Reward points give customers something back on every delivered order. Points are not money until the customer converts them into wallet balance at your shop.
There is no reward points screen. Points are driven by a few fields on your categories and products, and they show on customers and orders.
Who switches it on
Turn it on in Shop › Features: under Marketing & loyalty, the Reward points card has Turn on. If you do not see it there, ask support.
- Reward points are included from the Growth plan. On a plan without them the card shows a plan badge that links to Plan & billing.
- A card that reads Contact support to change this means only support can switch it.
The conversion ratio, the minimum to convert and the sentences customers read about them have no field in the shop panel. Ask support to set them, and say which values you want. Until a ratio is set, customers earn points but cannot convert them.
How points are earned
Points are added when an order is delivered, not when it is placed. Each product decides its own points:
| Product setting | Points for a line |
|---|
| Category | A percentage of what the customer paid for the line. The percentage comes from the product's category |
| Percentage | A percentage of what the customer paid for the line, set on the product |
| Fixed | A fixed number of points for each unit bought |
| No Reward | None |
There is no shop-wide earning rate. A product earns nothing until its category or the product itself has a value. See Reward points per category and product.
"What the customer paid" is the line's price after its own discount and its share of order discounts. Tax added on top earns nothing. A line the customer got free earns nothing. Gift card products earn nothing, but an order paid with a gift card earns as usual. A replacement order sent for an exchange, a till sale on the walk-in account and a demo order earn nothing.
A discount rule can multiply the points of the products it covers. See Bonus reward points.
When points are taken back
- A delivered order is cancelled: the points it still holds are removed.
- A return is refunded: the points of the returned items are removed, in proportion to the quantity accepted. An exchange removes nothing.
If the customer already converted those points, their balance goes below zero and their next points pay it off first. Their wallet is not touched.
Converting points to wallet money
The customer converts from their app or account. All their points convert at once.
- Wallet amount = points × the conversion ratio.
- The customer needs at least the minimum number of points.
- The customer wallet must be on for your shop. See Customer wallet.
- Only whole units of your currency's smallest coin are credited. Points too small to make one stay in the balance.
The credit appears in the customer's wallet history as "Reward Point Wallet".
Where you see points
| Place | What it shows |
|---|
| Customer list | A line such as "120 reward points" on a customer who has a balance. See Customers list |
| Customer wallet page | Reward Points under Customer Details |
| Order page | "Customer earned … reward points." in the order summary, once the order is delivered |
Balances stay visible after reward points are switched off.
