> For the complete documentation index, see [llms.txt](https://help.smartrr.com/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.smartrr.com/docs/support/admin-portal/loyalty.md). # Loyalty Incentivize your customers to earn and redeem rewards through different shop touchpoints. **Loyalty** is a feature available to merchants on our [💎 Excel plan](/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 product rewards automatically applied to their next subscription order. For incentive rewards, subscribers can choose to apply the discount to their next subscription order or use it as a one-time code at checkout. * 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.

Loyalty encompasses 3 main features: 1. [**Rewards**](#rewards) 2. [**Tiers**](#tiers) 3. [**Referrals**](#undefined) ## Rewards Rewards work on a point-based system. There are currently four events where customers can earn points: 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. {% 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**.

### 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. {% 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 %}

### 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.

### 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. * **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. {% 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. {% endhint %}

{% 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. {% endhint %}

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

### Best Practices 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 points 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:

Change the "points" text to something more fitting to your theme, like "star" or "seed".

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.

Add additional content for your customers to learn more about your rewards program and their benefits.

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

### 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. The subscriber will be asked to choose how they'd like to use the discount:

Option	What happens
Add to next subscription order	The subscriber sees a confirmation message: "Your loyalty reward will be added to your next order on [date]." Once they click Confirm, the discount is automatically applied to their next scheduled subscription order.
Use code for new purchase	The subscriber sees the same discount code screen shown to one-time-purchase customers today, where they can copy the code to use at checkout. The code is also emailed to them using the existing one-time-purchase discount email.

{% hint style="info" %} Note: Incentive discount codes generated through Loyalty can be used on either a subscription order or a one-time purchase — subscribers aren't locked into one or the other when the code is generated. {% endhint %} ## 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 %}

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.

When tiers is setup, it will reflect in the "Available to" list when creating rewards (products and incentives). Example: you could gate a "Cookie Basket" behind the Silver tier.

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

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

Example of the referral setup in the admin portal.

Give your program a name, description (up to 150 characters), and determine the incentives for both referrer and referee: * **Referrer** (The individual who shares their custom referral code) can only be rewarded in points. * **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. 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`` ``{X}`` ``off your first subscription order from`` ``{shop homepage}``? Use my referral code:`` ``{discount code}`

The referral "copy my referral code" button, highlighted in the customer portal.

## 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.

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.

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