Loyalty turns one-time visitors into repeat patients. The patient earns cashback on every paid invoice, redeems it on the next, and may also collect points, gift vouchers, or referral credits. The system holds all of this on a patient wallet ledger, the accountant sees it as a liability until redeemed, and the marketing team sees it as a retention lever. This article walks the working flows.

Where it lives#

Settings → Cashback & loyalty: the rules.
Patient profile → Wallet: this patient's balance and ledger.
Sales → invoice payment: redeem during checkout.
Reports → Loyalty: program-wide stats.

What is stored on the wallet#

Cashback balance: AED earned from past paid invoices.
Points balance: program-specific points if you run a points program.
Gift voucher: amount paid for by someone else as a gift, or issued by the clinic.
Refund credit: refunds issued as credit instead of cash.
Referral credit: earned for referring a friend who converts.
All shown in one wallet, totalled at the top, breakdown by category below.

Of the three buckets, only non-cashable is a live payment method at checkout today. Cashable and points accumulate per the cashback / loyalty policy but are not yet spendable on invoices.

Cashback rules#

The rule shape#

"Earn X% of every paid invoice as cashback."
X is a single global rate today, not tier-multiplied. Tier perks live as a service-wide discount percentage and a tier-specific points-expiry window (see tiered structure below).
Earn happens at Paid status. Refund reverses the earn.

Example tiered structure#

Bronze (entry, automatic): the default cashback rate.
Silver and Gold: each requires all three of total points, completed referrals, and completed sessions. Falling short on any one means the customer stays in the current tier.
Tier perks come as a service-wide discount percentage (default Silver 10%, Gold 20%) and tier-specific points expiry (Bronze 180 days, Silver 365, Gold 540), not as a cashback multiplier. Cashback is a single rate on cashback settings.
Tier upgrades are automatic on the next qualifying event. There is no auto-downgrade and no automated tier-up notification yet.

Cashback expiry#

Earned cashback and points expire per the tier's expiry window (default Bronze 180 days, Silver 365, Gold 540).
A reminder fires when an item is inside the 7-day warning window so the patient gets one nudge before losing it.
Expired balance is