Member Points

With this Member Points feature, you can give points to your members so that they can redeem them for cash. This allows merchants to create an effective member engagement strategy that boosts customer loyalty.

 

In this article, you will be introduced to the following:

• Set up the points-earning rule
• The "Earn Points" feature toggle
• Set up Point Redeem to Cash
• Assign points to the customers
• Checkout page and Member Center page 
• Member points record
• Completed status by provider/delivery option
• Notes

⚠️ Before you start, please be reminded: First confirm the plan/ module your store is using. For further details, please refer to 1. Set up the point-earning rule, CRM - Credits | Module Introduction.

 

1. Set up the point-earning rule

Step 1. Confirm the plan of your store

In SHOPLINE Admin, go to [Hello, OOO] > [My Subscription & Billing] to view details of your current plan and modules. 

• There are "Plans" and "Modules" under "Paid Subscription". Please first check if your store is using the "CRM - Credits" module. If so, proceed to Step 2 to set it up.
  
  
  
• If you are using the Basic, Advanced, Premium, O2O, or Enterprise plan (as shown below), please confirm whether your store is using O2O or Enterprise plan.
  
  
  If so, please go to [Apps] > [Apps Store] and install the Member Points app. 
  
  

 

Step 2. Go to the Member Points page 

In SHOPLINE Admin, go to [Customer Management] > [Member Points] to set up your store's points-earning rules. Switch ON the toggle for member points.

 

Step 3. Points earning rule

A. Spend-to-points exchange rate

For example, if $10 = 1 point, customers will get 10 points when they spend $100 on an order. 

 

B. Points Expiry Date

• You can set an expiry date for member points. By default, points will be expired at 23:59 of the expiry date next year.
  For example, you have set the expiry date on 31 December and the assign day as 3 days. If a customer placed an order on 29 November, 2021, after the delivery is completed on 1 December, and the delivery status of the order is changed to "Collected/Arrived," the customer would receive points on 4 December and the points would be expired next year at 23:59 on 31 December 2022.
• You can also set member points to "Never Expired". Customers' new points obtained after this setting will no longer have an expiry date. Points offered before the setup will still be bound to the expiry date. Customers can check their points in "Member Points" tab in the Member Center.
  
  

 

C. Available Channel

Merchants can select whether members can earn membership points by making a purchase at retail stores. The system defaults that both online and retail stores are available for earning points. In case the merchant does not wish to offer member points for customers spending at retail stores, click and uncheck the box for "Retail Store". 

*Note: 

• This feature is only available when the member points toggle is ON. 
• This feature currently only supports a) e-Commerce + Retail POS; b) Social Commerce + Retail POS; or c) e-Commerce + Social Commerce + Retail POS plans.
• Any change to the settings will be recorded in the activity log as shown below:

 

Earn member points with Smart OMO

Smart OMO will now support earning Member Points. Check the box for "Retail Store(POS / Smart OMO)" as the available channel to earn member points in Smart OMO.

 

D. Points Assign Day

*Please note that Points Assign Day only applies to merchants using the Basic, Advanced, Premium, O2O, Enterprise, or Cross Border plan.

Set up the number of days to assign points after the order delivery status has changed to "Arrived/Collected".

For example, you have set up a rule to assign points 3 days after an order is changed to "Collected" or "Arrived." If an order is created on 29 Nov, and the order status is changed to "Collected" or "Arrived" on 1 Dec, then the member will receive the points on 4 Dec. (i.e., 12/1 +3 days).

 

Auto-assign member points and credits when an order is "Completed"

*Please note that this assigning rule only applies to merchants using the e-Commerce/ Social Commerce/ Retail-POS plan.

Once this feature is switched on, member points and credits will be automatically assigned to members when the order status is changed to "Completed."

 

The checkout page will display "Points earned after completed" during checkout.

 

Go to Admin Panel > [Order Management] > [Orders], and click on any order to check the details and view the "Points earned after completed" notification.

 

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

• Orders whose member points have already been assigned: When the order status is changed to "Completed," member points will not be assigned again.
• Orders whose member points have NOT been assigned:
  • The order delivery status has been changed to "Arrived/Collected" before the feature is on:
    • After the feature is on, the system will assign member points on day X as you previously set. If you change the order status to "Completed" before day X, member points will be assigned immediately and will not be assigned on day X.
      Ex: Merchant changes the order delivery status to "Arrived/Collected" on 9/10 and sets the Point Assign Day on 9/20. If the merchant turns on the feature on 9/12, member points will still be assigned on 9/20. If the merchant changes the order status to "Completed" on 9/15, member points will be assigned immediately and will not be assigned on day 9/20. 
  • The order delivery status has NOT been changed to "Arrived/Collected" before the feature is on:
    • Member points will be assigned when the order status is changed to "Completed".

