Order Reward Credits

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Merchants can create promotional campaigns with discount incentives to maximize their sales and profit. You can auto-reward store credits to members who purchased a certain minimum amount at your shop and encourage your members to continue spending at your shop next time.

 

This article will cover the following:

 

⚠️ Before you start, please be reminded:

 

1. Set up reward credits

Step 1. Enable the feature

In the SHOPLINE Admin, go to [Customer Management] > [Store Credits]. Switch on the toggle for Order Reward Credits.

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Step 2. Set up Order Reward Credits

You can set up the purchase condition (minimum amount for each order), credit amount, and validity period for order reward credits. If there is no validity period and the credits will not expire, check th "Never expires" box.

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You can set either "Discount Amount" or "Percentage %" as your credit type.

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i. Discount Amount

When you set "Discount Amount" as your credit type, you can decide whether to "Cumulative Reward Credits."

  • If the setup is "Spend $1,000 and get 100 credits" and "Cumulative Reward Credits" is checked, a customer will receive 100 credits when spending $1,000, 200 for spending $2,000, and so forth.
  • If the setup is "Spend $1,000 and get 100 credits" and "Cumulative Reward Credits" is NOT checked, whether the customer spends $1,000 or $2,000, they will only receive 100 credits.

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ii. Percentage %

When you set "Percentage %" as your credit type,

  • Suppose a customer spends $1,000, they shall get 1,000*5%= 50 credits. Spend $2,000 and they will get 2,000*5%= 100 credits.

    *Note: Credits will be rounded to an integer.

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Once you're done with your setup, click Update to save the changes. The system will send email notifications to notify member(s) of the credits rewarded, and the credits rewarded will also be recorded in the credit history.

*See the end of this article for relevant notes.

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2. Set up reward credits through membership tiers

*Note:

  • This feature is available for merchants using O2O/Enterprise/Cross-Border plans.
  • This feature is only available for merchants with both "CRM - Membership" and "CRM - Credits" modules.

You can also set up reward credits according to the membership tiers. This way, you can boost repurchase rates by encouraging customers to reach certain membership tiers and strengthening customer loyalty towards the brand.

*Please apply this feature by reaching the Online Merchant Success Team in the dialogue window at the bottom right of the store Admin page (only for merchants using the old plan). The process will take about 2 working days. You will be notified online after you complete it, and the following settings can be made.

 

Step 1. Go to membership tiers settings

In the SHOPLINE Admin, go to [Customers Management] > [Membership Tier]. Click More Action > Edit next to the member tier to set up reward credits. 

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Step 2. Switch on the feature toggle

Switch on the toggle for Order Reward Credits and proceed to set up. Click Update to save the settings. 

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*Note:

1. So long as the Order Reward Credits toggle via [Customer Management] > [Store Credits] has been enabled, it is automatically applicable to all membership tiers.

2. When setting up Order Reward Credits in the membership tier, it would replace the original "Order Reward Credit" settings via [Customer Management] > [Store Credits], regardless of whether the amount of membership-tier Order Reward Credits is lower than that of the regular members.

3. If the toggle via [Customer Management] > [Store Credits] is switched off, but the toggle in the membership tier is "ON," customers in the particular membership tier would still receive credits.

4. The setup records would be in [Customer Management] > [Membership Tier] > [Logs] instead of [Customer Management] > [Store Credits].

5. If the staff has permission to access the Store Credits page but not Membership Tier Settings, they will not be able to set up Order Reward Credits by tier.

6. If the staff can access Membership Tier Settings but not the Store Credits page, they can set up Order Reward Credits by tier.

 

3. Reward credit reminder on the storefront

i. When the cart is ineligible for Order Reward Credits

Once you set up Order Reward Credits in the Admin, if the shopping cart doesn’t meet the purchase condition of Order Reward Credits, a reminder will appear under "More promotions are waiting for you to enjoy:" in the customer's shopping cart (as shown below).

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The wording of the reminder will vary according to the credit type as listed below:

  • Credit type: Discount Amount with non-cumulative reward
    Get NT$XX credits over NT$XX – Buy NT$XX more to get the offer
  • Credit type: Discount Amount with cumulative reward
    Get NT$XX credits for every NT$XX – Buy NT$XX more to get the offer
  • Credit type: Percentage %
    Get XX% credits over NT$XX – Buy NT$XX more to get the offer

 

ii. When the cart is eligible for Order Reward Credits

A. Auto-assign credits when the payment status changes to "Paid"

*Please note that this distribution rule only applies to merchants using the Basic, Advanced, Premium, O2O, Enterprise, or Cross Border plan.

If a member makes a purchase while logged in and the shopping cart meets the Purchase Condition for receiving Order Reward Credits, the "Applied Promotions" section will display the "Reward Credits" that have been applied. In addition, the "Order Summary" section will show the amount of Store Credits the customer will receive upon checkout, as illustrated below.

*Note: The reminder is for informational purposes only. The system will only distribute the Store Credit to customers who meet the distribution qualification after they have "completed the payment". 

