How to Create Loyalty and Referral Programs

Loyalty & Referral is a built-in customer rewards feature that helps businesses reward repeat customers and encourage referrals, without needing a separate loyalty platform. You can create programs for online and in-store activity, define earning and redemption rules, customize the customer signup experience, and provide digital wallet passes.

Note: Loyalty & Referral is currently available to selected beta accounts. If you don't see it in your account, contact support to learn about availability.

Where to Find Loyalty & Referral

The Loyalty workspace is found under:

Marketing > Loyalty

From the Loyalty Programs page you can create programs, monitor performance, search and filter programs, and continue configuring programs that are still in draft.

Key Benefits

• Reward repeat customers with points they can redeem for discounts or free products.
• Encourage referrals by rewarding existing customers and offering welcome points to new ones.
• Support online purchases, in-store activity, or both within one program.
• Customize earning rules for account creation, referrals, purchases, and birthdays.
• Customize the customer signup experience and form fields.
• Provide digital wallet passes for Apple Wallet and Google Wallet.
• Track enrollment, rewards earned, rewards redeemed, and redemption rate.

Step 1: Create a New Loyalty Program

1. Go to Marketing > Loyalty.
2. Click Create new program.
3. Enter a Program name.
4. Under Program type, select Online, Physical (In-store), or both.
5. If you select Online, choose which Funnels or Websites customers can earn points on.
6. Click Save & continue.

Step 2: Choose a Starting Template

Templates give you a pre-built loyalty structure to customize:

• Grow my customer list rewards account creation and referrals (100 points each, $1 off per 100 points).
• Bring customers back focuses on rewarding purchases using a point-per-dollar earning rate.
• Delight my regulars rewards birthdays with free product redemptions.
• Build it from scratch lets you configure all earning and reward rules manually.

Step 3: Configure Points and Reward Rules

Define which activities earn points and how customers redeem them.

Available earning rules include creating an account, referring a friend, purchasing a product, and celebrating a birthday. Turn on the rules you want, then open each one to set the points.

Under Ways customers can redeem, configure the reward options you want to offer.

Referral Rewards

When you configure Referring a friend, you can set points for the referring customer and welcome points for the new customer separately. You can also set a maximum number of referrals per customer.

Product Purchase Rewards

Use Purchasing a product to award points when customers buy selected products. Choose qualifying products, then use Additional settings to control subscription eligibility, point expiry, daily order limits, and the maximum points customers can earn from this rule.

Discount Rewards

Set how many points equal $1 in rewards, then configure any discount limits for the program.

Free-Product Rewards

Let customers exchange points for selected products. Use Add free product to add supported products and define the points required for each reward.

Step 4: Customize the Signup Page

The signup page is what customers see when joining your loyalty program. You can configure the content, form fields, and design here.

1. Under Content, configure the heading, body, and visible content cards. Turn cards on or off as needed.
2. In the Loyalty form, set which fields to show and which are required.
3. Update the Button text as needed.
4. Under Design, customize the appearance.
5. Preview the signup page, then click Setup wallet pass.

Step 5: Set Up the Wallet Pass

Let customers keep their loyalty membership and QR code accessible from a digital wallet.

Under Wallet settings, configure:

• Wallet display name
• Apple Wallet
• Google Wallet
• Logo
• Custom banner (enable and upload the banner image you want to display)

Program Dashboard and Performance Metrics

The Loyalty Programs dashboard shows account-level performance for the selected reporting period, including enrolled customers, rewards earned, rewards redeemed, and redemption rate. Each metric can also compare against the previous period.

Managing Customers and Points

Scan a Customer QR Code: Open the applicable loyalty program and click Scan customer QR to launch the web scanning experience. This can be used to record visits, redeem rewards, and support in-store loyalty activity. A mobile scanner is rolling out separately and may not yet be available for all accounts.

Adjust Customer Points: Authorized team members can manually adjust a customer's loyalty balance from the customer-management view using Adjust points.

Managing Access and Permissions

Enabling Loyalty for your account: If Loyalty is not visible in your account, ask your admin to enable it. Admins can control which accounts have access to Loyalty from the account management settings.

User permissions: To control which team members can manage programs or use the scanner:

1. Go to Settings > Users.
2. Edit the applicable user.
3. Open Roles & permissions and search for Loyalty.
4. Enable View & manage loyalty & referral and/or Manage scanner app as needed.
5. Click Save.

Client Portal: To control whether customers can access Loyalty from the Client Portal, go to Memberships > Client Portal > Settings > App Permissions and manage the Loyalty option.

Frequently Asked Questions

Q: Where is Loyalty & Referral in my account?
Go to Marketing > Loyalty.

Q: Can one program support both online and in-store activity?
Yes. Select both Online and Physical (In-store) during program setup.

Q: What activities can customers earn points for?
Account creation, referrals, product purchases, and birthdays.

Q: Can both the referrer and the new customer receive points?
Yes. Referral settings let you define points for each party separately.

Q: What types of rewards can I configure?
Discount rewards (points redeemed for $ off) and free-product rewards.

Q: Can customers add their loyalty card to a digital wallet?
Yes. The Wallet feature supports Apple Wallet and Google Wallet.

Q: Is the mobile QR scanner available yet?
The mobile scanner is rolling out separately and may not yet appear for all accounts.