*Note:

• When the feature is switched on, the "Points Assign Day" feature will not be available to merchants.
• After this feature is switched on, member points and credits will be assigned when order status changes to "Completed." For more details on the updated rules of credit assigning, please refer to this article.
• 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."

 

E. Points Rule

Merchants can set up the store support language in [Settings] > [Basic Settings]. They fill in the point rules in the supporting language. The rules will be shown in the Member Points tab under the Member Center at the storefront. It's recommended that you list out and explain the point-earning rules in detail to your customers.

After everything is set, don't forget to click the Update button to save your changes.

 

2. The "Earn Point" feature toggle

*Note: This feature is only available for merchants with both "CRM - Membership" and "CRM - Credits" modules.

A toggle switch for the "Earn Point" feature will be added on the "Member Points" page.

• Enable the feature: All members can get points if they meet the point-earning rules. You can also go to the "Membership Tier" page to set exclusive point conversion rules for different membership tiers. 
• Disable the feature: Not all members can earn points by making purchases. You can still enable the earn point feature and exclusive conversion rules for different membership tiers. Members of the specific tier can get points when their purchase reaches the goal. 

 

Please fill in the conversion rule if you enable this feature.

*Note: Please refer to this article if you wish to set up exclusive point conversion rules for different membership tiers.

 

3. Set up Point Redeem to Cash 

With this feature enabled, customers can convert earned points into a cash discount on their order. Merchants can set the rules for converting points to cash and set the conditions and limitations for redeeming points.

• Redeem to Cash: Set the points-to-cash conversion rule, e.g.: Every 10 points = $1.
• Apply point discount condition: Set the minimum purchase for the point discount, e.g.: customers only redeem the points for orders over $200. This calculation is set to round up by default.
• The maximum amount of points discount: Set the maximum discount amount a customer can redeem using points either in a currency amount or a percentage. 

*Notes:

• The maximum account of point discount means the maximum amount of cash deductible instead of points. Since each store has different points conversion, merchants should set it according to the redeem conversion rule.
• Products that are excluded from order-level discounts will also be excluded from the point discount. For more information about products that are not applicable to order-level discounts, please see: Exclude product from order-level discount.
• Member points limitation set in the Admin will not apply to Smart OMO. When enabling Point Redeem to Cash, the discount rule, discount condition, and maximum amount of discount are not applicable to Smart OMO. For more detailed information, please refer to the following FAQ.
• When using Point Redeem To Cash, in case of order splitting, the system will automatically allocate the redeemed points in parent and child orders. Please see this article for details.

 

4. Assign points to customers 

i. Manually assign/ deduct points 

In SHOPLINE Admin, go to [Customer Management] > [Customers]. Click View next to the customers you wish to assign points, then go to Member Points and click Assign Points.  

 

You can add or deduct (by entering a negative number) the points for customers here. The reason for adding or deducting the points field is required.

At the bottom of the prompt window, you will find checkbox options for Send Email and Send SMS. Also can click Preview to check the content you're going to send out in another tab.

• Send Email: This will send an email notification to those customers that have provided an email address. If a customer does not have an email address, this option will not be available and the field will be grayed out.
• Send SMS: This will send an SMS notification to those customers that have provided a phone number. If a customer does not have a phone number, this option will not be available and the field will be grayed out.

*Notes:

• After adding/deducting member points, merchants cannot delete or modify the record. A record of the points change will be shown to the customers at their Member Center. Please confirm before clicking "Save."
• The system does not support sending point deduction notifications to members.
• Sending an SMS will incur a monthly charge. Max. of 160 English characters or a mix of 70 English and Chinese characters (system text included) are allowed per SMS. A message with characters exceeding the limit will be sent out with more than 1 SMS.

 

Preview Page

1. Preview E-mail content
   
   
   
2. Preview SMS content 
   

 

ii. Bulk assign points (bulk deducting points is currently not supported)

Go to [Customer Management] > [Customers] and check the boxes next to the customers to that you want to assign points. Click on the Bulk Actions dropdown menu and select Add points.

 

Complete the required fields below, then click Save to add points for members:

• Points to be added for each customers 
• Reason for adding points 

• Send notifications: Check the options for Send Email and Send SMS. You will find the number of recipients next to the options. Click Preview to check the content you're going to send out in another tab.
  

