LoyaltyLion emails are included on the Classic plan and above. On the Free plan, add the Customer Emails enhancement by clicking Get enhancement on your Emails page.
LoyaltyLion sends automatic emails to your customers about their points and rewards. Each email is personalized to the customer who receives it.
In this article:
Benefits of LoyaltyLion emails
Increase conversion. LoyaltyLion emails tell customers they have rewards available and bring them back to your store to use them.
Encourage customers to use their points. The emails remind customers what their points can buy, so they come back to spend them.
Increase engagement. The emails remind your customers that your loyalty program exists and what they have earned.
You can change the wording and design of every email to match your brand.
Who can receive LoyaltyLion emails
A customer receives LoyaltyLion emails when they:
have joined your loyalty program
are not blocked from your loyalty program
have an email address on their account
have not unsubscribed from loyalty emails
If your Shopify store uses new customer accounts, a customer also needs to have accepted email marketing before we send them anything.
Each email type also has its own criteria, listed below.
Types of LoyaltyLion emails
There are 6 LoyaltyLion emails, and 5 of them are on your Emails page. To turn one on, go to Emails, click Edit on the email, click Turn on, and then click Save changes. The email shows On in your list of emails.
There is no LoyaltyLion email for tier changes. To email customers when they move up or down a tier, send the email from Klaviyo, Attentive, Bloomreach or Maestra using the Tier Upgraded and Tier Downgraded events. These events are available on the Plus plan, or as a paid add-on on lower plans.
Welcome to the loyalty program
We send this email when a customer joins your loyalty program, as long as it is the first LoyaltyLion email they receive. For example, if a customer earns enough points for a reward on their first purchase and gets the reward available email first, they do not get a welcome email.
If your store already sends its own email when a customer creates an account, you can add information about your loyalty program to that existing email instead.
Reward available
We send this email when a customer earns approved points and now has enough for a reward. It shows the most expensive reward they can claim, with a button to claim it. Pending points do not count until they are approved.
To receive it, a customer must also:
not have received any other LoyaltyLion email in the last 4 days, except the welcome email
not have received another reward available email in the last 30 days
Only voucher rewards, gift cards and custom rewards that appear in your rewards list can trigger this email. Redeem at checkout, Seamless Free Product rewards and subscription discounts never do, so if those are your only rewards, this email does not send.
Because the email shows only one reward, you can change its wording to make clear the customer may have other rewards available too. To remind every customer who has enough points for a reward, however long ago they earned them, use the monthly reward reminder instead.
Monthly reward reminder
We send this email once a month to customers who have enough points for a reward. It shows their points balance, the points they earned in the last 30 days, and up to 3 rewards they can claim.
To receive it, a customer must also:
have placed an order in the last 6 months
not have received any other LoyaltyLion email in the last 7 days
Choose when it goes out on the email’s Send settings tab, using Day of month (1–28) and Time (GMT).
As with the reward available email, only voucher rewards, gift cards and custom rewards that appear in your rewards list count. Redeem at checkout, Seamless Free Product rewards and subscription discounts never do.
Points expiring soon
We send this email a set number of days before a customer’s points expire. It appears on your Emails page only if your plan includes points expiration, and it sends only while points expiration is turned on. Set how many days in advance in your points expiration settings, using Points expiring notice period.
Referral email
This is the email a customer sends to a friend when they refer them by email from your store. We do not send it on our own, and it is not on your Emails page.
To edit it, go to Program, then Rules, open the menu on your referral rule, and click Customize referral email.
Reviewer to referrer
We send this email to customers who leave a review, asking them to refer their friends. It sends only for reviews at or above a minimum rating you choose.
It needs both of these before you can turn it on:
an active review rule from Stamped.io, Loox, Yotpo or Bazaarvoice
a referral rule with an incentive
Until both exist, the email is grayed out in the Encourage referrals section of your Emails page.
Two settings on its Send settings tab are specific to this email:
Minimum required rating: we send the email only for reviews of this many stars (1–5) or more
Email send delay: how long we wait after the review before sending the email, from 1 to 6 hours or days
Its results are reported separately, and include the number of new customers acquired through those referrals alongside emails sent, store visits and referral revenue.
