Loyalty Program
This feature is only available to existing paid customers and is no longer sold to new customers.
1. Feature overview
You can build a flexible, omnichannel loyalty program by region that includes a VIP system and a points system. A single view can be associated with one VIP system and multiple points systems. Within a single points system, you can set different points rules for specific stores or products and configure the system to fit your business needs.
2. VIP system
2.1 All VIP systems
1. Add a VIP system
Basic settings
Set the system name. You can enter up to 12 characters.
The associated view specifies where the VIP system is applied. A view can be associated with only one VIP system.
The timestamp range can be set to accumulate data from a specific start time or for a recent number of days. Data from a recent number of days is used only for upgrade conditions, not for downgrade conditions.
Upgrade and downgrade settings
Rule description: The upgrade rule includes a level retention rule. This rule encourages customers to spend more to maintain their current level. It is not designed to downgrade customers. The level retention rule and the upgrade rule run at the same time. If a customer meets the upgrade conditions, their level is upgraded. If they do not meet the level retention conditions, their level is downgraded by one.
Upgrade and downgrade rule: If you select this option, a customer is downgraded if they do not meet the level retention rules after their membership level changes. The level retention epoch and rules are displayed below.
Level retention epoch: The number of days to retain a level after a level change occurs.
Excluded products: Select products to exclude from membership level calculations.
Note: Level retention rules can be set based on the point values of the points system within the view.
Rule settings
Rule conditions: Set the level name and specify whether to enable the level.
Upgrade conditions: You can set conditions such as total spending amount, total number of purchases, single purchase amount, purchase of a specific product, or point value. These conditions are combined with an OR operator. A customer is upgraded if any one of these conditions is met.
Level retention conditions: Same as above.
Number of levels: You can create up to six levels.
Default level settings
Set the default membership level for new members upon registration.
VIP benefit settings
Benefit settings: For each enabled level, you can set member benefits. Benefits include member discounts, points multipliers, and awarded points. Awarded points and points multipliers can be set only when the member system and points system are associated with the same view.
2. VIP system list
The system list shows the stores, level hierarchy, and status associated with each system. If a system is shut down, existing members can no longer be upgraded or enjoy member benefits.
2.2 Customer level logs
You can view the details of customer level changes within a specific VIP system.
You can use the filter conditions to view customers who were upgraded or downgraded within a specific time period and the method of the level change.
You can search logs by membership card number.
3. Points system
3.1 All points systems
1. Add a points system
Basic settings
Points system name: You can enter up to 12 characters.
Associated view: A points system can be associated with only one view, but a view can be associated with multiple points systems. This is useful when you want to use points earned in different ways for different purposes. For example, you can define points from transactions as 'Growth Points' for member upgrades. You can define points from interactions as 'Gold Coins' for point redemption.
Points alias: The points alias is displayed to customers to distinguish different types of points, such as Gold Coins or Taobao Coins.
Points system description: When creating multiple systems, this helps the operator understand the purpose of each system.
Points application: If points are set as redeemable, they can be exchanged for coupons or products.
Transaction points rules
Award points for transactions: On/Off
Points calculation scope: Calculate points for members only. If the view is set to 'transaction grants membership', this option is not available. If selected, points for non-member transactions are not calculated. Privilege points are also not calculated.
Maximum points per transaction: Set the maximum number of points that can be awarded for a single transaction.
Points issuance date: Set the number of days after a successful transaction to issue points. Set to 0 to issue points on the same day as the transaction.
Point rounding: Set the logic for handling decimal points. You can round up, round down, round to the nearest integer, or keep two decimal places.
Note: You can configure rules uniformly, or by store or product. This means that within a single points system, you can set a universal points calculation rule. You can also set different rules for different stores or products. For example, a merchant can set different point calculation rules for orders from stores in different regions based on economic conditions and spending power. Different products may also require different point rules in different situations.
Configuration rule: ① Uniform configuration
By default, points are awarded according to the points awarding rule. The order rule defaults to uniform awarding, or you can set a points multiplier based on the product discount in the order.
Configuration rule: ② Configure by store
Applicable stores: Set rules for a single store or for stores in a specific area.
The order rule defaults to uniform awarding, which means points are awarded according to the points awarding rule. Alternatively, you can set a points multiplier based on the product discount in the order.
Configuration rule: ③ Configure by product
Product configuration: Configure rules for a single product, a product category, or products from a specific product library.
The order rule defaults to uniform awarding, which means points are awarded according to the points awarding rule. Alternatively, you can set a points multiplier based on the product discount in the order.
Set points multiplier by product discount in order: By default, the points multiplier is set based on the product discount calculated from `actual payment amount / original price`. You can choose to prioritize the discount calculated from `selling price / original price`.
