Multi-Unit Controls (HQ vs Site)

Audience & Goal

For brands with multiple locations, maintain consistent loyalty behavior while allowing limited site-level differences (menus, languages, payment windows, kitchen routing). This guide shows which settings are configured per site and how HQ can standardize them.

What typically lives at “HQ” vs “Site”

HQ (standards & playbooks)

Define the brand policy: earning math, redemption rules, exclusions, required disclosures, and permission model. Configure these in Loyalty → Settings → System and the Permissions mapping, then document the standard for sites to mirror.
Provide templates and naming conventions for fees, taxes, queues, kiosk captions, etc., so every site config looks the same in reports (operational guidance).

Site (localized overrides)

Kiosk setup per site (order methods, payment methods, prep times, tips, captions). Path: Kiosk → Kiosk Setup → General. Save on exit.
Languages on Kiosk are pulled from Site Parameters → localization; set languages per site and translate menus accordingly.
Kitchen queues by order type/source (e.g., route Delivery/Online to a separate expo). Path: Settings → Kitchen Queues → edit queue → Limit to order type / order source.
Fees & surcharges (credit card fee, service charge) with order-source scoping and who may edit. Path: Back Office → Fees.

Why this matters: these controls directly shape guest experience and routing at each location without changing your chain-wide loyalty logic.

Chain-wide loyalty standards to enforce

Set and publish a master policy that sites must mirror:

Points accrual & exclusions

Exclude specific payment providers from earning points (e.g., Gift Card purchases). System → Points setup.
Decide whether discounted orders earn. System → Points setup.

Redemption guardrails

Allow one or multiple members to redeem on the same check. System → Points setup.
Cap the number of manual rewards per order (blank = unlimited). System → Rewards setup.
Minimum transaction required to redeem. System → Rewards setup.
Exclude items/categories from being added as rewards (Restricted Offers). System → Rewards setup.

Require OTP when authenticating a customer. System → Printing & POS setup.
Permissions
- Use the Configuring Loyalty Permissions matrix to restrict sensitive actions (load/redeem points or prepaid, grant comps, delete accounts, export customers, run reports).

HQ Tip: keep a living “Chain Standards” page with screenshots of the expected toggle states so site admins can self-audit.

Site-level overrides you can safely allow

Menus & visual experience on Kiosk (views, captions, out-of-stock behavior) to match the footprint and languages of each store.
Payment methods and availability windows on Kiosk (limit by order method and time slots).
Kitchen routing for off-premise order spikes (Delivery/Online to specific queues).
Fees tied to local compliance or service model; scope by order source and control who may edit.

Opening a new site — HQ checklist

Clone the loyalty standard (review System Settings toggles).
Set Kiosk General (order methods, payments, prep times, tips, captions) and Save.
Set languages in Site Parameters → localization; translate menus.
Route kitchen queues by order type/source where needed.
Configure fees and decide who can edit them.
Apply permissions so only site managers can perform designated actions (e.g., Load/Redeem Prepaid, Export customers).

Governance patterns (recommended)

“Golden config” → site delta: Maintain screenshots of expected HQ settings; allow only documented “deltas” per site (languages, routing, fees).
Naming conventions: Standardize series names, fee names, queue names so DSR/Loyalty reports reconcile cleanly chain-wide (operational guidance).
Offline contingencies: Ensure site managers know what does/doesn’t work in Offline Mode and how to recover. Gift cards/prepaid aren’t usable offline; after reconnection, queued orders process from the Spooler.

Example: Differentiating a food hall site

Kiosk Views to present different menus on different stalls under the same restaurant profile.
Payment availability restricted by service method/time (e.g., “Cash at Counter” only for Eat-In, 10am–3pm).
Kitchen Queues limited to Order Source = Online for the pickup window.