Member Points

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With the member points feature, customers are allowed to accumulate points through ongoing purchases and are offered various benefits such as point redemption to cash and gift exchanges. Enhance your online store conversion rate and customer loyalty through these tangible customer rewards.

 

This article will cover the following:

 

⚠️ Before you start, please confirm the plan and module your store is using.

For more details, please refer to Set up the point-earning rule and CRM - Credits | Module Introduction.

 

1. Member point rules

Before setup, please ensure that your online store plan/ module complies with the following conditions before proceeding with the steps below.

Plans: e-Commerce/ Social Commerce/ Retail POS

Module: CRM - Credits

Plan: O2O/ Enterprise

App: Member Points

 

Step 1. Go to the Member Points page

In SHOPLINE Admin, go to [Customer Management] > [Member Points] and switch ON the "Member Points Toggle".

 

Step 2. Set the point-earning rules

Upon switching on the toggle, you can set up rules for earning points under the "Points Setting" section.

 

A. Point Expiry Date

Defined Expiry Date

  • Current Plan: O2O/ Enterprise | App: Member Points

If you select "Defined Expiry Date", the points issued in the current year will expire at 23:59 on the designated expiry date of the following year.


🔖 Example: Suppose the expiry date is set to 31 Dec. and the issuance period is 3 days. If a customer places an order on 29 Nov. 2021, completes the pickup on 1 Dec., and the delivery status of the order is updated to its final status, the customer will receive points on 4 Dec. 2021. These points will then expire at 23:59 on 31 Dec. 2022 of the following year.

  • Plan: e-Commerce/ Social Commerce/ Retail POS | Module: CRM - Credits

If you select "Defined Expiry Date", the points issued in the current year will expire at 23:59 on the designated expiry date of the following year.


🔖 Example: Suppose the expiry date is set to 31 Dec. If a customer places an order on 29 Nov. 2021, completes the pickup on 1 Dec., and the order status shows "Completed", the customer will receive points on 1 Dec. 2021. These points will then expire at 23:59 on 31 Dec. 2022 of the following year.

Never Expired

When "Never Expired" is selected, the points customers earn will never expire. However, the points customers earn before "Never Expired" is selected will still have the original expiry date. Customers can view their points and expiry dates in the Member Center.

If you select "Never Expired", points acquired by members thereafter will not have an expiry date. However, points acquired before the update of this setting will maintain their original expiry dates, and customers can view the expiry dates of each point via Activity Logs in the Member Center

 

B. Available Channel

  • This feature currently only supports the following plans:
    • e-Commerce + Retail POS
    • Social Commerce + Retail POS
    • e-Commerce + Social Commerce + Retail POS
  • If the Member Points Toggle is switched OFF, the options under Available Channel cannot be selected.
  • All changes made to the Available Channel will be recorded in Activity Logs. For more info about the Activity Logs, please refer to Member Points: Activity Logs
Online Store If you check "Online Store," customers can earn member points when placing orders on the online store and when the order status meets the specified conditions.
Retail Store
(POS/ Smart OMO)
If you check "Retail Store (POS/ Smart OMO)," customers can earn member points when checking out and making purchases at the retail store.

 

Step 3. Point Assign Day

A. Plans: e-Commerce/ Social Commerce/ Retail POS | Modules: CRM-credits & points

EN_Step1-1.png

 

Point Assign Day (member point issuance date) is not customizable. Member points will be automatically issued when the order status is displayed as "Completed", hence, no need to set an issuance date.

*Notes: Upon switching the "Member Points Toggle" ON: 

  • The timing of member points and store credits issuance will be synchronized and uniformly sent when the order status shows "Completed".
    To learn more about store credits, please refer to Reward Campaign.

  • This rule was introduced at 14:30 on 24 May 2023. If you have any orders created after this time where you have not yet sent store credits/ member points, it is recommended that you update the order status to "Completed" ASAP. The previously established orders will include the following updates:

Orders where member points have been sent

Points will no longer be issued after the order status is changed to "Completed".

Orders where member points have not yet been sent

  • Scenario 1: Before switching on the toggle, the delivery status has already been changed to "Collected/ Arrived"

Upon switching on the toggle, the system will default to issuing points on the originally set X (date). If you manually change the order status to "Completed" before X, the system will immediately send member points, and there will be no duplicate points sent on X.


🔖 Example:

If you change the delivery status to "Collected/ Arrived" on 10 Sept., set the points to be sent on 20 Sept., and enable this feature on 12 Sept., the system will still send points based on the set date of 20 Sept. However, if you change the order status to "Completed" on 15 Sept., the system will immediately send points, and there will be no additional points sent on 20 Sept.

  • Scenario 2: Before switching on the toggle, the delivery status has not yet been changed to "Collected/ Arrived"

Points will only be sent after the order status is changed to "Completed".


 

B. Current plan: O2O/ Enterprise | App: Member Points

EN_Step1-2.png

 

Point Assign Day (member point issuance date) starts counting the set number of days after the delivery status is changed to "Collected/ Arrived" beginning from the next day.

