to upload a photo for the reward. This image appears on the reward card in the patient app.
4. Enter a Reward Name. This is the title patients see on the reward card — for example, "£10 Off Your Next Treatment" or "Free Hydrafacial".
5. Enter a Description. This appears as the subtitle on the card — for example, "Redeem against any treatment of your choice."
6. Enter the Points Required — the number of points a patient must have accumulated before they can redeem this reward.
7. Select a Reward Type from the dropdown: Discount, Free Treatment, Upgrade, or Gift. Additional fields appear based on your selection (see below).
8. Select a Reward Subtype from the dropdown. Choose None for a standard reward, or Birthday to lock this reward to the patient's birthday month.
9. Switch Published on when you are ready for patients to see the reward. Leave it off while you are still setting it up.
10. Click Save. The button shows Saving… while the request is being processed.

tip

You can create a reward and leave it unpublished while you finalise the details. Unpublished rewards are saved in your catalogue and visible to staff, but patients in the app cannot see them. Switch Published on only when you are satisfied with the setup.

Creating a Discount reward

After selecting Discount as the reward type, two additional fields appear:

Discount Type — a dropdown with two options:

• Fixed amount — deducts a specific pound value from the order total (for example, £10 off)
• Percentage — deducts a percentage from the order total (for example, 15% off)

Discount Value — the amount or percentage to deduct. Enter the number only — for example, 10 for £10 off, or 15 for 15%.

When a patient redeems a discount reward, the discount is applied automatically at checkout. They do not need to enter a code.

Creating a Free Treatment reward

After selecting Free Treatment as the reward type, one additional field appears:

Specific Treatment — a dropdown listing all treatments in your treatment catalogue. Select the treatment this reward covers. When the patient redeems the reward and adds that treatment to their cart, the price is automatically set to £0.

warning

The treatment must exist in your catalogue before you can select it here. If you have not yet added the treatment, save and close this form, add the treatment in the Treatments tab, then return to create the reward. The dropdown only lists treatments that are already published in your catalogue.

Creating a Gift or Upgrade reward

After selecting Gift or Upgrade as the reward type, one additional field appears:

Value — the monetary value of the item or upgrade (for example, 25.00 for a £25 gift set). This is for your records and the patient's information — it helps patients understand what the reward is worth.

Gift and upgrade rewards are redeemed in the app but are fulfilled manually by your team. When a patient redeems a gift reward, you receive the redemption record in the CRM and fulfil the item or upgrade at their next appointment.

The birthday reward subtype

A birthday reward is any standard reward with the Reward Subtype set to Birthday.

How it works

On the patient's Rewards screen, a birthday reward card behaves differently from standard reward cards:

• Instead of a points cost badge, the card shows the badge "Your Birthday Month".
• The reward is locked in every month except the patient's birth month. When locked, the Redeem button is disabled and the card appears greyed out.
• In the patient's birthday month, the card unlocks and the patient can redeem it in the usual way.

Requirements

For a birthday reward to work, the patient must have a date of birth saved on their profile. If no date of birth is on record, the app blocks redemption and shows the message:

"Date of birth is required to redeem this reward."

If the patient tries to redeem outside their birthday month, the app blocks it with:

"This reward can only be redeemed during your birthday month."

tip

A birthday reward is a strong retention tool — it gives every patient a personalised reason to visit in their birth month. A common setup is a modest discount (for example, 20% off or a £15 credit) set at a low or zero points threshold, so all patients with a profile can access it without needing to have accumulated many points. Set the Points Required to 0 if you want every patient to receive it regardless of their balance.

warning

Birthday rewards only work if patients have provided their date of birth. When a patient first registers, date of birth is typically collected during onboarding — but check your patient profiles to confirm this data is present for existing patients before launching a birthday reward. Patients without a DOB on file will see the reward card but will not be able to redeem it.

What patients see — reward cards in the app

On the Rewards screen, the rewards catalogue appears below the loyalty card and wallet card. Each reward appears as a card with:

• The reward image (if you uploaded one)
• The reward name as the card title
• The description as the card subtitle
• A badge showing the points required (for example, "100 POINTS") — or "Your Birthday Month" for birthday rewards
• A Redeem button if the patient has enough points, or a Locked button with the points threshold if they do not

If a reward has an expiry date, the card also shows "Expires [date]" with a clock icon.

Patients can only see rewards that have been published. Unpublished rewards are invisible to them.

