# Understand how customers unsubscribe from emails
Source: https://help.smile.io/en/articles/10042926-understand-how-customers-unsubscribe-from-emails
Learn how Smile manages email subscription preferences and allows customers to unsubscribe from specific types of emails.
Smile categorizes each of the emails it sends into one of three groups, and customers are able to control their email subscription preferences for each group. Customers can unsubscribe or resubscribe to specific email groups using the link included in every email sent by Smile. There is currently no way to view a customer's email subscription preferences directly within Smile.
## Email groups
The emails Smile sends have been divided into the following groups based on advice from our ESP (Email Service Provider) and with relevant anti-spam legislation in mind. The goal of these groups is to maximize deliverability while still ensuring that customers get the emails they want and need. At this time, it is not possible to customize these groupings.
| Email group | Emails included |
| ----------------------- | ------------------------------------------------------------------------------------------------------------- |
| **Confirmation emails** | - Points earned - Reward redeemed - Friend received referral - Referral completed |
| **Reminder emails** | - Birthday reward - Referral shared through Smile - Reward expiry reminder - VIP tier achieved |
| **Promotional emails** | - Points Expiry - Warning - Points Expiry - Last Chance |
## How customers unsubscribe from Smile emails
Every email Smile sends will include a link for the customer to manage their email subscription preferences. This link will allow customers to unsubscribe from or resubscribe to one or all of the email groups. Customers cannot unsubscribe from specific emails, they can only unsubscribe from an entire email group. Once unsubscribed from a particular email group, Smile will no longer send the customer any emails from that group.
**Important:** Email subscription settings only apply to emails sent directly from Smile. If you are using a third party service (such as Klaviyo) to send reward program emails, you are responsible for ensuring a customer's email marketing preferences are being respected.
**Warning:** If a customer marks a Smile email as spam, this may impact future deliverability of any Smile email to them, regardless of whether they are subscribed or unsubscribed to specific email groups.
## Marketing email preference syncing
When a customer is first seen in Smile, their email subscription preferences are copied from the e-commerce platform (e.g. Shopify or BigCommerce). If the customer record in the e-commerce platform indicates they do not accept marketing emails, the customer will be automatically unsubscribed from the **Promotional emails** group in Smile, however they will still remain subscribed to **Confirmation emails** and **Reminder emails**.
### Bi-directional syncing (only on Shopify)
For stores powered by Shopify, any change to a customer's email marketing preferences in Shopify will be automatically synced to Smile, and vice versa. This only applies to the **Promotional emails** group, and does not impact **Confirmation emails** or **Reminder emails**.
If a customer unsubscribes from the **Promotional emails** group in Smile, the customer's marketing email preferences in Shopify will be updated to **Not subscribed**. If a customer resubscribes to the **Promotional emails** group in Smile, the customer's marketing email preferences in Shopify will be updated to **Subscribed**.
If a customer's marketing email preferences are updated in Shopify to **Subscribed**, the customer will be subscribed to the **Promotional emails** group in Smile. If a customer's marketing email preferences are updated in Shopify to **Not subscribed**, the customer will be unsubscribed from the **Promotional emails** group in Smile.
# Understand order limits
Source: https://help.smile.io/en/articles/10131396-understand-order-limits
Learn about the monthly order limits for the Free, Essential, and Standard plans, what happens if you exceed them, and how to monitor your order usage.
The **Free**, **Essential**, and **Standard** plans come with monthly order limits, which set the maximum number of orders that can be placed at your store in a calendar month before needing to upgrade to a new plan. Order limits vary by plan:
* **Free plan**: Up to 200 orders per month
* **Essential plan**: **\$15** per month, up to 500 orders per month
* **Standard plan**: **\$79** per month, up to 1,000 orders per month
To learn more about how orders are counted and how to check your monthly order usage, read our [dedicated article](/en/articles/10131407-understand-how-orders-are-counted).
## Exceeding your order limit
If you exceed your order limit during a given month, we'll notify you at the start of the following month. You'll have the rest of that month to review your plan and decide what plan and features make sense for your store's order volume. Your loyalty program will continue to function as normal during this time. At the end of this review period, you'll see a reminder to upgrade.
**Example:** If you're on the Free plan (200 orders per month) and process 250 orders in May, you'll receive a notification on June 1. During June, your loyalty program will continue to function as normal while you decide whether an upgraded plan is right for you.
# Understand usage-based pricing
Source: https://help.smile.io/en/articles/10131405-understand-usage-based-pricing
Learn how usage-based pricing adapts to your store's order volume, ensuring you only pay for what you use, with flexible options for additional orders.
On the **Growth** and **Plus** plans, your monthly billing adapts to your store's order volume through usage-based billing. Each plan includes a set number of orders each month, and any orders beyond this amount incur an additional charge. Additional order rates vary by plan:
* **Growth Plan:**
* \$199 per month, billed monthly
* Includes **2,500 orders** per month, **\$20 per 100** additional orders.
* **Plus Plan:**
* \$999 per month, billed yearly
* Includes **7,500 orders** per month. **\$5 per 100** additional orders.
To learn more about how orders are counted and how to check your monthly order usage, read our [dedicated article](https://intercom.help/smile-help-center/en/articles/10131407-understand-how-orders-are-counted).
## Check your total monthly price
The easiest way to understand your total monthly price is by looking in Smile Admin. Go to **Settings** > [**Billing**](https://app.smile.io/settings/billing). You'll see a breakdown of your total cost for the previous month, as well as a preview of this month's usage and estimated total price.
## Calculate your total monthly price
If you'd like to calculate your total monthly price, you can use the following formula:
```text theme={null}
Total Price = Base Price + (Additional Orders / 100) × Rate per 100 Orders
```
* **Base Price** is the fixed cost of your plan (e.g. \$199 for Growth).
* **Additional Orders** is the number of orders exceeding your plan's included amount (e.g. 300 orders beyond 2,500).
* **Rate per 100 Orders** is the cost applied to each set of 100 additional orders, based on your plan (e.g. \$20).
## Example monthly price calculation
Imagine you're on the Growth plan and your store processes 2,800 orders in a month:
* **Base Price**: \$199 (covers the first 2,500 orders)
* **Additional Orders**: 2,800 - 2,500 = 300 orders
* **Rate per 100 Orders**: \$20
Using the formula:
**Total Monthly Price** = Base Price + (Additional Orders / 100) × Rate per 100 Orders
**Total Monthly Cost** = 199 + (300 / 100) × 20
**Total Monthly Cost** = 199 + 60 = \$259
In this scenario, your total charge for the month would be **\$259**. This usage-based pricing model allows your plan to flexibly accommodate higher order volumes without needing to upgrade immediately.
**Tip:** If your orders consistently exceed **6,500**, you can save money by upgrading to the **Plus plan**, which includes more orders in the base price and has a lower rate for additional orders.
# Understand how orders are counted
Source: https://help.smile.io/en/articles/10131407-understand-how-orders-are-counted
Learn how Smile calculates your monthly order count, what orders are excluded, and how to track your usage.
## Understand how monthly orders are counted
Your Smile plan includes a monthly order limit. This limit is based on all orders placed at your store each calendar month, not just orders where customers earn points or redeem rewards. Order counting is separate from how your loyalty program works.
Monthly orders are counted by calendar month. For example, June includes all orders placed between June 1 and June 30. This includes all orders, whether they are paid, unpaid, or refunded.
## Why order counting matters
Your monthly order count helps determine which Smile plan is best suited to your store based on your order volume. As your business grows, you may need to move to a higher plan if you exceed your monthly order limit. Exceeding your monthly order limit doesn't stop your loyalty program from working, but you may be prompted to upgrade your Smile plan.
## When order counting starts
If you're not on a trial, we start counting orders when you subscribe to a paid plan or enable a program (Points, Referrals, or VIP) — whichever happens first.
If you're on a trial, we do not count orders during your trial. Counting begins after your trial ends and you've enabled a program. This gives you time to set up and test your program before order counting begins.
Orders placed before you install Smile are not counted toward your order usage.
## Excluded orders
Orders without associated customer emails are not counted toward your usage. This includes certain marketplace orders or in-person sales made through your point of sale (POS) system that do not collect customer emails. Only orders with a customer email are included in your monthly order count.
**Note:** With the exception of orders that don't have an associated customer email, all orders placed in your store count toward your monthly order limit, whether your program runs online, in-store, or both.
## Check your monthly order usage
To check your monthly order usage during the month, go to **Settings > [Billing](https://app.smile.io/settings/billing)** in Smile Admin. There, you'll find an up-to-date summary of your usage and how it fits within your plan's monthly order limit.
# Manage your plan
Source: https://help.smile.io/en/articles/10131412-manage-your-plan
Learn how to manage your pricing plan, including updating your subscription, changing your billing details, and understanding billing cycles.
## Types of pricing plans
Smile offers two types of pricing plans:
* **Plans with a fixed order limit**: Free, Essential, and Standard
* **Plans with dynamic usage-based pricing:** Growth, Plus, and Enterprise
Plans with an order limit have a specific cap on the number of orders your store can process before you need to upgrade to a new plan, while usage-based pricing plans have no fixed cap and are billed based on your order volume in a given month.
All accounts start on the Free plan. You can upgrade or downgrade at any time to the plan that best fits your business.
Learn more about each plan and its included features by visiting our [pricing page](https://smile.io/pricing).
**Note:** Pricing and plan availability reflect current plans. Some existing merchants may be on legacy plans with different terms.
## Understand billing cycles & billing methods
Smile's billing cycles vary depending on the billing method you use. Here's how each works:
* **Shopify billing**: When using Smile on a Shopify store, billing happens via Shopify. Any subscription or usage-based charges are included in your Shopify invoice. These charges are consolidated, meaning you'll see them alongside your regular Shopify subscription billing.
* **Stripe billing**: If you are billed directly by Smile through Stripe, your billing cycle is determined based on the date you subscribed.
If your account is billed by manual invoice, please contact our team at [help@smile.io](mailto:help@smile.io) with any billing questions.
## Change your plan
You can change your plan at any time.
To change your plan:
1. From **Smile Admin**, go to **Settings** > **[Billing](https://app.smile.io/settings/billing).**
2. Click **Change Plan**.
3. Select your new plan.
Your plan change takes effect immediately. Any unused time on your current plan is calculated as a prorated credit and applied to your next invoice. Credits are not refunded to your original payment method.
### Plan availability
If a plan is greyed out and cannot be selected, your store's order count may exceed that plan's order limit. If you're unsure which plan is the best fit for your store, contact our team.
### Important notes
* To move to the **Free** plan, use **Cancel Plan** below instead of **Change Plan**.
* If you're currently on a 14-day free trial of a paid plan and want to cancel it, see [Cancel a free trial](/en/articles/13860797-free-trials-for-paid-plans).
## Move to Free or cancel your paid plan
If you want to move to the Free plan or cancel your paid subscription, follow these steps:
1. From Smile Admin, go to **Settings** > **[Billing](https://app.smile.io/settings/billing).**
2. Click **Cancel Plan**.
3. Follow the prompts to confirm your cancellation.
Cancelling your paid plan moves your account to the **Free plan** and does not uninstall Smile or delete your data.
**Note**: The Free plan has a **limit of 200 monthly orders**. If you plan to keep using Smile on the Free plan, keep this limit in mind when deciding which plan and features are the best fit for your store.
## Update your billing information
Keeping your billing information up to date ensures uninterrupted access to your Smile account. How you update your billing details depends on your billing method.
Here's how each works:
* **Shopify Billing**: If you pay for Smile through Shopify, you can update your billing information directly [in Shopify](https://help.shopify.com/en/manual/your-account/manage-billing/billing-information/update-billing-info).
* **Stripe Billing**: If your credit card is billed directly by Smile through Stripe, you can update your billing information in Smile Admin. Go to **Settings** > [**Billing**](https://app.smile.io/settings/billing), click **Update**, and follow the instructions provided.
## What happens to your data when you cancel or uninstall
Cancelling your paid plan does **not** delete your data. Your loyalty program data stays in your account as long as Smile remains installed on your store.
If you uninstall Smile, your data is **automatically deleted within 48 hours**. This includes points balances, referral data, VIP tier history, customer activity, and all program settings.
If you reinstall Smile **within** the 48-hour window, **your account and data will be restored**.
If you reinstall Smile **after** the 48-hour window, your previous data will be permanently deleted and **cannot** be restored or reinstated — whether you reinstall Smile or create a new account in the future.
# Understand pricing protection
Source: https://help.smile.io/en/articles/10149099-understand-pricing-protection
Learn how pricing protection helps you avoid unexpected fees during high-sales periods such as Black Friday
Smile's pricing protection helps you avoid unexpected fees during high-sales periods such as Black Friday. This protection works by capping the number of orders that count toward your monthly usage and saving you money. Pricing protection applies to plans with order limits as well as plans with usage-based pricing.
**Tip**: Pricing protection applies year-round, not just on Black Friday. This ensures your business is covered during any high-sales periods.
## How it works
To determine the maximum number of orders that will count towards your Smile bill during a high-sales period, use this simple formula:
```text theme={null}
Maximum Orders Counted Towards Usage = Previous Month's Orders x 1.2
```
This means that even if your store sees a dramatic increase in sales, only orders up to 20% above the previous month's total will count toward your usage. If you're on a plan with order limits, pricing protection helps ensure that you're not forced to upgrade your plan because of a single-month spike in order volume. If you're on a plan with usage-based pricing, pricing protection ensures you're never surprised by unexpectedly large additional order charges.
**Note:** Not sure which orders count toward your Smile usage? See [**Understand how orders are counted**](/en/articles/10131407-understand-how-orders-are-counted) to learn which orders are included in your monthly order total.
## Example of pricing protection
Let's say you're on the Growth plan, which includes 2,500 orders per month. Usually, you get around 2,000 orders every month, but due to a successful Black Friday promotion, your order volume jumps to 3,000 orders.
Normally, going over your plan's limit would mean extra charges. But with pricing protection, Smile helps you avoid unexpected fees if you have a sudden spike in order volume.
In our example:
• **October (Previous Month):** You processed 2,000 orders.
• **November (Current Month):** You processed 3,000 orders.
Using the formula for November's usage:
**Maximum Orders Counted Towards Usage =** Previous Month's Orders × 1.2
**Maximum Orders Counted Towards Usage =** 2,000 × 1.2 = 2,400
**Result:** Even though you had a busy month with 3,000 orders, only 2,400 orders will be counted towards your usage for the month. This keeps your monthly cost at the usual \$199 with no additional fees, even during a high-sales month.
# Show points at checkout
Source: https://help.smile.io/en/articles/10476659-show-points-at-checkout
Show the points customers will earn at checkout.
Displaying the points customers will earn on their current order at checkout gives them an extra incentive to complete their purchase. It helps them understand how their purchase contributes toward future rewards.
**Feature availability**: Show points at checkout is available on **Growth, Plus, and Enterprise** plans for merchants on **Shopify Plus**.
## Add points to the checkout extension
1. From **Smile Admin**, navigate to **[On-site content](https://admin.shopify.com/apps/smile-io/on-site)**.
2. In the **Show points at checkout** section, click **Setup.**
3. In the **Quick setup** section, click **Go to checkout settings.**
4. In the **Configurations** section, click **Customize.**
5. In the **Apps** section, search for **Smile.**
6. Choose the **Show points customer will earn** app block.
7. Click **Save.**
## Visibility conditions
* If you have multiple **Ways to earn** active, the extension always displays points based on the lowest-value rule to set clear customer expectations.
* Excluded products are not currently factored into the calculation.
* Shipping, taxes, and discounts are not currently factored into the points calculation.
# Redeem points at checkout
Source: https://help.smile.io/en/articles/10476740-redeem-points-at-checkout
Let customers redeem their points for rewards directly in the checkout.
Allowing signed-in customers to redeem points at checkout gives them a last-minute incentive to apply a discount to their order. This can help increase engagement and strengthen long-term customer loyalty.
**Feature availability**: Redeem points at checkout is available on **Growth, Plus, and Enterprise** plans for merchants on **Shopify Plus**.
## Add redeem points to the checkout
1. From **Smile Admin**, navigate to [**On-site content**](https://admin.shopify.com/apps/smile-io/on-site).
2. In the **Redeem at checkout** section, click **Setup**.
3. In the **Quick setup** section, click **Go to checkout** settings.
4. In the **Configurations** section, click **Customize**.
5. In the **Information** section, click **Add app block**.
6. Search for **Smile**.
7. Choose **Redeem points**.
8. Click **Save**.
**Note:** In the **Checkout behavior** settings, you can also choose to show the app block in **Shop Pay**.
## Appearance
The **Redeem points at checkout** extension uses Shopify's native checkout UI components. Colors, fonts, and button styles are inherited from your Shopify checkout branding settings.
Appearance settings for this extension are not available in Smile Admin. To change how the extension looks, update your checkout branding settings in Shopify.
# Show points earned after purchase
Source: https://help.smile.io/en/articles/10477246-show-points-earned-after-purchase
Show customers how many points they earned after completing a purchase on the thank you page.
Showing customers how many points they just earned is a great way to encourage them to return to your store and make another purchase.
✅ Show points after purchase is available on **Standard**, **Growth, Plus, and Enterprise** plans.
✅ Show points after purchase is available on **Shopify** only.
## Add show points earned after purchase
1. From **Smile Admin,** navigate to **[On-site content](https://admin.shopify.com/apps/smile-io/on-site)**.
2. In the **Points after purchase** section, click **Setup**.
3. In the **Quick setup** section, click **Go to checkout settings**.
4. In the **Configurations** section, click **Customize**.
5. From the dropdown menu, choose the page where you want the message to appear:
* Choose **Thank you** if your store uses Shopify **legacy customer accounts**.
* Choose **Order status** if your store uses Shopify **customer accounts**.