For example, if Point Assign Day is set to 3 days, then if an order is placed on 29 Nov., and the pickup is completed on 1 Dec. with the delivery status changed to "Collected/ Arrived", the customer will receive points on 4 Dec.

 

*Notes:

  • For established orders that have not yet had points sent (delivery status not changed to "Collected/ Arrived"), the acquired member points will not be displayed in Activity Logs. Once the delivery status of the order changes to "Collected/ Arrived" and points are sent, they will then be displayed in the log.
    For more info on member points displayed in the logs, please refer to Member Points: Activity Logs.

  • If you change the point-earning rules before point issuance, and the delivery status is updated to "Collected/ Arrived," the system will issue points as per the point-earning rules at the time of order creation. If you edit the order amount, the system will prioritize the new amount, but points will still be issued based on the rules at the time of order creation. Further clarification is provided below:
    Event Sequence Action
    1 A merchant set the point-earning rules on 1 March 2022 as follows: Accumulate 10 points for every NT10 spent.
    2 A customer made an NT$100 purchase on 2 March 2022.
    3 The merchant changed the point-earning rules on 3 March 2022 to "Accumulate 1 point for every NT$10 spent" and edited the order amount for this customer to NT$80.
    4 When the delivery status was updated to "Collected/ Arrived" on 4 March 2022, the customer received 80 points.

 

  • The system will send member points after the order's "Delivery Status" is updated to its final status. Please refer to the table below for the final status of each logistics provider:

    Delivery option: Home delivery

    Final status: Arrived

    • YAMATO Cat (T-CAT)
    • HCT Logistics
    • Non-integrated home delivery
    • 7-11 cross-border shipments
    • SF International: Express
    • Ninja Van 
    • POSLAJU 
    • Kerry Express
    • JANIO
    • YunExpress 
    • International/ Domestic postal services 
    • GHTK
    • China/ Malaysia/ Thailand/ Taiwan logistics express delivery

    Delivery option: Custom/ Self-pickup

    Final status: Collected

    • Custom delivery options/ Custom returns
    • Store pick-up
    • 7-11 C2C/ B2C/ C2B/ Map-only/ Non-integrated
    • FamilyMart C2C/ B2C Map-only/ Non-integrated
    • FamilyMart B2C - Refrigerated & frozen parcel service
    • 7-11 non-COD cross-border shipments
    • SF International: Pick-up
    • alfred24 (Alfred Smart Locker)
    • HOP! (House of Parcels!)
    • China/ Taiwan logistics express pick-up
 

Step 4. Point rule descriptions

Under the "Point Rule Explanation" field, fill in the corresponding point rule explanations for the various language versions supported by the online store. This explanation will be displayed on the storefront > [Member Center] > [Member Points].

For more details about the supported language settings for the online store, please refer to Select your shop languages.

 

Step 5. Update

Click Update to save the changes upon completing the steps above.

 

2. Enable the "Earn Points" feature

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

 

Step 1. Switch on the toggle

In SHOPLINE Admin, go to [Customer Management] > [Member Points] and switch on the "Earn Points" toggle.

For more info on member points and tiers, please refer to Set Up Membership Tiers.

  • The "Earn Points" toggle is ON:
    After members make purchases on the online store, they can receive points if they meet the point-earning rules. You can also navigate to the "Membership Tier" page to set exclusive point conversion rules for specific membership tiers.
  • The "Earn Points" toggle is OFF:
    Not all online store members can earn points by making purchases, but you can still go to the "Membership Tier" page to enable the point-earning feature for specific membership tiers. You can set exclusive point conversion rules so that members of that level can receive points when they meet the criteria.

 

Step 2. Conversion rule

Set the conversion rule for point accumulation. For example: earn 1 point for every NT$10 spent, earn 1 point for every NT$100 spent, and so on.

To learn more about the usage and purposes of member points, please refer to: Points Redemption Rules and Usage | Member Points, Member Points Redemption Activities.

For more information on redeeming member points, please refer to Point Redeem to Cash Rules and Instructions | Member Points and Gifts Redemption with Member Points Campaign.

 

3. Other ways to earn points

i. Add/ Deduct points for a single member

In SHOPLINE Admin, go to [Customer Management] > [Customers] and click View of the customer whose points you wish to manage. Then scroll down to the "Member Points" section and click Assign Points.

 

Complete the required fields below, and then click Send to assign points to this member.

Points to be added or deducted To add points, please directly enter the number; to deduct points, add a "-" sign in front of the number (e.g. 5/ -5).
Reasons for adding or deducting points Provide a reason for this point adjustment within 50 characters.
Send notifications
  • Send email:
    Send email notifications to customers who have provided their email addresses AND subscribed to emails; if the customer has not yet entered email info or has not subscribed to emails, the option will be grayed out and cannot be clicked.
  • Send SMS:
    Send SMS notifications to customers who have provided their phone numbers; if they haven't entered their mobile number, this option will be grayed out and cannot be clicked.
  • Preview:
    Preview the content of the upcoming notifications in the tab.

