Docs/Merchants/Rewards Program
Purchase reward rules
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A purchase reward doesn't have to treat every order the same. Purchase rules let you decide exactly which orders qualify — for example, only orders over a certain amount, only first-time buyers, or only orders that didn't use a discount code. This article covers the extra settings you'll see on purchase-based rewards.
Where these settings live
- In the Toki merchant portal, open Loyalty.
- In the Ways to Earn section, click your purchase activity. If it's not in the list, click Manage all activities to open the full Rewards page, then click the reward.
- On the reward page, the Rules card holds the activity-wide settings (which products and order statuses count, and how orders are counted). Each rule in the Reward Rules card has its own Purchase rules section with the order requirements below.
Because purchase rules belong to a rule in the Reward Rules card, you can set different requirements for different customer segments — one rule for everyone, another with its own minimums for a VIP segment.
Choose which products count
In the Rules card, Purchases of which products will be rewarded? sets the scope of the whole activity:
| Option | What it does |
|---|---|
| Of any product | Every order can earn the reward. |
| Only of some products | Only orders containing the products you select. |
| Only of some collections of products | Only orders containing products from the collections you select. |
When you scope the activity to specific products or collections, two extra fields appear in each rule's Purchase rules section (see the table below) so you can require a minimum value for the qualifying items themselves.
Order statuses, also in the Rules card, sets when an order earns the reward. With Any status (the default), an order can earn it as soon as Toki receives it; if the payment is still pending, Toki checks the order again later. Pick one or more statuses instead, such as Paid, Fulfilled, or Delivered, and an order earns the reward once it has any of them. Toki checks again each time the order is updated in Shopify. The statuses are grouped into Financial status, Fulfillment status, and Delivery status; Delivered means at least one shipment of the order was delivered. Shopify updates the order as its shipments progress, and Toki checks the order again each time, so a reward waiting for Delivered goes out once Shopify marks a shipment as delivered.
Purchase rules
Each rule's Purchase rules section sets the requirements an order must meet to trigger the reward:
| Setting | What it does |
|---|---|
| Purchase type | Reward One-time purchase orders, Subscription orders, or Both. |
| Customize channel availability | Turn this on to limit the rule to specific Storefront markets. Leave the markets list blank to include all storefront markets. |
| Minimum order total price | The order total must reach this amount to trigger the reward. |
| Minimum order sub-total price | Same idea, measured against the order sub-total. |
| Purchase channel | Restrict the reward to purchases made on POS. Leave it empty to reward purchases from all channels. |
| Minimum order count | The number of orders a customer needs before this reward triggers. The current order is included in the count. When Order count mode is Every N orders, this field reads Number of orders instead (see below). |
| Minimum total price of rewarded items | Shown when the activity is scoped to products or collections. The reward triggers when the total value of the rewarded products reaches this minimum. |
| Minimum sub-total price of rewarded items | Same idea, measured against the sub-total value of the rewarded products. |
| First time purchasers only | Turn this on to reward only a customer's first purchase. Leave it off to reward every purchase. |
The two "rewarded items" minimums look only at the items in the order that match the activity's product or collection scope: the sub-total is what those items cost after discounts, and the total also includes the tax on them. Shipping isn't part of either. The order-wide minimums above look at the whole order.
Count only recent orders
If you use Minimum order count, you can pair it with Order count period (days) in the Rules card. Set it to require a previous customer order within that number of days — the same window also limits which orders count toward the minimum order count. Leave it blank to count all of the customer's orders. Either way, when you set a Start date in the Scheduling card, only orders placed since that date count, and cancelled orders never count.
Order count mode, also in the Rules card, sets how each rule's order number works:
- Minimum order count (the default): the rule's Minimum order count is how many orders a customer needs before the reward triggers.
- Every N orders: the rule's field reads Number of orders, and the reward repeats. Toki counts the customer's orders since the last one that earned this reward, current order included, and grants the reward when the count reaches that number. Set it to 3 to reward every third order; at 1, the default, every order earns it. Order count period (days) then counts only orders placed within that many days of the current order.