6. In the **Order details** section, click **Add app block**.
7. Search for **Smile**.
8. Click **Show points earned on order**.
**Note:** The app block appears for all customers. Logged-in customers see the number of points earned, while logged-out customers see the message without a specific points total.
# Add Smile to Shopify POS
Source: https://help.smile.io/en/articles/10478692-add-smile-to-shopify-pos
Allow customers to earn loyalty points and redeem discounts in physical retail locations.
Add the Smile tile in Shopify POS to allow points earning on in-store purchases and spend customers' points on loyalty discounts.
**Important:** Smile requires the latest version of Shopify POS to be installed on your device.
## Add Smile to POS from Shopify Admin
1. From Shopify Admin, click **Point of Sale** > **Settings** > **[Smart grid](https://admin.shopify.com/store/apps/point-of-sale-channel/settings/smart-grid).**
2. Select your location's Smart grid.
3. Click **Customize.**
4. In the sidebar, click **Add tile** > **Embedded apps** > **Smile.io** > **POS Loyalty Program.**
5. Click **Apply.**
6. Click **Save.**
## Add Smile to POS from an in-store device
1. Navigate to the Shopify POS home screen.
2. Press **Add tile** > **App** > **Smile.io** > **POS Loyalty Program.**
3. Press **Add.**
4. Press **Save.**
**Important:** After adding the tile to the POS home page, add ways to earn and spend points.
* [Set up & earn points in store](/en/articles/4036277-set-up-in-store-points-earning)
* [Set up & spend points in store](/en/articles/4036276-set-up-and-spend-points-in-store)
**Note:** Optionally, consider also adding the Smile "App website" tile. This opens Smile Admin and can be used for managing customers, ways to earn, and ways to spend points.
## Loyalty tile explained
Tap the loyalty program tile to open the [loyalty popup](#loyalty-popup-explained), the home of your loyalty program.
A customer and a product must both be added to the cart in order for loyalty points to be earned or spent. The tile's appearance and subtitle helpfully change to inform the retail staff member what action they or the customer need to take in any given scenario.
**Tip:** The loyalty popup explains the subtitle prompt in more detail.
| **Tile display** | **State** | **Action** |
| ---------------- | ------------------------------------------------------------------ | ------------------------------------------------------------------------------------------------ |
| | No customer in cart | Add customer to the cart, ensuring they have an email address, name or phone number. |
| | Customer has never earned loyalty points | Consider asking the customer if they know about the loyalty program |
| | Customer doesn't have enough points to spend on a loyalty discount | Consider upselling the customer if their points are close to a discount |
| | Customer has an unused discount or can afford a loyalty discount | Press the loyalty tile to open the loyalty popup. Apply discounts in the "Loyalty discounts" tab |
| | Loyalty program inactive | Reactivate the loyalty program in Smile Admin |
| | | |
## Loyalty popup explained
The loyalty popup is the home of your in-store loyalty program. It can be opened by pressing the [loyalty tile](#loyalty-tile-explained).
The loyalty popup will always show the customer's name, their points balance, and any prompts to help guide the retail staff member.
**How it works tab**
The "How it works" tab helps the retail staff member understand how the loyalty program works. Over time this will evolve to include more information from your loyalty program.
**Loyalty discounts** **tab**
The “Loyalty discounts” tab shows all of the possible rewards that a customer can spend their loyalty points on and any unused rewards they have already redeemed points for.
# Customize the name of a way to earn
Source: https://help.smile.io/en/articles/10603965-customize-the-name-of-a-way-to-earn
Create or edit a custom name for a way to earn.
Smile automatically generates a name for each way to earn when it is created, however you can customize the name to personalize your loyalty program and match your brand.
## Create or edit the name of a way to earn
A custom name is visible for customers in the Smile panel and any emails sent from Smile for this earning action.
To create or edit the name of a way to earn:
1. In Smile Admin, navigate to **Program** > **[Points](https://app.smile.io/reward-programs/points)**.
2. In the **Ways to earn** card find the action you'd like to modify, click **Edit.**
3. Click **Edit name.**
4. Choose **Custom name.**
5. Enter the name you'd like to use for the action.
6. Click **Save.**
**Note:** It may take up to 15 minutes for a new or updated name to be reflected on your store (either in the Smile panel or within any embedded components).
**Tip:** Once created, custom names do not update automatically if you make any other changes to a way to earn. If you make modifications that require a change to a custom name, you will need to update the custom name manually.
# Troubleshoot Smile issues in Shopify POS
Source: https://help.smile.io/en/articles/10722975-troubleshoot-pos-app-failed-to-load-error
Resolve common issues with the Smile app in Shopify POS.
If you’re experiencing issues with Smile in Shopify POS, the steps below cover the most common causes.
# Keep iOS and Shopify POS up to date
Outdated software is a common cause of POS issues. These issues often appear shortly after a new iOS or Shopify POS app update is released.
Before troubleshooting further, make sure both are up to date in the following order:
1. **iOS:** On the device, go to **Settings > General > Software Update** and install any available updates.
2. **Shopify POS app:** Open the App Store, search for Shopify POS, and tap **Update** if one is available.
Once both are updated, reopen Shopify POS and check if the issue is resolved.
# Tile shows “No active ways to spend points”
If the Smile tile displays “No active ways to spend points,” your loyalty program doesn’t have any active POS rewards configured.
Customers can still earn points in store, but staff won’t see any discount options to apply.
To fix this, set up at least one way for customers to spend their points at POS in Smile Admin. For instructions, see [**Set up and spend points in-store**](/en/articles/4036276-set-up-and-spend-points-in-store).
# Loyalty program tile shows “Enable program in Smile Admin”
If the Smile tile in the POS smart grid shows “Enable program in Smile Admin,” your loyalty program is inactive.
Customers can’t earn or redeem points at POS until the program is enabled.
To fix this, log in to Smile Admin and [**activate your points program**](/en/articles/4036222-deactivate-points-program).
# “App failed to load” error
If an app on the Shopify POS smart grid shows an “App failed to load” error, your network may be blocking access to required domains.
To use Shopify POS with extensions, your network must allow access to these domains:
* `cdn.shopify.com`
* `extensions.shopifycdn.com`
Configure your firewall and content filtering systems to allow traffic from both domains.
For detailed network configuration instructions, see Shopify’s guide: [**Setting up your network for Shopify POS**.](https://help.shopify.com/en/manual/sell-in-person/shopify-pos/setting-up-your-network-for-shopify-pos)
# Hide Smile branding
Source: https://help.smile.io/en/articles/10729340-hide-smile-branding
Remove Smile branding from your reward panel.
You can hide Smile branding to create a seamless, on-brand experience for your customers.
**Feature availability**: Hiding Smile branding is available on **Essential, Standard, Growth, Plus and Enterprise plans**
## Hide Smile branding
To remove Smile branding from your reward panel:
1. From Smile Admin, navigate to **On-site content > [Panel](https://app.smile.io/on-site/panel)**
2. Click on the **Appearance** tab.
3. In the **Smile attribution** card, select **None**.
4. Click **Save**.
**Important:** UI changes might not appear immediately. It can take up to **15 minutes** for updates to show on your store.
# Troubleshoot birthday points
Source: https://help.smile.io/en/articles/11074454-troubleshoot-birthday-points
Learn how to check if and when a customer received birthday points, and troubleshoot why they may not have earned them.
Customers may not receive birthday points if they don't meet the criteria of the reward. You can use Smile Admin to **view (but not edit)** a customer's birthday and points history to determine whether points were awarded and why they may not have been.
**Tip:** To review how and when birthday points are awarded - and to understand Smile's built-in security measures - read our guide on [understanding birthday points](/en/articles/4036229-understand-birthday-points).
## Why birthday points may not be awarded
If a customer did not receive birthday points, Smile Admin can help you identify the cause. The three most common reasons are:
1. **Time zone delay**: Birthday points are issued at approximately 12 AM EST on the customer's birthday. However, it may take time for all birthday points to be processed. If you are outside of the Eastern time zone, points may appear later in your day.
2. **The date was entered too close to the birthday**: Customers must enter their birthday at least 30 days in advance to receive birthday points that year.
3. **They have already earned birthday points** - If a customer has already earned birthday points within in the past 365 days they will not receive them again until the next year.
## Review a customer's birthday
To determine if a customer entered the date too close to their birthday, you can view a customer's birthday and when they entered it into the Smile panel:
1. In Smile Admin, navigate to **Program** > **[Customers](https://app.smile.io/customers).**
2. Search for the customer's name or email.
3. Click on the customer you'd like to view.
4. In the **Details** card, review the customer's birthday and the date they entered it into the Smile panel.
**Tip:** If a customer didn't earn birthday points you can choose to [manually award them](/en/articles/4036217-adjust-customer-points-balance).
## Review a customer's points history
To view a customer's previous points earnings and determine if they have already earned birthday points in the last 365 days:
1. In Smile Admin, navigate to **Program** > **[Customers](https://app.smile.io/customers).**
2. Search for the customer's name or email.
3. Click on the customer you'd like to view.
4. In the **Activity** card, review the customer's activity to see if they have previously earned birthday points, and when they were earned.
# Add Loyalty Hub to your store
Source: https://help.smile.io/en/articles/11325846-add-loyalty-hub-to-your-store
Let customers earn points, redeem for rewards, and track their loyalty progress directly from their customer account—in just a few clicks.
Loyalty Hub gives your customers a dedicated place to view their points balance, track rewards, and redeem points for available rewards.
**Feature availability**: Loyalty Hub is available on **Growth, Plus** and \*\*Enterprise \*\*plans for merchants on **Shopify only.**
## What to expect
Once added to your customer account area, Loyalty Hub is created and populated automatically—no code edits or page builders required.
The page works with all loyalty program configurations, including your ways to earn points and ways to spend points. When you update your loyalty program—such as adding new earning or spending options, updating brand imagery, or enabling or disabling features—Loyalty Hub updates automatically.
You can further customize the page by choosing typography, colors, and section titles that match your brand and create excitement for your customers.
## Add Loyalty Hub to customer account
Follow these steps to add Loyalty Hub:
1. From Shopify admin, navigate to **Settings >** **[Checkout](https://admin.shopify.com/settings/checkout).**
2. Under Configurations, click **Customize.**
3. In the main menu, click the **Apps** icon.
4. In the left sidebar, find **Loyalty Hub**.
5. Click **+** and add page to **Accounts.**
6. Click **Save**.
**Tip:** If you complete this step on a live checkout and account profile, customers may be able to access Loyalty Hub immediately. Customer discovery depends on whether you've added a link to the customer account navigation. If you need time to preview the page, wait to add the navigation link until you're ready, or configure the page on a non-live checkout and account profile.
## Add a link to the customer account navigation
To add a Loyalty Hub link to your navigation:
1. From Shopify Admin, click **Content** > **[Menus](https://admin.shopify.com/store/content/menus).**
2. Select **Customer account main menu.**
3. Click **+ Add menu item.**
4. Enter a label for the link.
5. Click **Search or paste link** > **Apps** > **Loyalty Hub (Smile.io).**
6. Click **Save.**
**Note:** To change the name of the **Loyalty Hub** link in your customers' account navigation, return to the **Customer account main menu** and edit the menu item's label.
## Using Loyalty Hub with legacy customer accounts
Loyalty Hub works best with Shopify's new customer accounts, but you can still use it with legacy customer accounts.
When your store uses legacy customer accounts, Shopify sends customers to the legacy account experience when they click standard **Account** links in your theme. However, you can still give customers access to Loyalty Hub by linking to it directly using the steps above.
**Important:** When customers click the Loyalty Hub link, they're prompted to sign in using Shopify's new customer account sign-in experience, even if your store is using legacy customer accounts. After signing in, they're taken directly to Loyalty Hub. Any default **Account** links in your theme will continue to open the legacy customer account pages.
**Note:** If you're unable to add Loyalty Hub using the steps above, you may need to temporarily switch to new customer accounts, add Loyalty Hub, and then switch back to legacy customer accounts.
## How to get your Loyalty Hub link
You can link to Loyalty Hub in your navigation using the steps above. To share your Loyalty Hub elsewhere, you'll need to copy the link directly from your own store by following the steps below.
* Make sure Loyalty Hub is enabled for your store.
* Open your store and navigate to a customer account page.
* Open Loyalty Hub from that page.
* Copy the full URL from your browser's address bar.
**Note** The Loyalty Hub link is created automatically for your store and can only be copied from the customer account page.
## Customize the Loyalty Hub
Loyalty Hub is highly customizable, so you can match it to your brand and make it feel like a natural part of your store.
See our dedicated guide for instructions: [Customize the Loyalty Hub](/en/articles/11325869-customize-loyalty-hub).
## Loyalty Hub availability
It's possible to add Loyalty Hub in Shopify's checkout editor regardless of your Smile plan. However, Loyalty Hub is only available on Smile Growth, Plus, and Enterprise plans.
**If you've added Loyalty Hub in the checkout editor and your Smile plan doesn't include Loyalty Hub:**
* In Shopify Admin, you'll see a preview with a message explaining that Loyalty Hub isn't available on your current Smile plan.
* Customers who open the Loyalty Hub page will see a **Loyalty updates in progress** message instead of Loyalty Hub content.
# Customize Loyalty Hub
Source: https://help.smile.io/en/articles/11325869-customize-loyalty-hub
Brand your Loyalty Hub by customizing text, images, icons, colors and fonts. No code required.
Loyalty Hub gives customers somewhere to view their loyalty points, track rewards, and redeem points for available rewards - all in one place. Make the page feel like part of your brand by following these steps.
**Feature availability**: Loyalty Hub is available on **Growth, Plus** and **Enterprise** plans for merchants on **Shopify only.**
**Tip:** Add Loyalty Hub to customer accounts by following our guide: [Add Loyalty Hub](/en/articles/11325869-customize-loyalty-hub).
## Page logo, colors & typography
Shopify customer accounts belong to the checkout architecture. Therefore the logo, colors and typography are inherited from checkout settings.
**Warning:** Changes made here will apply to both the customer account loyalty page and checkout.
1. From Shopify Admin, click **Settings > [Checkout](https://admin.shopify.com/store/settings/checkout).**
2. Select your checkout profile > **Customize.**
3. In the top bar, select **Loyalty Hub.**
4. In the action bar (left), click **Settings**.
5. Adjust branding settings.
6. Click **Save.**
## Page heading, description & section titles
The Loyalty Hub page heading, description, and section titles are configured directly in the customer account editor. The account editor is accessed through the checkout editor.
**Important:** Changes made here are only applicable to the Loyalty Hub.
1. From Shopify Admin, click **Settings** > **[Checkout](https://admin.shopify.com/store/settings/checkout).**
2. Select your checkout profile > **Customize.**
3. In the action bar (left), click **Apps** > **Added** > **Loyalty Hub.**
4. Enter your custom text.
5. Click **Save.**
**Note**: Aside from the page heading, description, and section headings covered above, the remaining text in the Loyalty Hub can't be customized. This includes button labels, status labels, and card headings such as "Points Balance" and "Current VIP Tier."
## **Section visibility**
The **Points**, **Referrals**, and **VIP** sections on your Loyalty Hub are displayed based on which programs are enabled in Smile Admin. Disabling a program automatically removes its corresponding section from the page. Individual sections can't be shown or hidden separately.
## Hero image & other imagery
Since the checkout and account editors don't allow image uploads, your images are pulled from your settings in Smile Admin.
| **Image** | **Location on page** | **How to change** |
| -------------------------------- | ---------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Hero image** | Page header | 1. From Smile Admin, click **Settings** > [**Branding**](https://admin.shopify.com/store/apps/smile-io/settings/branding) > **Customer account page** > **Edit.** 2. Replace image. 3. Click **Save.** |
| **Redemption popup cover image** | Redemption popup | ☝️ As above. |
| **Product fallback image** | Points shop thumbnail & redemption popup if no product image is defined in Shopify | ☝️ As above. |
| **Points balance icon** | Next to points balance section in header | ☝️ As above. |
**Note:** Changes made here are only applicable to the Loyalty Hub.
### Image sizing recommendations
Your hero image appears most prominently in the Loyalty Hub, so choosing a clear **landscape** image is recommended. The Loyalty Hub will automatically adjust your images to fit, so you don't need to use exact dimensions unless you prefer more precise guidance.
**If you'd like specific dimensions to follow, here are the recommended sizes:**
* **Hero image** (landscape): 631 × 293 px
* **Redemption popup cover image** (landscape): 437 × 204 px
* **Product fallback image** (square): 318 × 318 px
* **Points balance icon** (square): 46 × 46 px
## Earn, redeem, referral & VIP card labels & icons
Card labels and icons are inherited directly from your loyalty program settings.
| **Image** | **Location on page** | **How to change** |
| ------------------------------- | ----------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Earn points labels & icons** | Earn points grid | 1. From Smile Admin, click **Program** > **Points** > [**View all ways to earn**](https://admin.shopify.com/store/apps/smile-io/reward-programs/points/actions). 2. Click any of the ways to earn. 3. Edit name/icon. 4. Click **Save.** |
| **Spend points labels & icons** | Spend points grid, redemption popup | 1. From Smile Admin, click **Program** > **Points** > [**View all ways to redeem**](https://admin.shopify.com/store/apps/smile-io/reward-programs/points/rewards). 2. Click any of the ways to redeem. 3. Edit name/icon. 4. Click **Save.** |
| **Referral labels & icons** | Referrals card | 1. From Smile Admin, click **Program** > **[Referrals](https://admin.shopify.com/store/apps/smile-io/reward-programs/referrals).** 2. Choose friend or advocate reward > **Edit.** 3. Edit name/icon. 4. Click **Save.** |
| **VIP tier labels & icons** | VIP header card, VIP program grid | 1. From Smile Admin, click **Program** > **[VIP](https://admin.shopify.com/store/apps/smile-io/reward-programs/vip).** 2. Click any VIP tier. 3. Edit name/icon. 4. Click **Save.** |
**Warning:** Changes made here will apply to both the Loyaly Hub and the storefront loyalty popup (if enabled).
## Previewing changes before saving
If your Loyalty Hub is placed on a live checkout & account profile, your customers might be able to access the page and see your pages immediately. Customer discovery is generally determined by whether a link to the new page has been added to the customer account navigation bar.
