FAQs
Joy loyalty programs common questions from customers
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[New] Joy Loyalty
Joy loyalty programs common questions from customers
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Yes, you can. You can choose between after the order is paid or after the order is fulfilled to issue the points to the customer balance.
You can change this in Settings > Order
By default, the Minus point will be enabled with your Place order program so when you process the refund of the orders, the points will be deducted from customer balance.
Yes, you can. You can go to Analytics > Revenue generated to see a full list of orders that has a loyalty programs actions involved.
Yes, you can turn on the Notifications features. You can send emails to customer on their earning, and redemption activities.
By default, it will be sent via our app domain on behalf of your store. If you want to customize it further, you can set up custom SMTP for your sending.
Yes, you can enable the Weekly report inside the Settings > General to enable our weekly email to your inbox to keep you in sync with your program performance.
Yes, the coupon will be reactivated and can be used again to ensure the customer’s benefits are not lost.
By default, custom products are included in the earning programs, but you have the option to exclude them.
You can choose to exclude custom products either from your online store or from POS transactions. Once you select your preferred options and save, the exclusion rule will apply to future orders.
Keep in mind that this rule is unique in some scenarios and might not always be clear to customers. To avoid confusion, it’s a good idea to include an explanation of this rule in your Loyalty page’s FAQs.
Setting up the exclusion for on-sale items in your points-earning conditions is fairly flexible. However, you’ll need to identify these items through a Shopify collection. Start by creating a collection with a "Compare at" price greater than 0—this will capture all items that are on sale.
Make sure to exclude this collection from all sales channels to avoid showing this collection to customers.
Once the collection is created, you can target it for exclusion in the Place Order program. To do this, simply set the condition where the collection title does not contain the phrase "On sale items"
Similar to excluding on-sale items from earning points, you’ll need to create a Shopify collection for the redemption process. However, since Shopify’s discount logic only allows you to apply discounts to specific collections or products, we need to take a different approach. To exclude on-sale items from redemption, create a collection that includes all items that are not on sale.
In your redeeming program, set the applicable collections to this "Not on Sale" collection to ensure that only full-priced items are eligible for points redemption.
If there are both on-sales and full-priced items in the cart, how will it work?
Similar to Shopify’s discount logic, percentage discounts will only apply to eligible items in the cart. For amount-based discounts, the discount will be applied as long as there is at least one full-priced item in the cart.
How can customers know that only on-sales items are excluded?
You can setup this on your loyalty page, and banner on your store. On the widget, we also show which collection this program is applicable for. So, you may want to name your collection name in a way that conveys.
Currently, adjusting a customer's points does not affect their tier status. The customer's tier will only change according to the settings in VIP Tier or if you manually adjust the tier on the customer's detailed information page.
Currently, when the Point Expiration feature is enabled, the expiration of reward points does not affect the customer's tier status. The customer's tier status will only change according to the VIP Tier setting
Yes, you can go to Settings > General > Show Metafields on Shopify admin to show the customer loyalty data inside the Shopify admin via Shopify Metafields
Yes, you can. You can change it inside the Customer edit page. However, this action will not change customer tier or milestone.
If you've uninstalled Joy Loyalty or disabled the meta fields synchronization feature, you may want to remove the remaining data from the Customer page. This is how you can manually do it:
Create the meta field definitions used by our app
First, you go to Settings > Custom data > Customers. In this page, you choose to View unstructured metafields
Assign the correct data types
Look for the two metafields of Joy Loyalty as below and add a definition for them:
For avada_joy.point: You can add whatever name and description for it. For the type, please choose integer.
For custom.joy_tier: You can add whatever name and description for it. For the type, please choose Singe line text
Delete the definitions
Once the definition is created, you can now remove the metafield definitions and Shopify will handle the rest. This process will not take long.
When a customer is excluded, they won’t be able to earn points for any actions on your store.
On each customer profile page, you will see a secondary button at the top of the page to exclude customers from your loyalty program. For now, we only support excluding customers one by one, no mass action support yet.
