How points work

Your rewards program is a loop: customers earn points through activities, then redeem them for rewards. You control both sides of the loop from the Loyalty page in the merchant portal: activities live in its Ways to Earn section, and redemption options in its Redemption rules settings section.

Earning: activities

An activity is anything a customer does that earns points. Common ones:

Each activity is individually configurable: how many points, how often it can be earned, and who's eligible. Purchases work everywhere — online checkout and Shopify POS. See Create and manage rewards for every setting.

Multipliers

Paid members or specific customer segments can earn at a higher rate — for example, members earn 2× points on every order. For members, add an Accelerator reward to a membership tier or paid membership and pick its Accelerator Rate, from 1.25x to 5x. It boosts the points from the activities you pick under Activities, or from every activity if you leave that empty. See Membership rewards. For a segment, give the activity a rule for that segment in its Reward Rules card, with a higher amount. Purchase reward rules shows a cashback rate for each tier.

Redeeming: redemption options

A redemption option is what customers spend points on:

• Discounts — fixed amount or percentage off an order.
• Shopify Store Credit — points convert into credit on the customer's Shopify store credit balance, which they can use at checkout.
• Free products — a specific product for a set number of points.
• Gift cards — a digital gift card from Tremendous, emailed to the customer, once the Tremendous integration is set up.

You set what each option costs in its Amount to spend field. Customers redeem wherever you add Toki's redemption blocks: in the wallet on your store, at checkout, and on their customer account pages. In your store, staff redeem for them with the Toki: Redemption tile in Shopify POS, where scanning the QR code on the customer's wallet pass brings up their account. See Redemption options.

Balances and history

Every customer has a points balance and a full history of the points they earned and spent. You can view (and manually adjust) any customer's balance under Members in the merchant portal — useful for making things right after a support conversation. See Adjust a member's balance.

A purchase earns its points when Toki receives the order. If the payment is still pending, Toki checks the order again later. To wait, pick statuses such as Paid or Fulfilled under Order statuses on your purchase reward, or set a Reward Delay. When an order is refunded, Toki takes the points back automatically: spend-based rewards shrink in proportion to the refund, and fixed rewards are taken back in full once the order no longer meets the rule's minimums or is fully refunded. See Purchase reward rules.

How customers become members

Customers don't have to sign up or claim anything to start earning. The first time someone places an order with you, Toki creates a member for them, and the order earns your purchase reward like any other. Rewards that collect an email address, such as Newsletter sign up, also create a member for a new email. When the customer later signs in to their wallet with that email, everything they've earned is already there.

A customer joins your program the first time they sign in to their wallet. That's the moment the Joined program segment condition and the Joined loyalty program filter on Members look at, and it's when your Join Rewards Program reward pays out. Orders earn rewards whether or not the customer has joined.

To have customers join with a click instead, uncheck Auto-join users to the rewards program in the Global store settings section of the Loyalty page, then click Save in the bar at the top. Signed-in customers then see a Join Rewards Program button in their wallet. At the point of sale, staff can tap Join to the Loyalty Program in the Toki: Redemption tile for a customer who hasn't joined yet.

Approvals

Some activities can be set to require manual review before points are granted — for example, user-generated content or receipt uploads. To review a reward's completions, turn off Automatically approve the activity in its Approval card. Pending items then wait for you on the Approve page. While submissions are waiting, a banner at the top of the Loyalty page says how many; click View to open them, then approve each one in one click or deny it with an optional reason. See Reward approvals.

Designing a healthy points economy

Three settings decide what your points are worth to customers:

1. What a point is worth. The Conversion rate of your store credit sets how many points equal one unit of your currency. Balances shown in money, cashback rates, and spending all follow it. See Store credits.
2. What rewards cost. Each redemption option has its own Amount to spend, set separately from the conversion rate. See Redemption options.
3. What customers earn. Your purchase reward sets how many points an order earns. Compare it with the cost of your rewards to see how many orders a reward takes. See Purchase reward rules.

Keep welcome and social bonuses small next to what a purchase earns, so points stay tied to revenue.

Related

• What is Toki?
• Installing Toki
• Create and manage rewards
• Redemption options
• Purchase reward rules
• Store credits
• Reward approvals