If you need time to preview your changes before your customers see them, delay adding a link to the customer account navigation until you're ready for customers to see it, or consider configuring the page on a non-live checkout & account profile.
# Manage API keys
Source: https://help.smile.io/en/articles/11328240-manage-api-keys
Manage your API keys to connect integrations, sync data into external systems, and interact with Smile's REST API.
API keys provide programmatic access to your Smile account and data. They can be used to connect outside integrations, sync data to external systems and databases, and to interact with Smile's [REST API](https://dev.smile.io/api).
For initializing Smile.js (our JavaScript SDK) to retrieve rewards data on the frontend, use your [publishable key](/en/articles/11878403-find-publishable-key) and a [signing key](/en/articles/11878129-manage-signing-keys) instead.
**Feature availability**: API access is available on **Plus and Enterprise** plans.
## Find your API keys
To view a list of existing API keys for your account:
1. In **Smile Admin**, navigate to **Settings** > **[Developer tools](https://app.smile.io/settings/developer-tools)**.
2. Find the card titled **Manage API keys**.
If your account has created any API keys, they'll be listed within this card. To see the specific permissions (access scopes) that an API key has, click **Scopes** beside the API key's name.
**Note:** For security reasons, it is only possible to view an API key's full value immediately after it is created. If you need this value again in future, we recommend creating a new API key.
## Create an API key
To create a new API key:
1. In **Smile Admin**, navigate to **Settings** > **[Developer tools](https://app.smile.io/settings/developer-tools)**.
2. In the **Manage API keys** card, click **Generate new API key**.
3. Fill in the **Name** field with a value that represents how and where the API key will be used (e.g. "data warehouse" or "mobile app").
4. Select one or multiple access scopes for the API key.
1. These will determine what type of data the API key can see or modify within your account. We recommend giving each API key only the minimum set of access scopes it needs.
5. Click **Generate**.
6. Copy the provided **API key** value to a safe place.
**Important:** For security reasons, you won't be able to see the API key value again after the initial creation, so make sure to save it in a safe place! We recommend a password manager like 1Password.
## Edit an API key
For security reasons, it is not possible to edit the name or change the access scopes for an API key after it has been created.
**Tip:** If you need to change the name or access scopes for an API key, just create a new API key instead, and then delete the old API key.
## Delete an API key
To delete an existing API key:
1. In **Smile Admin**, navigate to **Settings** > **[Developer tools](https://app.smile.io/settings/developer-tools)**.
2. In the **Manage API keys** card, locate the API key that you wish to delete.
3. Beside the key you wish to delete, click the delete icon.
4. Type the full name of the API key and click **Permanently delete**.
**Caution:** Once an API key is deleted, it will immediately stop functioning. Be sure to update any external systems or integrations using the API key before deleting the API key itself.
# Migrate from a Legacy Private Key to API keys
Source: https://help.smile.io/en/articles/11730614-migrate-from-a-legacy-private-key-to-api-keys
Migrate away from using a Legacy Private Key and start using API keys to interact with Smile's API or sync data to external systems.
Smile has introduced API keys as a replacement for Legacy Private Keys when interacting with the Smile REST API. API keys offer more granular access control, are easier to rotate, and are the best way to securely interact with Smile's REST API + sync data into external systems.
This article explains everything you need to know about the differences, and describes how to migrate from using a Legacy Private Key to instead using one (or many) API keys in their place.
**Feature availability**: API access is available on **Plus and Enterprise** plans.
**Warning:** Legacy Private Keys will stop working after January 31, 2026. Please ensure you complete the migration before this date.
## Differences between Legacy Private Keys and API keys
The differences between Legacy Private Keys and API keys exist in four areas. That is, the granularity with which they grant access to resources, the process for rotating them, the quantity that each account can have, and what they start with. At a glance:
| | 🔏 **Privileges** | 🔁 **Rotation** | 🧮 **Quantity** | 📝 **Starts With** |
| ----------------------- | ----------------- | ---------------------- | --------------- | ------------------ |
| **Legacy Private Keys** | All-access | Downtime required | 1 per account | `int_` or `sk_` |
| **API keys** | Scoped per-key | Zero-downtime rotation | Unlimited | `api_` |
**Privileges:**
* Legacy Private Keys have access to all resources within a given account.
* An API key only has access to the resources it was specifically granted access to at the time it was created. This allows you control exactly what each key (or service you're giving the API key to) has access to, and ensure it never accesses data that it shouldn't.
**Rotation:**
* Legacy Private Keys require downtown and manual assistance from Smile in order to rotate.
* API keys can be rotated within Smile Admin with zero downtime. This allows you to easily (and rapidly) rotate keys when staff members leave or in the event that the key is ever compromised.
**Quantity:**
* Each account has only one Legacy Private Key, which must be shared across all services that the account is integrated with.
* Each account can have an unlimited number of API keys, allowing you to easily create and manage access for each service or system you want to sync to or integrate with.
**Starts With:**
* All Legacy Private Keys will start with `int_` or `sk_`.
* All API keys will start with `api_`.
**Tip:** If you need help convincing your boss to make the switch, we recommend saying, "API keys help us better protect our rewards data with industry-standard features like granular access control and zero-downtime key rotation, so it seems like a big win for security!"
## How to determine where migration is needed
The easiest way to identify where you need to migrate from a Legacy Private Key to API keys is to check all of your systems and services that integrate with Smile. Commonly, this will include places like mobile app builders or email service providers. Sometimes providers mix and match terms, but if you had to copy and paste a "private key," "key," "API key," or "API token" into the service to make it work, then it might be using a Private Key.
To verify if the service is using a Legacy Private Key, you can look at the value of the key/token you copy & pasted:
* If it starts with `int_` or `sk_`, then it's a Legacy Private Key and needs to be migrated.
* If it starts with `api_`, then it's already an API key and no action is needed!
**Important:** Official Smile integrations (e.g. those listed on the [Integrations](https://app.smile.io/integrations) page in Smile Admin) don't use your Legacy Private Key and do not require migration. Only integrations that asked you to manually copy and paste a key into their own interface may require migration.
## Migrate from using a Legacy Private Key to API keys
**Pre-requisites:** Before completing this guide, you'll need to ensure the following.
* Your account is on a plan that includes API access. The easiest way to confirm this is in **Smile Admin**, going to **Settings** > **[Developer Tools](https://app.smile.io/settings/developer-tools)**. If you see a card to **Manage API keys** and there is a button to generate a new API key, then you have access!
* You have a full and complete list of any existing services or integrations currently using your Legacy Private Key ([see above](#how-to-determine-where-migration-is-needed)).
**Migration steps:** For each of the places/services where you're currently using a Legacy Private Key, follow these steps to complete the migration without any downtime.
1. In Smile Admin, [create a new API key](/en/articles/11328240-manage-api-keys#create-an-api-key) specifically for the service.
1. Choose a name that represents what the key will be used for (e.g. "Data Warehouse Sync"), and grant only the access scopes required for performing the task the API key will perform.
2. If you're not sure what access scopes the service needs, confirm with your own team or the makers of the integration.
3. **FYI:** Creating an API key will not cause your Legacy Private Key to stop working. This means the migration can happen without downtime!
2. Copy the new API key from Smile and paste it into the service/place where you were previously using a Legacy Private Key.
3. Repeat these steps for every service where you're currently using a Legacy Private Key.
Once you've repeated the steps above for every place where you're currently using a Legacy Private Key, your migration is complete! January 31, 2026 is the official end-of-life date for Legacy Private Keys, and after that time your Legacy Private Key will stop working without any action required on your part. Until then, both API keys and Legacy Private Keys will continue to function.
**Tip:** After completing the migration, be sure that if any new services need access to your account data, you create a new API key for them (instead of giving them your Legacy Private Key).
# Redeem customer points in Smile Admin
Source: https://help.smile.io/en/articles/11793706-redeem-customer-points-in-smile-admin
Spend points on behalf of a customer and issue a discount code.
Spending points on behalf of a customer lets you claim one of their available rewards and generate a discount code directly in **Smile Admin** using their existing points balance. This is helpful if a customer is unable to redeem a reward themselves or has asked you to do it for them.
* This process **uses the customer's points** to claim a reward from your existing loyalty program setup.
* It **cannot** be used to create a standalone discount code that isn't linked to a points redemption.
* The **reward option must already exist** in your program before you can redeem it.
**Note**: This article covers redeeming points on behalf of a customer in Smile Admin for online use. To redeem points during an in-store purchase using Shopify POS, see: [**Set up and spend points in-store**](/en/articles/4036276-set-up-and-spend-points-in-store).
## Spend points for a customer
Before redeeming, confirm that:
* The customer has **enough points** to redeem the selected reward.
* The reward redemption option **already exists** in your loyalty program setup.
To spend points for a customer and generate a discount code:
1. In Smile Admin, navigate to [**Customers**](https://app.smile.io/customers).
2. Search for and select the customer.
3. In the **Points** card, click **Spend points**.
4. Choose the reward you'd like to redeem.
5. Click **Redeem reward.**
6. Click **Copy code** to copy the customer's discount code.
7. Click **Done**.
The customer will automatically receive an email with the discount code once the reward has been redeemed.
**Tip:** If you're creating a Shopify draft order, you can apply the customer's Smile reward code directly to the draft order.
# Manage customers
Source: https://help.smile.io/en/articles/11793874-manage-customers
Add, edit, or remove customers from your loyalty program through your eCommerce platform.
Smile automatically syncs customer accounts from your Shopify or BigCommerce store to keep your loyalty program up to date. You can add, edit, or remove customers directly in your eCommerce platform, and Smile will reflect those changes during its nightly sync.
**Note:** Smile syncs customer data overnight (EST/EDT). If you add, edit, or delete a customer in your eCommerce platform, changes will appear in Smile the following day.
## Add customers
Smile automatically adds newly created customer accounts from Shopify or BigCommerce to your loyalty program, eliminating the need for manual entry. Your [**Customers list**](https://app.smile.io/customers) stays up to date with daily syncs.
To manually add a customer, create a new customer profile in your Shopify or BigCommerce admin and include a *valid email address*. Smile will sync this profile during the next nightly update.
To add a customer immediately, they must create an account through your online store, or complete a purchase. This instantly sends their customer record to Smile. For stores using Shopify's new customer accounts, a customer is also added immediately when they log in and Smile content loads during that session — for example, the Smile panel or Loyalty Hub.
## Delete customers
To delete a customer profile from your loyalty program, delete their profile in your Shopify or BigCommerce admin. Smile will detect the change and remove them during the next nightly sync—no further action is required.
**Tip:** Want to exclude a customer from your loyalty program? Learn how in our guide on [excluding customers from participating in your program](/en/articles/4036235-exclude-a-customer).
## Edit customers
To update customer details such as name or email address, make these changes in your Shopify or BigCommerce admin. Smile will apply these updates during the next sync to keep your loyalty program data accurate.
If a customer's email address is removed in Shopify, Smile won't accept the blank value — the customer's existing email address is kept on their loyalty profile. Shopify placeholder email addresses are also treated as valid and will be synced to the customer's loyalty profile.
**Note**: Customers also manage their account details through their store account. To update details like a password—or fix login issues—they'll need to make changes directly in their store account.
**Tip:** You can also edit a customer's loyalty information using our guides on [changing a customer's VIP tier](/en/articles/4036327-change-customer-vip-tier) or [adjusting a customer's points balance](/en/articles/4036217-adjust-customer-points-balance).
## Merge customer accounts in Shopify
You can follow [Shopify's guide on how to merge customers](https://help.shopify.com/en/manual/customers/manage-customers#customer-profiles-merge) to combine customer profiles in your store.
Smile doesn't currently integrate with Shopify's customer merge feature. When Shopify merges two customer profiles into one, Smile doesn't merge the associated loyalty data. Because Smile syncs customer accounts with Shopify, the Smile account associated with the profile that isn't retained is deleted, including its points balance, order history, and any pending referrals. The loyalty data associated with the retained customer profile isn't affected.
**Before completing the merge in Shopify, make a note of the points balance for the customer profile that will be removed during the merge.** Once the merge is complete, this information can't be recovered.
If you'd like to preserve the customer's points, **[manually adjust the remaining customer's points balance](/en/articles/4036217-adjust-customer-points-balance) in Smile after the merge.** Rewards (discount codes) can't be transferred between customer accounts.
**Note:** When customer profiles are merged in Shopify, orders from the deleted profile are reassigned to the remaining customer profile. If any of those orders were placed within the past year while Smile was installed, they may earn points again on the remaining customer's account. Review the customer's points earning after the merge and [adjust manually](/en/articles/4036217-adjust-customer-points-balance) if needed.
# Deactivate referral program
Source: https://help.smile.io/en/articles/11800524-deactivate-referral-program
Temporarily disable or pause your referral program, or reactivate a referral program that is currently deactivated.
Deactivating your referral program will pause the program for your customers, including removing access to their referral links. You can continue to make changes to your program while it's deactivated.
A program (Points, Referrals, or VIP) must be enabled to appear on your storefront. If a program is deactivated, it will not be visible to customers on your site.
**Important:** The Points, Referral and VIP programs can be deactivated or activated independently of each other. To deactivate another program, read our guides on [deactivating a points program](/en/articles/4036222-deactivate-points-program) or [deactivating a VIP program](/en/articles/11801166-deactivate-or-reactivate-vip-program).
## Deactivate or activate your referral program
To deactivate or reactivate your referral program:
1. In Smile Admin, navigate to **Program** > [Referrals](https://app.smile.io/reward-programs/referrals).
2. In the **Referral status** card, click **Deactivate** or **Activate.**
**Note:** All customizations applied prior to deactivating your referral program, or changes made while it is deactivated, are saved to your Smile account. You won't need to re-customize your program after reactivating.
## Program behavior while deactivated
While a referral program is deactivated:
* The referral section of the panel will not be visible on your website. (Note: if points and/or VIP programs remain active, these sections will remain visible.)
* Referral links will not work, and customers will not be able to share their referral link through the panel or nudges.
* New customers won't be able to follow a friend's referral link for a reward.
* Rewards will not be issued for referral purchases.
* Previously generated loyalty coupons or points earned through referrals will remain active and customers will be able to use them.
# Deactivate or reactivate VIP program
Source: https://help.smile.io/en/articles/11801166-deactivate-or-reactivate-vip-program
Temporarily disable or pause your VIP program, or reactivate a VIP program that is currently deactivated.
Deactivating your VIP program will pause the program for your customers, including movement through VIP tiers and entry rewards. If changes are made to your tiers while the program is paused, they will affect the tier placement of new and existing customers when the program is reactivated.
A program (Points, Referrals, or VIP) must be enabled to appear on your storefront. If a program is deactivated, it will not be visible to customers on your site.
**Feature availability**: VIP is available on **Growth, Plus,** and **Enterprise** plans.
**Important:** The Points, Referral, and VIP programs can be deactivated or activated independently of each other. To deactivate other programs, read our guides on [deactivating a points program](/en/articles/4036222-deactivate-points-program) or [deactivating a referral program](/en/articles/11800524-deactivate-referral-program).
## Deactivate your VIP program
Deactivating your VIP program will pause the program for new and existing customers. To deactivate your VIP program:
1. In Smile Admin, navigate to **Program** > **[VIP](https://app.smile.io/reward-programs/vip).**
2. In the **VIP status** card, click **Deactivate program.**
## Program behavior while deactivated
While your VIP program is deactivated:
* The VIP section of the panel will not be visible on your website. (Note: if points and/or referral programs remain active, these sections will remain visible.)
* Customers will not move between tiers or earn entry rewards for tiers.
* VIP emails will not be sent.
* Previously generated loyalty coupons or points earned from previous VIP tiers will remain active and customers will be able to use them.
* *Shopify only:* VIP metafield syncing will be paused while the program is deactivated and automatically resumed when you reactivate it.
## Reactivate your VIP program
If you've deactivated your VIP program for any reason, including to make changes to your settings, you'll need to re-enable it for your new program settings to take effect.
To reactivate your VIP program:
1. In Smile Admin, navigate to **Program** > [VIP](https://app.smile.io/reward-programs/vip).
2. In the **VIP status** card, click **Activate program.**
## Program behavior when reactivated
When your VIP program is reactivated:
Any **new customer** that joins your VIP program:
* Will have their VIP tier calculated using your new program settings.
Any **existing customers** who were already in your VIP program:
* Will have their VIP tiers recalculated using your new program settings.
* Could lose their VIP tier if you've modified earning conditions, added a tier, or removed a tier.
* Will not receive entry rewards or email notifications if their tier changes on the recalculation, but they will continue to earn entry rewards for future tier movement.
**Important:** If your VIP program uses the 'One Calendar Year' milestone period and is reactivated, tier calculations will be based on **January 1st of the most recent calendar year**. For example, if your program start dates is **July 1, 2024**, but you re-enable it on **January 10, 2025**, Smile will calculate tiers based on customer activity from **January 1, 2025**.
## How to prevent customers from losing their VIP after reactivation
If you'd like to make changes to your VIP program, but ensure that existing customers do not lose their VIP tier, you can manually update their tier after making any changes.
To keep your existing customers in their VIP tiers:
1. [Export a list of your customers](https://app.smile.io/customers/filter-and-export) and their current VIP tier *before* you disable your program.
2. Disable your VIP program.
3. Make any desired configuration changes to your VIP program.
4. Re-enable your VIP program.
5. Import your customer list using our [**Adjust customers**](/en/articles/4036327-change-customer-vip-tier) feature to place them into the tier they were in before you made your program changes.
