Customers can redeem points for rewards directly from the Smile panel, during checkout, or in Loyalty Hub. The options available depend on your Smile plan and configuration. This article explains how each option works and how customers can successfully apply their rewards.
Redeem through the Smile panel
✅ Redeeming through the panel is the default configuration and is available on all Smile plans, including Free, Essential, and Standard.
Customers can redeem points for a reward directly through the panel by following these steps:
Log in to their account
Customers must log in with a store account to view and redeem points.
Open the panel
Customers click the launcher to open the Smile panel. In the panel, they select Ways to redeem.
Choose a reward type
When selecting a reward type, what customers see in the panel depends on how you’ve configured your rewards in Smile Admin.Fixed amount reward: If customers have enough points, they can click View for full reward details or Redeem next to the reward.
Incremental reward: Customers use the points slider to select how many of their points to spend, then click Redeem.
Apply or save the discount code
After redeeming, customers see their discount code displayed in the Smile panel, along with an Apply code button:
Clicking Apply code automatically applies the discount at checkout. Customers can also copy the code to use later.
The code appears under Your rewards in the panel and remains available if not used immediately. Depending on your email settings, it may also be sent to the customer by email.
Redeem in Loyalty Hub
Feature availability: ✅ Loyalty Hub is available only on Growth, Plus, and Enterprise plans for merchants on the Shopify platform. It requires additional setup, learn more here.
When Loyalty Hub is enabled, customers can redeem points by following these steps:
Log in and open Loyalty Hub
Customers sign in to their store account and go to the Loyalty Hub page to view their points balance and available rewards.
Redeem a reward
When selecting a reward type, what customers see in Loyalty Hub depends on how you’ve configured your rewards in Smile Admin.Fixed rewards: Customers click Redeem next to an available reward.
Incremental rewards: Customers use the points stepper to choose how many points to spend, then click Redeem.
Apply the discount
After redeeming, a discount code appears with options to Apply code or Copy code for later use. The reward also appears under Your rewards in Loyalty Hub until it’s used or expires.
Redeem at checkout
Feature availability: ✅ Redeem at checkout is available only on Growth, Plus, and Enterprise plans for merchants on the Shopify Plus platform. It requires additional setup, learn more here.
When Redeem at checkout is configured, customers can redeem points directly during checkout by following these steps:
Add items to cart and proceed to checkout.
At checkout, customers open the Rewards section or dropdown (depending on your setup):
Fixed rewards: Customers open the Rewards dropdown, select a reward, and click Redeem.
Incremental rewards: Customers use the points stepper to choose how many points to redeem, then click Redeem.
Discount applied: The discount code is applied automatically, and the order total updates to show the discount.
Find the code later (optional): If the order isn’t completed, the discount code remains in the customer’s account. It can be viewed under Your rewards in the panel or in the email notification.
ℹ️ Note: The in-store redemption experience is different when using Shopify POS. Customers can redeem points directly through your POS checkout. Learn more in: Set up and spend points in store
Redeem multiple rewards
If discount combinations are enabled, customers can use more than one reward per order:
One reward can be redeemed directly — either from the Apply code button, or through the Redeem at checkout option.
If customers want to use a second reward, they’ll need to copy and paste the discount code manually at checkout.
ℹ️ Note: Redeemed rewards remain in the customer’s account until they’re used or they expire, if reward expiry is enabled. Points aren’t automatically returned if a reward is redeemed but remains unused.
FAQ
Why can’t a customer redeem fewer points?
Customers can only redeem points based on the increment you’ve set. For example, if your program offers 100 points for a $1 discount, the minimum a customer can redeem is 100 points. Customers can’t redeem fewer than the set increment.
Why do some rewards look like they’re “loading” in the panel?
The progress circle shows how close customers are to earning a reward. It doesn’t indicate loading. Once enough points are available, the Redeem button appears.
How can I show my customers how to redeem points?
If you’d like to show customers what the redemption process looks like from their perspective — or share a resource when they’re having trouble redeeming — you can send them this customer-facing article: How do I spend points?