Overview
Our Shopify POS integration complements your online loyalty program by extending its benefits to your physical stores. Build stronger customer relationships in-person, driving customer retention and repeat purchase no matter how they choose to shop with you.
Benefits of the integration
Drive customer loyalty in-store by making your loyalty rewards available for use at the register.
Build your in-store customer experience by giving points for activities in-store (e.g. recycling schemes in exchange for points).
Keep the line moving with this seamless, fast integration built directly into the Shopify POS app.
The POS integration includes four apps:
App | Description | Where it appears |
Redeem rewards (mandatory) | Exchange customer points for rewards and apply them to the cart. | Smart grid |
Complete rules and award points at the register. | Smart grid | |
Show how many points have been earned on an order | Order details | |
Member information such as enrollment status, tier level, and tier progress. | Customer profile |
While "Redeem rewards" is the only required extension, we recommend installing all four apps for a fully integrated experience.
For instance, if you haven’t set up any custom rules or don’t intend to award points for activities at the register, you can choose not to include the Give points for activities app.
Key features
Redeem rewards (App)
This app allows customers to claim and redeem their rewards in-store. Read more about rewards to see which rewards you can set up.
Rewards that are supported in POS:
Percentage and money-off discounts
Free product vouchers
Product discount vouchers
Redeem points at Checkout (as long as increments have been selected)
Currently not supported:
Gift card rewards
Free shipping vouchers
Fixed discount on a collection
Percentage discount on a collection
If you have rewards in place that have a minimum spend or collection restrictions (i.e: Minimum spend $50; sale items excluded) these will be respected in-store.
To view and apply rewards available for a customer:
Add the Customer to the cart
Add any Products they're purchasing to the cart
Tap into the Rewards tile (it will show the customer point balance and rewards available)
Select the desired reward and apply it to the cart
You will now see the cart has been updated with the reward
If you want to remove a reward added in error, from the cart:
Tap the 3 horizontal dots to open up the More actions menu
Scroll down and tap on Remove all discounts
Give points for activities (App)
A great way to build loyalty in-store is to give points to customer for completing activities.
Rules (activities) that are supported in POS:
Create an account
Newsletter signup
Make a purchase
Bonus points: purchase a specific product
Bonus points: from a specific collection
Add Birthday
Custom rules/ activities
Currently not supported in POS:
Refer-a-friend*
Social media following
*Referral codes cannot be generated at POS. However, if a loyalty member creates a referral link online and shares it with a friend online, the referred friend can open the link on their personal device to access the referral code. This code can then be provided to a store employee to apply to their order at POS.
Any activities you set up will also appear on your Integrated Loyalty Page. If you prefer to keep them hidden on the Integrated Loyalty Page, you can hide them with CSS.
Custom rules (activities)
You can reward customers for your custom activities such as bringing back used clothes or boxes to the store. When setting up the activity in LoyaltyLion admin, you can choose whether giving points for custom activities require a manual approval. If you put the manual approval option in place, customers will only receive their points once the request has been approved.
How to give points for activities:
Tap into the Give points for activities tile
Review the list of Activities
Tap Complete on the relevant one
The customer points balance will immediately update
Points earned (App)
After a customer has completed their purchase, you can inform customers about how many points they’ve earned with the Points earned extension, which appears on the order details modal.
Let them know right away, so they leave feeling rewarded for their spending.
Customer loyalty details (App)
Other features
Manually adjust points
In the Program settings page of the LoyaltyLion admin, you can decide whether you want to allow retail staff to manually adjust customer points balances in-store or not.
Any points adjustments will be logged against the staff ID, which can be tracked at a later stage.
To manually adjust points in-store:
Add a customer to the cart
Once added, you can tap into either LoyaltyLion tile for rules or activities
Under Customer information you will see their points balance. Tap Adjust points
Choose to either Add or Remove points
Input the number of points
Provide a reason (optional)
Tap Add / Remove points
The adjustment will reflect in that customer's profile in your LoyaltyLion admin.
Adding birthday information
With LoyaltyLion, you can give your customers points for their birthday In-store, you can add birthday information or edit what you already have in case of error.
To add your customer's birthday:
Tap into the Give points for activities tile
Under Activities, you will see the Happy Birthday activity
Tap Add birthday, input the date and save
If the customer already has a birthday stored, you can tap edit to change it
How to install the integration
Via your Shopify admin (recommended)
This is the best way to install the integration, as you are able to set everything up once and push it out to all of your store locations.
Log in to your Shopify account.
Go to Sales Channels and select Point Of Sale.
Click into Settings, then Smart grid. If you don't have one, you will need to create it now. This will be used across all of your store locations.
If you are migrating from the old integration, select Customize (if not, you can skip this step)
Remove any existing LoyaltyLion tiles by clicking on the tile and pressing the trash can (delete) icon, or deleting them from the left side panel.