  • Send Email: This will send an email notification to those customers that have provided an email address.
  • Send SMS: This will send an SMS notification to those customers that have provided a phone number. 

*Note: Sending an SMS will incur a monthly charge, max. of 160 English characters or a mix of 70 English and Chinese characters (system text included) are allowed per SMS. A message with characters exceeding the limit will be sent out with more than 1 SMS.

 

Bulk assign points for Customer Group 

Bulk assigning points in the customer list is still supported after the release of the Customer Group feature. Please refer to the following steps for assigning points to a specific customer group:

Go to the [Customer Management] > [Customer Group]. Click Create group and set the filter criteria for customers who want to assign points in bulk. Please refer to this article for the setup procedures.

 

Click the arrow next to "Actions" of the customer group and select Add Points.

 

Complete the required fields below, then click Save to add points for members:

• Points to be added for each customer 
• Reason for adding points 

• Send notifications: Check the options for Send Email and Send SMS. You will find the number of recipients next to the options. Click Preview to check the content you're going to send out in another tab.
  

  • Send Email: This will send an email notification to those customers that have provided an email address.
  • Send SMS: This will send an SMS notification to those customers who have provided a phone number. 

 

5. Checkout page & Member Center page

i. During checkout

Customers are able to apply points and view the remaining points in their order on the checkout page.

Under the maximum amount limit and point discount rule, the system will deduct the maximum amount of points by default.

To change the amount of points to be deducted:

• a. Click on Applied Point Discount
• b. Enter the number of points you wish to apply (If customers input 0 and click Apply, no points will be applied to this order)
• c. The total amount will be recalculated. 

 

For example, click Applied Point Discount and enter 200 in the box, then click Apply. The system will calculate and convert the point to the cash amount ($20). There are 600 points remaining. 

Likewise, if the customer does not want to use the point, just enter 0 and click Apply.

*If the entered point amount is not a multiple of the discount unit, the system will automatically recalculate.

Example:

The discount rule is $1 for every 10 points. If you enter 15 points, 10 points will be automatically applied, and 20 points if enter "23" points; if you enter less than 10 points, a prompt "At least 10 points must be entered" will appear.

 

ii. Calculation of the order amount 

Item Subtotal: Sum of (Unit Price x Quantity).

Discount Applied: The sum of the discounts that have been applied (free shipping not included).

Applied Store Credits: The calculation is based on the rule set by the merchant and the amount of members’ store credits.

Applied Point Discount: The calculation is based on the rule set by the merchant and member's point redeemable to cash. 

Delivery Fee: The delivery fee amount, or free shipping.

Total = Item Subtotal - Discount Applied - Applied Store Credits - Applied Point Discount + Delivery Fee

 

*The application of member points will be determined based on the order subtotal after deducting the discount and store credits.

📖 Example:
Given the point discount rule: When the order reaches $200, the point discount limit is $100.
After deducting the discount and the store credits, if the subtotal reaches the limit of $200, customers can bring in their member points for further discounts.

 

*If the maximum amount of point discount for each order is set to X% of the total amount, the decimal point in the discount of points will be rounded up.

📖 Example:

The maximum amount of point discount is 2% per order. The customer's order amount is $864(after deducting discounts and store credits) = 864*2%= $17.28

This point discount will be rounded up to the value of $18, equivalent to points. (Given the point redemption rule is $1 for every 10 points, $18 is equivalent to 180 points.)

 

iii. Check and apply member points with Smart OMO

Smart OMO now supports checking and applying member points! In Smart OMO's Member Profile, staff members can look up customers' points and apply the points for them in the retail store. For more information, please refer to the following FAQ.

 

iv. View the member points tab in the Member Center 

Customers can view their points history on the storefront. Upon logging in, go to [My Account] > the [Member Points] tab to view the point balance, the cash equivalent to the points, the expiry date of the points held, the rules for member point redemption, the point usage history, and more.

 

6. Member points record

i. Check members' points record

Go to [Customer Management] > [Customers] and click View to check a member's information. Scroll to the bottom of the window you will see the points balance, and the expiry date. 

If there are points gained after setting up "member points never expired", the newly gained member points will be listed separately.

 

You can see records of added and deducted points in the log, as well as who made the changes.

 

In case of order splitting, the system will first revert the member points redeemed by the original order, then allocate the member points to the parent and child orders for cash redemption. 