**Important:** If your VIP program uses the ***One calendar year*** milestone period, customers added through an import keep the assigned tier for the rest of the current calendar year and the following full calendar year, regardless of any existing milestone progress or tier expiration date. For example, a customer placed in Gold in November 2026 keeps Gold for the rest of 2026 and all of 2027.
# Manage signing keys
Source: https://help.smile.io/en/articles/11878129-manage-signing-keys
Manage your signing keys to use and integrate with Smile's frontend libraries and JavaScript SDK.
Signing keys are used to [initialize Smile's JavaScript SDK](https://dev.smile.io/js/initializing) and authorize your frontend code to make requests on behalf of a specific customer, allowing you to deeply integrate Smile rewards data and functionality into your website or application.
For programmatic access to your account data via Smile's REST API, use [API keys](/en/articles/11328240-manage-api-keys) instead.
**Feature availability**: Signing keys are available on **Plus and Enterprise** plans.
## Find your signing keys
To view a list of existing signing keys for your account:
1. In **Smile Admin**, navigate to **Settings** > **[Developer tools](https://app.smile.io/settings/developer-tools)**.
2. Find the card titled **Manage signing keys**.
If your account has created any signing keys, they'll be listed within this card.
## Create a signing key
To create a new signing key:
1. In **Smile Admin**, navigate to **Settings** > **[Developer tools](https://app.smile.io/settings/developer-tools)**.
2. In the **Manage signing keys** card, click **Generate new signing key**.
3. Fill in the **Name** field with a value that represents how and where the signing key will be used (e.g. "main website" or "marketing landing page").
4. Click **Generate**.
5. Copy the provided **Signing key** value to a safe place.
**Important:** For security reasons, you won't be able to see the signing key value again after the initial creation, so make sure to save it in a safe place! We recommend a password manager like 1Password.
## Edit a signing key
For security reasons, it is not possible to edit a signing key after it has been created.
**Tip:** If you need to change the name for a signing key, just create a new signing key instead, and then delete the old signing key.
## Delete a signing key
To delete an existing signing key:
1. In **Smile Admin**, navigate to **Settings** > **[Developer tools](https://app.smile.io/settings/developer-tools)**.
2. In the **Manage signing keys** card, locate the signing key that you wish to delete.
3. Beside the key you wish to delete, click the delete icon.
4. Type the full name of the signing key and click **Permanently delete**.
**Caution:** Once a signing key is deleted, it will immediately stop functioning. Be sure to update any websites or surfaces using the signing key before deleting the signing key itself.
# Find publishable key
Source: https://help.smile.io/en/articles/11878403-find-publishable-key
Locate your account's publishable key to initialize Smile's JavaScript SDK.
Your publishable key is a unique identifier for your account and is safe to expose publicly. It is used to [initialize Smile's JavaScript SDK](https://dev.smile.io/js/initializing), allowing you to deeply integrate Smile rewards data and functionality into your website or application.
To initialize the SDK, you'll also need a [signing key](/en/articles/11878129-manage-signing-keys).
**Feature availability**: Publishable keys are available on **Plus and Enterprise** plans.
## Find your publishable key
To view your account's publishable key:
1. In **Smile Admin**, navigate to **Settings** > **[Developer tools](https://app.smile.io/settings/developer-tools)**.
2. Find the card titled **Publishable key**.
Your account's publishable key starts with `pub_` and will be displayed in the card.
# Manage customer birthdays
Source: https://help.smile.io/en/articles/11886789-import-birthdays-with-a-csv-file
Add or edit customer birthdays individually from a customer profile, or add them in bulk using a CSV file.
You can add or edit a customer's birthday directly in Smile Admin. You can do this one customer at a time directly from their profile in Smile Admin, or add birthdays in bulk using a CSV import. Birthday points are only awarded if the **Celebrate a birthday** earning action is enabled in your program.
**Note**: To understand how birthday points work and when they're awarded, see [Understand birthday points](https://help.smile.io/en/articles/4036229-understand-birthday-points). If a customer didn't receive points, see [Troubleshoot birthday points](https://help.smile.io/en/articles/11074454-troubleshoot-birthday-points).
## Add a birthday for an individual customer
You can add or edit a customer's birthday directly from their profile in Smile Admin.
1. In Smile Admin, navigate to **Program** > **Customers**.
2. Search for the customer by name or email.
3. Click the customer you want to edit.
4. In the **Details** card, click **Add birthday** (if no birthday is saved) or **Edit** (if one already exists).
5. Enter the customer's birth month and day. Birth years are not displayed or editable in Smile Admin.
6. Click **Save** to confirm.
**Important:** If you add or update a birthday within 30 days of the customer's birthday, they won't receive points on that birthday. They'll receive them as normal from the following year.
## Add birthdays for multiple customers (CSV import)
If you need to add birthdays in bulk, you can import them using a CSV file. Note that the CSV import cannot be used to update birthdays that are already saved — use the **Edit** option on the customer profile for that.
### **Before you start**
Dates must be in `YYYY-MM-DD` format (e.g. `1990-12-25`). If you don't have a customer's birth year, use `1004` in the year field.
Smile only uses the month and day for birthday rewards. Birth years are not displayed in Smile Admin and are not used when awarding birthday points.
**Tip:** You can [download a sample CSV template](https://app.smile.io/samples/sample-birthday-import.csv) to see the required format before you start.
### **Important notes**
* Only customers already in Smile will be updated — new customers cannot be added with this process.
* Existing birthdays will not be overwritten if they are already saved.
* Invalid dates or unrecognized customers will be skipped.
### **Import the CSV**
1. In Smile Admin, navigate to **Customers**.
2. Click **Adjust customers** > **Import birthdays**.
3. Upload your CSV in the upload window.
4. Review and confirm the import.
## FAQ
**Will adding a birthday in Smile Admin trigger points immediately?** No. The standard birthday points rules still apply — including the 30-day advance requirement and the once-per-year limit.
**Can I edit a birthday that a customer already entered themselves?** Yes. The **Edit** button appears on the customer profile whenever a birthday is already saved, regardless of who entered it.
**Can I use the CSV import to correct a birthday that's already saved?** No. The CSV import skips any customer who already has a birthday on file. To update an existing birthday, use the **Edit** option on the customer's profile instead.
**Will the customer be notified when I add or edit their birthday?** No. Customers are only contacted when birthday points are actually awarded on their birthday.
# Customize email sender name and reply-to address
Source: https://help.smile.io/en/articles/11896011-customize-email-sender-name-and-reply-to-address
Configure the sender name your customers see and the email address that receives their replies.
Customize your email sender name and reply-to email address to keep your loyalty emails clear and on-brand. The sender name appears alongside your emails in your customers' inboxes, and the reply-to email address determines where customer replies are sent. You can update both settings at any time on any Smile plan.
**Note:** Customer emails are sent from [**rewards@customer-mail.smile.io**](mailto:rewards@customer-mail.smile.io). This address can't be changed because it's used for email authentication and reliable delivery.
## Customize your sender name and reply-to email
To update the sender name and reply-to email address:
1. In Smile Admin, navigate to **Settings** > [**General**](https://app.smile.io/settings/general).
2. In the **Customer Notifications** card, update the **Sender Name** and **Reply-to-email** fields.
3. Click **Save**.
**Note:** [yahoo.com](http://yahoo.com) and [aol.com](http://aol.com) email addresses can't be used as reply-to addresses.
# Understand performance benchmarks
Source: https://help.smile.io/en/articles/12109028-understand-performance-benchmarks
Review key engagement metrics to track your loyalty program's performance.
Performance benchmarks are displayed in your [analytics dashboard](https://app.smile.io/analytics) and let you quickly review your loyalty program's performance through key metrics. These metrics give you the data to easily assess how your program is doing and compare it to similar merchants using Smile.
**Feature availability**: Performance benchmarks are available on **Growth, Plus, and Enterprise** plans.
## Key performance benchmarks
### Redemption rate
**Defined as**: The number of points redeemed divided by the number of points earned in the last 30 days.
**Why it's important:** Indicates how much customers value your rewards and whether they know how to use them.
* ✅ **High rate:** Rewards are compelling, and customers are actively engaging with their points.
* ⚠️ **Low rate:** Rewards may not be appealing enough, or customers may need reminders to use their points.
### Order earning rate
**Defined as**: The percentage of total orders placed in the last 30 days that earned points.
**Why it's important:** Reflects how well your program is integrated into the customer journey.
* ✅ **High rate:** Customers are actively earning points, deepening loyalty and encouraging repeat purchases.
* ⚠️ **Low rate:** Customers may be unsure how to join, or it may be time to enable guest earning so every order helps build loyalty.
### Reward usage rate
**Defined as**: The percentage of redeemed rewards (discount coupons) that were used on an order.
**Why it's important:** Measures how often customers turn their rewards into real purchases.
* ✅ **High rate:** Customers are applying rewards and completing purchases — a strong sign your program is creating value.
* ⚠️ **Low rate:** Customers may redeem without placing an order or encounter friction at checkout, which means rewards aren't reaching their full potential.
### Membership rate
**Defined as**: The percentage of customers who placed an order in the last 30 days who are loyalty program members.
**Why it's important:** Shows how well your program is converting customers into members and how visible it is throughout the customer journey.
* ✅ **High rate:** Customers see the value in joining, and the program is well-promoted during the purchase journey.
* ⚠️ **Low rate:** Customers may not be aware of your program or may not clearly see the benefits of signing up.
## How to use this data
Performance benchmarks help you understand whether your loyalty program is delivering value to both your customers and your business.
Here are a few ways to put the data into action:
* **Spot strengths and gaps** – Compare your redemption, earning, and membership rates to identify which areas are thriving and which might need attention.
* **Test and adjust rewards** – If redemption or reward usage is low, try new reward types, adjust point values, or remind customers how to redeem.
* **Promote membership growth** – A low membership rate may signal the need for more prominent program promotion across your store and marketing channels.
* **Track over time** – Monitor these metrics regularly in your analytics dashboard to measure the impact of changes and see how your program improves.
Using benchmarks as part of your routine program review ensures you're not just tracking engagement but also making informed decisions that strengthen customer loyalty.
# Understand business growth analytics
Source: https://help.smile.io/en/articles/12109185-understand-business-growth-analytics
See how your loyalty program drives revenue and retention with key growth metrics.
**[Business Growth](https://app.smile.io/analytics)** [analytics](https://app.smile.io/analytics) give you an overview of how Smile contributes to your bottom line over the past 12 months. It highlights revenue and customer behavior influenced by your loyalty program, helping you clearly see its impact on long-term growth.
**Feature availability**: Business Growth analytics are available on **Standard**, **Growth, Plus, and Enterprise** plans.
## Business growth metrics
Within the **Business Growth** section, you'll find key metrics that show how members interact with your program and how those interactions translate into revenue.
### Loyalty-driven revenue
**What it is:** The total sales where a Smile discount code was used. This includes purchases made with points redemptions, referral rewards, and VIP perks.
**Why it's important:** This metric shows your program's direct financial contribution. It helps you understand loyalty incentives turn into real sales and measure ROI.
### Member CLV (customer lifetime value)
**What it is:** The estimated lifetime value of members in your loyalty program — the total revenue a member is expected to generate over their relationship with your brand.
**Why it's important:** CLV reflects the long-term health of your member base. A higher CLV signals stronger relationships, better retention, and more sustainable revenue growth from loyal customers.
### Member purchase frequency (annual)
**What it is:** The average number of orders placed per year by members of your loyalty program.
**Why it's important:** This metric shows how often members return to shop. A higher purchase frequency signals stronger engagement, happier members, and greater revenue potential.
## How to use this data
Tracking these metrics helps you measure both the immediate sales impact of your program and the long-term value it creates through retention and repeat purchases.
Here are some practical ways to turn these insights into action:
* **Measure campaign success:** Track changes in loyalty-driven revenue after launching new rewards, VIP tiers, or referral bonuses to see what resonates most with your customers.
* **Forecast growth:** Use trends in CLV and purchase frequency to project future revenue, marketing, and retention strategies.
# Understand customer segments analytics
Source: https://help.smile.io/en/articles/12110423-understand-customer-segments-analytics
Understand how key loyalty segments contribute to your business growth.
The [**Customer Segments**](https://app.smile.io/analytics) chart helps you see how loyalty members drive growth. You can review behavior and spending patterns by group to quickly compare members to non-members, and redeemers to non-redeemers. All data reflects customers who have placed orders in the last 12 months.
**Feature availability**: Customer Segment analytics are available on **Standard**, **Growth, Plus, and Enterprise** plans.
## Segments tracked
### Members vs non-members
Shows how membership impacts customer spend, purchase frequency, and order value.
* **Members**: Customers who have joined your loyalty program.
* **Non-members**: Customers who shop with you but haven't joined your program.
### Redeemers vs non-redeemers
Shows the effect of reward redemption on engagement and annual spend.
* **Redeemers**: Customers who have redeemed their points for rewards.
* **Non-redeemers**: Customers who have not redeemed any points.
## Metrics shown
Each segment comparison includes the following metrics:
* **Total customers**: The number of customers in the segment and their percentage of the total customer base.
* **Average annual spend**: The average total revenue per customer over the past 12 months.
* **Annual purchase frequency**: The average number of orders each customer placed in the last 12 months.
* **AOV (average order value)**: The average spend per order for customers in that segment.
**Note:** Excluded customers — customers who have been manually removed from the program — are excluded from all Customer Segments analytics.
## How to use this data
Use these insights to see how different customer groups affect your business. Comparing segments helps you measure loyalty program success and spot new ways to drive growth.
Here are some practical ways to turn these insights into action:
* **Benchmark growth**: **All customers** is your full customer population, which you can view as your baseline and measure how each segment performs against it.
* **Spot loyalty program impact**: Compare members vs non-members to see if loyalty sign-ups are increasing spend and repeat purchases.
* **Measure reward effectiveness**: Compare redeemers vs non-redeemers to see if redemptions are encouraging higher purchasing behavior.
# Understand points activity
Source: https://help.smile.io/en/articles/12118748-understand-points-activity
Review points activity to see how members engage with points and rewards.
The **[Points Activity](https://app.smile.io/analytics)** dashboard gives you a clear view of how customers earn and redeem points over time. By regularly reviewing these metrics, you can spot trends in engagement, ensure rewards are appealing, and make adjustments to keep your program effective.
**Feature availability**: Points Activity dashboard is available on **Essential**, **Standard**, **Growth, Plus, and Enterprise** plans.
## Key points metrics
The dashboard highlights four main metrics that summarize program performance at a glance. All data is shown for the last 30 days.
### Members added
**Defined as**: The number of new customers who signed up for your loyalty program.
**Why it matters:** A steady flow of new members shows your program is attracting interest and growing your community of loyal shoppers.
### Total points earned
**Defined as**: The total number of points customers earned by completing activities such as purchases, referrals, or social sharing.
**Why it matters:** High earning shows customers are actively engaging. It also indicates that the earning opportunities you've set up are motivating and easy to participate in.
### Total points redeemed
**Defined as**: The total number of points customers have redeemed.
**Why it matters:** Redemption is the clearest sign that customers find value in your rewards. A healthy points redemption total shows your program encourages customers to return and spend their points.
### Redemption rate
**Defined as**: The number of points redeemed divided by the number of points earned.
**Why it matters:** A higher redemption rate means customers are not just collecting points but also using them—keeping them engaged and connected to your brand. A low rate may suggest that rewards aren't appealing enough or that customers need more reminders to redeem.
## Points reports
Pre-built points reports help you understand more detailed information about your program's points activity and the top ways customers earn and redeem. Reports also let you adjust the timeframe and review data over longer or shorter periods.
## How to use this data
Regularly reviewing your points activity ensures your program stays effective and aligned with customer expectations.
Here are a few ways to take action:
* **Encourage earning:** If points earned are low, highlight ways customers can earn points in your email marketing or on your website, or try adding new [ways to earn](/en/articles/4036267-configure-ways-to-earn-points).
* **Promote rewards:** If redemption is lagging, feature rewards in campaigns or experiment with lower-point, high-perceived-value items as [ways to redeem](/en/articles/4036271-configure-ways-to-redeem-points).
* **Balance engagement:** Use redemption rate trends to adjust earn rates or reward thresholds, keeping the program motivating but sustainable.
By keeping an eye on points activity, you'll ensure your loyalty program continues to drive engagement, retention, and long-term customer value.
# Understand referral performance
Source: https://help.smile.io/en/articles/12118817-understand-referral-performance
Track your referral program to see how many customers are sharing and how referrals are driving growth.
Referral programs are one of the most cost-effective ways to bring in new customers. By tracking referral performance, you'll see not only how much traffic referrals generate, but also how those referred customers engage over time. This helps you understand the true impact of referrals on your growth.
**Feature availability**: Referral analytics are available on **Essential**, **Standard**, **Growth, Plus, and Enterprise** plans.
## Key referral metrics
[Referral analytics](https://app.smile.io/analytics) give you visibility into how well your program is working at every stage of the funnel — from clicks on referral links to completed purchases, and even long-term revenue from referred customers. Together, the following metrics show whether your program is driving meaningful growth or where it may need optimization.
### Revenue from referred customers
**Defined as:** Total sales from customers who were referred to your store, including subsequent orders from these customers.
**Why it matters:** This shows the financial impact of your referral program over time, including the ongoing value of referred customers. High revenue from referred customers indicates your program is bringing in valuable, loyal shoppers.
### Referral traffic
**Defined as:** Total clicks on a referral link.
**Why it matters:** This shows how excited customers are about your program and how often they share it. A high number of clicks indicates strong interest in your referral incentives and messaging.
### Referral share rate
**Defined as:** The percentage of total orders that were placed by customers who were referred to your store.
**Why it matters:** This shows how much of your total sales come from referrals. If your share rate is growing, referrals are becoming a bigger driver of new customers. If it's flat or declining, it may be time to adjust your program to keep it moving forward.
