# Loyalty

Last updated: May 14, 2025

**Loyalty** is a feature available to merchants on our [<mark style="color:blue;">💎 Excel plan</mark>](/docs/getting-started/onboarding/plans.md). With Loyalty, you can incentivize *all* your customers to earn points and redeem rewards through different shop touchpoints—including referrals.

While Smartrr's Loyalty feature was **built with subscriptions in mind** to reward your most loyal, consistent customers and increase retention, you can also make earning points are available to all customers regardless of subscription status:

* Customers **with** an active subscription will have reward items automatically applied to their next subscription order.&#x20;
* Customers **without** an active subscription will receive a one-time-use code. This code is unique to their account and can’t be used by others. To use for product-rewards, the customer will add the item to their cart and use the code at checkout. To use for incentive-rewards, the customer will simply apply the code at checkout.&#x20;

<figure><img src="/files/dz0vyWXcv72TyPIy5qFZ" alt=""><figcaption></figcaption></figure>

Loyalty encompasses 3 main features:&#x20;

1. [<mark style="color:blue;">**Rewards**</mark>](#rewards)
2. [<mark style="color:blue;">**Tiers**</mark>](#tiers)
3. [<mark style="color:blue;">**Referrals**</mark>](#undefined)

## Rewards

Rewards work on a point-based system. There are currently four events where customers can earn points:&#x20;

1. **Account creation**
2. **Transaction (per $ spend)**
3. **Bonus earn (every Xth order)**
4. **Referrals**

{% hint style="success" %}
👤 Customer's don't need to "opt-in" to your rewards program. Your customers will automatically be enrolled when Loyalty is set up for your shop. No extra registration needed.&#x20;
{% endhint %}

"Points" can be renamed to be any unit name to make your rewards program unique to your brand.

To set up a rewards program, navigate to **Loyalty**. Click **Get started**.

<figure><img src="/files/4chrVyHXWKZ9ZSr1EJG6" alt=""><figcaption></figcaption></figure>

### Set Loyalty Availability

By default, loyalty is available to subscribers only. You can change this to "All customers" to allow customers without an active subscription to redeem points for rewards in the form of one-time codes.&#x20;

{% hint style="info" %}
**Note:** You can't change loyalty availability back to **Subscribers only** if ever change availability to **All customers**. This action is not reversible.
{% endhint %}

<figure><img src="/files/q7ZzxHMOQZBZDex9tZeK" alt=""><figcaption></figcaption></figure>

### Define a Loyalty Structure

By default, two events are added to your Loyalty point structure: Account creation (50 points) and Transaction (per $ spend) (1 point). Adjust these events and point values to your shop's preference.&#x20;

<figure><img src="/files/IDWOgCDnu4wWYE0md95T" alt=""><figcaption></figcaption></figure>

### Create a Loyalty Marketplace

Your shop's Loyalty Marketplace is where customers can browse between a combination of products and incentives to redeem their accumulated points for. Your shop can choose to offer only products, incentives, or a combination of both.&#x20;

* **Products** = Redeemable Shopify items selected at a variant-level, added to the customer's next subscription order
* **Incentives** = Redeemable fixed amounts or percentages off, added to the customer's next subscription order.&#x20;

{% hint style="info" %}
**Note:** Regardless of the order you add products and incentives in your Smartrr admin portal, redeemable items will always display in lowest > highest sort order in your Customer Account Portal.&#x20;
{% endhint %}

<figure><img src="/files/uZNRsBDjbzZlOFoZr6Wf" alt=""><figcaption></figcaption></figure>

{% hint style="success" %}
**🎨 Tip:** Incentives are easily styled with a HEX value color in the Smartrr admin. Assigning a color value to an incentive will set that value as the background for the redeemable item in your Customer Account Portal. &#x20;
{% endhint %}

<figure><img src="/files/vRuW3MQoF6CvzF6v4X3W" alt=""><figcaption></figcaption></figure>

Your shop is able to add as many products and incentives to your Loyalty Marketplace as you like.&#x20;

You also have the flexibility to set a global restriction on the redemption of rewards. With the "Limit to one use per order" option located in Loyalty settings, vendors can ensure that each product or incentive reward can only be redeemed once per subscription order.

<figure><img src="/files/dLt0tvRo7XoviFhEwFw8" alt=""><figcaption></figcaption></figure>

### Best Practices&#x20;

When creating products and incentives you can redeem, be mindful of the points scale you create. In general its recommended that you offer incentives (ie. 5% off discount) at lower point balances. Then increase the points necessary for redeeming products with the highest tiered points being offered for core products. Example below:

* 100 points = 5% off discount incentive
* 175 points = 10% off discount incentive
* 500 points = Non-core product
* 800 points = Core product

### Personalize Your Rewards

While <mark style="color:purple;">points</mark> are the default Smartrr reward unit, you have the option to add a custom unit name to make your rewards program unique to your brand:

<figure><img src="/files/yRk2IqeRhnx61xcfX5bz" alt=""><figcaption></figcaption></figure>

