Recommendations for a Loyalty Program FAQ Page

      Recommendations for a Loyalty Program FAQ Page

        Article summary


        Loyalty & Referrals

        Supported plans

        Pro, Premium, Enterprise

        eCommerce Platform


        When launching a new Loyalty & Referrals program, your shoppers may have questions about how it works. 

        Adding an FAQ section is a great way to build trust in the program and get shoppers excited by answering their most common questions. 

        The most common place to put an FAQ section is on your dedicated rewards page.

        How to use this article

        This article covers questions and example answers. This is meant to be a starting point to give you ideas for your own FAQ section. Choose the questions and answers that are relevant to your program. 

        1. Pick and choose what is relevant to your program.

        2. Edit the text to suit your program settings, and your brand's voice & tone.

        3. Add the edited text to your site.

        These are example texts only

        Each Loyalty & Referrals program works differently, and not all questions/answers will be relevant to you.

        You must customize these texts to reflect your unique program, they are not "one size fits all."

        Please carefully read the questions and answers to check they are relevant to you, and that they match your brand's voice and tone.

        Signing Up

        How do I sign up for the rewards program?

        Signing up is easy! Simply create an account by {{enter your link}} and enter your name, email, and password. It’s free to join and you will automatically be signed up to receive emails with insider access to sales, promotions, and all of our newest drops. If you currently have an account or email subscription with us - you’ve already been enrolled in our rewards program so you can kick back, sign in, and start earning Points!

        What are the advantages of becoming a rewards member?

        Our rewards program is a tiered program that allows members to earn more perks the more they engage with us. Members receive reward points for each purchase, which can then be redeemed towards the cost of future purchases. 

        You also earn points for {{enter your campaigns here, e.g. sharing with friends, following us on social media, leaving product reviews, and are even gifted with bonus points just for having a birthday!}} In addition to earning points, members have the chance to earn {{enter your perks here e.g. free shipping and get exclusive access to coupons, launches, promotions, giveaways, and more.}} You can view the full list of perks on our rewards page.


        I already have an account. Do I need to create a new one to earn rewards?

        *note: the answer to this question will depend on your Loyalty opt-in settings

        We took care of that for you! All customers with an active account were automatically enrolled in our rewards program. If you have had more than one customer account with us, please note that only one rewards account was created per person.

        Where can I find all of my rewards account info?

        The rewards page is your roadmap to all your points and perks. You can access all your info by visiting our rewards page {{enter your link here.}}

        Will I receive points for purchases I made prior to creating my rewards account?

        *note: the answer to this question will depend on your Loyalty opt-in settings

        You will only receive points for purchases made after creating your rewards account. Make sure to create an account before placing an order so you can receive points!

        What if I have an old email address or multiple email addresses and want to combine my accounts & earnings?

        Contact customer service by emailing {{enter email here}} and our team will be happy to assist you with merging your accounts.

        Does it cost anything to begin earning points?

        Absolutely not! Sign-up is 100% free, and it will never cost you anything to earn points. Make sure to visit the {{enter link to your rewards page}} to get started.

        Earning & Redeeming

        How do I redeem my points?

        Exchanging your points for great rewards couldn't be easier! Simply visit the {{enter link to your rewards page}} to view all of our great reward options and click the 'Redeem' button to redeem your chosen reward.

        How do points convert to dollars?

        {{Enter your values, e.g. 100 points = $1 dollar.}}

        Higher tiers in the VIP tier program earn more points at a quicker rate, but {{100 points}} always = {{$1 dollar.}} For Example, as a {{Enter tier name}}, you will earn {{1}} point for every dollar you spend. So, if you spend {{$150}}, you'll earn {{150 points = $1.50 dollars}}.

        When you move up to become a {{Enter tier name}} you will be earning points {{2x as fast, ex. spend $150→ earn 300 points = $3 dollars.}}

        {{Tier 3 will earn 3x as fast, earning $4.50 dollars on a $150 purchase, Tier 4 earns 4x as fast, receiving $6 dollars for the same purchase.}}

        What are the easy ways to earn points?

        *note: the answer to this question will depend on what ways you offer to earn points. This is different for every program.

        For starters- each member gets a reward just for joining our rewards program. Aside from earning points through purchases, you can add your birthday to your account to earn points, leave us a review, or like us on Facebook. Access all the ways to earn under the {{enter your ways to earn points link here}} on the rewards page.

        Will I be able to use my points/rewards in-store?

        *note: the answer to this question will depend on your integration with your POS. The below answer applies if you do not have a POS integration.

        Not at this time, you will not be able to earn or apply rewards points toward purchases in-store. We are working to link our stores with our online site in the future.

        Program Limitations

        Is there a limit to how many points I can earn?

        Nope!  That’s the best part about being a rewards member!  You will always have an opportunity to earn more points by shopping with us, engaging with our brand and community online, and through seasonal sales.


        Choose the answer that best applies to your program:

        Can I return my order if I redeemed rewards points for a discount?