### Referral conversion rate
**Defined as:** The number of referrals completed divided by the total referral clicks.
**Why it matters:** This highlights how effective your referral funnel is at turning interest into purchases. A strong rate suggests your landing page, rewards, and customer experience are working well.
### Total referred orders
**Defined as:** The number of orders placed by customers who were referred into your program.
**Why it matters:** This gives a simple count of how many sales referrals are driving. Tracking it over time shows whether referrals are driving steady growth.
## How to use this data
These insights show what's working in your referral program — and where you can make it even better. Use the metrics together to guide program visibility, optimize the funnel, and measure long-term impact.
Here are a few ways to take action:
* **Spot referral funnel issues:** If traffic is high but conversions are low, review your [referral landing page](/en/articles/4036295-add-referral-landing-page) and [rewards](/en/articles/4036288-configure-referral-program-rewards) to ensure they excite shoppers and clearly highlight value for new customers.
* **Boost sharing:** Low traffic can mean customers aren't spreading the word. Remind them to share their link in post-purchase emails, on product pages, or during checkout.
* **Track loyalty impact:** Monitor revenue and repeat orders from referred customers to see if they become high-value, long-term buyers.
By checking in on these metrics regularly, you can fine-tune your referral strategy and turn customer loyalty into lasting growth.
# Configure loyalty discounts for subscriptions
Source: https://help.smile.io/en/articles/12258089-configure-loyalty-discounts-for-subscriptions
Set loyalty discount codes to apply to one-time purchases, subscriptions, or both, and configure recurring payment options.
Merchants can configure loyalty discount codes to apply to **one-time purchases**, **subscriptions**, or **both**. When enabled, loyalty subscription discounts help customers save on recurring payments at checkout or in their subscription management portal.
**Feature availability**:
* Loyalty discounts for subscriptions is available on **Standard**, **Growth, Plus, and Enterprise** plans.
* Loyalty discounts for subscriptions is supported on **Shopify only**.
**Warning:** For stores using **Recharge subscriptions,** the purchase type setting detailed in this article only applies to *new* subscription contracts created at checkout. Recharge stores wanting to offer discounts on *existing* subscription contracts need to use the **[Recharge-specific redeeming options](/en/integrations/recharge/subscription-rewards)** available through the Recharge integration.
## Understand subscription discount options
When loyalty discounts are set to apply to **subscriptions** (or **both** one-time and subscription purchases), merchants can choose how the discount applies:
* **First payment only** – the discount is applied once, on the first subscription charge.
* **Specific number of payments** – the discount is applied to a fixed number of recurring charges.
* **Every payment** – the discount is applied to all recurring subscription charges.
Customers will see whether their discount can be applied to a one-time purchase, a subscription, or both at the point of redemption.
A subscription discount configured to a **specific number of recurring payments** can only apply to a single subscription contract, and be applied one time only.
For instance, consider a discount configured for 5 recurring payments.
* A customer **can:** Apply the discount and receive the benefit of that discount for up to 5 subsequent payments (includes first payment).
* A customer **cannot:** Apply the discount for 2 payments, remove the discount, and then apply the same discount later on for up to 3 more subsequent payments.
* A customer **cannot:** Split the discount across multiple subscription contracts, i.e: 2 payments on one contract and 3 on another.
Any unused benefit from a discount is forfeited if the discount is removed before the customer has benefitted from the recurring payment limit.
## Verify subscription support in your store
The option to configure purchase type for discounts is only available in stores that support subscriptions. A store supports subscriptions if:
* A **subscription management app** is installed.
* At least one **subscription billing plan** is linked to a product.
**Tip:** To check if your store supports subscriptions, create a new discount in **Shopify Admin > Discounts**. If purchase type options appear, your store supports subscriptions.
## Configure purchase type in Smile
**Note:** Even if your store supports subscriptions, you must also ensure your subscription app is compatible with discount codes if you'd like discounts to apply to customers' *current/existing* subscriptions. Otherwise, subscriptions discounts can only be applied to new subscription contracts at checkout.
To make loyalty discounts compatible with subscriptions:
1. From Smile Admin, go to **Program** > **[Ways to redeem](https://admin.shopify.com/apps/smile-io/reward-programs/points/rewards)**.
2. Select the reward you'd like to edit.
3. In the **Purchase type** card, select one of the following:
* **One-time purchase**
* **Subscriptions**
* **Both**
Once configured, subscription discounts can be applied:
* At **Shopify checkout** during purchase.
* Through customer subscription management portals provided by subscription apps.
## Applying loyalty discounts to subscriptions
Loyalty discounts can be applied to new subscription orders using the Shopify checkout discount field, and to existing subscriptions through your subscription app's customer portal (if discounts are supported).
# Understand Smile's Free plan
Source: https://help.smile.io/en/articles/12326868-understand-smile-s-free-plan
Learn how the Free plan works and what's included.
At Smile, we want every merchant to experience the value of building customer loyalty. That's why we offer a Free plan designed to help you get started quickly with key loyalty features, so you can grow at your own pace.
## What's included in the Free plan?
The Free plan gives you access to the **core features** you need to launch a successful loyalty program:
* ✅ Points program setup — reward customers for actions like purchases or social sharing.
* ✅ Referral program — let your customers share your store with friends and earn rewards.
* ✅ Full branding control — customize your program's appearance to match your brand.
* ✅ Available in 24 languages — reach your customers in the language they prefer.
## Is the Free plan a trial?
No — the Free plan is **not a trial**. It doesn't expire after a set period of time, and you can stay on it as long as your store has 200 orders or fewer per month.
When you **first install Smile**, you'll have your first month to explore the Free plan without being asked to upgrade — even if you go over 200 orders in that time. This lets you try Smile risk-free and see how it fits your business. However, this isn't a time-limited trial — it's the same Free plan you can continue using if you stay under the order limit.
**Note:** If you'd like to try additional features before upgrading, select paid plans offer a 14-day free trial. Learn more about [free trials for paid plans](/en/articles/13860797-free-trials-for-paid-plans).
## Order limits on the Free plan
The Free plan is designed for stores with **up to 200 orders per month**.
* If your store has **200 orders or fewer**, you can stay on the Free plan indefinitely.
* If your store processes **more than 200 orders in a month**, we'll notify you in-app after your first month with Smile and provide guidance on the plan and features that best support your growing order volume.
For more details on how order limits work and what happens if you exceed them, see: [Understand order limits](/en/articles/10131396-understand-order-limits).
## When does the monthly order count start?
Your monthly order count begins tracking when you install Smile. This count is calculated independently of whether your loyalty program has launched.
Learn more about how orders are counted in [this article](/en/articles/10131407-understand-how-orders-are-counted).
## When should I upgrade to a paid plan?
You will need to upgrade after your first month on Free if you pass the **200 orders/month** threshold during that time. But you may also choose to upgrade sooner if you want features like:
* Advanced rewards (VIP tiers, custom actions, and points expiry).
* Integrations including email marketing and review rewards.
* Embedded content (such as Loyalty Hub or redeeming points at checkout).
* Bonus events (e.g. 2x points weekend).
For a full breakdown of everything included in Smile's paid plans, see: [Smile paid plan advantages](/en/articles/4036304-smile-paid-plan-advantages).
## Switching plans
At any time, from your Smile Admin **[billing page](https://app.smile.io/settings/billing),** you can select a paid plan that fits your needs. Billing begins once you upgrade. To learn more about switching plans or managing your billing, see: [Managing your plan](/en/articles/10131412-manage-your-plan).
**Tip:** The Free plan is ideal for testing, learning, and growing. Use it to find what works best for your customers. Once you're consistently near or exceeding 200 orders per month — or need more advanced features — upgrading makes sense.
# Understand loyalty program insights
Source: https://help.smile.io/en/articles/12587689-understand-loyalty-program-insights
See how your loyalty program drives engagement, retention, and growth with built-in analytics.
[**Smile's analytics**](https://app.smile.io/analytics) give you the insights you need to measure how your loyalty program drives engagement, retention, and growth. Depending on your plan, you'll have access to different analytics sections that show how customers interact with your program and how those interactions impact your business.
**Feature availability**: Loyalty program insights are available on **Essential**, **Standard**, **Growth, Plus, and Enterprise** plans.
## Why analytics matter
A loyalty program is more than just rewards — it's a driver of repeat purchases, customer retention, and sustainable revenue. Analytics turn program activity into actionable insights that help you track performance, compare results over time, and make informed decisions to strengthen both customer relationships and business growth.
## Feature availability by plan
Here's a breakdown of which analytics features are available on each Smile plan.
Each section below explains what these analytics mean and how they help you measure program performance.
| **Feature** | **Free** | **Essential** | **Standard** | **Growth** | **Plus** | **Enterprise** |
| ----------------------------- | -------- | ------------- | ------------ | ---------- | -------- | -------------- |
| **Points activity** | — | ✅ | ✅ | ✅ | ✅ | ✅ |
| **Referral performance** | — | ✅ | ✅ | ✅ | ✅ | ✅ |
| **Business growth analytics** | — | — | ✅ | ✅ | ✅ | ✅ |
| **Customer segments** | — | — | ✅ | ✅ | ✅ | ✅ |
| **Performance benchmarks** | — | — | — | ✅ | ✅ | ✅ |
| **VIP insights** | — | — | — | ✅ | ✅ | ✅ |
🟢 **Key:**
✅ = Included in plan — = Not included
## Explore your analytics
Once you've identified which analytics are included in your plan, use the sections below to learn what each one shows and how it helps you measure your program's success.
## Available on all paid plans
These analytics come with every paid plan, giving you a clear view of how your loyalty program performs day to day.
* **Points activity** – See how customers earn and redeem points, and track overall redemption rates.
* **Referral performance** – Measure how referrals bring in new customers and generate revenue.
## Available on Standard, Growth, Plus, and Enterprise plans
These analytics help you understand how your loyalty program contributes to overall business growth and customer behavior.
* **Business growth analytics** – Understand how your loyalty program drives revenue, purchase frequency, and customer lifetime value.
* **Customer segments** – Compare members vs. non-members and redeemers vs. non-redeemers to see your program impact.
## Available on Growth, Plus, and Enterprise plans
These advanced analytics take things a step further, helping you dig deeper into customer behavior and overall program impact.
* **Performance benchmarks** – Track key engagement metrics like redemptions, membership, and reward usage, and benchmark them against similar merchants using Smile.
* **VIP insights** – Review spend, order frequency, and average order value by VIP tier.
# Understand VIP segment insights
Source: https://help.smile.io/en/articles/12587829-understand-vip-segment-insights
Use metrics to understand how each VIP segment impacts your business growth.
VIP segment insights give you a clear view of how your most valuable customers impact revenue and long-term growth. You can see purchase patterns by tier and identify how often and how much each group spends. These insights help you understand where to focus your loyalty efforts.
**Feature availability**: VIP segment insights are available on **Growth, Plus, and Enterprise plans.**
## Key VIP metrics
Customers only belong to one tier at a time, so the baseline tier in VIP is the tier where all customers start before they move up to higher tiers. Each tier segment comparison includes the following metrics:
* **Total customers**: The number of customers in that tier and their percentage of your total member base.
* **Average annual spend**: The average total revenue per customer over the past 12 months.
* **Annual purchase frequency**: The average number of orders each customer placed in the past 12 months.
* **AOV (average order value)**: The average spend per order for customers in that tier.
**Note:** Excluded customers — customers who have been manually removed from the program — are excluded from all VIP segment insights.
## How to use this data
VIP insights help you understand how your top customers engage with your brand. By analyzing spend, frequency, and order value, you can identify opportunities to strengthen relationships, reward loyalty, and drive sustainable growth.
Here are some practical ways to turn these insights into action:
* **Spot growth opportunities:** Compare annual spend and purchase frequency across tiers. Segments with a high AOV but low purchase frequency may respond well to engagement campaigns that encourage repeat purchases.
* **Quantify tier progression value:** Compare each tier against the base tier to understand how much more valuable customers become as they move up tiers.
* **Plan targeted initiatives:** Use insights to design offers that resonate with each segment, such as exclusive perks for top spenders or win-back campaigns for mid-tier members.
* **Benchmark performance over time:** Track how metrics evolve month over month or year over year to evaluate whether your VIP program is improving retention and spend.
# View loyalty program reports
Source: https://help.smile.io/en/articles/12587879-view-loyalty-program-reports
Gain deeper insights into your loyalty program with pre-built, downloadable reports.
Along with program insights, you can export pre-built reports for further analysis and action. Reports give you flexibility to review performance over specific time periods, share data with your team, and plan future loyalty initiatives.
**Feature availability**: The number and types of reports available depend on your Smile plan. For the most accurate and up-to-date list, go to **Analytics > [Reports](https://app.smile.io/analytics/reports)** in Smile Admin.
## Access program reports
Reports complement your analytics dashboard by giving you more control over your data. Use them to spot trends, share insights with stakeholders, and take actions that drive engagement and revenue. You can apply built-in filters to focus on the data that matters most and compare results across different time periods.
To access and filter reports:
1. In Smile Admin, navigate to **Analytics** > **[Reports](https://app.smile.io/analytics/reports)**.
2. Click the report you want to view.
3. Use the drop-down menus to select the time period you'd like to review and apply any filters.
**Note:** Report data is updated every 24 hours and reflects the time period shown at the top of the report.
## Export reports
Once you've viewed and filtered your report, you can export the data to analyze trends, share insights with your team, or track progress over time.
To export a report:
1. In Smile Admin, navigate to **Analytics** > **[Reports](https://app.smile.io/analytics/reports)**.
2. Click the report you want to view.
3. At the top right of the report, click the **three dots (More options)** menu.
4. Select **Download**.
**Accessibility tip:** You can reach the **More options** button with your keyboard by tabbing to it and pressing **Enter**, then use the arrow keys to choose **Download**.
# How customers see their points
Source: https://help.smile.io/en/articles/12589592-how-customers-see-their-points
Learn how customers can view their points in different parts of your store.
Your customers can view their points in several ways, depending on your Smile setup and plan. Each option helps increase the visibility of your loyalty program—encouraging customers to engage, redeem, and keep coming back.
No matter your plan, customers can always see their points in the Smile panel. From there, you can expand visibility by enabling more options as your program grows.
## 1. In the Smile panel
This is the default option and is available to all Smile merchants on any plan.
Customers can log in to their store account, open the Smile launcher, and see their points balance displayed at the top of the Smile panel. From there, they can also view available rewards, see how to earn more points, and track their recent activity.
💡 **Why it matters:** The Smile panel is the easiest way to launch your loyalty program quickly and let customers interact with their rewards—no setup required. It's a great choice for small businesses or anyone who wants to start strong without extra configuration.
## 2. At checkout
✅ Available on **Growth, Plus, and Enterprise plans** for merchants on **Shopify Plus.**
If you've set up **Redeem points at checkout**, customers can see their points balance directly during checkout. They can choose how many points they'd like to redeem and apply them to their order as a discount before completing their purchase.
Learn more: [Redeem points at checkout →](/en/articles/10476740-redeem-points-at-checkout)
💡 **Why it matters:** Showing points at checkout reminds customers to use their rewards right when they're ready to buy — helping boost conversions and engagement.
## 3. On the account page
✅ Available on **Growth, Plus, and Enterprise plans** on **Shopify.**
If you've added Smile to the customer account page, customers will see their points balance displayed directly in their account.
Learn more: [Embed points on the customer account page →](/en/articles/8659125-embed-points-balance-on-the-customer-account-page)
💡 **Why it matters:** The account page gives customers a familiar place to view their points alongside their order history and profile details — making it easy to stay engaged with your loyalty program while they manage their account.
## 4. In Loyalty Hub
✅ Available on **Growth, Plus, and Enterprise plans** on **Shopify**.
If you're using Smile Loyalty Hub, customers can view their points balance and rewards within your branded hub experience.
Learn more: [Customize Loyalty Hub →](/en/articles/11325869-customize-loyalty-hub)
💡 **Why it matters:** Loyalty Hub gives you a dedicated space to showcase your program — perfect for creating a more customized and on-brand experience. It helps build excitement around earning and redeeming points while creating a cohesive experience that connects every part of your loyalty program.
## Summary: Ways customers can see their points
The table below shows where customers can see their points, what setup (if any) is needed, and which plans include each feature.
| **Display location** | **Setup needed** | **Plan availability** | **Learn more** |
| -------------------- | -------------------------------------------------------------------------- | ------------------------ | --------------------------------------------------------------------------------------------------- |
| Smile panel | ✅ **None — default on all plans** | All plans | — |
| Checkout | 🔒 **Enable Redeem points at checkout** *(Shopify Plus checkout required)* | Growth, Plus, Enterprise | [Redeem points at checkout](/en/articles/10476740-redeem-points-at-checkout) |
| Account page | 🔒 **Embed Smile on the customer account page** *(Shopify only)* | Growth, Plus, Enterprise | [Embed on customer account](/en/articles/8659125-embed-points-balance-on-the-customer-account-page) |
| Loyalty Hub | 🔒 **Set up Loyalty Hub** *(Shopify only)* | Growth, Plus, Enterprise | [Customize Loyalty Hub](/en/articles/11325869-customize-loyalty-hub) |
# Test your loyalty program
Source: https://help.smile.io/en/articles/12632066-test-your-loyalty-program
Test your loyalty program on your live site after launching it, while keeping it hidden from customers.
**Important:** Your loyalty program only becomes active after you complete onboarding and launch it. If you're not ready to make it visible to customers yet, you can safely test it by hiding the launcher and turning off customer emails. Your program remains active while testing, but these steps help prevent customers from seeing it or receiving loyalty emails.
Test your loyalty program to verify earning, redeeming, and points activity before making it visible to customers.
This article explains how to test your program **after launching it**, while keeping it hidden from customers.
