Audience

Loyalty programme

A points programme for your online store: customers earn points on every paid order and redeem them as a single-use discount code on your Shopify store. The balance sits on each contact's page, every movement is recorded, and the AI assistant reads and moves points for you. Part of the Pro and Enterprise plans.

Switch the programme on#

1. Go to Audience → Loyalty.
2. Under Rules set Points per 1 unit of currency (1 means one point per euro of the paid order, 0.5 one point every two euros) and how Fractions of a point round: Round down or Round to the nearest point.
3. Under Rewards click Add reward and describe what points buy: a Name, the Points it costs, the Discount (Percentage, Fixed amount or Free shipping), its Value, and if you like an Expires (days) for the code and a Minimum order.
4. Set the switch to Programme on and click Save programme. Points start from this moment.

How points are earned#

• Points are credited when the store reports the order as paid: on Shopify that is the orders/paid event (at capture, for stores that capture payment by hand); on WooCommerce the order reaching Processing or Completed. An order that is placed but never paid earns nothing.
• The amount is the order's paid total, in your store currency, times the rate, rounded your way.
• A refund takes points back in proportion to the refunded amount (a full refund takes them all); a cancellation takes back everything the order earned. Neither can take back more than the order credited, and a contact's balance never goes below zero through an order.
• Every order is counted once, however many times the store resends its events.
• Points are kept by email address, the same one the contact has in Sendcore, so a customer who checks out as a guest with the same email keeps one balance.

Redeem a reward for a customer#

Open the contact from Audience → Contacts: the Loyalty points card shows the balance and the last movements. Pick a reward under Redeem a reward for this contact and click Redeem. Sendcore debits the points and creates a discount code on your Shopify store with the reward's value and expiry; the code appears in the card with a Copy button. Send it to the customer yourself: nothing is emailed automatically in this phase.

• The code is single use and is not tied to the customer's store login, so whoever enters it at checkout uses it: hand it to the right person. The same rule applies to the codes the email Discount block mints.
• A reward a contact cannot afford is greyed out. The programme must be on to redeem.
• Redeeming needs a connected Shopify store, the only store Sendcore can create discount codes on today. A WooCommerce account earns and sees points, and can adjust them, but cannot redeem yet.
• A redemption is a movement like any other: the ledger keeps the code and the reward, and the points are gone. To give them back, adjust by hand and void the code in your Shopify admin (Discounts).

Adjust points by hand#

On the contact's card, Adjust points by hand credits (+50) or debits (-20) points with a note that stays in the ledger: a welcome gift, a contest prize, a correction, a reward for orders placed before the programme existed. A debit cannot take the balance below zero.

The ledger and the figures#

Audience → Loyalty shows the programme's figures (Contacts with points, Points outstanding, the liability you carry, Points credited and Points redeemed all time) and the last 50 movements across every contact: Earned on order, Reversal, Reward redeemed, Manual adjustment, each with the order, the amount, the code or the note behind it. The balance is always the sum of the movements, never a counter that could drift.

With the AI assistant and MCP#

The assistant in the chat bubble, and any agent connected over MCP, has the same five actions: read the programme and its figures, read a contact's balance and what they can afford, configure the programme, adjust points with a note, and redeem a reward (which returns the code). Every write can be previewed first, and every write is recorded like the other agent actions. Team members get the actions their role allows: configuring the programme needs the settings permission, redeeming and adjusting the audience permission.

What this phase does not do yet#

• No customer-facing surface yet: the balance is not shown on your storefront or in the customer's account, and no email tells them about points. Those come with the next phases (a storefront widget, merge tags and a points block for emails, automations on points earned).
• No tiers or expiry of points, and no birthday or signup bonuses: the earning rule is the paid order. Bonuses can be given by hand.
• A code that is minted but never used does not give the points back on its own.
• Points do not yet appear as a segment filter or a merge tag; use the contact page and the assistant.

Next steps