The two-tap redeem flow

Redeeming a reward takes two deliberate taps to prevent accidental redemptions:

1. On the Rewards screen, the patient taps the reward card they want to redeem. The card expands to show the reward details and a confirmation prompt.
2. The patient taps Confirm Redeem to complete the redemption.

Points are deducted from the patient's balance immediately at the point of redemption. The reward is now active on their account and applies automatically at checkout.

After redemption — what happens next

What the patient sees after tapping Confirm Redeem depends on the booking mode your clinic uses.

Self-book mode

A sheet slides up titled "Ready to book?" with a Book Now button. The patient can tap Book Now to go directly to the booking screen and choose a time slot. The redeemed reward discount or free treatment is applied automatically to their cart.

Pay-then-call mode

A sheet slides up titled "How to book" with two options: a Call button and a WhatsApp button. These connect the patient directly to your clinic's phone number. The patient calls or messages to arrange their appointment, and your team confirms the booking manually. The redeemed reward is stored on their account and applied by your team when processing the appointment.

What each field means

Image A photo representing the reward. It appears at the top of the reward card in the patient app. Rewards without an image use a default placeholder. A clear, attractive image makes the reward more appealing.

Reward Name The title of the reward as patients see it. Keep it concise and descriptive — for example, "Free Lip Treatment" or "£20 Off Your Next Visit".

Description The subtitle shown below the reward name on the card. Use this to explain what the patient receives and any conditions — for example, "Redeemable against any injectable treatment."

Points Required The points threshold a patient must reach before they can redeem this reward. The minimum is 1. Setting this to 0 makes the reward available to all patients regardless of their points balance — useful for birthday rewards you want to give to everyone.

Reward Type Defines how the reward is applied:

• Discount — automatic discount at checkout (fixed or percentage)
• Free Treatment — specific treatment set to £0 in the cart
• Upgrade — a treatment upgrade of defined value, fulfilled by your team
• Gift — a physical item of defined value, fulfilled by your team

Reward Subtype

• None — a standard reward, unlocked when the patient has enough points
• Birthday — locked to the patient's birth month; displays "Your Birthday Month" badge instead of a points cost

Discount Type (Discount rewards only)

• Fixed amount — deducts a set pound value from the order total
• Percentage — deducts a percentage from the order total

Discount Value (Discount rewards only) The amount or percentage to deduct. Enter the number only — for example, 10 for £10, or 20 for 20%.

Specific Treatment (Free Treatment rewards only) The treatment from your catalogue that this reward covers. Only this treatment is set to £0 when the reward is redeemed — other items in the cart are not affected.

Value (Gift and Upgrade rewards only) The monetary value of the gift or upgrade. This is displayed to the patient for transparency and used for internal records.

Published Controls whether the reward is visible in the patient app. A reward must be published for patients to see or redeem it. New rewards default to unpublished — switch this on when the reward is ready. Only owner and manager roles can publish rewards.

Common mistakes

Creating rewards with no image. Reward cards without an image appear with a plain placeholder in the patient app. In a list of reward cards, an image-less card looks unfinished compared to those with photos. Add an image to every reward — even a simple, clean product photo or branded graphic makes a significant difference to how professional the catalogue looks.

Publishing a Free Treatment reward before the treatment exists in the catalogue. The Specific Treatment dropdown only lists treatments already published in your catalogue. If you try to create a free treatment reward for a new service you have not yet added, you will not be able to select it. Add and publish the treatment in the Treatments tab first, then create the reward. If you publish the reward and later remove the associated treatment, the reward will no longer function correctly at checkout.

Setting the Birthday reward to require a high points threshold. A birthday reward with a high points requirement defeats the purpose. If a patient needs 500 points to unlock their birthday reward but only earns 1 point per £1 spent, they would need to spend £500 before qualifying — which is unlikely to feel like a birthday gift. Set birthday rewards to 0 or a very low points threshold so that all active patients can benefit, regardless of how long they have been accumulating points.

Leaving rewards unpublished and then wondering why patients cannot see them. Every reward defaults to Published: off. If a patient or staff member reports that a reward is not appearing in the app, the first thing to check is whether the Published toggle has been switched on. Open the reward in the catalogue, check the toggle, and save.

Not testing the redemption flow after creating a reward. It is worth creating a test patient account and redeeming a reward end-to-end before going live. This confirms that the discount applies correctly at checkout, the correct treatment is set to £0 for free treatment rewards, and the post-redemption sheet (Ready to book or How to book) appears as expected for your clinic's booking mode.