Frequently Asked Questions for Loyalty & Referrals

General Questions

Q: Why is my campaign not triggering?

A: A campaign may not be triggering because there's an exclusion that's been added in the advanced settings (e.g., for product IDs, tags, minimum order amount, etc.).

Q: What is the "Points Expiration Period" setting used for?

A: The Points Expiration Period determines how long customers have to use their earned loyalty points before they expire.

• If enabled, points will expire after a set period (e.g., 6 months, 1 year).

• Once expired, customers can no longer use those points for rewards or discounts.

• This encourages customers to redeem points sooner, boosting engagement and repeat purchases.

Q: Can I use both a set-up discount and Loyalty Rewards with Yotpo?

A: Yes, Yotpo allows you to apply both a set-up discount and Loyalty Rewards.

Q: If I use both Yotpo Loyalty & Referrals and Yotpo SMS & Email, do I have to set up the integration on both apps?

A: Yes, the integration must be set up separately for each app.

Q: Is Yotpo compatible with third-party apps?

A: Yes, Yotpo is compatible with multiple third-party apps, including Klaviyo, Listrak, and more. It is designed to work seamlessly with these integrations. For a full list of supported apps, check here. If you experience any issues, our support team is available to assist you.

Q: How can I protect my margins and ensure I don't overuse coupons and points?

A: There are several strategies you can use to prevent overuse of coupons and points in your campaigns:

• Set a minimum spend: Ensure customers meet a certain threshold before they can redeem rewards.

• Limit discount stacking: Prevent multiple discounts from being applied at once by making rewards non-stackable.

• Offer percentage discounts: Use percentage-based discounts instead of fixed amounts to better control the discount value.

• Use free product discounts with conditions: Offer free products only when another item is added to the cart, encouraging higher-value purchases.

Q: Can I combine Shopify and Yotpo Loyalty rewards?

A: Yes, you can combine Yotpo Loyalty rewards with Shopify discounts. To learn more about how to combine them effectively, see Creating Discount Combinations.

Q: When stacking discounts in Shopify, if I have a percentage off as well as a fixed amount off, will the percentage be applied to the total before the fixed amount is deducted?

A: Yes, the percentage discount is applied first, and then the fixed amount is deducted. However, this behavior can be modified using a Shopify script if you'd like to change the order of how the discounts are applied.

Q: Can customers use loyalty points to pay for shipping, or only for products?

A: Yotpo loyalty points are primarily used for product discounts. While customers cannot directly use points to pay for shipping, free shipping can be offered as a redeemable reward on certain plans. Any remaining balance after redeeming points, including shipping costs, must be paid using another method.

Q: How can I automatically apply a discount without using a coupon code?

A: Follow these steps:

• For Shopify Plus: You can automatically apply the discount directly at checkout.

• For other platforms: Automatic discounts can only be applied through the rewards page or sticky bar.

Q: How can I cancel codes and refund points spent?

A: Canceling codes and refunding points can be done using our API. Follow these steps:

1. Retrieve Redemption Code Data:

   • Go to Redemption Options > Get Redemption Code Data.

   • Enter the code/reward_text, and provide the API key and GUID.

   • Copy the point_redemption_id for the next step.

2. Approve Redemption Cancellation:

   • Navigate to Point Redemptions > Approve Redemption Cancellation.

   • Enter the point_redemption_id, reward_text/code, and provide the GUID and API key in the required fields.

   • Once you receive a 200 response, the codes will be removed from the customer's profile, and the redeemed points will be refunded.

Q: If a customer downgrades a VIP tier (e.g., from Tier 3 to Tier 2), do they receive the entry reward for Tier 2?

A: No, customers only receive a welcome reward when they upgrade to a higher tier, not when they downgrade.

Earning Rules

Q: What is a double point earning rule?

A: A Double Points Earning Rule allows you to reward customers with twice the usual points for their purchases. To configure a double point earning rule on Shopify, check this guide. For other eCommerce platforms, refer to Creating a Double Points Earning Rule.

Q: How can I limit which customers receive a specific earning rule?

A: The “Lists and segments” option allows you to create different customer groups. For certain earning rules, you can use the Advanced Settings to include or exclude specific segments configured through Lists & Segments. Other rules, such as VIP tiers, are managed directly within the VIP program settings.

Q: If a customer submits a review using Shareable Review Links, can we award Loyalty points based on their email address?

A: Yes! Customers who leave a review through Shareable Review Links can receive Loyalty points based on their submitted email address. You can set up earning rules in Yotpo to automatically reward customers for submitting reviews and manage these rewards through the Yotpo dashboard.

Q: Do earning rules for following the brand on social media track if a customer becomes a follower?

A: No, the system does not track whether the customer is an active follower. Rewards are given as long as the customer clicks the link to visit your social media profile. The system tracks the visit, not the follow itself.

eCommerce Platform-Related Questions

Q: Where are redirect URLs taken from?

A: Redirect URLs vary by eCommerce platform. To see how they are configured for your platform, refer to our Platform Settings Guide for detailed instructions.

WooCommerce

Q: Can Yotpo Loyalty and Referrals be integrated with WooCommerce?

A: While integration is possible, Yotpo does not currently support new WooCommerce accounts due to technical limitations that have led to unstable performance and a poor customer experience. As a result, WooCommerce is not considered a supported platform at this time, and a Generic or Custom integration is required.

Q: How to set up Yotpo Loyalty and Referrals on WooCommerce?

A: Follow these steps:

1. Install & Activate the Yotpo Plugin:

   1. Ensure you have the Yotpo Loyalty & Referrals plugin installed and activated on your WooCommerce site.

   2. You can find it in the WordPress Plugin Repository.

2. Connect Yotpo to WooCommerce:

   1. In your WordPress dashboard, go to Yotpo > Settings.

   2. Follow the prompts to connect your Yotpo account to your WooCommerce store.

   3. You’ll need your Yotpo API Key and Secret to complete the connection.

For more details, check out our Loyalty & Referrals setup guide under the section on generic platform settings.

Communications

Klaviyo

Q: Why is my Klaviyo trigger not firing?

A: Ensure you are using the correct attributes as outlined in the Lists and Events documentation. Refer to the following guides for details:

• Full List of Events for Email Triggers

• Leveraging Customer Properties

Q: What does it mean to resync my customers through Klaviyo?

A: If you're experiencing issues with customer data syncing between Yotpo and Klaviyo, resyncing allows you to refresh and update the data flow. This process helps resolve integration issues without any risk of data loss.

You can manually resync the data or contact a support agent for assistance.

Q: Does Yotpo support Shopify Markets?

A: Yes, we support both Shopify Markets and its multi-entity feature.