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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.

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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:
  1. Log in to their accountCustomers must log in with a store account to view and redeem points.
  2. Open the panelCustomers click the launcher to open the Smile panel. In the panel, they select Ways to redeem.
  3. 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.
  4. Apply or save the discount codeAfter 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.
Rewards panel displaying 1,175 Care Coins with a "Ways to redeem" list, including reward options such as a free product for 100 Care Coins, 10% off discount code for 100 Care Coins, and $5 off subscription code for 500 Care Coins, each with a View button.

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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:
  1. Log in and open Loyalty HubCustomers sign in to their store account and go to the Loyalty Hub page to view their points balance and available rewards.
  2. 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.
  3. Apply the discountAfter redeeming, a discount code appears with a Copy code button to paste in checkout or for later use. The reward also appears under Your rewards in Loyalty Hub until it’s used or expires.
Care Rewards Loyalty Hub page showing a "Spend Care Coins" section with a 10% off reward for 100 Care Coins and a Redeem link.

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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:
  1. Add items to cart and proceed to checkout.
  2. 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.
  3. Discount applied: The discount code is applied automatically, and the order total updates to show the discount.
  4. 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.
Care Rewards section at checkout showing 1,175 Care Coins available, a dropdown to select "10% off discount code (100 Care Coins)," and a Redeem button. Order summary on the right displays the applied discount and updated total.
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

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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.
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.

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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?