Customers are automatically enrolled into the program when they create an account on your platform. Customers do not create a separate account for the loyalty program.

When visiting the loyalty page and clicking "log in" or "sign up" they will be taken to your platform's log in or sign up page.

Find more information HERE.

When you log into your LL admin, simply click on the Customer's tab.

You will then see all of your customers that are currently in the program. You can see in the header a "status" option. This will either say enrolled or guest.

If you want to see if a specific customer is enrolled, simply search for them within the customer tab. You will then be able to see if they are enrolled or a guest within the customer dashboard.

To remove someone from the program due to a GDPR request, you will need to remove the customer by submitting a request through Shopify.

You can find more information on this in our documentation HERE.

Once you launch your loyalty program, any new signed up members will receive points for account creation. Customers that already had an account prior to your launch will not receive points for this (as it is not something that can be completed again).

If you wish to give all existing customers points for account creation, you can process a point import. See HERE for more information.

If a customer contacts you regarding not receiving account creation points, you can track when the account was created in LL or your platform. In LL you can search for the customer in the customer tab. Simply look at their history and you will be able to see the date they created their account.

If it was before your launch, they would not receive points. If they create their account after your launch, then contact support@loyaltylion.com to assist.

When contacting support with the above issue, ensure to include the following:
- What the issue is

- The customer's name and email address
- When they created their account (screenshot if possible)

To stop someone from earning points and taking part with the program, you can block a customer.

Simply search for the customer via the customer tab, then select Actions in the top right. From there you can then block the customer.

If you later to wish to unblock the customer, follow the same steps as outlined above

and select "unblock". See HERE for more information.

This is a setting within the Make a Purchase rule. This setting will determine when customers will receive points after they make a purchase.

This setting is used for one of 2 reasons: Returns policy, or Time to second purchase.

The customer's points will be pending for this period, after-which they will be automatically approved and available to use for rewards.

This is another setting within the Make a Purchase rule. This is a great incentive for guest customers to create an account out of fear of losing points.

If this is set to 3 days, a guest customer could earn points for their guest purchases up to 3 days ago just by creating an account (eligible only on orders placed after program launch).

If a customer returns a purchase, the points earned will be removed as appropriate. This is why we recommend setting the approval period to your returns period.

If a customer makes a purchase and instantly has enough points for £5, and they redeem this. Then they return their order, we will deduct the points, which as a result will place the customer in a negative points balance. Therefore creating a negative customer experience.

If you wish you approve a customer's make a purchase points sooner than the approval period, this is possible via the customer's dashboard ONLY if the order has been marked as paid within Shopify.

Customers will know when they have earned points if you have notifications enabled. This will tell a customer when they have earned points for each activity they complete.

Customers can also see when they earn and spend points via their history section when they log in and view their loyalty program.

We cannot guarantee if someone does follow you on social media. This is because this data is not shared with third party apps. This is the same across other loyalty programs also.

Customers can earn these points by visiting the loyalty page > clicking follow > we will show a pop up window prompting the customer to follow you. Once this pop up window appears, we will automatically award the points.

Customers can earn birthday points once every 365 days. If a customer enters their birthday as April 3rd, and earns points, but later asks your CS team to change it to next week, they will not get the points again as 365 days have not passed.

Also, if a customer enters their birthday as the same date i.e Today's date is April 3rd, and the customer enters their birthday as April 3rd, they will not receive points.

If you wish to change a customer's birthday you can do this within the customer's dashboard under "Actions".

Customers can refer friends through the loyalty page. They will have a variety of options on how they want to make their referral. Every customer has their own unique referral code which is how we track referrals.

A new customer will receive a voucher code when clicking on a referral link. The customer must be a new customer to be able to be referred. They can then apply the code at checkout as long as they meet your setting requirements for the rule.

Voucher Min Spend & Min Spend settings

Voucher min spend - this is the basket total for the referred customer. They must have this total amount to be able to apply their voucher code.

Min spend - this is the required total spend of the referred customer. They must spend this amount in total in order for the current customer to earn points.

For example: Voucher Min spend is $50, Min spend is $40.

The referred customer has a basket total of $55, so they are able to use their voucher code. They apply a $10 voucher which makes their total spend $45. This means the current customer will get their referral points. If the Min spend was also $50, and the customer spent $45, the current customer will not receive points.

Tracking referrals

You can track referrals via the Analytics tab > Referrals.

Here you can see how many referrals you have had in the past week, who your top referrers are, and the option of exporting a list of referrals.

If you want to see who a particular customer has referred you can either view this from the export, or on the customer's dashboard.

You can give customers points and remove points manually via the customer's dashboard. See HERE for more information.

Alternatively, you can give a bulk list of customers points via an import. See HERE for more information.

Customers can spend their points via the loyalty page if they have enough points for a reward. They will then receive a voucher code to apply at the checkout.

Customers simply copy and paste their code at the checkout. See HERE for more information.

In short, no. Voucher codes cannot be stacked with other codes at the checkout. However there are some workarounds...Seamless Free products and Gift cards.

Neither of these rewards require a voucher code. Seamless free products require no code at all and are applied automatically to the cart. See HERE for more information.

Gift cards are applied separately to discount codes, which is why they can be stacked. See HERE for more information.

Customers who want to use their rewards for a ReCharge subscription purchase must redeem the subscription rewards. Please see our documentation HERE on how to apply these codes in ReCharge.

You can refund a claimed reward via the customer's dashboard. See HERE for more information.

A customer can enter a tier in a number of ways. By standard, it will be based on your set boundaries (this can be spend or points earned). In the above example, you can see that the selected boundary is spend.

When customers sign up, and are enrolled into the loyalty program, they will automatically enter tier 1. Once they spend the required amount i.e £500, they will move into the appropriate tier i.e tier 2.

Subscription: if a customer subscribes to a product (ReCharge) they will be tagged in Shopify as a subscription customer. If you have created a subscription tier they will be automatically added to this tier once subscribed to an item.

There are 2 more ways a customer can be added to a tier. Manually, or via an import.

If you have one customer that you wish to add into a specific tier, you can manually add them to a tier via their account dashboard. See HERE for more information.

Alternatively, if you have a bulk list of customers that you wish to enter into a specific tier, we can do a tier import for you. See HERE for more information.

From the moment a customer enters a tier, they have 12 months to spend the required amount or they will not remain in the tier.

If a customer spends £500, they will enter tier 2. If they spend £300 after entering tier 2, 12 months later they will move to tier 1.

Subscription: if a customer unsubscribes from a product, they will be removed from the subscription tier and placed into a boundary tier instead.

Point expiry is based off of your customer's last purchase with you. If point expiry is not enabled, the below does not apply.

Based on your settings in Manage > Configuration > Settings. Points will expire after X months. If you have set this to 12 months, and a customer has not made a purchase with you in 12 months, their points will expire.
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For example if todays date was 28/03/2021 (and my points were due to expire on 01/04/2021), and today I made a purchase, my points will then be due to expire on 28/03/2022.

Remember: it is always from the last purchase.

You can enable our Points Expiry email to notify customers that their points are due to expire. In your send settings you can choose how many more days in advance you would like to notify a customer of this.

See HERE for more information.