        Yes. If you are returning the entire order, we will refund you the total dollar amount spent after the discount was applied. The points you used to redeem the discount will also be added back to your rewards account.

        I earned points/VIP tier with my last purchase, but now I want to return it. What will happen to my reward?

        If you use your rewards towards a purchase and later decide to return that item, your rewards will be credited back to your rewards account. For example, if you use a $10 coupon towards a $100 purchase that you decide to return, the $90 balance will be refunded to your credit card and the $10 reward credit will be deposited back into your rewards account.

        Reward Expiration

        Choose the answer version that best applies to your program. The answer to this question will depend on your program point expiry and validity settings.

        Do points ever expire?

        Answer for points expire after 1 year of no purchases

        If you do not make a purchase or earn points for a period of 12 months, you will be considered a dormant user, and your points and rewards will return to zero. You will be moved down to {{Your tier name}}, the lowest tier.

        Points expire after 1 year of inactivity

        Your points will expire after one year of inactivity. Inactivity includes not interacting with our program i.e., redeeming points, placing an order, etc

        Answer for points expire after 1 year of inactivity with a rolling calendar year

        Rewards points are valid for the remainder of the calendar year in which they are earned, plus the following calendar year.

        • For example: points earned anytime during the year 2020 are valid for the remainder of 2020, plus all of 2021. Points will start over at 0 on January 1, 2022.

        Rewards points will expire after 12 months of Rewards account inactivity.  This means that if there is no change to your Rewards account balance (through either the addition or redemption of Rewards), all Rewards earned in the previous 12 months will automatically be removed from your account.

        Answer for points expire after 1 year of inactivity with terms & conditions

        Points and rewards and your VIP tier will expire if you fail to make at least 1 purchase every 12 months. If we ever decide to end the rewards program, your points and perks will expire with the program. We also reserve the right to terminate any person’s rewards membership if we believe you are violating our {{Link to your Terms and Conditions}}, reselling products, exploiting the program, making excessive returns, engaging in fraud, abuse of privileges, or inappropriate behavior that seeks to manipulate the rewards program, or for any other reason we deem necessary based on our sole discretion. If your account is terminated by you or us, or you opt out of the rewards program, you will lose any unused rewards as well as all points that have not been redeemed.

        VIP Program Questions

        How is my VIP tier determined?

        *Note, this answer will depend on your tier term settings.

        Your VIP tier is determined by the amount you spend in a calendar year (Ex. Jan 1, 2020 – Dec 31, 2020).To reach:

        {{Enter your tier name}}, you must spend $X {{enter your own VIP Tier thresholds}}

        {{Enter your tier name}}, you must spend $X {{enter your own VIP Tier thresholds}}

        {{Enter your tier name}}, you must spend $X {{enter your own VIP Tier thresholds}}

        Once you qualify, you will instantly move up and have access to that tier's perks through the rest of the current calendar year as well as the following calendar year. As you move up in the VIP Tiers, you will retain all benefits from your previous tier.

        How do I know which Rewards tier I am currently a member of?

        When you are signed into your rewards account, your home page will list all of the rewards tiers. Your current tier and perks will be highlighted with a box around it.

        What is 'early sale access'?

        As a VIP {{enter your tier name here}} member, you will receive select sale emails ahead of the general public so you get first dibs on all the best sale styles!

        How will I know when I have reached a new tier?

        When your total points cross a tier threshold you will receive an email welcoming you into the new tier.  If the tier that you have crossed into is either {{enter your tier names}} this email will also include a unique coupon code for you to redeem your one-time rewards coupon.  Keep in mind that coupons cannot be used in addition to the redemption of points.

        Tier Expiration

        Choose the answer that best applies to your program. The answer to this question will depend on your VIP Tier Program entry thresholds and tier term settings.

        Answer for Rolling Year

        Once you are in {{Enter your tier name}}, {{Enter your tier name}} or {{Enter your tier name}}, you will be in that tier for one year from the date you earned it. Make sure to keep interacting with our program to maintain your status (or even move up a tier)!

        Answer for Calendar Year

        You must continue to spend to remain in your tier. Whatever tier you achieve in a calendar year (ex. Jan 1, 2020 –Dec 31, 2020), you keep for the following year.

        For instance, if you spend $1,000 dollars in 2020 and achieve {{Enter your tier name}}, you stay in that tier through 2021. At the start of 2021, you will keep your earned tier and perks, however, your spending towards that tier's threshold resets to $0 and you must spend the designated tier amount (in this case, $1,000) to ensure that you remain in that tier for the following year (2022).


        Why didn’t I earn points on my purchase?

        Double-check you were signed into your rewards account and didn’t accidentally check out as a guest. You must be logged in when making purchases to earn points. If you have done this in error, contact us at {{enter your customer support link}} to help apply your points to your account. You also won’t receive points if you return your purchase or your purchase is canceled for any reason. Please note that any points you earn on a purchase you later return will be deducted from your point balance.

        I should have earned points for a purchase/incentive but I didn’t see my account balance change. Did I get credit?

        Yes! You work hard to earn points and we want you to feel confident that all of your points are right where they should be . . . in your account! The first thing to note is that there may be a delay in our systems communication and points could take anywhere from minutes to several hours to appear in your account.  However, if you feel like you have earned points but they are not showing up in your account you can also troubleshoot it with these tricks:

        1. Try to refresh your browser.

        2. Try to log out and then back in to your account.

        3. Check your ‘Rewards history’ in your Rewards account to see if the points were added without you realizing it.  Your ‘Rewards history’ will show you the number of points earned, how and when they were earned, as well as any redemptions of points made on your account.

        If you still feel like your points balance is not accurate you can contact our {{enter your customer support link}} team and they will look into the issue for you.

        I received an error message when referring friends through the email referral box. What went wrong?

        We are sorry to hear that. There are a couple of scenarios that could have triggered the error message.  

        The first possible scenario is that there was a mistype in one of the email addresses that you entered or you forgot to put commas between multiple emails to separate them. 

        To eliminate confusion over what occurred, we recommend that you go back and enter each email address one at a time, clicking ‘send’ after each one rather than uploading them all at once.  

        If you are still having problems using the email referrals we recommend using your unique referral link or sharing the referral through Facebook, Twitter, or Messenger to receive credit. Please contact our {{enter your customer support link}} if you need further assistance.

        I’ve referred several friends but haven’t received any points for it. Is there something else I need to do?

        Thank you so much for sharing us with your friends!  We really appreciate it.  

        Referred friends must be first-time customers in order for both of you to receive the referral rewards.  In addition, the referral must be initiated through our rewards referral box on your personal rewards page or through the use of your unique referral link also found there. 

        Points will be added to your account as soon as your friend completes their first purchase on our website.  

        When this happens you will receive an email letting you know that one of your referrals made a purchase using your code and that a reward was added to your account. You can also check your ‘Rewards History’ to see a list of any points that you have received for referrals.

        Birthday Reward

        How can I get a birthday reward?

        Add your birthday under ways to earn points on the {{enter link to your rewards page}}. On your birthday we will send you a special discount code via email valid for 30 days from the date of your b-day!

        *Your birthday code is non-transferable and may not be sold or assigned to anyone else. If we feel someone is trying to manipulate the program, we reserve the right to terminate your account at our discretion.

        Birthday Reward with Fraud Prevention Enabled

        This answer is only relevant if you have fraud prevention enabled on your Happy Birthday earning rule.

        I signed up for the Birthday Bonus but I didn’t receive it.

        Happy Birthday!  We’re so glad that you have chosen to celebrate with us through our rewards program.  In order for you to receive your birthday bonus on your birthday, you must register your birthday at least 30 days prior to your birthday.  

        If your birthday falls between the day that you registered and the 30-day waiting period afterward, you will receive your birthday bonus 30 days after your registration.  This delay is only applicable for the first year that you signed up.  

        All successive birthday bonuses will be emailed to you on your birthday.  If you register your birthday through your rewards account any time after it has passed in the current calendar year, rewards will not be added to your account until the day of your birthday in the following year.  

        Remember, the birthday reward is determined by the Rewards member tier that you are part of on the date of your birthday.  If it has been more than 30 days since you registered for your birthday reward and you still have not received the additional points in your account, please contact {{enter your customer support link}} and we will be happy to assist you.


        How is my free shipping applied at checkout?

        As a {{Enter your VIP tier name}} member your free shipping will be automatically applied at checkout – just remember to make sure you're signed in! Please note free shipping applies only to domestic shipping within the US.

        How do I redeem my rewards at checkout?

        To redeem your points in checkout, use the slider directly above your cart total to choose the amount you would like to apply, then click the "APPLY" button.

        How do I redeem my points?

        Please note:

        This answer is only relevant for those using variable rewards at checkout. Don't forget to customize the restrictions specific to your program.

        Rewards points can be redeemed during the checkout process. Before checking out, ensure that you are signed in to your account. 

        Once you get to the checkout screen you will see your total available Rewards points in a slide bar on the top left of the page.  To use your rewards, slide the points redemption bar to select the number of points you would like to redeem on the order you are placing, then continue with the checkout process.  To redeem all available Rewards slide the bar all the way to the right.

        You must have a minimum balance of at least {{100+ points}} each time you would like to make a redemption, and points must be redeemed in increments of {{50 ($5).}}

        Your points may be redeemed up to {{50 points}} below the total value of the cart unless the total of your cart hits the {{50 points ($5.00)}} threshold exactly.  Because of this, almost all orders will have a balance between {{$1-$4.99 (10-49 points}} that will need to be paid, in addition to any relevant tax and shipping charges, with your preferred method of payment.

        Terms and conditions for your store

        Yotpo cannot provide legal counsel and has no legal requirements on our end. Each brand makes its own decision on whether or not to include verbiage regarding its loyalty program in its terms and conditions.

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