## Step 1: Hide the launcher on desktop and mobile
When you hide the launcher, customers won't see it on your site — but your loyalty program remains active in the background.
👉 [Change launcher visibility](/en/articles/4036211-show-or-hide-the-loyalty-launcher)
**Warning:** Hiding the launcher does **not turn off** your program. Customers can still earn points, and loyalty emails continue to send until you turn them off in Step 2.
## Step 2: Disable all loyalty emails
To prevent customers from receiving loyalty-related notifications while you test, turn off your program emails.
👉 [Enable or disable customer emails](/en/articles/4036260-enable-or-disable-a-customer-email)
## Step 3: Open your program manually
Even with the launcher hidden and emails disabled, you can still access your loyalty program to test how it looks and functions.
Use this direct link to open your program:
```text theme={null}
```
Replace `yourstoreurl.com` with your actual store domain to preview your live loyalty program.
**Tip:** Use a separate customer account for testing so you can verify earning points, redeeming rewards, and customer emails without affecting real customer accounts.
## Step 4: Reset test data (optional)
If customers or staff earn points during testing, you can reset their balances before making your program visible to customers with a CSV import. This resets balances, but does not remove any points history or activity.
If you need to completely remove test data — including points history — please contact our team, and we can help you clear it.
👉 [Adjust customer points with a CSV import](/en/articles/4036233-import-points-via-csv-file)
**Important:** Once your testing is complete, make your program visible again by showing the launcher and re-enabling your emails.
# Understanding store name, program name, and points currency name
Source: https://help.smile.io/en/articles/12702120-understanding-store-name-program-name-and-points-currency-name
Discover how each name shapes your loyalty program experience and how to customize them in Smile.
When customizing your loyalty program, you can personalize three key names in Smile: **store name**, **program name**, and **points currency name**. Each affects different parts of your customer experience. This article explains what each one is, where it appears, and how to update them.
## Store name
Your **store name** is the name of your business as it appears in your Smile account and in some customer-facing areas, such as email notifications and the panel. It helps identify your brand and is usually the same name your customers recognize from your website.
Your store name is pulled into Smile from your eCommerce platform, but you can edit it in your [general settings](https://app.smile.io/settings/general) at any time.
## Program name
Your **program name** is the branded name of your loyalty program. This is what customers see when interacting with your program in the panel and in emails. You can edit it directly in the [reward panel settings](https://app.smile.io/on-site/panel?displaySection=home%2Fvisitor).
If you leave this field blank, it will default to your store name. Updating it to a specific program name reinforces your brand identity and makes your loyalty experience feel unique.
👉 [Learn how to customize your program name](/en/articles/4036208-customize-loyalty-program-name)
## Points currency name
Your **points currency name** is what you call the points your customers earn and spend. This name appears anywhere your points balance or earning and spending rules are shown. It's a small change that can make your loyalty program feel more personal.
👉 [Learn how to customize your points currency name](/en/articles/4036264-customize-points-currency-name)
## Quick reference table
| **Name type** | **What it is** | **Where it shows** | **How to update** |
| ------------------------ | --------------------------------- | ------------------------------------------------------------ | ------------------------------------------------------------------------------------- |
| **Store name** | The name of your business | Emails, panel | [Program settings](https://app.smile.io/settings/general) |
| **Program name** | The name of your loyalty program | Panel, emails, customer-facing branding | [Customize program name](/en/articles/4036208-customize-loyalty-program-name) |
| **Points currency name** | The name for your points currency | Points balances, rewards, earning and spending rules, emails | [Customize points currency name](/en/articles/4036264-customize-points-currency-name) |
# Link discount codes to customer accounts
Source: https://help.smile.io/en/articles/12703595-link-discount-codes-to-customer-accounts
Learn how to link discount codes to individual customer accounts.
You can link a discount code to the customer who redeems it to ensure each reward can only be used by the customer who redeemed it. This helps prevent code sharing and keeps reward redemptions accurate.
**Feature availability**: Linking discount codes to customer accounts is available on **Shopify only.**
## How linked discount codes work
By default, discount codes aren't linked to a specific customer account. You can enable **Customer eligibility** for eligible rewards to associate each generated discount code with the customer who redeems it.
When a linked discount code is generated, Smile associates it with the customer's Shopify account. At checkout, Shopify ensures only that customer can use the discount code. Customers must be logged in to the linked account to use the discount code.
For **Referral friend** rewards, the discount code is linked when the referred friend claims their reward. After they enter their email address, Shopify creates a customer account using that email address, and the discount code is linked to that account.
## Which discount codes can be linked
Customer eligibility is available for the following reward types:
* **Points Program** rewards
* **VIP entry** rewards
* **Referral friend** rewards
Customer eligibility isn't supported for the **referring customer** reward in a referral program. Only the **referral friend reward** can be linked to a customer account.
## How to link discount codes
Use **Customer eligibility** settings to limit an eligible reward's discount code so it can only be used on the account of the customer who redeems that reward. You must enable this setting separately for each eligible reward.
To update customer eligibility:
1. In Smile Admin, open the reward you want to update:
* **Points reward:** Go to **Program > Points > Ways to redeem**, then select the reward.
* **VIP entry reward:** Go to **Program > VIP**, select the tier, then select the reward.
* **Referral friend reward:** Go to **Program > Referrals**, then click **Edit** on the **Referred friend** reward.
2. In the **Customer eligibility** card, select **Discount can only be used on recipient's account.**
3. Click **Save**.
## Customer messaging
Customers will see information about linked discount codes in the **reward conditions** when redeeming an eligible reward, and in the **email** they receive with their discount code.
For **Referral friend** rewards, referred friends also see a notice before claiming their reward explaining a Shopify customer account will be created using their email address.
# Creating cashback-style rewards in Smile
Source: https://help.smile.io/en/articles/12945842-creating-cashback-style-rewards-in-smile
Create a cashback-style experience by letting customers earn points on purchases that they can redeem for discounts.
You can create a cashback-style experience in Smile using points. Customers earn points based on their purchases and can redeem them for rewards later. Available reward types include dollar-off discounts, percentage-off discounts, and store credit, depending on your platform and plan.
## How cashback-style rewards work in Smile
Cashback-style rewards work by giving customers points for every purchase. Those points can then be redeemed for discounts, creating the feeling of earning money back.
Most merchants start with Smile's default points value of **100 points = \$1 discount**. You can adjust this ratio anytime in your program settings, but it's a simple, effective way to create a cashback-style experience.
With this setup, customers earn points for every dollar they spend. Those points can later be redeemed for discounts — for example:
* **5 points per \$1 spent** = about **5% back in points**
* **10 points per \$1 spent** = about **10% back in points**
Customers can then use their points to redeem:
* **A \$5 off discount** (dollar-off reward)
* **A 10% off discount** (percentage-off reward)
* **Store credit**
From a customer's perspective, this feels like cashback — they earn value with every purchase and redeem it later for savings. However, these rewards are discounts or store credit, not cash payouts.
## How to set up cashback-style rewards
Follow these steps in **Smile Admin** to create a cashback-style experience:
1. **Set your earning rule:** Decide how many points customers earn per dollar spent (for example, 5 points per \$1).
2. **Create reward options:** Create rewards that support a cashback experience, such as \$5 off, \$10 off, 10% off, or store credit.
To create discount rewards, follow ➡️ [Configure ways to redeem points](/en/articles/4036271-configure-ways-to-redeem-points)\
For store credit, follow ➡️ [Configure store credit rewards](/en/articles/configure-store-credit-rewards)
Once your rewards are set up, customers will automatically earn points with every purchase and can redeem them for your chosen reward options.
## What customers experience
1. **Earn points:** Customers earn points automatically with each purchase.
2. **Track progress:** Their points balance grows in their Smile account. Customers can view their points balance in the [Smile panel or account page depending on your plan and setup](/en/articles/12589592-how-customers-see-their-points).
3. **Redeem rewards:** Customers can redeem points for the rewards available in the loyalty program, such as discounts or store credit.
**Apply the reward:** The reward is applied as a discount or store credit, depending on the reward type.
This setup gives customers the feeling of earning cashback while keeping rewards easy to manage within your store.
## How this differs from true cashback
Here's how Smile cashback-style rewards compare to traditional cashback:
| **Feature** | **True cashback** | **Smile cashback-style rewards** |
| ----------------------- | ---------------------------------------- | -------------------------------------------------------- |
| **Payout type** | Real money (credit or transfer) | Points redeemed for a discount or store credit |
| **Customer redemption** | Automatically credited to payment method | Redeemed manually by the customer |
| **Example** | \$5 credited to bank account | \$5 off or 10% off discount reward, or \$10 store credit |
| **Purpose** | Direct cash incentive | Store loyalty and repeat engagement |
Smile's cashback-style rewards do not provide cash payouts. Instead, customers redeem points for rewards such as discounts or store credit. For eligible Shopify stores, store credit is applied directly to a customer's account and can be used at checkout, making it the closest equivalent to traditional cashback.
## Tips for effective cashback-style rewards
* **Use clear naming:** Label earning rules like "Earn 5% back in points" so the benefit is easy to understand.
* **Offer flexible rewards:** Include both dollar-off and percentage-off rewards for different spend levels.
* **Encourage redemption:** Remind customers to redeem their points regularly to stay engaged.
# Change the z-index of your Smile launcher
Source: https://help.smile.io/en/articles/12953289-change-the-z-index-of-your-smile-launcher
Adjust how your Smile launcher or panel layers over elements on your storefront.
## How z-index works
The z-index controls which elements appear in front of or behind others on your storefront. For example, if your launcher is hidden behind a chat widget or sticky header, increasing the z-index can bring it to the front.
* A higher z-index places the launcher in front of other elements.
* A lower z-index places it behind other elements.
Smile uses a default z-index that works for most storefronts. If your layout includes elements with higher or conflicting z-index values, you can adjust this setting to resolve display issues.
## Update your launcher z-index
You can customize the z-index of your Smile launcher directly in Smile Admin.
1. In Smile Admin, navigate to **On-site content** > **[Launcher](https://app.smile.io/on-site/launcher).**
2. In the **Launcher stack order** card:
* Check **Use custom z-index.**
* Enter your desired z-index value.
* (Optional) Enable **Add !important rule** if needed.
3. Click **Save.**
## Using the !important rule
The **Add !important rule** option forces your z-index value to override other styles on your site.
This can help resolve more complex conflicts. Use it only when necessary, as it can make styling harder to manage.
# Add prefixes to discount codes
Source: https://help.smile.io/en/articles/13370118-add-prefixes-to-discount-codes
Add a prefix to Smile-generated discount codes.
You can add a prefix to discount codes generated by Smile when customers redeem points for a reward. Prefixes are configured at the reward level and apply only to discount codes generated after the prefix is saved.
**Feature availability**: Custom prefixes are available on **Shopify only.**
## Customize discount codes with prefixes
When creating or editing a reward in your loyalty program, you can set a prefix that appears at the beginning of each discount code generated for that reward.
Smile automatically adds the prefix and appends a unique code value, ensuring each discount code remains unique.
## Add a prefix to a discount code
To add a prefix to a discount code:
1. From Smile Admin, go to **Program** > **[Points](https://admin.shopify.com/apps/smile-io/reward-programs/points)**.
2. In **Ways to redeem**, click **Edit** on the reward you want to update.
3. In the **Discount code** card, click **Add a prefix to discount codes**.
4. Enter the prefix you want to use.
5. Click **Save**.
**Note:** Changes to discount code prefixes apply only to discount codes generated *after* the update. Discount codes that were already issued to customers aren't changed.
## Prefix guidelines
When setting a prefix:
* Don't use spaces.
* Avoid special characters.
* Keep prefixes short and easy to copy.
Using unsupported characters may cause issues when customers copy and paste discount codes at checkout.
# Move a Smile loyalty program to a new eCommerce platform
Source: https://help.smile.io/en/articles/13370251-move-a-smile-loyalty-program-to-a-new-ecommerce-platform
Learn how to move your Smile loyalty program to a new eCommerce platform while keeping your customers' points intact.
If you're switching eCommerce platforms and want to bring your Smile loyalty program with you, there are a few important things to know. While you can't transfer your existing Smile account directly between platforms, you *can* set up a new account and move your customers' points balances over. This guide walks you through everything you need to know to make the transition smooth and successful.
**Note:** You cannot move or transfer an existing Smile account. These steps apply when you are setting up Smile on a **new eCommerce platform** or on a **new store within the same eCommerce platform** (for example, moving from Shopify to a new Shopify store).
## Step 1: Create a new Smile account
Each Smile instance is unique to the store it's installed on, which means an existing account can't be moved to another store or platform. To get started on your new platform, you'll need to create a new Smile account.
Once your new account is set up, you can reconfigure your loyalty program to match your previous setup, including your branding, rewards, earning rules, and any other program details you'd like to keep consistent. These settings don't transfer automatically, so you'll need to manually recreate them in your new account.
**Tip:** Keep your loyalty program disabled until your new store is fully set up. If the program is enabled too early, customers may earn points from active earning rules.
## Step 2: Prepare your customer data
Before importing customer points into your new Smile account, make sure your customer list is ready on your new eCommerce platform. Smile automatically syncs customer accounts from your platform, so all customer profiles must exist in your new store before you can assign points to them.
## Step 3: Export your customers and points balances
Next, export your customers' information, including their points balances, from your original Smile account.
👉 Follow this guide for detailed instructions: [Filter and export customers](/en/articles/4036251-filter-and-export-customers)
This export provides a CSV file containing your customers' email addresses and points balances. You'll use this data to create a new CSV file for importing points into your new Smile account.
## Step 4: Import points into your new Smile account
Once your customers have synced into your new Smile account, use the CSV you exported in Step 3 to create a new CSV file that matches Smile's required import format. This file should include each customer's email address and the points balance you want to import.
After creating your import-ready CSV file, upload it to your new Smile account to complete the import.
👉 For formatting requirements and upload steps, follow this guide: [Import points into Smile](/en/articles/4036233-import-points-via-csv-file)
After the import, your customers' points balances will reflect the most recently imported totals, and they'll be able to continue earning and redeeming rewards in your new loyalty program.
**Tip:** You can also import your customers' **birthdays** and **VIP tiers** using CSV files. If you plan to migrate this information as well, follow these guides:
* [Import birthdays with a CSV file](/en/articles/11886789-import-birthdays-with-a-csv-file)
* [Change a customer's VIP tier](/en/articles/4036327-change-customer-vip-tier)
## Important notes
* **One account per email address:** Each Smile account must be associated with a unique email address. You can't use the same email address for both your old and new Smile accounts.
* **Points history doesn't transfer:** When you import customer points, only current points balances move over. Past earning and redemption history won't appear in your new Smile account.
* **VIP tier history doesn't transfer:** If you import customer VIP tiers, only their current tier will move over. Any historical VIP data, such as how or when a customer earned a tier, won't transfer to your new account.
* **Unused discount codes don't transfer:** Unused discount codes won't be imported into your new Smile account.
**Note:** If you're moving to a new store on the same platform, existing discount codes may continue to work until they expire, depending on your discount code expiry settings. If you're moving to a different eCommerce platform, existing discount codes won't work because they can't be transferred between platforms. If you want a record of unused rewards, export the **List of discounts created by Smile** report (filtered to **Unused**) before moving so you can manually recreate rewards for customers if needed.
# Translate Smile Admin
Source: https://help.smile.io/en/articles/13431624-translate-smile-admin
How Smile Admin language settings work and how you can change them.
## What this feature translates
Smile Admin translations control the language used **inside Smile Admin**. This is the interface you use to set up and manage your loyalty program.
This setting affects only what you see in Smile Admin. It does **not** translate any customer-facing content, including the panel, embedded content, or emails.
## Supported languages
Smile supports different languages depending on where translations are used. **Smile Admin translations** currently support **20 languages**:
* Chinese (Simplified) — 简体中文
* Chinese (Traditional) — 繁體中文
* Czech — Čeština
* Danish — Dansk
* Dutch — Nederlands
* English
* Finnish — Suomi
* French — Français
* German — Deutsch
* Italian — Italiano
* Japanese — 日本語
* Korean — 한국어
* Norwegian (Bokmål) — Norsk (Bokmål)
* Polish — Polski
* Portuguese (Brazil) — Português (Brasil)
* Portuguese (Portugal) — Português (Portugal)
* Spanish — Español
* Swedish — Svenska
* Thai — ไทย
* Turkish — Türkçe
**Note:** This article covers **Smile Admin translations**. Customer-facing Smile content supports a different set of languages. Learn more in [**Supported Languages in Smile**](/en/articles/4036240-supported-languages-in-smile).
## How Smile Admin translations work
How Smile Admin translations work depends on your eCommerce platform.
### Shopify merchants
For Shopify merchants, Smile Admin automatically matches the language set in your **Shopify Admin**.
* When you install Smile or log in for the first time, Smile Admin matches the language used in Shopify Admin.
* No manual setup is required.
* You can switch your Smile Admin language to **English** at any time from your user settings.
### BigCommerce merchants
For BigCommerce merchants, Smile Admin translations are **manual**.
* Smile Admin displays in English by default.
* You can choose your preferred Smile Admin language at any time from your user settings.
**Note:** If you installed Smile **before** January 20, 2026, your Smile Admin language was set to English and will not be updated automatically. You can manually change your language at any time from your user settings.
## How to change your Smile Admin language
To change the language displayed in Smile Admin:
1. In Smile Admin, navigate to **Settings > [User](https://app.smile.io/settings/user).**
2. In the **Preferred language** card, select one of the supported languages.
3. Click **Save.**
**Tip:** If you're looking to translate customer-facing content, see **[How Smile automatically translates your loyalty program](/en/articles/4036240-supported-languages-in-smile).**
# How to log in to Smile
Source: https://help.smile.io/en/articles/13441174-how-to-log-in-to-smile
Learn how to access Smile based on the eCommerce platform your store uses.
