A loyalty programme gives customers points on every delivered order, which they spend as money off their next order. This article explains how points work, how to turn the programme on, how to set what customers earn and what a point is worth, and how the referral bonus works.
How loyalty points work
Loyalty points are for customers with an account on your storefront:
- Earning. When an order a customer placed while signed in reaches Delivered, they earn points on its total. Each order earns once. Guest orders earn nothing.
- Spending. At checkout, a signed-in customer who has points sees Use points, with their balance marked available, and types how many to use. The amount comes off the order and shows in the summary as Points, with To pay showing what is left.
- Cancelled and failed orders. If an order paid partly with points is cancelled, or its card payment fails, the points go back to the customer.
- Returns and refunds. These move points in proportion. Refund half of an order and half of the points the customer spent on it go back to them. Refund half of it, or receive half of it back in a return, and half of the points the order earned, and of any referral bonus it paid, are taken back. If the customer has already spent the points taken back, their balance goes below zero; their account page then shows 0 points, and their next earnings make up the difference. See gift cards and points in a refund.
- Their balance. On their account page, under Your points, customers see their balance, what it is worth and the line You earn points on every delivered order. When you pay a referral bonus, their referral code and invite link are there too (see below).
A few rules apply at checkout. Points cannot be worth more than the order total, and a number of points worth less than the smallest coin of your currency is not accepted. Customers must be signed in to use them.
You set the rules in the console, but you cannot see or change a customer's balance there. Points are separate from discount codes and gift cards: see Add a discount code.
Turn the programme on
- In the sidebar, open Settings.
- Select the Operations tab.
- In the Loyalty points card, tick Run a loyalty programme on this store. Three fields appear.
- Set Points per 1 of currency spent, Value of one point and Referral bonus (points), as described below.
- At the bottom of the page, select Save changes.
The console says Settings saved. From then on, every signed-in customer's delivered order earns points, and customers with points can spend them at checkout. Orders delivered before you turned the programme on earn nothing.
If the console says Fill in every required field., another field on the page needs attention. Could not save changes. means nothing was saved; try again.
Note
Points are off until you turn them on. A new store's customers earn nothing until you tick the box and save.
Only staff with the Edit settings permission can change these rates. Of the ready-made roles, that is the Store owner. See Staff roles: what each one can see and do.
Points earned per 1 of your currency
Points per 1 of currency spent is how many points an order earns for each 1 of your store's currency in its total. The total is what the customer pays for the order: after any discount code, and including the delivery fee and tax. It starts at 1, and the hint gives an example: 1 means an order of 250 earns 250 points.
The points are worked out when the order is delivered: the order total times this number, rounded down to a whole point. With the starting rate of 1, an order of JOD 45.500 earns 45 points. The total counts in full, including any part the customer paid with points or a gift card.
- You can use decimals, for example 0.5 for one point per JOD 2.
- 0 means orders earn no points.
- A change applies to orders delivered after you save, not to points already earned.
What one point is worth
Value of one point is how much of your currency one point takes off at checkout. It starts at 0.01, and the hint says 0.01 means 100 points are worth 1 of currency.
Together, the two numbers decide how generous the programme is. Multiply them to get the share of each order that comes back as points:
| Points per 1 | Value of one point | Customer gets back |
|---|---|---|
| 1 | 0.01 | 1% (JOD 1 for every JOD 100 spent) |
| 1 | 0.02 | 2% |
| 2 | 0.025 | 5% |
Warning
The value applies to every point when it is spent, including points customers already hold. Lowering it makes everyone's balance worth less at once; raising it makes every balance worth more. Decide it before you launch, and change it rarely.
Setting the value to 0 makes points worth nothing, so customers cannot spend them.
Referral bonus
Referral bonus (points) rewards customers who bring a friend. It starts at 0, which turns referrals off: with a bonus of 0, account pages show no referral code and the registration form asks for none.
- Set the number of points both people should get, for example 200. It is a whole number: a decimal is rounded when you save.
- Select Save changes.
How a referral works:
- Each customer's account page, under Your points, shows Share your code — you both earn points when a friend orders:, their referral code (eight letters and numbers), a note such as You each get 200 points, and their invite link in a box, with a Copy link button. The button reads Link copied once it has worked.
- The customer sends the link or the code to a friend. The link opens your storefront's registration form with the code already filled in.
- The friend creates an account. The form has an optional Referral code field, with the hint From a friend? You both earn points when your first order is delivered. A friend who has only the code types it there.
- When the friend's first order is delivered, both of them receive the bonus, once. The friend also earns the usual points on that order.
The referral code, the invite link and the Referral code field appear only while all three are true: your plan includes loyalty points, the programme is ticked on, and the bonus is above 0. Set the bonus back to 0 and they disappear again; customers keep the points they already received.
The hint under the field sums it up: Paid to both sides when a referred friend’s first order is delivered. 0 turns referrals off.
Turn it off
- In Settings, on the Operations tab, untick Run a loyalty programme on this store. The three fields disappear.
- Select Save changes.
From then on, delivered orders earn no points, checkout no longer offers Use points, and the points panel leaves customers' account pages. Balances are not deleted: if you turn the programme on again, customers find their points where they left them, and your rates are kept too.
On Free and Starter the Loyalty points card does not appear
Loyalty points are on Growth and up. On Free and Starter, the Operations tab has no Loyalty points card at all: it shows the Operations, Search synonyms and Notifications cards only.
If a store with the programme running moves down to Starter or Free, customers stop earning and spending points, and the points disappear from checkout and account pages. Their balances stay recorded and come back if the store moves up to Growth again. See Plans and what each includes.
The same tab holds your fulfilment SLA and low-stock alerts: see Set your fulfilment SLA and stock alerts. To look up a customer and their orders, see Find a customer and see their orders.