*Notes:

  • After adding/deducting points, you cannot delete or edit related activity logs. Customers can view all points activity logs, along with the reasons for changes, via [Member Center] > [Member Points] upon logging in. Please be sure to confirm before saving.
  • The system does not support sending notifications for point deductions to members.
  • "Send SMS" will incur monthly SMS charges, and each SMS is limited to 160 characters for half-width text or 70 characters for full-width text (including system text). If the text exceeds this limit, another SMS will be sent.

 

ii. Bulk add points (Bulk-deducting points are currently not supported)

Go to [Customer Management] > [Customers], select the customers to whom you wish to assign points, click open the Bulk actions drop-down menu, and select Add points.

 

Complete the required fields below, and click Send to add points to the members.

Points to be added or deducted Please directly input a number (e.g., 5).
Reasons for adding or deducting points Provide a reason for this point adjustment within 50 characters.
Send notifications
  • Send email:
    Send email notifications to customers who have provided their email addresses AND subscribed to emails; if the customer has not yet entered email info or has not subscribed to emails, the option will be grayed out and cannot be clicked.
  • Send SMS:
    Send SMS notifications to customers who have provided their phone numbers; if they haven't entered their mobile number, this option will be grayed out and cannot be clicked.
  • Preview:
    Preview the content of the upcoming notifications in the tab.

*Note: "Send SMS" will incur monthly SMS charges, and each SMS is limited to 160 characters for half-width text or 70 characters for full-width text (including system text). If the text exceeds this limit, another SMS will be sent.

 

 

iii. Bulk add points for a customer group

In SHOPLINE Admin, go to the [Customer Management] > [Customer Group]. Click Create group and set the filter criteria for customers to whom you wish to assign points in bulk. For detailed setup procedures, please refer to Create Customer Group.

 

On the right side of the established customer group, click View List.

 

Upon entering the customer group list page, click open the "Actions" drop-down menu and select Add Points.

 

Complete the required fields below, and click Create to add points to members.

Points to be added or deducted Please directly input a number (i.e., 5).
Reasons for adding or deducting points Provide a reason for this point adjustment within 50 characters.
Send notifications
  • Send email:
    Send email notifications to customers who have provided their email addresses AND subscribed to emails; if the customer has not yet entered email info or has not subscribed to emails, the option will be grayed out and cannot be clicked.
  • Send SMS:
    Send SMS notifications to customers who have provided their phone numbers; if they haven't entered their mobile number, this option will be grayed out and cannot be clicked.
  • Preview:
    Preview the content of the upcoming notifications in the tab.
*Note: "Send SMS" will incur monthly SMS charges, and each SMS is limited to 160 characters for half-width text or 70 characters for full-width text (including system text). If the text exceeds this limit, another SMS will be sent.
 

 

4. Notes

i. Order status restrictions

  • Orders, upon creation, will be subject to the point-earning rules set in Admin. Even if you uninstall the "Member Points" app in [My Apps] after the order is created, as long as the order is "not Cancelled + Collected/ Arrived", the system will still send points to the member.

  • If points have already been issued to the member and later the order status is updated to "Cancelled," the system will not automatically retract the already-sent points. You will need to manually deduct the points after assessing the situation.

  • Customers need to log in as members at the time of placing an order. The member points will only be issued to the member account after the number of days for "Collected/ Arrived" meets the system requirements. If you only check "I want to become a member" at checkout, it will not be considered as a logged-in status. Even if the order amount meets the effective conditions, member points will not be issued.

 

ii. Point issuance restrictions

  • The calculation method for member point issuance involves deducting the amounts of "discounts" and "store credits" and doesn't take into account "delivery fees" and any "payment fees" (consistent with the logic of Order Reward Credits).
  • When customers redeem points for gifts, the system will prioritize deducting points that are closer to their expiry dates.
  • Administrators with access permission for "Customer Management" can only view individual members' point info (same as viewing store credits and membership tiers). If you want the administrator to be able to manually send points, please enable the "Member Points" permission for them.
  • When customers earn points (by creating orders or assigned manually by merchants), the system will send an email notification to the customer. If SMS notification is enabled, the customer will also receive a notification via SMS.

    *Notes:
    • Email notifications will only be sent to members who "have provided an email address AND selected to subscribe to emails."
    • If the SMS feature is enabled, SHOPLINE will charge you a monthly fee for sending SMS.
    • Go to Admin > [Settings] > [Custom Notification] to enable/disable the SMS feature. For further details about this feature, please refer to Custom Notifications - Member Related.

 

iii. Offline retail stores (POS & Smart OMO)

  • Customers can earn points through orders created by POS.

  • Manually inputting in-store purchase amounts for members in Smart OMO is supported. If this amount meets the member points issuance conditions, the member will receive points. For more information, please refer to Enter Spending Amount | Smart OMO.

 

 

 

 

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