# Loyalty points

> How clients' loyalty points work: when they are earned and when they are taken away, where rewards are redeemed, and how to read the register of movements in the Utilizzi tab of Promozioni.

Last updated: 22 October 2026. Source: https://narciso.io/en/docs/punti-fedelta/

**Loyalty points** reward the clients who have the salon's card: each purchase earns points, which the client can then exchange for a **reward**. This entry explains how points arise and disappear and how to read the register of movements. The catalogue of rewards is described in [Loyalty rewards](https://narciso.io/en/docs/premi-fedelta/); the actual redemption is done in Cassa (see [Loyalty rewards in the Cash desk](https://narciso.io/en/docs/cassa-fedelta/)).

## Where to find it

Loyalty points are managed from **Scartoffie ▸ Promozioni**. The page has three tabs at the top: **Promozioni** (see [Promotions](https://narciso.io/en/docs/promozioni/)), **Premi Fedeltà** (Loyalty rewards) (star) and **Utilizzi** (gift). The browser tab title changes according to the open tab: «Raccolta punti & Catalogo premi fedeltà — Narciso» (Points collection & Loyalty rewards catalogue — Narciso) and «Registro utilizzi & Storico riscatti clienti — Narciso» (Uses register & History of client redemptions — Narciso).

Rewards and point movements belong to the **location you are working in**: when you change location (see [Locations map and active location](https://narciso.io/en/docs/mappa-sedi/)) the catalogue of rewards and the register change.

## How points are earned

Points are credited to a client **with the points card** (see [Clients](https://narciso.io/en/docs/clienti/)) in these cases:

- a **sale in Cassa** that contains at least one service or product with points assigned. The points of each service and product are set in the **Punti** (Points) column of [Services](https://narciso.io/en/docs/servizi/) and [Products](https://narciso.io/en/docs/prodotti/): an item with 0 points gives none;
- a **paid online order**.

Without a points card, or without a client linked to the sale, nothing is credited.

## How points are lost

The points earned with a sale are taken away if that sale no longer stands:

- the sale is **deleted**;
- the payment is **refunded**, even in part;
- the client **disputes the payment** with their bank: the points are taken away immediately and, if the dispute closes with no loss for the salon, they **go back** to the client.

## How they are spent

Redemption is done in **Cassa**, in the **Fedeltà** (Loyalty) mode, choosing the client and the reward (see [Loyalty rewards in the Cash desk](https://narciso.io/en/docs/cassa-fedelta/)). Redemption **takes the points off the client's balance** and records the movement in **Utilizzi**; it does not take the product out of stock and does not apply any discount to a receipt. The gift, or the promised discount, is **handed over or applied by hand**.

## The Utilizzi tab (Movimenti Punti)

The **Utilizzi** tab opens the **Movimenti Punti** (Points movements) table: the register of everything that has happened to the points of the clients of the active location. The name is misleading: it does not show the uses of the promotions' discount codes, which are read in the **Utilizzi** column of the Promozioni tab.

The register is read-only: nothing can be added, edited or deleted. Rows can be selected with a click to export only some of them.

### The columns

| Column | What it shows |
|---|---|
| **Data** (Date) | Day and time of the movement (for example «10 Sep 2026 · 09:15») |
| **Tipo** (Type) | A coloured label: **Guadagnati** (Earned) (green), **Riscattati** (Redeemed) (amber), **Rimossi** (Removed) (red), **Rimborsati** (Refunded) (light blue) |
| **Cliente** (Client) | First name and surname |
| **Punti** (Points) | **+N** in green for points earned or returned, **-N** in red for those redeemed or taken away |
| **Dettagli** (Details) | For redemptions «Premio: nome del premio» (Reward: name of the reward) and any note; for the other movements the reason |

### When each movement arises

| Type | When | Reason shown |
|---|---|---|
| Guadagnati | A sale in Cassa to a client with a card | «Vendita» (Sale) |
| Guadagnati | A paid online order | «Ordine online» (Online order) |
| Riscattati | A reward redeemed in Cassa | «Premio: …» (Reward: …) |
| Rimossi | A deleted sale | «Vendita eliminata» (Sale deleted) |
| Rimossi | A refunded payment (even in part) | «Pagamento rimborsato» (Payment refunded) |
| Rimossi | A payment disputed by the client with the bank | The reason indicates the dispute |
| Rimborsati | A dispute closed with no loss: the points go back to the client | The reason indicates the closing of the dispute |

### Order, search and export

- Rows are sorted from the most recent. A click on the **Data** header reverses the order; the other columns cannot be reordered.
- The register **has no maximum number of rows**: as you scroll towards the bottom more arrive, in blocks. If a block does not load, «Non è stato possibile caricare i movimenti punti.» (It was not possible to load the points movements.) appears with the **Riprova** (Try again) button.
- The tab updates by itself when sales or points are recorded elsewhere.
- **Ricerca** (Search) («Cerca per cliente...» (Search by client...)): searches the client's first name and surname, the name of the reward, the redemption notes and the reason for the movement, across the whole register and not only the rows already loaded.
- **Esporta** (Export) (Excel, CSV, JSON, PDF) saves the rows that match the current search and order, even those not yet visible; with rows selected it exports only those. The columns are the visible ones. If it fails, «Esportazione non riuscita. Riprova tra qualche istante.» (Export failed. Try again in a few moments.) appears.
- There are no filters by period.

The general behaviour of the table is the one described in [Data tables](https://narciso.io/en/docs/tabelle-dati/).

## Who can do what

| Action | Titolare | Responsabile | Operatore |
|---|---|---|---|
| See rewards and point movements | Yes | Yes | Yes |
| Redeem a reward in Cassa | Yes | Yes | Yes |
| Create, edit, deactivate or import a reward | Yes | Yes | No |

An Operatore who tries to create, edit, deactivate or import a reward sees the yellow notification «Operazione riservata a Titolare o Responsabile.» (Operation reserved for Titolare or Responsabile.) and nothing changes.

## Common problems

| Situation | What to do |
|---|---|
| The client redeemed a reward but did not receive the discount or the gift | Redemption only takes off the points: the reward is handed over or applied by hand |
| A sale gave no points | Check that the client has the points card and that the services and products sold have points assigned |
| I cannot find a movement in the register | The register shows only the active location: check the location at the top |
| I want to see how many times a discount code has been used | It is not here: look at the **Utilizzi** column in the Promozioni tab |

## Related entries

- [Loyalty rewards](https://narciso.io/en/docs/premi-fedelta/)
- [Loyalty rewards in the Cash desk](https://narciso.io/en/docs/cassa-fedelta/)
- [Promotions](https://narciso.io/en/docs/promozioni/)
- [Clients](https://narciso.io/en/docs/clienti/)