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The reminder wording will be different according to the credit type as follows:

  • Credit type: Discount Amount with non-cumulative calculation
    Get NT$XX credits over NT$XX                    + NT$XX credits
  • Credit type: Discount Amount with cumulative calculation
    Get NT$XX credits for every NT$XX            + NT$XX credits
  • Credit type: Percentage %
    Get XX% credits over NT$XX                         + NT$XX credits

 

B. Auto-assign credits and member points when the order status changes to "Completed"

*Please note that this assigning rule only applies to merchants using the e-Commerce/ Social Commerce/ Retail-POS plan. To learn more about how to apply a reward campaign and give Credits, please refer to this article

Once this feature is switched on, credits and member points will be automatically assigned to members when the order status is changed to "Completed." The checkout page will display "Credits earned after completed" during checkout.

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Once the feature is switched on, your established orders will also have the following updates:

  • Orders whose credits have already been assigned: credits will not be assigned again when the order status is changed to "Completed." 
  • Orders whose credits have NOT been assigned: credits will be assigned when the order status is changed to "Completed."

*Note:

  • After this feature is switched on, credits and member points will be assigned when the order status is changed to "Completed." Please refer to this article for more details on the updated rules of member point assigning.
  • This feature is released at 14:30 on 24 May 2023. If you have orders whose credits/points haven't been assigned after the aforesaid time, it is highly recommended to change the order statuses to "Completed." For more info, please refer to Reward Campaign | Store Credits

 

4. Notes

  • If you have previously enabled the "Order Reward Credits" feature and set related conditions when you activate the "Reward Campaign" feature, the system will migrate the configured content to the "Reward Campaign" tab and hide the "Order Reward Credits" section, replacing the "Order Reward Credits" with "Reward Campaign." You can go to [Reward Campaign] to view the settings of "Available Group/ Reward and Condition."

    If you would like to learn more about "Reward Campaign," please refer to the following articles: Reward Campaign | Store Credits and Apply Reward Campaign and Give Credits | Store Credits.

  • Supports manual input of members' store spending amount on Smart OMO. The member will receive store credit if the amount meets the credit issuance conditions. Please refer to Enter Spending Amount | Smart OMO for more details.

 

*The following conditions must be met for the system to issue credits:

 

Order status restrictions

  • The system will only assign credits to members when the order status is Paid and has met the reward credit conditions. 
    • If the unpaid order is edited/split in the unpaid state, the system will determine whether to send the reward credits according to the new order amount after the parent order is updated to Paid.
    • Child orders (order numbers ending with A to Z) will not be processed after the order is split.

  • The rule for assigning the Order Reward Credit is when the payment status of the member's order is changed to "Paid," the system will verify whether a member had logged in when the order was created and if the order amount met the Order Reward Credits conditions, and credits will be issued under such conditions.
    Scenario 1

    A merchant enabled Order Reward Credits on March 1, 2022, with the condition of "Get $100 reward credits for orders over $500."

    A customer placed an order of $1500 on March 2.

    When the customer made a payment on March 4 and the order status was adjusted to "Paid," $100 credits would be rewarded.

    Scenario 2

    A merchant enables Order Reward Credits on March 1, 2022, with the condition of "Get $100 reward credits for orders over $500."

    A customer placed an order of $1500 on March 2.

    But on March 3, the merchant adjusted the condition to "Get $200 reward credits for orders over $1000."

    When the customer made a payment on March 4, and the order status was adjusted to "Paid," $100 credits would be rewarded (the Order Reward Credits will be issued based on the conditions when the order was created).



  • Once the Order Reward Credits are offered to the customer, even if the order status is updated to "Cancelled," the system will not retract the credits automatically. Merchants will need to deduct it manually case by case. 

  • If the payment status of a customer's order is changed to "Paid" while a store is closed, the system will not automatically issue Order Reward Credits. 

 

Credit issuance restrictions

  • Order Reward Credits apply exclusively to members; members must be logged in during checkout to be rewarded. If the customer checks "I want to become a member" during checkout, that does not qualify, and thus, even if the order amount meets the minimum purchase condition, the customer will not receive reward credits.

  • The order amount after the discount (i.e. order-level/ product-level discounts, member tier discounts, and store credits) excluding delivery fees and additional charges will only trigger the issuance of Order Reward Credits if it meets the set minimum spending threshold.

  • The Order Reward Credits feature does NOT support manual orders created in the Admin ([Order Management] > [Order]). Please assign the reward credits manually after creating orders for customers in this way. The feature supports manual orders created under Social Commerce. When this kind of manual order meets the purchase condition, and its subsequent order status meets the condition, the store credits will automatically be assigned to the customer.

  • Customers who have provided an email address and subscribed to emails will receive email notifications when the Order Reward Credits are issued. If the SMS feature is enabled, customers will also receive SMS notifications.

    *Note:

    • If the SMS feature is enabled, SHOPLINE will charge you a monthly fee for sending SMS.

    • Please go to Admin > [Settings] > [Custom Notification] to enable/ disable the SMS feature. For details on the feature, please read Custom Notification.

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