## Logging in to Smile through Shopify
If your store is on Shopify, you can access Smile directly through your Shopify Admin. When you open Smile from Shopify, you're automatically logged in—no separate Smile username or password is required.
**To open Smile from Shopify:**
1. Log in to your Shopify Admin.
2. From the left-hand navigation, select **Apps**.
3. Select [**Smile.io**](http://Smile.io).
## Logging in to Smile on BigCommerce
If your store is on BigCommerce, you can access Smile directly from the BigCommerce control panel. When you open Smile from BigCommerce, you're automatically logged in—no separate Smile username or password is required.
**To open Smile from BigCommerce:**
1. Log in to your BigCommerce control panel.
2. From the left-hand navigation, select **Apps**.
3. Select **[Smile.io](http://Smile.io) Loyalty & Rewards**.
**Note:** Only the account owner can access Smile through the BigCommerce control panel. To access Smile without using the BigCommerce control panel, sign in directly at [**app.smile.io**](http://app.smile.io).
## Logging in at app.smile.io
You can also log in directly at [app.smile.io](http://app.smile.io).
* **Shopify merchants:** Click **Log in with Shopify**. If your account has a Smile email and password, you can also use those.
* **BigCommerce merchants:** Log in with your Smile email and password.
If you're a Shopify merchant and the email/password form isn't working, use **Log in with Shopify** instead—not all Shopify accounts have a separate Smile email and password.
## If you're having trouble logging in
If you can't access Smile, start with the option that best matches your situation:
* **You're logged in to your eCommerce platform and don't see Smile in your Apps list:** Make sure the Smile app is installed and that you're logged in to the correct store.
* **You can't log in at [app.smile.io](http://app.smile.io):** Shopify merchants should try **Log in with Shopify**. If you need to update your Smile email or password, follow the steps in [Change your account email or password](/en/articles/4036176-change-account-email-or-password).
If you're still unable to log in after following the steps above, contact [**Smile support**](/en/articles/4495476-how-to-get-help-with-smile) for help.
# Award points for clicking a link
Source: https://help.smile.io/en/articles/13452369-award-points-for-clicking-a-link
Create flexible ways for customers to earn points—no code required.
With the **Click a link** action, you can award points when customers click a specific link or button. This gives you more flexibility to reward engagement beyond traditional earning actions, without requiring custom code.
**Feature availability**: The **Click a link** earning action is available on **Essential, Standard, Growth, Plus,** and **Enterprise** plans.
## What is the Click a link action?
The **Click a link** action lets you reward customers for taking a specific engagement action in your loyalty program, such as subscribing to a newsletter or booking an appointment.
Customers earn points by interacting with a link that represents the action you want to encourage. This makes it a flexible way to reward engagement both on and off your site, without requiring custom code or integrations.
This action works similarly to social earning actions, but offers greater flexibility. You control what action is promoted, where the link goes, how it appears, and how often customers can earn points.
## How to create a Click a link action
To add a new earning action for clicking a link:
1. From **Smile Admin**, go to Program > [**Points**](https://app.smile.io/reward-programs/points)
2. Click **Add ways to earn**.
3. Select **Click a link**.
4. Configure the action settings:
* Enter the **Activity Name**
* Enter the **Call to action** and **URL**
* Set the **Points awarded**
* Set how often customers can earn points
* Add a custom icon (optional)
5. Click **Save**.
Once saved, the action appears in your loyalty program and is available to customers.
## Examples of actions you can reward
Use the **Click a link** action to reward engagement for actions such as:
* Subscribing to a newsletter.
* Booking a class or appointment.
* Leaving a Google review or a review on another platform.
* Subscribing to a YouTube channel.
* Creating a wishlist.
* Completing a customer profile.
* Completing a survey or feedback form.
## How points are awarded
Points are awarded when customers interact with the link from the Loyalty Hub or Smile Panel. The **Click a link** action doesn't confirm whether the customer completes the action on the destination page (such as finishing a survey, form, or other external task), so it works best for low-friction engagement.
To use this action effectively, consider:
* Which actions you want to reward.
* How many points make sense for each action.
* How often customers should be able to earn points.
If you need confirmation that a customer completed an action after clicking the link, a **code-based [custom activity](/en/articles/4036268-manage-custom-activity-types)** may be a better fit, depending on your plan.
# Add the Smile loyalty block to Shopify customer pages
Source: https://help.smile.io/en/articles/13639207-add-the-smile-loyalty-block-to-shopify-customer-pages
View and manage loyalty details directly from Shopify customer profiles.
Adding the Smile loyalty block to Shopify customer pages lets you manage your loyalty program directly from each customer profile. You can view loyalty details, adjust points, and redeem rewards without leaving Shopify.
## Add the Smile loyalty block
Follow these steps to add the Smile loyalty block to your Shopify customer pages:
1. From **Shopify Admin**, open any **customer** page.
2. Scroll to the **Blocks** section.
3. Click **+ Block**.
4. Select **Loyalty program** from the list.
**Tip:** To keep the loyalty program block visible across all customer profiles, click the pin icon in the top-right corner of the block.
## Using the loyalty program block in Shopify
Once added to a Shopify customer profile, the loyalty program block gives you a centralized view of a customer’s loyalty activity and lets you take action without leaving Shopify.
With this block, you can:
* **View a customer’s points balance**\
See their current points total at a glance.
* **Check referral activity**\
View referral status and access the customer’s referral link.
* **Monitor VIP tier status**\
See the customer’s current VIP tier and how many points they need to reach the next tier.
* **See points expiry details**\
View if and when a customer’s points are set to expire.
* **Redeem points on behalf of the customer**\
Apply rewards directly from the block.
* **Manually adjust a customer’s points balance**\
Add or remove points to correct balances or reward customers.
# How to create custom ways for customers to earn points
Source: https://help.smile.io/en/articles/13676984-how-to-create-custom-ways-for-customers-to-earn-points
Create flexible ways for customers to earn points using links, Shopify Flow automation, or custom development.
You can award points in Smile using several different methods, from built-in earning options to more flexible approaches for customized setups. The right method depends on how customers should trigger points and whether you need automation or verification.
This article focuses specifically on **custom and flexible earning methods** that go beyond Smile's default ways to earn points, helping you tailor earning experiences to your business needs.
**Feature availability**: Some earning methods require specific Smile plans or Shopify capabilities, as outlined below.
## Choose the right method
Smile supports three main ways to create customized earning opportunities. Each option varies by flexibility, technical effort, and plan availability.
## 1. Click a link (no code)
Use this option to reward customers for clicking a link you control, such as a newsletter signup, Google review, survey competition, booking page, or call-to-action.
**Best for:** Simple engagement rewards
**Requires:** No code
**Available on:** Essential and up (all paid plans)
👉 **Learn more:** [Award points for clicking a link](/en/articles/13452369-award-points-for-clicking-a-link)
## 2. Shopify Flow automation (Shopify only)
Use Shopify Flow to automatically award points based on Shopify events and conditions, such as order values, repeat purchases, customer tags, or custom workflows.
**Best for:** Automated point awards tied to Shopify behavior
**Requires:** Shopify Flow app
**Available on:** Essential and up, on Shopify plans that support Flow
👉 **Learn more:** [Use Shopify Flow to award points with Smile](/en/articles/4036187-use-shopify-flow-to-award-points-with-smile)
## 3. Custom activity types (developer required)
Custom activity types let you award points for brand-specific actions that cannot be handled through links or Shopify Flow, such as watching a video, scanning a QR code, or uploading content. This option requires development work to notify Smile when the action is completed.
**Best for:** Verified or highly customized earning events
**Requires:** Development work and Smile's API
**Available on:** Plus and Enterprise plans
👉 **Learn more:** [Manage custom activity types](/en/articles/4036268-manage-custom-activity-types)
# Free trials for paid plans
Source: https://help.smile.io/en/articles/13860797-free-trials-for-paid-plans
Start a 14-day free trial of a paid plan.
A free trial lets you explore a paid plan before committing to a subscription. If you're on the **Free plan** and use Shopify billing, you can start a 14-day free trial of a paid plan directly from the pricing page.
During your trial, you get full access to the features included in that plan. You won't be charged during the 14-day trial period.
**Feature availability**: 14-day free trials are available on the **Essential**, **Standard**, and **Growth** plans for merchants using **Shopify billing**.
## Start a free trial
You can start a free trial from the pricing page in Smile Admin.
To start your trial:
1. From Smile Admin, go to **Settings** > **Billing** > **[Pricing](https://admin.shopify.com/apps/smile-io/settings/billing/pricing-plans)** [**Plans**](https://admin.shopify.com/apps/smile-io/settings/billing/pricing-plans).
2. On an eligible plan, click **Start 14-day trial**.
3. In the confirmation modal, review the plan details, including pricing and trial terms.
4. Click **Start free trial**.
5. Approve the subscription in Shopify to begin your trial.
Once approved:
* You'll have full access to all features included in the selected plan.
* Your **Billing** page will show your trial status and the number of days remaining.
* You won't be charged during the trial period.
**Important:** Each account can start one free trial. After your trial ends or if you cancel it, you won't be able to start another.
## What happens when your trial ends
Your trial lasts 14 days. On day 14:
* Your subscription automatically converts to a paid plan.
* Your paid Smile subscription begins, and you'll be billed through Shopify at the plan's regular price.
* No action is required to continue on the paid plan.
**Note:** If you switch to a different paid plan during your trial, billing for the new plan starts immediately.
## Cancel a free trial
You can cancel your trial at any time before it ends.
To cancel your trial:
1. From Smile Admin, go to **Settings** > **[Billing](https://admin.shopify.com/apps/smile-io/settings/billing)**.
2. Click **Cancel trial**.
3. In the confirmation modal, review the changes to your plan.
4. Click **Cancel free trial** to confirm.
When you cancel:
* Your access to paid features ends immediately.
* Your account returns to the **Free plan** right away.
* You are not charged.
**Important:** Canceling your trial ends access to paid features immediately.
## Frequently asked questions
#### Will I be charged during my free trial?
No. You receive full access to the selected plan for 14 days at no cost.
#### Can I switch plans during my trial?
Yes. You can switch to a different paid plan at any time. If you switch plans, your trial ends and billing for the new plan starts immediately.
#### Can I start another free trial?
Each account is eligible for one free trial. Once your trial ends or is canceled, you won't be able to start another.
#### Why don't I see the free trial option?
You may not see the option if:
* You're already on a paid plan.
* You've already used your free trial.
* You use Stripe billing instead of Shopify billing.
* You're currently on an active trial.
If you don't see the free trial option and have questions about your account, contact our team. We're happy to help.
#### Are all plans eligible for a free trial?
Free trials are available on the **Essential**, **Standard**, and **Growth** plans. **Plus** and **Enterprise** plans do not offer self-serve free trials.
If you're interested in the **Plus** or **Enterprise** plan, contact our team to learn more.
#### What if I qualify for a Shopify program trial?
If you qualify for a Shopify program trial (for example, a 90-day Shopify trial), that offer will apply instead of the 14-day free trial.
# Loyalty landing page or Loyalty Hub: What's the difference?
Source: https://help.smile.io/en/articles/13908433-loyalty-landing-page-or-loyalty-hub-what-s-the-difference
Understand which loyalty experience is right for your store.
You can add dedicated loyalty pages to your store using a loyalty landing page, Loyalty Hub, or both.
Both options connect to the same loyalty program in Smile Admin, but they serve different purposes. This guide explains how each experience works so you can decide what's right for your store.
Availability depends on your plan. Review the details in each section below.
## Loyalty landing page
The loyalty landing page is a public, non-interactive page that explains your loyalty program.
**Feature availability**: The loyalty landing page is available on **Essential, Standard, Growth, Plus, and Enterprise** plans for merchants on the **Shopify** platform.
All visitors can view this page, whether they are logged in or not. It shows how customers earn points, highlights available rewards, and provides a general overview of your loyalty program.
Unlike interactive experiences, the loyalty landing page does not show a customer's individual points balance or allow customers to redeem rewards or complete earning actions. It is designed purely for program education.
### When to use a loyalty landing page
Use a loyalty landing page if you want a dedicated, public page that explains how your loyalty program works before customers log in.
### Set up a loyalty landing page
To add a loyalty landing page to your store, follow this guide: **[Create a loyalty landing page](/en/articles/8174498-create-a-loyalty-landing-page)**
## Loyalty Hub
Loyalty Hub is an interactive loyalty page designed for logged-in customers.
**Feature availability**: Loyalty Hub is available on **Growth, Plus, and Enterprise** plans for merchants on the **Shopify** platform.
Inside Loyalty Hub, customers can:
* View their points balance.
* See available rewards.
* Redeem rewards to receive discount codes.
* Complete earning actions.
* Enter their birthday.
Because customers must log in, Loyalty Hub supports active points management and reward redemption.
### Using Loyalty Hub instead of the Smile panel
Loyalty Hub can replace the Smile panel and launcher as your primary loyalty experience.
When used this way, customers visit a Loyalty Hub to manage their points and rewards. The Smile panel and launcher are not used, and Loyalty Hub becomes the central location for loyalty activity on your store.
### Set up Loyalty Hub
To add Loyalty Hub to your store, follow this guide: [Add Loyalty Hub to your store](/en/articles/11325846-add-loyalty-hub-to-your-store).
## Using both together
You can use both the loyalty landing page and Loyalty Hub at the same time.
In this setup, the loyalty landing page provides a public overview of your program, while Loyalty Hub gives logged-in customers a dedicated space to manage points and redeem rewards.
# Using Smile with Shopify's new customer accounts
Source: https://help.smile.io/en/articles/14020240-using-smile-with-shopify-s-new-customer-accounts
How your Smile loyalty program works with Shopify's new customer accounts.
If your store is using—or switching to—Shopify's new customer accounts, your Smile loyalty program will continue working as expected. The customer login experience changes, but your Smile loyalty program continues to work the same way.
**Note**: All existing customers, points balances, and VIP tiers remain unchanged when you switch to Shopify's new customer accounts. Existing program members remain members after the switch.
## How membership works with Shopify's new customer accounts
A customer becomes a Member only when *both* of the following happen:
1. They log in using Shopify's 6-digit login code.
2. Smile content loads while they are logged in.
Smile content includes any active surface you've configured, such as:
* The Smile panel
* Embedded content (for example, a points balance in the customer account area)
* Loyalty Hub
* Checkout surfaces or deep links
Once this happens, Smile recognizes the authenticated Shopify profile and converts the customer from a Guest into a Member.
**Note:** With Shopify's legacy customer accounts, customers became Members when they created a store account using an email address and password. With new customer accounts, this is replaced by the 6-digit login flow above.
## Displaying loyalty content inside customer accounts
Most Smile functionality works the same after you switch to Shopify's new customer accounts.
However, if you display loyalty content inside your customer account pages, you may need to update how that content is added.
## Embed points balance on the customer account page
If you display a customer's points balance within their account area, you may need to update your setup after switching to Shopify's new customer accounts.
### Update your points balance display
Shopify's new customer accounts do not support older theme-based points balance implementations.
To display a customer's points balance within their account area, use the current setup method described in [**Embed customer points balance on the customer account page**](/en/articles/8659125-embed-points-balance-on-the-customer-account-page).
If you're already using this method, you may only need to adjust the placement using Shopify's customer account customization tools.
**Feature availability**: Embed points balance on the customer account page is available on **Growth, Plus, and Enterprise** plans.
## Loyalty Hub
With Shopify's new customer accounts, you can add Loyalty Hub directly inside the customer account page. Customers can view their points, rewards, and VIP tier within their account area.
On legacy customer accounts, Loyalty Hub was still available. However, merchants needed to manually surface or link to it (for example, by adding a navigation link or custom button).
If you were already using Loyalty Hub, you can now place it directly within Shopify's new customer account editor. To learn more, read our guide: [Adding Loyalty Hub](/en/articles/11325846-add-loyalty-hub-to-your-store).
**Feature availability:** Loyalty Hub is available on **Growth, Plus, and Enterprise** plans.
# View program activity
Source: https://help.smile.io/en/articles/14021875-view-program-activity
View activity for points, referrals, and VIP programs in Smile Admin.
The **Activity** page shows individual events that occur across your loyalty program. This includes activity related to **points, referrals,** and **VIP tiers**.
**Note:** For benchmarks and overall program performance insights, visit the **[Analytics](https://app.smile.io/analytics)** section.
## View the activity page
This page displays a chronological list of all activity across your loyalty program. From this page, you can review recent events or open specific activity lists for points, referrals, and VIP tiers.
In Smile Admin, navigate to **Program > [Activity](https://app.smile.io/reward-programs/activity)**.
## View points activity
To see all points-related activity:
1. In Smile Admin, navigate to **Program > Activity**.
2. Select **[View all points activity](https://app.smile.io/reward-programs/points/activity)**.
This page shows individual points events, such as when customers earn, redeem, or have points adjusted.
## View referral activity
To see referral program activity:
1. In Smile Admin, navigate to **Program > Activity**.
2. Select **[View all referral activity](https://app.smile.io/reward-programs/referrals/activity)**.
This page shows referral events, including pending, blocked, and completed referrals.
## View VIP activity
To see VIP tier activity:
1. In Smile Admin, navigate to **Program > Activity**.
2. Select **[View all VIP activity](https://app.smile.io/reward-programs/vip/activity)**.
This page shows VIP-related events, such as when customers move between tiers.
## View activity for a customer
From any activity list, you can select a **customer's name** to view more details about that customer's activity on their profile.
If you're looking for a specific customer, you can also **[find a customer](/en/articles/9718243-find-a-customer)** to view their loyalty program activity directly from their profile.
# Launch checklist
Source: https://help.smile.io/en/articles/4036174-launch-checklist
Helpful tips for a smooth loyalty program launch
## Introduction
We work with thousands of merchants every year and with over 50,000 live programs the data that we have on what works is solid regardless of what type of business you run. This checklist and the recommendations for configuring a points and referral program are built from that data to give you the best starting point possible to grow your business.