What analytics are recorded by emails
Your Emails page shows 3 metrics across all your LoyaltyLion emails:
Visits to your store from your emails
Rewards claimed through your emails
Revenue generated by purchases made through your emails
Rewards claimed and revenue generated show most clearly how the emails change what your customers do. Rewards claimed counts the rewards a customer claimed and later used after clicking through from an email.
Revenue generated counts a purchase only when the customer clicks through from an email and buys in the same browser session. If they leave and come back later to buy, we do not count that purchase.
Click View results on any email for more detail:
number of emails sent since you turned it on
number of times customers opened it
number of times customers clicked through to your store
rewards claimed through it
revenue generated
How emails are sent
We send LoyaltyLion emails from our own domain, storerewards.co. The from address is your program name in lower case, with spaces replaced by hyphens. For example, a program called Acme Rewards sends from acme-rewards@storerewards.co.
To change the from address, change your program name:
Go to Settings, then General.
Change Program name and save.
Sender name and reply-to address
Go to Settings, then Email. Under Sending:
Send from followed by your program name is on by default and uses your program name as the from name. Turn it off to enter a different From name, up to 50 characters.
Reply-to address is where your customers’ replies go. It starts as your account owner’s email address.
Deliverability
storerewards.co publishes its own SPF record and DMARC policy, so you do not need to change your store’s DNS records.
We only email customers who have joined your loyalty program. Every email carries an unsubscribe header that email apps use to show their own unsubscribe button, and our default templates include an unsubscribe link. Keep that link in any custom HTML you write.
We monitor spam reports and deliverability across all our senders. We may ask you to change a template that puts deliverability at risk, for example one with spam-like wording or a hidden unsubscribe link.
Using an email service provider
If you use an email service provider (ESP) such as Klaviyo, Mailchimp or Dotdigital, our email marketing integrations sync your customers’ points, rewards and tier data to it, so you can build loyalty emails in your ESP alongside your own.
Unsubscribing from emails
Every email we send has an unsubscribe link at the bottom. If a customer clicks it, we stop sending them LoyaltyLion emails. A customer cannot currently resubscribe once they have unsubscribed.
For developers. Your list of unsubscribed customers is available through the Unsubscribes API, which you can also use to unsubscribe a customer by email address. The loyalty_emails/unsubscribe webhook notifies a URL whenever someone unsubscribes.
Email campaign tracking
We add UTM parameters to the links to your store and to the reward claim links in LoyaltyLion emails, so you can identify them in your store analytics:
utm_source:
loyaltylionutm_medium:
emailutm_campaign: the kind of email, one of
ll_welcome,ll_triggered_reward_available_reminder,ll_monthly_statement_reward_available,ll_point_expiry_reminder,ll_referral,ll_reviewer_to_referrer
Exporting email data
The Customer emails export lists the LoyaltyLion emails sent to your customers, with how many times each was opened and clicked. You can choose the email types and a date range. Go to Analytics, then Exports, and create a Customer emails export the same way as any other export.
FAQ
Why are the links not working in test emails?
Links in a test email go to a Help Center page instead of your store, because a test is not tied to a real customer. In a live email, each link goes to your store. When a customer clicks a claim button, your store shows the reward so they can confirm it.
Send a test from the email’s Edit page with Send test email. You can send to up to 3 addresses at a time and up to 10 tests an hour. On a trial, or without LoyaltyLion emails on your plan, tests go only to the email address you signed up with.
I have turned on LoyaltyLion emails, so why are they not sending?
Check each of these:
Your plan includes LoyaltyLion emails: Classic and above, or the Customer Emails enhancement on the Free plan.
The email shows On on your Emails page. Turning it on takes effect only after you click Save changes.
Your loyalty program is launched.
For the reward emails, you have at least one reward that can trigger them. Redeem at checkout, Seamless Free Product rewards and subscription discounts cannot, as covered under Reward available.
Do I need to update my SPF records to stop emails being marked as spam?
No. We send LoyaltyLion emails from our own domain, storerewards.co, not from yours, so you do not need to change your SPF records.