Additionally, you can add a **Loyalty Program Description** (up to 150 characters) to give additional context on how your rewards program will work for your shop.&#x20;

<figure><img src="/files/O3D23yNwgCFfXag3BPro" alt=""><figcaption></figcaption></figure>

This description will appear when a customer clicks on the "How do I earn points?" question in their Customer Account Portal.&#x20;

<figure><img src="/files/ZeHSHoCzYDwCeQhL6F21" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/N8qxlWGOHKdpMz0FKOCm" alt=""><figcaption><p><strong>Loyalty Program Description</strong> (optional) displays here if added in the Smartrr admin. Other values (creating an account, orders, referring a friend, bonus earn, etc.) are automatically populated based on your <a href="#define-a-loyalty-structure"><mark style="color:blue;">loyalty event structure</mark></a>.</p></figcaption></figure>

### Redemption Process

#### One Time Purchase

* **Products** = To redeem product, click redeem and copy discount code from screen or email. Then add product to cart and apply discount code at checkout.
* **Incentives** = To redeem incentive, click redeem and copy discount code from screen or email. Then apply discount code at checkout.

#### Subscriptions

* **Products** = To redeem product, click redeem and product will be automatically added to the next subscription order for free.
* **Incentives** = To redeem incentive, click redeem and discount code will automatically be applied to the next subscription order.&#x20;

## Tiers

Loyalty tiers allows you to create up to 5 unique groups (minimum of 2) for your customers based on the amount of points they have earned. You can customize the name, color, and point requirements of these tier groups to your liking.

{% hint style="warning" %}
**Note**: At the current moment, once enabled, tiers can only be turned off by contacting support. This is to ensure data integrity while this feature is actively being improved.
{% endhint %}

<figure><img src="/files/VZY3Tsjg63MJRarWnjum" alt=""><figcaption></figcaption></figure>

Tier status works similarly to airline miles where status earned in year 1 will carry over into year 2. However points earned will reset at the beginning of year 2 so in order for customers to maintain their status into the following year, they will have to earn the required points again.

***Note**: points earned is not the same as points balance. Points earned only affects customers' tier status. Points balance will continue to accumulate as customers earn points and will only reduce once used to redeem rewards.*

### Reward restrictions with tiers

Once tiers is enabled, you will be able to change restrictions on loyalty rewards to be tier specific. For example, a 10% discount can be set to be restricted to Gold tier customers only. Use these restrictions to incetivize customers to reach the next tier status.

<figure><img src="/files/Deb3REIp45F1qLESC7yp" alt=""><figcaption></figcaption></figure>

## Referrals

When enabled, referrals are an easy way to reward your customers with points for sharing your brand with friends and family.&#x20;

<figure><img src="/files/dKlSgQplVUfcWvGSSeUu" alt=""><figcaption></figcaption></figure>

To set up a referral program, navigate to **Loyalty**. Scroll down to **Referral Program**. Toggle on.&#x20;

<figure><img src="/files/5QWY1GGYjqIWY6sfZTAd" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/umhqFdsX3XvUIAATnRtA" alt=""><figcaption></figcaption></figure>

Give your program a name, description (up to 150 characters), and determine the incentives for both referrer and referee:&#x20;

* **Referrer** (The individual who shares their custom referral code) can only be rewarded in points.&#x20;
* **Referee** (The individual who makes a purchase with a referral link) can be incentivized with either a fixed amount or percentage off their first subscription purchase.&#x20;

In the Customer Account Portal, referrers can press one button to easy copy their referral code to their clipboard, or they can press one of the social share icons to populate the following text directly to email, SMS, Twitter, Facebook, or Whatsapp:

`Want`` `<mark style="color:orange;">`{X}`</mark>` ``off your first subscription order from`` `<mark style="color:orange;">`{shop homepage}`</mark>`? Use my referral code:`` `<mark style="color:orange;">`{discount code}`</mark>

<figure><img src="/files/lWvaArqndnFwlMlXoyQ9" alt=""><figcaption></figcaption></figure>

## Loyalty points app block

Inside your Shopify theme customizer, you have the option of adding our Smartrr Loyalty Points app block to your product pages. This widget will show customers the amount of loyalty points they can expect to earn from purchasing the product.

<figure><img src="/files/6x0meGkPmT2JZ1GYAWXe" alt=""><figcaption><p>Smartrr app block options on the product page</p></figcaption></figure>

<figure><img src="/files/21NbJ6PrnMoigWoL49aF" alt=""><figcaption><p>Smartrr Loyalty Points app block</p></figcaption></figure>

When customers click on the points in the widget, a pop-up modal will show, giving them a rundown of your loyalty program and how they can earn points. If you have tiers enabled, a breakdown of them will also be shown.

<figure><img src="/files/tuyRE7w5nM4HKBrV1PJ8" alt=""><figcaption><p>Loyalty modal</p></figcaption></figure>


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://help.smartrr.com/docs/support/admin-portal/loyalty.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.