 

ii. View the member point setting log 

In the activity log, merchants can view all the changes in the point rule setting, points redemption condition, expiry date settings, and the person in charge of the changes, date, and time.

 

iii. Export order report including member points

Go to [Order Management] > [Orders]. Click the More Actions button and select Export Order Report. Merchants can select the fields they wish to export according to their needs.

 

7. Completed status by provider/ delivery option

Member points will be applied after the Delivery Status of an order is changed to final. The assignment of member points depends on the Point Assign Day interval set by merchants.

The final delivery status will be different depending on whether an order is delivered directly to a customer (Arrived) or picked up by a customer (Collected). This depends on the logistics provider and delivery option used for an order. For more details, please see below:  

Delivery options with the final delivery status "Arrived":

• Tcat (delivery) 
• HCT Logistics (delivery)
• Non-integrated delivery options
• 7-11 cross-border (delivery) 
• SF Express (integrated) Delivery type: Express
• Ninja Van 
• POSLAJU 
• Kerry Express
• JANIO
• YUN Express 
• International/domestic post 
• GHTK
• China to Malaysia/Thailand/Taiwan specialist logistics options (delivery) 

Delivery options with the final delivery status "Collected":

• Custom shipping/ Custom return 
• Pick-up in store
• 7-11 C2C/B2C/C2B FMT-only emap (non-integrated)
• FamilyMart C2C/B2C FMT-only emap (non-integrated)
• FamilyMart B2C - Refrigerated 
• 7-11 cross-border (non-C.O.D.)
• SF Express (integrated) Delivery type: Pickup
• Alfred Smart Locker
• HOP!
• China-Taiwan specialist logistics (pickup) 

 

8. Notes

Order status restrictions

• When the membership point rules are set, the order will be bound to the point rules set in the Admin. After the application is uninstalled, when customers pick up the order created before uninstallation, as long as the order is not "Cancelled" + "Collected"/ "Arrived", they will still receive points.
  
  
• Orders that are created but have yet to change their delivery status to "Collected" or "Arrived" will not trigger to give out the member points. The assignment will not be found in the Point History. The assignment history will only appear in the Point History when the delivery status changes to "Collected" or "Arrived" and the points are assigned.
  
  
• Once the credits/ points assigning time changes to order completion, when the order status changes to "Completed," credits and member points will be assigned simultaneously.
  
  
• If points have already been assigned to members and the order status is subsequently updated to "Cancelled," the system will not automatically retract the points that have been issued. You will need to manually deduct the points after evaluating the situation.
  
  
• Customers must log in as a member "immediately" when placing an order. Member points will only be credited to the member's account when the specified number of days of "Collected/ Arrived" has met the system's requirements. If you only check "I want to become a member" at checkout, that will not count as a successful login, and even if the order amount meets the eligibility criteria, you will not receive member points.

 

Point issuance restrictions

• The calculation method for member point assignment involves deducting the amount of "discounts" and "credits," and it does not include "delivery fees" and any "additional charges" (consistent with the logic behind Order Reward Credits).
  
  
• Editing the order amount will change the points amount to be assigned. When the delivery status is updated to "Arrived" / "Collected", points will be assigned based on the rule during the order creation time. If the order amount has been modified, points will be adjusted by the latest order amount and assigned based on the rule during the order creation time. Below are some examples.
  

  Order	Action
  1	A merchant set the points accumulation rule on March 1, 2022, as follows: Accumulate 10 points for every $10 spent.
  2	A customer spent $100 on March 2, 2022.
  3	On March 3, 2022, the points accumulation rule was updated by the merchant to "Accumulate 1 point for every $10 spent. The customer's order amount has been modified to $80.
  4	The delivery status was updated to "Collected"/ "Arrived" on March 4, 2022, and the customer received 80 points.

  
  
• When customers use the points to redeem gifts, the points with a closer expiry date will be used first.
  
  
• Staff with access permission to Customer Management can only view the points information of an individual member (same as viewing store credit and membership tier.) Only staff with permission to access Member Points can assign points to customers.
  
• When customers earn points (by creating orders or assigned manually by merchants), they will receive an email notification. 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 of the feature please read Custom Notification.

    

 

Offline retail stores (POS & Smart OMO)

• Customers can earn points through orders created by POS.
  
  
• Support manually input members' store spending amount on Smart OMO / the upcoming Smart OMO. The member will receive the points if the amount meets the condition of assigning member points. Please refer to Enter Spending Amount | Smart OMO for further details.