Loyalty points
On this page
Loyalty points reward customers who come back. A customer earns points when an order is paid, and spends them at checkout as a discount on a later order. Every change to a balance is kept in the customer's points history.
Turn on loyalty points#
- Open SettingsLoyalty points.
- Switch on Turn on loyalty points.
- Set how many points a customer earns for every 1 spent in your store currency.
- Set the value of 1 point. The page shows what 100 points are worth.
- Set the Minimum points to redeem and the most of an order points can pay, as a percentage.
- Save from the bar at the bottom of the page.
| Setting | Example | What it means |
|---|---|---|
| Points earned for every 1 spent | 1 | An order of 250 earns 250 points. |
| Value of 1 point | 0.01 | 1,000 points take 10 off an order. |
| Minimum points to redeem | 100 | A customer needs at least 100 points to use them. |
| Most of an order points can pay | 50% | Points can pay at most half of the items total. |
How customers earn points#
Points are added once, when an order is paid: by card, Tamara, a payment gateway, a gift card that covers the whole order, or when you record the payment for cash on delivery or bank transfer. They are counted on the order subtotal after discounts, without delivery and tax.
Only orders linked to a customer earn points. An order earns points only once, even if it is marked paid again.
How customers spend points#
A shopper signed in to their account at checkout sees their points and can tick Use my points. The points come off the order as a discount line, up to the limits you set. Kartlo works out the amount again on the server, so the discount cannot be changed in the browser.
When points pay the whole order, there is nothing left to charge: the order is marked paid straight away and its payment method shows as Loyalty points.
Cancellations and refunds#
- When you cancel an order, points spent on it go back to the customer and points it earned are taken back.
- When you refund part of an order, the same share of the points it earned is taken back. Points spent on it stay spent. See Returns and refunds.
- When refunds reach the full order amount, all points it earned are taken back and the points spent on it go back to the customer. This includes refunds made in your Stripe dashboard.
- Taking back points can leave a balance below zero. The customer cannot spend points until it is above zero again. You can still add points to it.
- Points used on an order paid by card, Tamara or a payment gateway stay on the order while the shopper can still try another card. They go back to the customer when the card payment is cancelled, or when the order is still unpaid 2 hours after it was placed. The order is not cancelled and keeps its total, and the shopper can no longer pay it from the order page. Orders paid by cash on delivery or bank transfer keep their points until you cancel them.
- If such an order is paid later anyway, the points are not taken again. The customer keeps them and the order keeps its points discount, so your store absorbs that amount.
See and adjust a customer’s points#
Open a customer from Customers. The Loyalty points card shows the balance and the history: points earned, spent at checkout, reversed and adjusted, with the order number where there is one.
- Click Adjust points.
- Enter a positive number to add points, or a negative number to take them away.
- Add a Note saying why, then click Save points.
What shoppers see#
On your storefront, the Account page shows a signed-in shopper their points, what they are worth and their recent points activity.