Loyalty program

Your customers earn points on every order, then exchange them at checkout for a discount voucher. A single program applies automatically to all your members. The Member preview, next to the form, shows live their balance, the next voucher to reach and the euro value of their points.

Find this screen

1. Vivlab dashboard
2. /Customer accounts
3. /Loyalty program

Before you start

The loyalty program is part of the Business and Confort plans. Without them, the page invites you to upgrade from Subscription and billing.

It also requires the member area to be open in Settings: a customer needs an account to earn points. With the member area closed, loyalty stays inactive, even if switched on here.

What do you want to do?

• Launch the loyalty program
• Choose how many points a purchase earns
• Give points at sign-up or on birthdays
• Create a reward in exchange for points
• Make unused points expire
• Pause the program
• Publish the program's terms
• Credit points to a specific customer: see Members
• More situations: Customers and loyalty: common cases

Launch the loyalty program

1. Open Customer accounts > Loyalty program and click Get started.
2. In Program identity, enter the Program name ("Loyalty club"), shown in the customer account and at checkout, and the Points name in the singular (shortcuts "point", "star", "credit", or your own word).
3. Set the earning per purchase, add at least one reward tier, then save.

The Active badge appears: members earn points from their next paid order. If it stays Inactive with The member area is currently disabled, click Edit to open the member area.

The optional Program icon appears in your customers' loyalty area: use a square, transparent image, larger than 128 × 128 px.

Choose how many points a purchase earns

1. In the Points card, enter the Bracket amount (€1 by default) and the Points per bracket earned for each full bracket.
2. Choose the Points calculation base: Amount paid excluding shipping (products, taxes included and discounts deducted) or Total amount paid (shipping and taxes included).
3. Check with the Earning simulator, then save.

points = (amount ÷ bracket amount, rounded down) × points per bracket

With a €5 bracket and 100 points per bracket, a €12 order earns 200 points: the remaining €2 doesn't count. A €1 bracket means counting euro by euro. Points are credited once payment is confirmed.

For €48 of products and €6 of shipping (€54 total):

Bracket	Points per bracket	Calculation base	Points earned
€1	1	Amount paid excluding shipping	48
€1	10	Amount paid excluding shipping	480
€5	1	Amount paid excluding shipping	9
€10	5	Total amount paid	25

The Earning simulator, under the preview, details the points earned for a product subtotal and shipping fees set with two sliders. Nothing is saved there.

Changing earning along the way

A change doesn't recalculate points already awarded: it applies to later orders. On a refund, the points removed follow the settings in force at refund time, so they may differ from what was originally earned.

Give points at sign-up or on birthdays

In the Points card, enter the Welcome bonus (credited when the account is created) and the Birthday bonus (granted every year on the customer's birthday), then save. The bonus shows in the member's history as Welcome bonus or Birthday bonus.

Create a reward in exchange for points

A tier sets the points to spend and the voucher received, for example 500 points for €5.

1. In Rewards, click Add a tier and enter the Points to spend.
2. Set the voucher like a coupon: Discount applies to, Discount type and value, and if needed Maximum discount, Require a minimum order value or a restriction to products or categories.
3. Enter a Validity in days (empty: no limit), confirm, then save.

At checkout, the member picks a voucher among those their points allow. Their points are debited and they receive a one-use code, reserved for their account, shown in the Discount coupons of their profile. Add as many tiers as you like; click a row to edit it. Without a tier (No reward tier yet), members can't exchange their points.

Make unused points expire

In Program identity, turn on Points expiry, enter the inactivity period in months, then save. A member's points reset to zero if they neither earn nor exchange any during that period; each earning or exchange restarts the countdown. Off, points never expire.

Pause the program

Turn off the Loyalty program switch at the top of the page, then save. No more points are earned, the badge switches to Inactive and the rest of the page is greyed out. Points already earned stay in members' balances and can be used again as soon as you turn the switch back on.

Publish the program's terms

The Terms of use section generates a text from your business information and your program: membership, member account, earning and exchanging points, validity, points on a refund, personal data, changes to the terms, termination and contact. Click Show (Hide collapses it), copy it and publish it on a page of your site, adapting it if needed. It updates as soon as you change your program or contact details.

Program examples

• One point per euro (€1 bracket, 1 point, excluding shipping, 100 points = €5): with 100 welcome points, €80 of purchases brings the customer to 180 points; they exchange 100 for €5.
• Generous program (€1 bracket, 10 points, total amount paid, 1,000 points = €10): €50 including shipping earns 500 points, so €10 off after two orders.
• Tiered reward (€10 bracket, 1 point, excluding shipping, 50 points = €5): €95 of products earns 9 points, only €90 counts.

Good to know

• Refunds: a full or partial refund removes the points earned on the order, in proportion to the amount refunded.
• One voucher per order: a voucher earned with points counts as a coupon, and the customer can only use one code per order.
• Indicators: under the switch, Earning sums up the points per bracket, Rewards the number of tiers and the best discount, Points expiry the period or Never.