Later on, you can filter your excluded customers list on the Customers page. These customers will have the type of Left program.
With our user-friendly tools, you can easily export your customer data and import it into Joy. Our system ensures that your data is converted accurately, maintaining clarity throughout the process. If you encounter any issues during the migration, our dedicated support team is available to assist you. Simply reach out to us, and we'll guide you every step of the way.
Our dedicated team provides round-the-clock technical support to ensure you reach your goals hassle-free. Whether it's troubleshooting, guidance, or custom solutions, we're here every step of the way until you're completely satisfied with your experience!
Certainly! Our pricing adjusts according to your company's needs. Get in touch with our 24/7 support team for personalized assistance.
Because we always aim to support merchants, the bigger the brands, the better. After careful consideration, we decided to introduce Joy to the market at a reasonable price point. Just look at our name — I believe that with this price, coupled with a wealth of features, you'll truly experience "Joy".
You have a complete 14-day trial period to explore Joy at no cost. Cancel anytime with just one click. No charges if you uninstall during the trial.
"Entry rewards" are the incentives or benefits that customers receive upon joining a loyalty program or reaching a certain tier within that program. These rewards are designed to encourage customer engagement and retention.y Rewards offer immediate incentives for reaching new tiers. "Entry rewards" are valid for one-time use only.
The main difference between Tier Privileges and Tier New Entry Rewards is in their frequency and application. Tier Privileges offer ongoing benefits, that apply to all purchases once a customer reaches a specific tier. In contrast, Tier New Entry Rewards provide one-time benefits, when customers first achieve a new tier. Privileges sustain long-term loyalty through continuous rewards, while Entry Rewards offer immediate incentives for reaching new tiers.
Redeeming rewards does not affect VIP tier status; customers retain their VIP tier until the reset date, provided they meet the required criteria to avoid demotion.
Customers can reach the next VIP tier by meeting the specified points or spending thresholds within a defined time frame. Progress is evaluated against tier requirements set by the merchant.
Points in the loyalty system are calculated by multiplying the transaction amount by the points-earning rate. The system rounds down fractional points to the nearest whole number for accuracy and consistency.
Shopify allows a total of 5 automatic discounts from all installed apps. If a merchant has 4 from Joy and 1 from another app, they cannot add more Perks-Privileges from Joy.
The new Tiers feature requires merchants to launch in the Launch tab of VIP Tiers. Otherwise, their settings will not be applicable.
Tier Demotion: This feature downgrades a customer's tier after a set period (e.g., 6 months) of inactivity. For example, a Gold tier customer who doesn't make a purchase in 6 months will be demoted to Silver, and further to Bronze if inactive another 6 months.
Tier Reset: This feature resets a customer's tier to the lowest level after a chosen period, regardless of activity or points. You can set the reset period to 6 months or 1 day.
Tier Demotion: This feature downgrades a customer's tier after a set period (e.g., 6 months) of inactivity. For example, a Gold tier customer who doesn't make a purchase in 6 months will be demoted to Silver, and further to Bronze if inactive another 6 months.
Tier Reset: This feature resets a customer's tier to the lowest level after a chosen period, regardless of activity or points. You can set the reset period to 6 months or 1 day.
Yes, you can integrate our widget into your Hydrogen store. Also, you can use our Metafield data to make your own Loyalty landing page. View this post for guideline.
Starting August 2024, all checkout.liquid customizations for Shopify Plus will be removed, forcing merchants to upgrade your store to the latest Checkout Extensibility.
Our Joy Loyalty Program integrates many of these features:
Shopify Functions: We use this for the Free Gift feature and member privilege discounts, which require advanced discount logic.
Checkout UI: This powers the checkout coupons list widget and the checkout redeeming box, making the redemption process seamless.
Thank You Page Extensions: We utilize this for our sign-up widget on the thank you page, encouraging customers to join your loyalty program.
Without upgrading to Checkout Extensibility, your store will not be able to use these features, limiting the potential of your loyalty program.
