By default, customers are enrolled in your loyalty program automatically when they create an account on your store or sign in for the first time. They don't create a separate account for the loyalty program. You can change how customers join in Settings > Enrollment.

When a customer clicks Log in or Sign up on your loyalty page, we take them to your store's own log in or sign up page.

Go to Customers. The Status column shows Enrolled, Guest or Blocked for each customer, and you can filter the list by Member status. To check one customer, search for them in the same list.

To remove a customer from your program because of a GDPR request, submit the request through Shopify.

Once your program is live, customers earn the Join program points when they enroll. Customers who were already members when you launched, including any you imported, don't earn them.

To give existing members these points, use a Customer activity import, which completes the Join program rule for everyone in your file, or an Add or remove points import. Both are in Analytics > Imports. Everyone in the file earns the points, including customers who already have them, so leave those customers out.

If a customer contacts you about missing Join program points, open them in Customers and check their history for the date they joined.

If they joined before your launch, they don't receive the points. If they joined after your launch, contact support@loyaltylion.com and include:

Blocking a customer stops them earning points and taking part in your program. Open the customer in Customers, click Actions, then Block customer. To undo it, follow the same steps and click Unblock customer.

This is a setting in the Make a purchase rule. It decides how long a customer's points stay pending after they make a purchase.

It is used for one of 2 reasons: your returns policy, or the time to a second purchase.

The customer's points are pending for this period. After that, we approve them automatically and they can be spent on rewards.

This setting is in Settings > Orders, and applies to all your purchase rules. It is a great incentive for guest customers to create an account.

If it is set to 3 days, a guest customer earns points for the purchases they made in the 3 days before they created their account. Only orders placed after your program launched earn points.

If a customer returns a purchase, we remove the points they earned for it. This is why we recommend setting the approval period to match your returns period.

If a customer makes a purchase, instantly has enough points for $5 off, and redeems it, then returns their order, we still deduct the points. Their points balance goes negative, which is a poor experience for them.

To approve a customer's pending purchase points before the approval period ends, open the customer and click Approve on the pending row in their timeline. Orders that haven't been paid yet show Payment pending, and you can approve those too.

If you have notifications turned on, customers see one each time they earn points for an activity.

Customers can also see what they have earned and spent in their history section when they log in and view your loyalty program.

We can't check whether a customer actually followed you, because social networks don't share that with apps. This is the same for every loyalty program.

When a customer clicks a social rule on your loyalty page, we open your profile in a new window. On a computer, we award the points when they close that window, or after 20 seconds if it is still open. On a phone, we award them straight away. If a pop-up blocker stops the window opening, the customer doesn't earn the points.

Customers earn birthday points once per calendar year. If a customer earns their birthday points in April and then asks your team to change their birthday to a later date, they won't earn them again until next year.

To change a customer's birthday, open the customer, click Actions, then Change birthday.

Customers can refer friends through your loyalty page, and choose how they share their referral. Every customer has their own unique referral link, which is how we track referrals.

A new customer receives a voucher code when they click a referral link. They must be a new customer to be referred. They can then apply the code at the checkout, as long as their order meets the requirements you set on the rule.

Minimum purchase and minimum spend

Two settings on the rule decide when the friend can use their voucher and when the referring member earns:

For example, the friend's minimum purchase is $50 and the Minimum spend is $40. The friend has a basket of $55, so they can use their voucher. They apply a $10 voucher, so they spend $45, and the referring member earns their points. If the Minimum spend were $50, the referring member wouldn't earn them.

Tracking referrals

Go to Analytics > Referrals. You'll see revenue, new customers and site visits from referrals, broken down by where they were shared, and your Top referrers (all time).

To see who a particular customer has referred, open the customer and look at their Referrals.

You can give or remove points for one customer from their customer page.

To give or remove points for a list of customers, use an Add or remove points import in Analytics > Imports.

Customers spend their points on your loyalty page when they have enough for a reward. They then receive a voucher code to apply at the checkout.

Customers copy their code and paste it at the checkout.

By default, a LoyaltyLion voucher code can't be combined with other discount codes at the checkout. On Shopify, you can change this for each reward in its Discount combinations settings, by choosing Product discounts, Order discounts or Shipping discounts.

Two rewards don't need a discount code. Seamless free products are added to the cart automatically, and you choose what they combine with in Settings > Rewards and vouchers.

Gift cards are applied separately from discount codes, so customers can use them alongside one.

Customers who want to use a reward on a Recharge subscription order need to claim a subscription reward.

To refund a reward a customer hasn't used yet, open the customer, find the reward in their Rewards, and click Refund.

Customers move between tiers based on the boundaries you set, which can be points earned, amount spent or orders made. In the example above, the boundary is spend.

When customers enroll in your loyalty program, they start in your lowest tier. Once they reach the next boundary, for example $500 spent, they move up to that tier.

Subscribers: if Recharge is connected, you can add a Recharge subscriber tier. Customers with an active Recharge subscription are tagged in Shopify and placed in that tier automatically.

To move one customer, open the customer, click Actions, then Change tier. This option isn't available if your tiers use a Calendar year duration.

If you have a list of customers to place in a tier, our Support team can run a tier import for you.

How long a customer keeps a tier depends on the Duration in your tier settings: Calendar year, Rolling (a number of months you choose, 12 by default) or Lifetime.

Subscribers: if a customer's Recharge subscription ends, we remove them from the subscriber tier and place them in a tier based on your boundaries instead.

Points only expire if you have turned on Automatically expire points in Settings > Points expiration. You also choose an expiration method: Last purchase, Last point balance change, Date earned or Calendar date.

For example, with Last purchase set to 12 months, a customer who hasn't made a purchase for 12 months loses their points, and every new purchase starts the 12 months again.

In Settings > Points expiration, set the Points expiring notice period to the number of days' warning you want to give. If you have the Points expiring soon email turned on, we send it that many days before a customer's points expire.