Loyalty points — reward repeat customers

Dashboard → Loyalty

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1. 1Set the ratesHow many points per ₹100, and what a point is worth.
2. 2Who is collectingEvery customer holding points.

How it works

The idea is simple: every order quietly builds up a balance the customer can only spend at your shop — a reason to come back to you instead of a marketplace.

• A customer places an order → points are added instantly, based on the order value. This works for COD too — no waiting for delivery.
• Points are tracked against the customer's mobile number, so every order they place with that number earns — even before they ever log in.
• On a later order, they log in at checkout (quick phone OTP) and use points for an instant discount.
• If an order is cancelled, the points it earned are reversed automatically, and any points the customer spent on it are returned. See Managing orders.
• Points don't expire unless you say so — they sit in the balance until spent. You can put a validity window on them later (see the fine print).

Quick setup — four numbers, five minutes

Everything lives on one dashboard page, with live rupee examples that update as you type — so you can see exactly what you're promising before you save.

Your live numbers — is it working?

The top of the Loyalty page answers the money question at a glance, straight from real customer activity.

• Members — customers who hold points.
• Points unredeemed — the balance waiting to be used, and what they're worth in rupees if everyone redeemed today (your outstanding promise).
• Redeemed so far — all-time points spent, proof customers actually come back for them.
• Top members & recent activity — who your best repeat customers are, and a live feed of earns and redeems.

Where customers see their points

The program sells itself on your storefront — you don't need to explain it to anyone.

• On every product page — an “Earn up to X points” card near Add to Cart, with the rupee value, nudging the purchase.
• At checkout — a logged-in customer sees their balance with an “Enter points” box, an Apply button and a one-tap Use All. A live hint shows “X pts = ₹Y off” as they type, and the discount appears on the totals row. Not logged in? They see “Log in to earn points on this order and use your balance”.
• On the order-success screen — “+X points earned!” right after they buy.
• In their account — a points-balance card on /account with a “View history” link.

The Rewards page on your website

When loyalty is on, your published site automatically gets a /rewards page — a home for the whole program, so customers can check their balance without asking you.

• It shows their points balance and rupee value, your earn and redeem rates, the full points history, and a simple 3-step “how it works”.
• Customers sign in with their phone number to see their own balance — nobody can see anyone else's points.
• Every heading and line on it is editable in your site editor, and it appears/disappears automatically when you turn loyalty on or off.
• Want it in your menu? Add a link to Rewards from the Header & Footer — it's a built-in destination there.

What earns points — the fine print

Knowing the exact rules helps you answer customer questions confidently.

• Points are calculated on the items total after discounts — delivery charges, COD fees and taxes added on top don't earn points.
• Points land the moment the order is placed, including COD orders — no waiting for delivery or payment.
• Orders you create from the dashboard (phone/WhatsApp orders) don't earn or redeem points — see Manual orders. Want to reward that customer anyway? Open them under Customers → Adjust points and add points with a note.
• The same Adjust-points box also lets you deduct points to correct a mistake — balances can never go below zero.
• Removing one customer from rewards entirely: the Loyalty page's Member points ledger (the Members tab) (and each customer's profile) has a per-customer switch — removed customers earn nothing, can't redeem, and stop seeing points anywhere on your store (product pages, checkout, their account, the Rewards page). Their balance is kept — deduct it with Adjust points if you also want it gone. On members-only stores you can decide this right in the approve box when you let a new member in.
• The Loyalty page also shows a Points given vs used chart and the full ledger — who has how many points, how much each customer earned and used, and their last activity.
• Limit controls (Program rules tab): set a minimum order value to earn, a maximum points-per-order cap, a minimum points-per-use, and a hard points-spend cap per order (works alongside the max-% cap — the lower wins). All optional; blank = no limit.
• Point validity (expiry): off by default — points never lapse. Turn it on under Program rules → Point validity and pick the number of days (90/180/365 are common). Each earn keeps its own clock, spending always uses the oldest points first, and points your customers already hold get the FULL window from the day you enable it — switching it on never wipes balances instantly. Customers see an "expiring soon" note on the Rewards page, and expired points show in their history.
• Points paid with points: by default, the part of an order paid using points does not earn new points (a ₹500 order paid ₹100-in-points earns on ₹400). A switch in Earning limits lets you be more generous and award points on the full amount.
• Only orders placed after you switch loyalty on earn points. Marking older orders as delivered later won't hand out points for them — the program starts fresh from the moment you enable it. Want to reward a loyal customer for past orders anyway? Use Adjust points.

Points + coupons — yes, they work together

A customer can apply a coupon code and redeem points on the same order — the two discounts simply add up, and your store re-checks both on the server so the math is always honest.

• The max-% cap still protects you: points can never cover more than your set share of the items total, whatever else is applied.
• Points are different from cashback coupons: cashback puts real money into the customer's store wallet after delivery, while points are earned on every order and spent at checkout. Both reward repeat buying — many stores run both. See Coupons.
• One exception: if you've set special member prices for B2B/wholesale buyers and turned off coupon stacking for that member group, the member price is final — coupons and points don't apply on top of it. (By default, member buyers can still use both.)

What rates should you set?

The right rate depends on your margin — the goal is a reward that feels real to the customer but costs you a predictable 1–3% of repeat sales.

• Tight-margin stores (grocery, FMCG) — 5 points per ₹100, 100 points = ₹20. About 1% back.
• Fashion / electronics / premium — the defaults (10 per ₹100, 100 points = ₹25). About 2.5% back, enticing enough to change behaviour.
• One-shot businesses (cars, real estate, services) — loyalty isn't a fit; use coupons for launch pushes instead.