LoyaltyLion emails
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Written by Success team
Updated over a week ago

LoyaltyLion provides you with emails that are sent out to your customers automatically to make sure they know how many points and rewards are available specifically to them. Each email is personalised to an individual customer.
Check on what plan LoyaltyLion emails are available on

In this article:

Benefits of the emails

  1. Increase conversion: The emails will ensure customers know they have a reward available and encourage them to come back.

  2. Encourages customers to use their points - Increase your ROI.

  3. The emails will increase engagement and ensure your customers are aware they are part of the program.

The loyalty emails are fully customisable in order for you to design them to your store branding - see our documentation on this - this is key to ensure your customers recognise the emails as part of your store and to keep your customers engaged in your loyalty program.

Who can receive emails

Only customers who meet the following criteria will receive emails:

  • Are enrolled in your loyalty program

  • Are not blocked from using your loyalty program

  • Have not unsubscribed from loyalty emails

Some slightly more specific criteria apply to each email (read below)

Types of Loyaltylion emails:

1) Welcome to the Loyalty program

This email (when enabled) is sent to every customer when they create an account with your store.

Customers must meet the following additional criteria to receive this email:

  • Have made an account since you installed LoyaltyLion

  • Not have received any other loyalty email (eg if they earn enough points for a reward from their initial purchase, and receive a 'reward available' email, they will not receive a welcome email

Success tip: If you already send out an email from your store when customers create an account with you, you can simply add information about your loyalty program to the existing store email.

2) Reward available

This email is key to the success of your loyalty program! It is triggered as soon as your customer has enough points to be able to claim a reward.

This email will inform your customer which reward is accessible to them which will encourage the customer back to your store to repeat purchase with you in order to use the voucher code.

Customers must meet the following additional criteria to receive this email:

  • Have not received any other loyalty emails (except the welcome email) in the past four days

  • Have not received another 'reward available' email in the last 30 days

  • Customer had to earn new points (for example via import).

  • You need to have in place a voucher or a custom reward. The email will not be triggered by Seamless Free Product Reward or Redeem at checkout.

    If you are looking to notify all customers who have enough points for a reward, regardless of when they earned their points, the monthly reward reminder email might be more suitable.

*The most expensive reward will be displayed in the email. If you'd like you can change the wording of the email so it's clear that they potentially have other rewards available.

3) Monthly reward reminder

This is sent on a monthly basis only to customers who have enough points to claim a reward. This email will let them know how many points they have, how many points they have earned in the last 30 days and will list the rewards which are available to them.

This email is designed to re-engage your customers in the loyalty program and bring your customers back to your store to repeat purchase with you.

Customers must meet the following additional criteria to receive this email:

  • Have made an order in the last 6 months

  • Have not received any other loyalty emails in the past seven days

  • You need to have in place a voucher or a custom reward. The email will not be triggered by Seamless Free Product Reward or Redeem at checkout.

4) Points expiring soon

This is sent when a customer's points are about to expire. You must have the points expiry feature enabled in order for these emails to send. You can find out more here.

5) Referral Email

If referrals are enabled, the referral email can be customised. It is not found on the "Emails" page; instead, the referral rule on the rules page has a button "Customise referral email" which can be used instead.

The referral email is never sent automatically by us - it's only sent when a shopper refers a friend via email.

What analytics are recorded by emails, and how are they measured?

Your LoyaltyLion emails will track 3 metrics:

  • Number of visits to your store generated by your emails

  • Rewards claimed

  • Revenue generated

Rewards claimed and revenue generated in particular are a great indicator of how LoyaltyLion's emails can directly increase customer engagement and spend.

The rewards claimed statistic measures the number of rewards claimed and then later used as a result of the prompts from your emails.

Note: the revenue generated statistic tracks the additional revenue made by your email feature. The customer's purchase is only attributed to the email when they click through the email and purchases in the same browser session. This helps for accurate reporting as if the customer abandons their browser session and comes back to make a purchase, the revenue is no longer tied to the email.

By clicking on View results button you’ll get access to the statistic measures:

  • Number of emails sent since enabling the email

  • Number of times your customers opened the email

  • number of times your customers clicked through the email to your store

  • Rewards claimed through the email

  • Revenue generated

How are emails sent

Emails are sent through LoyaltyLion. The sending domain will be "store-name@storerewards.co". The "store-name" part represents the name of your loyalty program. The "store-name" part of the address can be changed by:

  1. Going to Dashboard > Manage > Configuration > Settings

  2. Changing the section "Program name" to whatever is preferred.

We also have integrations with mail providers like Dotdigital, MailChimp, Klaviyo, etc. Depending on the provider we may be able to send the emails through the integration which would allow open rates, etc to be displayed in their mail provider tool.

Unsubscribing from emails

Every email we send has a one-click unsubscribe link at the bottom. If a customer clicks this, we will no longer send them any Loyalty Emails in future. It's not currently possible for a customer to resubscribe.

For developers: Our unsubscribe list can be accessed via our Unsubscribes API which is explained in our documentation. Stores can also use it to tell us unsubscribed users by email address or id. Another advanced option is our unsubscribe webhook, which can be set up to notify a URL every time someone unsubscribed.

We are starting to build integrations with mail providers; where possible, we will use the integrations to sync unsubscribe lists with the store's mail provider automatically. Once this is done we'll update this document to explain which providers support unsubscribe syncing.


Q. Why are the links not working in test emails?

In live emails, this link will be replaced with an actual link to destinations on your store. When a customer clicks a "Claim Reward" button, they'll be prompted with a confirmation dialog.

Q. I have enabled LoyaltyLion emails, why are they still not sending?

LoyaltyLion emails will only become automated and start reaching your customers once you have begun your trial period. Or, when the payment for this feature has been approved. Given this, please confirm that you are either on trial, or the payment has been authorised as this is a requirement for the LoyaltyLion emails to work.

Additionally, please know that Redeem at checkout and Seamless Free Product are not supported in the emails. This means that if you only use those two rewards, emails will not be triggered.

Q. Do I need to update my SPF records to stop emails being marked as spam?

LoyaltyLion emails are sent from our domain 'storerewards.co'. We don't send emails as if they were coming from your domain, so therefore, you won't need to update your SPF records.

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