Member Points

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

In this article, you'll find:

• Member point rules
  • Merchants using the e-Commerce/ Social Commerce/ Retail POS plan
  • Merchants using the O2O/ Enterprise plan
• Enable the "Earn Points" feature
• Other ways to earn points
• Notes

⚠️ 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 enable the "Member Points Toggle".

Step 2. Set the point-earning rules

Once enabled, you can set up rules for earning points under the "Points Setting" section.

*Note: The "Fixed Days" option for the point expiry date is a new feature and will be available soon.

i. Point Expiry Date

*Note: Point expiration times are based on your store's time zone.

ii. Available Channel

*Notes:

• This feature currently only supports the following systems:
  • 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. 

Step 3. Point Assign Day

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:

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. Please refer to the table below for more details. Click on the image to enlarge it for better viewing.

Module	CRM - Credits	CRM - Membership + CRM - Credits
Feature differences	The Member Points page will display the "Earn Points" section. Only supports switching ON/OFF the Member Points Toggle; the individual point accumulation feature is not supported. Does not support setting up membership tiers.	The Member Points page will display the "Earn Points" section. The Member Points Toggle and the Earn Points toggle can be individually switched ON. Supports setting different point accumulation rules for members of each tier on the Membership Tier page.
Admin UI

Step 1. Switch on the toggle

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

*Notes:

• When the order status changes to "Completed", the system will send the member points to the customer. If the "Member Points Toggle" is switched off, member points will not be sent.
• 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.

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.

Click the image to view in full-screen	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).
	Expiry date	Enter a validity period or select "Never expires".
		[Coming Soon] You can select Defined Expiry Date, Fixed Days, or Never Expires.
	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 AND subscribed to SMS; if they haven't entered their mobile number and subscribed to SMS marketing, 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.

Click the image to view in full-screen	Points to be added or deducted	Please directly input a number (e.g., 5).
	Expiry date	Enter a validity period or select "Never expires".
		[Coming Soon] You can select Defined Expiry Date, Fixed Days, or Never Expires.
	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 AND subscribed to SMS; if they haven't entered their mobile number and subscribed to SMS marketing, 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.

Click the image to view in full-screen	Points to be added or deducted	Please directly input a number (i.e., 5).
	Expiry date	Enter a validity period or select "Never expires".
		[Coming Soon] You can select Defined Expiry Date, Fixed Days, or Never Expires.
	Estimated sending time	Select "Send immediately" to send upon creation, or schedule it for a specific hour at least 2 hours later.
	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 AND subscribed to SMS; if they haven't entered their mobile number and subscribed to SMS marketing, this option will be grayed out and cannot be clicked. Preview Preview the content of the upcoming notifications in the tab.

iv. member points reward campaign

In the SHOPLINE Admin, go to [Promotions & Reward] > [Reward Campaign]. Click the add button. For detailed information, please refer to Reward Campaign.

*Note: The expiry dates of the member points sent via reward campaigns can be customized and are not subject to the expiry date rules.

Reward member points will be sent when the order status changes to "Completed." If an order has multiple reward campaigns applied, the member points will be recorded separately, as the set expiry dates may differ.

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

• If the system sends member points while the store is "Closed," the points will not be automatically sent, except for orders from offline retail stores (POS & Smart OMO).
• 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 being 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.

Read more

• Point Redeem to Cash Rules | Member Points
• Member Points: Activity Logs