Cross-Channel Loyalty is a rewards program that follows your guests across every way they order from you. Customers can join while checking out on DoorDash, then earn toward the same reward whether they order on DoorDash, from your website or app, or pay in person at your counter.
This article covers how customers join, where they earn, the rewards you can offer, and how you reach members afterward.
What Cross-Channel Loyalty Is
Cross-Channel Loyalty is part of DoorDash Direct. It is a single rewards program spanning dine-in, DoorDash, your website, and your mobile app, so every order a guest places moves them closer to the same reward rather than earning in separate silos.
Customers can enroll while ordering from you on DoorDash, which is what makes the program cross-channel from the first order rather than only after someone finds your own site.
How Customers Join
Guests opt in at DoorDash checkout. When they do, they agree to share their name, email, and phone number with you.
That turns an anonymous DoorDash order into a customer you can recognize and contact directly.
Where Customers Earn Rewards
Guests earn on every channel you sell through:
Dine-in, when they pay at your counter
DoorDash, on Marketplace orders
Your website
Your mobile app
Every order counts toward the same reward. You can also make the reward bigger for online ordering on your own site and app, which gives members a reason to order through the channels where your direct orders come in at 0% commission.
Customers do not need your mobile app to earn rewards. Guests can earn through DoorDash, your website, in store, or the app.
How Earning Works at Your Point of Sale
In-store earning requires no work from your staff and no change to your setup. The program connects through card companies, so guests earn automatically when they pay at your point of sale.
There is no POS integration to build, no new hardware, and no check-in step for the guest.
The Rewards You Can Offer
You choose what customers earn, how they earn it, and where, and you can change it whenever you want. There are three reward types, and you can mix and match them:
Reward type | How it works |
Spend-based | A reward unlocked by spending a set amount — for example, $5 off after $50 |
Item-based | Customers earn loyalty points and redeem them for menu items at different point costs |
Birthday rewards | A treat sent to a member on their birthday |
Spend-based rewards also give guests a reason to add an item to reach the next threshold.
Reaching Members by Email and Text
You can send email and text campaigns to your loyalty members, and reward reminders go out automatically.
Campaigns can be tailored to groups rather than sent to everyone — new members, frequent guests, or customers who have lapsed.
Each guest has one cross-channel profile, and your loyalty members and your email marketing are managed in the same place.
Seeing What's Working by Channel
Loyalty reporting is broken out by channel, so you can tell which ones are actually producing members and repeat orders. Track sign-ups, sales, order frequency, and redemption rates for each channel.
Your Customer Data Is Yours
The contact details guests share when they join belong to you. Use them for your own emails, texts, and offers.
Getting Started
We set up Cross-Channel Loyalty for you. To start, talk to a DoorDash growth expert through the form on the Cross-Channel Loyalty page.
Restaurants, grocery, alcohol, convenience, flower shops, pet stores, and retail businesses can all request the program.
Questions? If you need help with this process or have questions, reach out to DoorDash Support at oosupport@doordash.com