Order counts and First time purchasers only look at the orders Toki has on record for the customer: every order placed since you installed Toki. To add your past paid orders, use Fetch orders on the Shopify row of the Integrations page (see Integrations and your API key). The import runs in the background and can take a while if your store has many orders. Imported orders count toward these checks, but they don't earn rewards themselves.
Discount code rules
The Discounts rules section controls whether orders that used a discount code still earn the reward:
| Setting | What it does |
|---|---|
| Exclude discount codes | Turn this on to skip the reward for any order that used a discount code. |
| Excluded discount codes | When the switch above is off, list specific codes here — one per line. Orders that used these codes don't earn the reward. Leave it blank to ignore this setting. |
| Included discount codes | Codes that will be rewarded — one per line. Use this to make exceptions, so orders with these codes still earn the reward. Leave it blank to ignore this setting. |
You'll find the Discounts rules section on purchase, subscription, and refer-a-friend rewards.
Delay the reward
The Reward Delay section lets you wait before granting the reward. Set a delay in days, hours, and minutes — or leave it blank and the reward is granted instantly. Reward delays are available on purchase, based-on-spend, and refer-a-friend rewards.
Once you save a purchase or referral reward that has a delay, a Pending Completions card appears on the reward page. It lists every order waiting for its delay to pass, with the Order ID, Customer, Reward, when it was created, and when it's scheduled — plus a search field to find a specific one.
When the delay ends, Toki looks at the order again before granting anything. A cancelled order earns nothing. If part of the order was refunded or removed in the meantime, the reward is based on what the customer actually paid, and the order has to meet your purchase rules at that point. Customers can see points on their way in the wallet's Pending Points block, with the date they become available.
Refunds and cancellations
Points earned from an order are taken back when the order is refunded:
- Based on spend rewards are reduced in proportion to the refunded amount.
- Fixed amount rewards are taken back in full when the order no longer meets the rule's order minimums, or when nothing is left of it.
Toki never takes back more than the order earned. If the customer has already spent the points, their balance can go below zero. When an order is cancelled, Toki marks its completion as denied, and any refund issued with the cancellation takes the points back the same way. Subscription rewards follow the same rules, since they're tied to the subscription's orders.
Multiple shops
If you run more than one shop with Toki, two more settings appear:
- Shops to apply the reward — in each rule, select the shops where the reward applies. Leave it blank to apply the reward to all shops.
- Reward a purchase in another shop — in the Rules card, turn this on to reward a customer once when they purchase from a different shop in your setup.
Example setups
A cashback rate for each membership tier
Every membership tier is built on a segment, so one purchase reward can pay each tier its own rate:
- Open your Points for purchase reward.
- In the Reward Rules card, click New rule. Under Segment for selected rule, pick the tier's segment. It's named after the tier, for example Membership: Gold.
- In the Reward card, set Type to Based on spend and enter the tier's rate in Amount per $1 spent.
- Repeat for each tier, then click Save.
Amount per $1 spent is the cashback rate. At a conversion rate of 100 points = $1, 5 points per $1 spent gives 5% back and 10 points gives 10%. The field shows the amount in both points and your store currency, so you can check the rate as you type. Calculate cashback on sets what the rate applies to: Order total, Subtotal, or Subtotal excluding tax.
When a customer is in more than one of these segments, the rule that comes last in the list applies. Click Manage in the Reward Rules card and drag your top tier to the bottom. To show the rate on the membership as well, add a Custom reward such as "5% cashback" to the tier (see Membership rewards). It's for display only; the points come from the purchase reward.
Different rates for different collections
The products a purchase reward counts are set for the whole reward, so you pay different rates per collection with one reward per collection. For example, to pay 10 points per $1 on one collection and 5 points per $1 on another:
- Create a Points for purchase reward. In the Rules card, set Purchases of which products will be rewarded? to Only of some collections of products and pick the first collection under Select matching collections.
- Set its rule's Type to Based on spend with 10 points per $1.
- Create a second reward the same way for the other collection, at 5 points per $1.
Each reward pays only on the items from its own collections, so an order with products from both earns from both rewards. A product that belongs to both collections earns from both, and so does every item when you also keep a reward for Of any product.