--- title: "Loyalty" description: "Run a loyalty program where customers earn credits and spend them on rewards." url: "https://docs.poltura.com/en/marketing/loyalty/" lang: en alternates: en: "https://docs.poltura.com/en/marketing/loyalty/" hu: "https://docs.poltura.com/hu/marketing/loyalty/" --- # Loyalty Run a loyalty program where customers earn credits and spend them on rewards. - Where: Loyalty With the loyalty program, customers earn credits for ordering, signing up and writing reviews, and spend them on rewards such as a discount or free shipping. Credits are a whole number of points, separate from money. **Loyalty** has four pages: **Overview**, **Members**, **Rewards** and **Settings**. ![The Loyalty overview with the Set up your program checklist, the credit totals and the Program enabled switch at the top right](https://docs.poltura.com/screenshots/en/marketing/loyalty.webp) _The checklist counts the steps that are done._ ## Start the program The **Overview** page shows a **Set up your program** checklist until the three steps are done. 1. Open **Loyalty**. 2. **Choose how customers earn**: select **Ways to earn** and turn on at least one way. See [Settings](https://docs.poltura.com/en/marketing/loyalty/#settings). 3. **Add a reward**: select **Add reward** so customers have something to spend credits on. See [Rewards](https://docs.poltura.com/en/marketing/loyalty/#rewards). 4. **Turn on the program**: use the **Program enabled** switch at the top of the page. 5. The status changes to **Active** and the checklist disappears. Customers start to earn from their next order or sign-up. Once the program runs, the overview shows **Outstanding credits**, **Members**, **Issued / redeemed** for the last 30 days and **Unclaimed guest credits**, followed by **Recent activity**. ### Pause the program Switch **Program enabled** off and confirm with **Pause program**. Customers keep their balance but stop earning, and rewards cannot be redeemed while the program is paused. You can turn it back on at any time. ## Members **Members** lists everyone with a credit balance or history: **Customer**, **Email**, **Type** (**Account** or **Guest**), **Balance**, **Pending**, **Lifetime** and **Last activity**. Search by name or email. Select a member to see their **Credit balances** (**Balance**, **Pending**, **Lifetime earned**, **Next expiry**), the **Ledger** of every change and their **Reward codes**. **View customer** opens the customer's page. ### Adjust a member's credits 1. Open **Loyalty**, choose **Members** and select the member. 2. Select **Adjust credits**. 3. Choose the **Adjustment type**: **Add** or **Deduct**. 4. Type the number of **Credits**. The form shows the current and the new balance. 5. Choose a **Reason**: **Goodwill**, **Correction**, **Promotion**, **Migration** or **Other**. With **Other**, an internal note is required. 6. Confirm with the **Add** or **Deduct** button. The change appears in the ledger as **Added by admin** or **Deducted by admin**. Customers never see the internal note. You cannot deduct more than the member's balance. ## Rewards **Rewards** lists what customers can spend credits on, with **Type**, **Cost**, how often each was **Redeemed** and an **Enabled** switch. 1. Open **Loyalty**, choose **Rewards** and select **Add reward**. 2. Choose the **Reward type**: - **Amount off**: a fixed discount on the order. Fill in **Amount** and **Currency**. - **Percentage off**: a percentage off the order. Fill in **Percentage**. - **Free shipping**: the code removes shipping costs from one order. - **Free product**: one unit of a product for free. Choose the **Product**. 3. Set the **Cost** in credits. Pick a suggested value or use **Custom cost**. 4. Under **Code valid for**, type how many days the code works after redemption, up to 365. 5. Type the **Customer-facing name** and, if you like, a **Description**. 6. Leave **Offer this reward** on and select **Add reward**. The reward appears in the list and on the storefront. When a customer redeems a reward, the credits are deducted and they get a single-use discount code tied to their account. They enter it at checkout like any other code. To change a reward, open its menu and choose **Edit**. To hide it for a while, switch **Enabled** off. **Delete** removes it for good; codes that customers already redeemed keep working until they expire. ## Settings **Settings** decides how customers earn credits and how long they keep them. Select **Save** when you are done; **Discard** drops unsaved changes. **Ways to earn** - **Place an order**: credits per amount spent, set per currency. Use **Add currency** for each currency you sell in. Credits are counted on the item subtotal after discounts, without shipping, tax and gift cards. - **Create an account**: credits once, for signing up. - **First order**: credits once, for the first order. - **Write a product review**: credits for each approved review, with a monthly **Limit**. See [Reviews](https://docs.poltura.com/en/products/reviews/). **Program settings** - **Pending period**: the number of days before order credits become spendable, up to 90. Set it to cover your return window. - **Expiry**: **Never**, or **After inactivity** with **Months without activity**, up to 60. After that the whole balance lapses. - **Guest claim window**: the number of days a guest has to create an account and claim their credits, from 7 to 365. Program settings apply to credits earned from now on. ## Good to know - Order credits stay pending until the pending period ends. Canceling an order voids its pending credits, and credits that already became available are reversed, so a balance can go below zero. - A received return reverses credits in proportion to the returned value. See [Handle a return](https://docs.poltura.com/en/returns/handle-a-return/). - Sign-up credits stay pending until the customer's first order has matured. - Guest orders earn too. The credits wait on the guest's email address until they create an account with that address and verify it. - On the storefront, customers find their balance, rewards and codes on the rewards page of their account, and the cart shows how many credits an order earns. - Reward codes do not appear in the [Discounts](https://docs.poltura.com/en/discounts/) list. - There are no loyalty tiers and no referral program. ## If something goes wrong - **The loyalty program is paused. Turn it on to do this.** Switch **Program enabled** on at the top of the **Overview** page. - **The customer doesn't have enough credits for this deduction.** Lower the amount to the member's balance or less. - **A customer earned nothing for an order.** Check that **Place an order** is on and has a rate for the order's currency, and that the order is paid. The credits show as **Pending** first. - **Customers can collect credits but can't spend them.** There is no enabled reward. Add one or switch one on. ## Related - [Customers](https://docs.poltura.com/en/customers/) - [Customer accounts and sign-in](https://docs.poltura.com/en/customers/accounts-and-sign-in/) - [Gift cards](https://docs.poltura.com/en/marketing/gift-cards/) - [Discounts](https://docs.poltura.com/en/discounts/) - [Reviews](https://docs.poltura.com/en/products/reviews/) - [Returns](https://docs.poltura.com/en/returns/)