thread Re: Changing Loyalty Details in Customer Engagement

Changing Loyalty Details

michigancitrus — Sun, 21 Sep 2025 11:15:28 GMT

I currently have a rewards program in place based on earning stars for items purchased. (coffee drinks). This replaced our "punch card". I would like to update the program to be based on $ spent instead, as this would allow me to reward all customers, not just the coffee drinkers. (We also sell gits, clothing, books, jewelry, and more. My question is... Can I update/change my reward base from items purchased to $ spent without interfering with the current stars that my coffee customers have already earned. Will their earned stars roll over, or will they be lost?

Re: Changing Loyalty Details

Twiggy — Mon, 29 Nov 2021 18:56:31 GMT

Loyalty works very strictly by the fact that the item offered as a reward is a physical item and not an amount. The only way to do this is by manually adjusting the customers points and putting them towards a sale - though this will show up as a discount in your reports.... I don't know if you can set up a coupon or voucher to that of an amount could work as a work around - eg set up an item for 100 points as a coupon or whatever and then let the customer redeem this item. They'd then have this coupon or voiucher to use in store for their next purchase.

We had a client request her points (£100) be used as a dsicount on a large job and adjusted manually.

Loyalty could be abused so it's often best to keep it simple

Re: Changing Loyalty Details

michigancitrus — Mon, 29 Nov 2021 20:00:25 GMT

Thanks for the reply, but maybe I didn't explain my situation properly. My current loyalty program is buy 5 drinks and get $1 off the next purchase. I would like to change that to a "spent x amount of $'s and get x amount of $ off the next purchase. I want to make sure that my current loyalty customers don't lose the stars they have already accrued in the process of the change.

Re: Changing Loyalty Details

vhovar — Mon, 29 Nov 2021 20:40:51 GMT

@michigancitrus, hopefully someone can speak to this who has some more concise internal knowledge of the system but from what I've seen through our use and with some coding I've done with the APIs, there are two distinct parts to the Loyalty program. First is how a customer earns their "stars" that are saved on their Loyalty account. And, the 2nd part is what rewards are available at a given "star" limit. There is a single "bucket" for the accumulation of the points so it would be my assumption that you can change the way the "stars" are earned and change the rewards independently to accumulate and use this single "bucket" of stars. A recent change I saw reinforces this belief since you can only have a single Loyalty program earning/rewarding (consuming) stars at any given time.

Re: Changing Loyalty Details

vhovar — Mon, 29 Nov 2021 20:45:16 GMT

@Twiggy, I'm curious why you think the reward must be a physical item? Our loyalty program provides 4 different $off discounts based on the customer's point level and it allows them to make the choice which they want to apply to the sale. For example; If they have 15 points they can use 5 of them for $2.00 off, 10 of them for $4.00 off, or 15 of them for $6.00 off their order. Some customers like to save them up and use a larger amount off and others want to use the smallest amount as soon as they reach the 5 point limit for the $2.00 off. It does appear you may not be in the US so maybe the program behaves differently for you.

Re: Changing Loyalty Details

Twiggy — Mon, 29 Nov 2021 21:01:31 GMT

Thanks - yes we can add an overall discount to a transaction - I did try to edit and add discount too. Due to some unfortunate circumstances this month, where a member of the community received abuse theres new functioanlity to stop members from editing posts straight away.

Re: Changing Loyalty Details

michigancitrus — Mon, 29 Nov 2021 21:08:45 GMT

I don't know why you think my reward is a physical item as it is not. It is a $ off reward.

Re: Changing Loyalty Details

michigancitrus — Mon, 29 Nov 2021 21:14:08 GMT

Thank you for your insight. I will try to touch base with my rep on this situation.

Re: Changing Loyalty Details

vhovar — Mon, 29 Nov 2021 21:39:02 GMT

@michigancitrus, nope, didn't think that. I was replying to @michigancitrus's comment "Loyalty works very strictly by the fact that the item offered as a reward is a physical item and not an amount."

Re: Changing Loyalty Details

Twiggy — Mon, 29 Nov 2021 21:52:11 GMT

Loyalty = keep it simple.........

In the UK you would have to legally approach everyone who has points on your system to let them know of the changes if you alter it - I don't know about stateside but I'm sure it will be similar if not stricter. A customer lost their points when they changed their mind and voided the sale - we then had to manually reapply their points to their account. It got really complicated....

I know if you add a new reward it does not affect customers points - however every item in our library is loyalty active.

Does this affect an item specific loyalty eg 1 coffee = 1 point get to 6 and the 7th is free or above. I'll bring this up at the next beta....

What I meant was - Loyalty has to be adhered to a specific item in your library - If it's a £50 cushion it will only let you use it for a £50 - if the customer has enough points for 2 £50 cushions they can't use it for a larger £100 cushion.

Discount

Points wise if a customer has say 1500 points and you offer 10% for 1000 points and 5% for 500 it will apply the discount in order - it gets quite complicated if you have several loyalty % discount rewards.

The system will allocate the largest points of 10% to the sale first and then 5 % to the balance remaining .

It does not offer 15 % to the total sale.

£100 transaction

1000 points applied to first £10 off

Balance £90

500 points applied £4.50 off

points applied second £14.50 off

I hope I've been of some help

Re: Changing Loyalty Details

pessosices — Tue, 30 Nov 2021 03:30:48 GMT

Hey @michigancitrus

@You can absolutely change your loyalty program in this way, and all of your customers will keep the exact amount of points that they have.

The downside is that if you drastically change your program, it may devalue the points that they have — but you can always manually add more to them if you want by loading up the Loyalty Group in your Customer Directory and clicking through to upgrade them.

Let me know if you have any other questions,

Pesso