Save your changes and exit the Customize smart grid screen.
Go to Settings, then POS Apps. You will see 4 LoyaltyLion apps listed below (each with the LoyaltyLion logo). Click into each of them and select Add
Customer loyalty details
Redeem rewards
Give points for activities
Points earned
You can now go back to your Smart grid and customize the layout or colors of your tiles, and you are ready to go!
Via an individual tablet in-store
You do not need to complete this step if you have already installed via Shopify (above). Using this method, you can add the two home tiles onto a single tablet within your store. However, changes made here will not apply to other store locations and is therefore not advised.
Login to your Shopify POS app on your tablet
Tap Add tile
Select App, search for and tap LoyaltyLion
Add the below new POS UI extensions only:
Redeem rewards
Give points for activities
Save your changes.
Troubleshooting
Within the LoyaltyLion tiles, we have added a number of error messages that will either allow you to recitfy the issue on the spot, or at least give you a specific code when you reference the error to the LoyaltyLion support team. Here are a list of codes you may see:
Code | What the error may be: |
No customer added | You will need to select a customer in order to continue, as our extensions only work when a customer is selected. |
Customer not enrolled | The customer selected is either not enrolled in LoyaltyLion, or could not be found (this is their first interaction with your brand). |
Customer blocked | The customer has been blocked in LoyaltyLion, and cannot use loyalty features. |
Loading rewards... / Loading activities | The app is connecting with our backend and may need some more time. |
Loading... | A Shopify generated status, which indicates our extension is being loaded by Shopify. |
App failed to load | A Shopify generated status, which means Shopify failed to load our extension. If this occurs occasionally, it will likely be a connectivity issue. If it occurs more frequently, you may need to escalate to Shopify. |
Failed to authenticate | This is a more serious error, and could come from the app permissions currently set up in Shopify. Please follow the below instructions on how to ensure you have the correct setup. |
Failed to load | The app connected to LoyaltyLion, but an unexpected error occured, possibly due to a server issue or poor connection. You can re-click the tile to attempt a reload. |
Failed to load [XXX] | Similar to the above, but with a specific error code attached. This can be referenced in any support tickets so we can find the root cause. You can re-click the tile to attempt a reload. |
Not available | A fallback status for when the issue is not covered by the above. |
'Failed to authenticate' Error on Shopify POS
If you’re seeing this error, it’s likely caused by one of the following:
The app tiles were added incorrectly to the Smart Grid
The staff member doesn’t have the right Shopify POS permissions
How to fix it
Remove and re-add the incorrectly added tiles:
Open Smart Grid > Customize
Press the trash can (delete) icon to remove them
Click Save
Go to Settings in Shopify POS
Navigate to POS Apps
Ensure all the LoyaltyLion extension are added from there
Check Shopify user permissions (must be completed by an admin)
Go to Settings > Users and permissions
Click into individual staff users
Under App permissions, ensure LoyaltyLion is selected
Check POS staff permissions in Shopify admin
Go to Settings > Apps and sales channels in Shopify admin.
Click Point of sale > Open sales channel.
Click Staff > Manage POS roles and select the staff member’s role
Make sure they have permissions to access POS apps
Click Save
FAQ
Q: If a customer earns points in-store, do they automatically get updated in their online account in real time?
Yes. As soon as a purchase has been made, you will see the number of points awarded on screen.
Q: Can a customer use a discount in-store that they claimed online?
Yes. If your customer has a claimed reward, you will see it in the rewards list and simply need to apply it to the cart.
Q: Can multiple LoyaltyLion discounts be applied to a single order?
Yes. For example if you apply a seamless free product as well as a discount.
Q: Can I add multiple seamless free products (SFPs) to the cart?
Yes, you can add up to 10 SFPs per order. However, you can only add one of each variant.
Q: Is there a limit to how many POS locations I can have?
No, there's no limit. Just make sure they all use the smart grid which includes the loyalty tiles (see above).
Q: If someone purchases on POS, will they appear in the customers section in LoyaltyLion?
A customer will be a 'guest' when they first sign in on POS, but as soon as they make a purchase they will be enrolled.
Q: Can you opt-in to marketing emails at POS?
Yes, when you add or manage a customer, there is an Accepts Marketing switch. If you toggle this on, the customer will receive points for the newsletter rule, as long as you have the rule created in LoyaltyLion and the customer has not yet received points for this.
Q: Which countries are Shopify POS supported in?
Shopify POS is available in countries where Shopify Payments supports both online and in-person transactions. You can view the full list of supported countries here.
Q: Which rewards are not supported through this integration?
Gift card rewards: meaning customers can't redeem points for a gift card at the register. However, gift cards can still be used as usual via POS.
Free shipping vouchers