Loyalty Program

Returning customers buy more often once they notice that loyalty pays off. With the Omneya loyalty program you award points straight from your orders, without extra software and without keeping lists by hand. The rewards program sits on the same order management you already use, so it knows whether an order was paid, shipped, cancelled or returned.

Loyalty program software for small business that follows your orders

You choose when an order earns points: once it is paid (the default), once it is shipped or only when it is completed. Each order counts exactly once. The basis is the gross value without shipping, with discounts already deducted. If you prefer net values or want to include shipping, you can switch. How many points one euro earns is up to you, anywhere from 0.0001 to 1,000; the result is always rounded down.

To make sure nobody keeps points for goods they send back, there is a release period. For up to 365 days the points stay pending, 14 days by default. If you don't need that, set the period to 0 and points are credited immediately. Quotes and credit notes earn no points, and neither do guests without a customer account.

Reward points beyond the purchase

You can reward four more actions:

• registration, in the shop or when an account is created at checkout
• confirming the newsletter sign-up
• a published review, by default only with proof of purchase
• the customer's birthday, once a year

For each action you set the number of points (up to 100,000) and a daily limit, and switch it on or off. Registration and newsletter count once per customer, each review counts once.

Cancellations, returns and credit notes

This is where many programs go wrong. When an order is cancelled, Omneya takes the points back in full; if you undo the cancellation, they are credited again (this is configurable too). A return or credit note deducts points proportionally, and that stays correct if the document is changed or deleted later. If you remove a payment, the pending points are reversed as well.

For special cases there is a manual correction in the admin, plus or minus and always with a note explaining why. Only users with the matching permission can make corrections. In the background Omneya monitors the point accounts and reports any balance that does not match its bookings.

Expiry, joining and leaving

Points can stay valid forever (the default). Or they expire after a set number of months, counted from crediting or from the customer's last activity, anywhere between 1 and 120 months. Before points expire, Omneya fires the event "points expiring soon", 1 to 365 days in advance.

Customers join automatically or only once you enrol them in the admin. When a customer leaves, you decide whether the points expire or stay dormant, and whether they can rejoin later.

Tiers: regulars get more

You create the tiers yourself, each with a threshold. Progress is measured by points or by revenue, and only released purchase points count: someone who places a large order and cancels within the period does not move up. A tier either applies permanently or for a period, in which case it is reassessed every night and customers can move down.

Each tier can give a percentage discount, free shipping (optionally above a minimum order value) or a multiplier for future points. If the customer also has a discount through their customer group, either the better one applies or both together, your choice. The loyalty discount shows as its own line in the cart, the order, the document and the emails.

Badges reward milestones: a points total, a number of orders, a tier reached or, for example, the tenth review. A badge can add bonus points, and you can also award it by hand.

Redeeming: voucher, reward or straight in the cart

In their customer account every member sees their balance, their tier and how far it is to the next one, their badges and their history. There they exchange points themselves for a voucher or for a reward from your catalogue: a fixed amount, a percentage discount, free shipping or a free article. Each redemption creates a code that is tied to the customer and has an expiry date. You can do the same for the customer in the admin.

It gets even more direct at payment. In the cart and at checkout the customer applies points that come straight off the price. You set the rate (default: 100 points are worth 1 euro), a minimum number of points and the maximum share of the order value, 50 percent by default. On a cancellation or credit note the points come back in full or in part.

If you like, the product page shows how many points an article earns, and the cart shows what the order earns. Guests see what they would collect with a customer account. You switch each of these displays on separately.

Points from the community

If you run your own community with the community module, taking part there can earn loyalty points as well. You switch this on in the program and set how many loyalty points one community point is worth. If a post is deleted or a like is withdrawn, the points go back.

Emails through the event manager

The loyalty program does not send emails of its own. Instead, nine events are available in the event manager: points credited, released, reversed, expiring soon, expired, member joined, tier changed, badge awarded and reward redeemed. From these you build the messages that suit your shop, using your own templates and wording.

Overview in the admin

The report shows, for any period, how many members were active and how many points were credited, pending and expired. The member list shows every participant, the customer view shows their points history, and each order has a line showing what it earned. Viewing, managing and correcting are separate permissions.

If you run several shops, you can create several programs, at most one per shop. By default only webshop orders count. Orders from marketplaces or the point of sale can be added when needed.