Set the points multiplier based on the ratio between the actual amount paid by the user for the product and the original price of the product. For example, if the original price is 100, the selling price is 80, and the user's actual payment is 60. Assume an 80% discount gives a 1x points multiplier, and a 60% discount gives a 0.5x multiplier. If you set the discount based on `actual payment / original price`, the discount is 60%, and the final points awarded are 60 × 0.5 = 30 points. If you set the discount based on `selling price / original price`, the discount is 80%, and the final points awarded are 60 × 1 = 60 points.
Orders from online platforms do not have a selling price field. Therefore, online orders do not support setting the points multiplier based on the `selling price / original price` discount. For offline orders and orders from self-built malls, you must pass three price fields. You can then choose to prioritize setting the points multiplier based on the `selling price / original price` discount.
Prioritizing the `selling price / original price` discount means that if the three price fields exist in the order, this configuration is used first. If the three price fields are not present, the system defaults to using the discount based on `actual payment / original price`.
(3) Privilege setting rules
Base order points: Points calculated according to the transaction points rules.
Member privileges: Set additional N points or an N-times multiplier for different membership levels. This is based on the base order points.
Birthday privileges: Set uniform birthday privileges or different privileges for different levels based on the birthday, birthday month, or birthday week. This can be an addition of N points or an N-times multiplier on top of the base order points.
(4) Points expiration rules:
Points validity period: You can set points to expire a certain number of days after issuance, at the end of the year of issuance, after a set number of years, or never expire.
Soon-to-expire points value: Define the value of a user's points that will expire within the next N days. After selecting this option, you can set the expiration time frame. The business end or a third party can then connect to this data. The user can see the value of points expiring in the next N days on their points page. For example, if you set it to 5 days, a user checking on a given day can see the value of points that will expire within the next 5 days (until 24:00 on the fifth day). If a user checks at 14:25 on July 21, they can see the value of points expiring between the current time and 24:00 on July 26.
Point refunds: Currently, point refunds are supported for refunded orders from Taobao and self-built malls. Points awarded for the order are reclaimed.
(5) Points exclusion rules
Exclusion rules: You can set rules to not award points if the order amount is less than a certain value or if the order contains a specific product.
(6) Notification nodes and methods
Notification node: The default is to send a notification after payment is complete. You can also choose to trigger a notification upon confirmation of receipt.
Notification method: For points earned from transactions, you can send reminders via text message or WeChat.
Important: When creating a new points system, the selected view must be the same as the view of the template created in Retail CRM. Only then can the template be selected here.
2. Points system list
You can view all points systems under the entire group. A points system can be shut down. A shutdown system will no longer award points for purchases, but the points expiration rules will still apply.
3.2 Customer points log
The points log shows the increase, decrease, and total point value for customers within a specific points system. You can also filter by points source to see the issuance and expiration status for different types of points. The log can be exported.
3.3 Limited-time points campaigns
Application Scenario: Use this for limited-time points campaigns. You can set a specific time period during which points are awarded after purchase conditions are met.
1. Add a limited-time points campaign
Applicable points system: The points campaign must be associated with a points system. After association, points earned by customers in the campaign are added to the corresponding points system for viewing and expiration processing.
Start and end time: The start and end time for the limited-time points offer.
Campaign conditions: Only orders that meet the campaign conditions will receive the limited-time points. You can select multiple conditions, which are combined with an AND operator.
Campaign frequency: Select 'Unlimited' to award points whenever conditions are met within the start and end time. Select 'Weekly' to choose specific days of the week (for example, Monday and Tuesday) during the campaign period. Select 'Monthly' to choose specific dates of the month (for example, the 1st and 2nd of each month).
Target audience: Select a membership level to allow members of that level to participate. If you select a targeted group, you can reference it in marketing campaigns in Retail CRM.
Campaign rules: You can set a rule to award a specific number of additional points or a points multiplier on top of the base order points.
Example: If 1 CNY spent earns 1 point, and a customer spends 10 CNY. If you set the rule to award 20 extra points, the customer will receive 10 + 20 = 30 points. If you set a 2x multiplier, the customer will receive 10 + (10 × 2) = 30 points.
2. Limited-time points campaign list
You can filter all limited-time points campaigns. You can start or stop created campaigns.
Details: You can view the detailed information of a campaign even after it has expired or before it has started.
3.4 Points overview
You can view the current points, first interaction time, last interaction time, and number of interactions for all customers in a specific points system.
You can manually modify points for customers.
You can send text messages to customers for personalized customer care.
You can search by customer name or membership level.
3.5 Batch modify points
You can batch modify point values for different users by importing a file.
1. Batch modify points list
2. Add a batch modify points task
3.6 Clear points
Add a rule to clear points:
Points system: Select the points system in which to clear points.
Scope: You can set the rule to clear all points earned before a specific time.
Clearing percentage: Set the percentage of points to clear. If you enter 100%, all points earned before the specified time are cleared.
Operation notes: Add notes for sensitive operations such as clearing points for future reference.
Clear points list: