Recommendations for a Loyalty Program FAQ Page

If your loyalty program uses the Only Members Who Signed Up opt-in setting, adjust the answers below to reflect your enrollment flow. Customers must explicitly join your loyalty program before they become eligible to earn rewards.

Answer for Shopify Legacy accounts:

Create an account in our store by visiting {{enter link}}. Joining is free, and you'll receive your New Member Reward as soon as your account is created. If you already have an account, you're already enrolled and can start earning rewards.

Answer for Shopify’s new Customer Accounts:

Joining is easy! Complete your first purchase using your email address, and you'll automatically become a loyalty member. You'll receive your New Member Reward after your first purchase is completed.

If your loyalty program uses the Only Members Who Signed Up opt-in setting, adjust the answers below to reflect your enrollment flow. Customers must explicitly join your loyalty program before they become eligible to earn rewards.

Answer for Shopify Legacy accounts:

Your New Member Reward is added to your rewards history as soon as your account is created.

Answer for Shopify’s new Customer Accounts:

Your New Member Reward is added after your first completed purchase as a rewards member.

{{Your loyalty program name}} members earn reward points on purchases and other eligible activities, then redeem those points for rewards.

You can also earn points for {{reviews, referrals, birthdays, social follows, etc.}} and enjoy additional benefits such as {{free shipping, exclusive discounts, early access to sales, birthday rewards, etc., depending on your program}}.

Choose the answer that matches your loyalty program opt-in settings.

Answer for automatic enrollment (All Customers opt-in):

Customers with an existing account were automatically enrolled in our rewards program. Simply sign in to start earning and redeeming rewards.

Answer for manual enrollment (Only Members Who Signed Up opt-in):

You'll need to complete an extra step by clicking to join our program in {{list options, such as the Rewards page}} before you can begin earning points.

Adjust this response if other areas of your store also display a customer’s rewards information (e.g., if you’re using the Spotlight widget or standalone widgets in product pages).

Visit our Rewards page at {{enter link}} to view your points balance, available rewards, tier status, and rewards history.

Adjust this answer based on your loyalty program's opt-in settings. For example, if you're using the All Customers setting, eligible purchases made as a guest may still earn points.

If purchases made before enrollment qualify for points, they will be added to your account automatically. Otherwise, you'll begin earning points on eligible purchases made after joining the program.

If you've used multiple email addresses, contact us at {{support email}}, and we'll let you know whether your rewards accounts can be merged.

Earn points by making purchases and completing eligible activities such as {{writing reviews, referring friends, celebrating your birthday, following us on social media, etc.}}.

Visit {{Rewards Page Link}} to see every available earning opportunity.

No. You can continue earning points through eligible purchases and activities as long as our loyalty program remains active.

The answer depends on your POS integration (if you have one).

Answer for no POS:

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.

Answer for active POS:

Yes! You can earn points for in-store purchases. {{add clarification based on your POS points earning policy and available in-store redemption options}}.

If you're using the Shopify Checkout Extension, update this answer to describe how customers redeem rewards during checkout (in addition to or instead of redeeming from the Rewards page). Your redemption flow should match the checkout experience you've configured.

Visit {{Rewards Page Link}}, choose an available reward, and select Redeem. Your available rewards and redemption requirements will be displayed in your rewards account.

Customize this answer using your own redemption values.

Example:

• 500 points = $5 off

• 1,000 points = $10 off

If your program includes point multipliers through VIP tiers or Loyalty Tiers, explain how those affect earning points.

{{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.}}

Choose the answer that matches your points expiration policy.

If points never expire:

Points never expire and remain available until they are redeemed.

If points expire after inactivity:

Your points expire after {{X months}} of account inactivity. Eligible activity includes earning or redeeming points.

If points expire after a fixed period from the date they were earned:

Each point expires {{X months}} after it is earned. You can always view your available points and upcoming expirations from your rewards account.

If you earned points from a purchase that is later returned, those points will be deducted from your rewards account.

If you redeemed points toward a purchase that is later returned, the redeemed points will be credited back to your rewards account according to our return policy.

Share your unique referral link with friends. When an eligible friend completes their first qualifying purchase, both of you will receive the referral reward. You will get {{add referrer reward}}, and your friend will receive {{add friend reward}}.

Referral rewards are only issued when all referral requirements have been met, including qualifying purchases and first-time customer eligibility.

Add your birthday from our Rewards page before your birthday arrives. We'll send your birthday reward according to our program rules.

Use this answer if your birthday campaign includes fraud prevention or waiting periods.

Customers must register their birthday at least {{X days}} before their birthday to qualify for that year's birthday reward.

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 after you signed up.

Customize this answer using your own spend or points thresholds.

Example:

• Silver: Spend $250

• Gold: Spend $500

• Platinum: Spend $1,000

Your current VIP tier is displayed in your rewards profile after you sign in. You can also see it in {{add other areas in the store where tier status is visible, e.g., Spotlight drawer}}.

Describe the benefits available in each VIP tier, such as point multipliers, exclusive discounts, free shipping, or early access to sales.

Choose the answer that matches your VIP tier term settings.

Rolling term:

Customers remain in their VIP tier for {{X months}} from the date they qualify.

Calendar term:

Customers keep their VIP tier through the current qualification period and the following calendar year.

Customize the answer based on your tier program’s name.

Tiers reward members with additional benefits as they progress through the program. You can unlock higher tiers by meeting the required {{spend amount / points earned}}.

Reach the required {{points earned / spend amount}} to unlock the next Loyalty Tier. Once you qualify, your new tier benefits are automatically applied.

Benefits vary by tier and may include bonus points, birthday rewards, free shipping, exclusive discounts, early access to promotions, and more.

Choose the answer that matches your Loyalty Tier settings.

Fixed term:

Customers keep their Loyalty Tier for {{X months}} from the date they qualify.

Lifetime:

Once customers qualify, they remain in their Loyalty Tier permanently unless manually reassigned.

Customize this answer based on how rewards are redeemed in your store, such as reward coupons or variable rewards at checkout.

If free shipping is a loyalty benefit, explain when it is automatically applied and any eligibility requirements.

Common reasons include:

• You weren't signed in.

• Your purchase wasn't eligible.

• The order was cancelled or returned.

• Points are still processing.

If you believe points are missing, contact {{Customer Support}}.

Points may take some time to appear in your account. Try refreshing the page, signing out and back in, or checking your rewards history before contacting support.