## Program Launch Checklist
### **1. Brand the rewards panel**
5-10 minutes
* Add [Banner Images](https://app.smile.io/settings/branding?displaySection=banner-images\&previewType=on-site)
* [Name your Points Currency](/en/articles/4036264-customize-points-currency-name)
Customize your rewards panel to be an extension of your brand! 👨🎨
### **2. Integrate third-party apps**
10-20 minutes
**Popular integrations**
1. Email marketing
2. Customer service/support
3. Review generation
Looking for more information on a particular integration? Check out our [integrations overview](/en/integrations/overview).
### **3. Configure Points Program**
15-30 minutes
Spending rules equal to 100 points = \$1.
• Review [Ways to earn](https://app.smile.io/reward-programs/points/actions)/[Rewards](https://app.smile.io/reward-programs/points/rewards)
Place an order configuration gives members •
Three \$ off coupons (\$5,10,20)\
3x to 5x their purchase in points.
Review [place an order](https://app.smile.io/reward-programs/points/actions/) (Eg. \$50 order = 150 points at 3 points per dollar).
Add [social media earning actions](/en/articles/4036266-understand-social-media-points-earning) excl. taxes and shipping. dFacebook Like • Instagram Follow
**4. Referral Program** 👯♂️ **•** [Referring Customer Reward](https://app.smile.io/reward-programs/referrals/advocate) 10 minutes • [Referred Friend Reward](https://app.smile.io/reward-programs/referrals/friend)
Adjust the \$ off reward to equal 10%
of your store's average order value.
**5. Pre-launch points import** 📈 **•** [Export](https://app.smile.io/customers) customers from Smile 30 minutes • Delete all columns except 'Email' and 'Points Balance'. • Change 'Points Balance' to 'points' • Change 'Email' to 'email' • [Adjust](/en/articles/4036233-import-points-via-csv-file) the points totals in app.
**6. Promote your program!** 📣 Invite customers to join your program. • Email customers and let them know about the program. • Include details about Points/Referrals • Use social media channels to promote your program.
# Change account email or password
Source: https://help.smile.io/en/articles/4036176-change-account-email-or-password
Update the email address and password associated with a Smile account.
You can update the email address, contact name, and password for your Smile account **when you log in through app.smile.io**.
If you usually access Smile through Shopify or BigCommerce, you won't need to manage a separate Smile login. Learn more about your login options in **[How to log in to Smile](/en/articles/13441174-how-to-log-in-to-smile)**.
## Edit the account email or password
From your account settings, you can update the **Email address** and **Password** you use to log in to Smile through **app.smile.io**. You can also update your **First name** and **Last name**, which are used in in-app chat and to identify the primary account holder.
To review or update these settings:
1. In Smile Admin, navigate to Settings > **[User](https://app.smile.io/settings/user)**.
2. Update the desired fields.
3. Click **Save**.
**Note:** Smile uses a separate email address for billing purposes in your account. To learn more about billing, review our article on [updating billing information.](/en/articles/4036178-update-billing-information)
# Update order settings - Shopify
Source: https://help.smile.io/en/articles/4036177-update-order-settings-shopify
Configure how points are awarded for orders, including eligible order statuses, taxes, shipping, discounts, and POS purchases.
Order settings determine when customers earn points, including which order statuses qualify and whether taxes, shipping, discount codes, and POS purchases are included when calculating points.
**Note:** These settings are only available for merchants using Shopify or Shopify Plus. If you're looking for BigCommerce order settings, see [Update order settings - BigCommerce](/en/articles/5467063-update-order-settings-bigcommerce).
## Update your order settings
1. In Smile Admin, navigate to **Settings > [Platform](https://app.smile.io/settings/platform) > Order Settings**.
2. Click **Edit**.
**Note:** Changes to your order settings only apply to new orders placed after you save the changes. Orders that have already been processed will not be recalculated.
### Order statuses that earn points
Choose which order statuses customers can earn points for. Available statuses include:
* Authorized
* Pending
* Paid *(recommended)*
* Partially Paid
* Refunded
* Voided
* Partially Refunded
Use the dropdown menu to select the statuses you want to award points for. You can select more than one status.
If you're running a VIP program, consider rewarding customers for **Paid**, **Partially Paid**, and **Partially Refunded** order statuses. If customers do not earn points for these statuses, orders with these statuses will not count toward their VIP tier placement.
**Note:** Shopify orders with an **Archived** or **Cancelled** status are not automatically sent to Smile. To send these orders to Smile, update the order notes (the content does not matter). This prompts Shopify to send a webhook for the order, allowing Smile to ingest it.
### Order statuses that remove points
You can remove points from a customer's account based on the status of their order. Available statuses include:
* Authorized
* Pending
* Paid
* Partially Paid *(recommended)*
* Refunded *(recommended)*
* Voided
* Partially Refunded
By default, rewards are cancelled when an order is refunded. Use the dropdown menu to select one or more statuses that should remove points from a customer's account.
To learn more, see [cancelling rewards and partial refunds](/en/articles/4036183-configure-points-cancellation-for-refunds).
## Rewarding POS orders
Choose whether customers can earn points for:
* Online and in-store purchases
* Online purchases only
* In-store purchases only
## How points are calculated
By default, points are calculated on the order subtotal — the sum of your line items, excluding taxes, shipping, and any discount codes applied.
The **rewardable order total** is the portion of an order's value that's eligible to earn points. Smile uses this amount to calculate how many points a customer earns from an order.
The settings below let you adjust what's included in the rewardable order total.
### Rewarding taxes and shipping
You can choose whether taxes and shipping are included in the rewardable order total.
Select the appropriate option to include taxes and/or shipping when calculating points earned on an order.
**Note:** When "Include taxes" is enabled, Smile uses the total tax from your Shopify order, which may include tax charged on shipping.
### Excluding discount codes from earning points
If you don't want customers to earn points on the portion of an order covered by a discount code, enable **Exclude coupon discounts used**.
When this setting is enabled, a customer who redeems a \$10 discount code on a \$100 purchase will only earn points on the remaining \$90.
**Note:** This setting only applies to discount codes. Shopify treats gift cards and store credits as payment methods, not discounts. Because of this, they are never excluded from the rewardable order total, regardless of this setting.
# Update billing information
Source: https://help.smile.io/en/articles/4036178-update-billing-information
Change the billing email address and credit card details associated with a Smile account.
Keeping your billing information (such as your credit card number or expiry date) up to date is important to ensure uninterrupted access to your Smile account. How you update your billing details varies depending on the billing method your account uses.
## Update payment details for Stripe billing
If your credit card is billed directly by Smile through Stripe, you can update your billing information in Smile Admin. To review and update your payment details:
1. In Smile Admin, navigate to **Settings** > **[Billing](https://app.smile.io/settings/billing).**
2. In the **Payment method** card, click **Update.**
3. Enter the required information, then click **Payment info.**
4. Enter the credit card details, click **Update credit card.**
## Update payment details for Shopify billing
If you pay for Smile through Shopify billing, your payment information must be updated through your Shopify account—not in Smile Admin. You can update billing information directly [in Shopify](https://help.shopify.com/en/manual/your-account/manage-billing/billing-information/update-billing-info).
## Update payment details for invoice billing
If you pay for Smile via manual invoice, please reach out to our team ([help@smile.io](mailto:help@smile.io)) to review or update your payment information.
## Update billing email address in Smile
Your billing email address is stored in your general settings in Smile. To review or update the email address used for billing:
1. In Smile Admin, navigate to **Settings** > **[General](https://app.smile.io/settings/general)**.
2. In the **Billing Details** card, update the email address you'd like to use for billing.
3. Click **Save.**
**Note:** To learn more about our pricing plans and how to change or cancel your plan, review our article on [managing your plan](/en/articles/10131412-manage-your-plan).
# How Smile handles currency
Source: https://help.smile.io/en/articles/4036180-how-smile-handles-currency
Learn which currency Smile uses, how it's displayed to customers, and how multi-currency works on Shopify and BigCommerce.
Smile is configured with a single program currency, set in your store's platform settings. This currency determines how rewards and discount codes are issued. How points calculations work with multi-currency depends on your platform — see the sections below for details.
## How Smile uses your store currency
For most stores, Smile uses your store's **base currency** to calculate points, rewards, and discount codes.
Your eCommerce platform sets this currency, and **it can't be changed after your store has made its first sale**. While customers may see prices in different currencies, Smile typically performs all calculations using this base currency. See the platform-specific sections below for details.
## Changing the currency symbol vs. the currency
You **can't change your store or loyalty program currency** in Smile after setup. However, you *can* adjust how the currency is **displayed**.
For example, depending on your platform settings, you may be able to show a different currency symbol (such as `$` or `USD`). Changing the symbol does **not** change the currency used for calculations.
You can manage this setting in **Smile Admin** > **Settings** > [**General**](https://app.smile.io/settings/general).
## Using Smile with Shopify multi-currency
Shopify's multi-currency feature allows customers to **view prices in their local currency**. However, Shopify still processes orders and reports them to Smile in your store's **base currency**.
Because of this:
* Smile calculates points and rewards using your base currency.
* Smile displays earning rules and rewards in a single currency only.
This behavior matches how Shopify handles non-Smile discounts when multi-currency is enabled.
## Using Smile with BigCommerce multi-currency
BigCommerce can display prices to shoppers in their local currency. Smile uses the currency the order was processed in — the same currency that appears on the order confirmation. Smile does not convert currencies or apply exchange rates.
Depending on your BigCommerce configuration, orders may be processed in your store's default currency or a shopper's local transactional currency.
Because of this:
* Smile calculates points and rewards using the order's processed currency.
* Smile displays earning rules and rewards in your Smile program's base currency only.
## Adjusting rewards to match your currency
Many merchants aim to issue **one point per unit of currency spent**, but this may not be the right fit for every currency.
Depending on your store currency, you may want to:
* Adjust points earning rates.
* Update reward values to protect your margins.
In some currencies, it's normal for customers to earn and redeem large point balances.
**Important:** If you use multi-currency and offer fixed-amount rewards (for example, "\$10 off"), their perceived value may change day to day for international shoppers due to exchange rate fluctuations.
# Find your Public Key or Private Key
Source: https://help.smile.io/en/articles/4036181-find-your-public-key-or-private-key
How to locate the public and private keys for your account.
Previously, your account's Public Key and Private Key were used to interact with Smile's REST API and initialize Smile's JavaScript SDK. These keys have been phased our in favour of newer and more modern replacements, and this article exists as a temporary historical reference only.
**Feature availability**: API access is available on \*\*Plus \*\*and **Enterprise** plans.
### Use Smile's REST API
If you're looking to make calls to Smile's [REST API](https://dev.smile.io/api), you should use [API keys](/en/articles/11328240-manage-api-keys) instead.
**Tip:** For step-by-step instructions on how to migrate from Private Keys to API keys, read our [full article](/en/articles/11730614-migrate-from-a-legacy-private-key-to-api-keys).
## Initialize Smile's JavaScript SDK
If you want to initialize Smile's JavaScript SDK, you should use your [publishable key](/en/articles/11878403-find-publishable-key) and a [signing key](/en/articles/11878129-manage-signing-keys) instead.
# Configure points cancellation for refunds
Source: https://help.smile.io/en/articles/4036183-configure-points-cancellation-for-refunds
Select how points are cancelled when an order is refunded or partially refunded.
Points cancellation removes points from a customer's account if they later return all or part of their order.
## Edit points cancellation settings
By default, Smile cancels points when an order's status is **Refunded**. Points are automatically deducted from the customer's account when an order's financial status matches this value. Notifications are not sent to customers when points are cancelled due to a refund.
You have the option to edit or add additional **Order Statuses** in your program settings.
**Important:** Returns issued as **store credit** will not automatically have points cancelled. These must be manually marked as **Refunded** to be recognized and have points removed.
To review, or edit points cancellation settings:
1. In Smile Admin, navigate to **Settings** > **[Platform](https://app.smile.io/settings/platform).**
2. In the **Order Settings** card, click **Edit**.
3. Under **Cancel rewards when the financial status is one of**, select the order statuses you'd like to trigger points cancellation.
4. Click **Save**.
Changes to points cancellation settings only apply to future refund events. Previously refunded orders will not be reprocessed. If points were not cancelled when a refund was issued, you'll need to [manually adjust the customer's points balance](/en/articles/4036217-adjust-customer-points-balance).
## How points cancellation is calculated
Points cancellation is based on the [**Place an order**](https://app.smile.io/reward-programs/points/actions) earning rule in your points program.
Points will only be cancelled if the original **Place an Order** earning rule—used when the points were awarded—still exists and is enabled. If the original earning rule has been deleted or is disabled at the time of the refund, the customer's points will not be cancelled.
If the earning rule value has changed between the order and the refund, the cancellation will use the current value. This may result in a discrepancy between the points awarded and the points removed.
##### Examples:
If your **Place an Order** earning rule gives 1 point for every \$1 spent, and a customer makes a \$50 purchase, they will earn 50 points. Here's how Smile handles cancellations in different scenarios:
| **Order rule scenario** | **Cancelled points behavior if the \$50 product is returned** |
| -------------------------------------------------------------------------------- | --------------------------------------------------------------------------- |
| The earning rule remains active and unchanged. | 50 points are removed. |
| The earning rule is disabled. | No points are removed. |
| The earning rule is deleted. | No points are removed. |
| The earning rule is active and has been changed to 2 points for every \$1 spent. | 100 points are removed (50 original + 50 based on the updated earning rule) |
## Points cancellation for partial refunds on Shopify
In addition to **Refunded,** if an order's status changes to **Partially Refunded** in Shopify, Smile will also cancel the corresponding amount of a customer's points. By default, partial refunds are included in the **Refunded** status and **Partially Refunded** does not need to be added as a separate status.
Examples of partially refunded orders:
| **Order scenario** | **Points cancellation behavior on Shopify** |
| ------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| A customer purchases two products, one \$40 and one \$20. They earn points on the \$60 spent on the order. | If the customer later returns the \$20 product, they receive \$20 back. The points earned on the \$20 are removed, and they keep the points earned on the remaining \$40 of the order. |
| A customer purchases two products, one \$40 and one \$20. They use a \$10 off coupon. They earn points on the \$50 spent on the order. | If the customer later returns the \$20 product, they receive \$16.67 (\$20 minus 1/3 of the \$10 discount) back. The points earned on the \$16.67 are removed and they keep the points earned on the remaining \$33.33 of the order. |
**Note:** Partial Refunds are not currently available for BigCommerce merchants.
## Frequently asked questions
#### What happens to reward coupons when an order is refunded?
Reward coupons are not automatically reissued when an order is refunded. If you'd like to restore the value of a redeemed reward, you can [manually adjust the customer's points](/en/articles/4036217-adjust-customer-points-balance) balance to reinstate the points used for the reward coupon.
#### Can refunds affect a customer's VIP tier?
Yes, but the impact depends on the type of VIP program you're using:
* **Points-based VIP:** If points earned from an order are removed due to a refund (based on your points cancellation settings), those points are also removed from the customer's VIP progress. If the customer no longer meets the requirements for their current tier, they may be moved to a lower tier.
* **Amount spent VIP:** The refunded amount is automatically deducted from the customer's total spend, regardless of your points cancellation settings. If the refund causes the customer to fall below a tier threshold, their VIP tier will be recalculated accordingly.
# Supported eCommerce platforms
Source: https://help.smile.io/en/articles/4036185-supported-ecommerce-platforms
Find out which eCommerce platforms you can use with Smile.
## Supported eCommerce platforms
Smile integrates directly with these eCommerce platforms:
* **Shopify**
* **Shopify Plus**
* **Shopify POS**
* **BigCommerce**
These integrations let you connect Smile seamlessly with your store, giving you access to loyalty program features such as points, referrals, and rewards.
## Other platforms
Smile is only available on Shopify, Shopify Plus, Shopify POS, and BigCommerce. If your store is on a different platform, you won't be able to use Smile.
## Frequently asked questions
**Does Smile work with Wix?**
As of February 2025, Smile no longer integrates with Wix.
**Does Smile work with Squarespace?**
Smile doesn't integrate with Squarespace.
**Does Smile work with WordPress?**
Smile doesn't integrate with WordPress.
**Does Smile work with headless or custom storefronts?**
Smile can support headless or custom storefronts on Shopify or BigCommerce. Contact our team to discuss your setup.
# Add Smile to your Shopify theme
Source: https://help.smile.io/en/articles/4036186-apply-smile-ui-to-shopify-theme
How to add Smile as an app embed in your Shopify theme.
Before the Smile Launcher can appear on your storefront, Smile must be added as an app embed in your Shopify theme. You may have already completed this during setup. You only need to repeat it if you change your theme.
## How to know if Smile needs to be added to your theme
If Smile isn't added to your Shopify theme, you'll see a warning banner on your Smile Admin home page that reads **Important: Add Smile to your store theme.**
Click **Follow setup instructions** to open the setup guide — it will walk you through adding Smile as an app embed in your Shopify theme.
If the Launcher still isn't appearing, start with Step 1 below. If you didn't see the warning banner, complete both Step 1 and Step 2.
## Step 1: Check your Launcher visibility settings
First, confirm the Launcher isn't hidden.
Go to **On-site content** > [**Launcher**](https://admin.shopify.com/apps/smile-io/on-site/launcher) and verify the visibility settings are correct.
If you need guidance, see **[Show or hide the loyalty launcher](/en/articles/4036211-show-or-hide-the-loyalty-launcher).**
## Step 2: Re-add Smile to your store theme
If you didn't see the warning banner, or you need to add Smile to your current Shopify theme manually, you can do so from **Platform Settings**.
1. In Smile Admin, navigate to **Settings** > [**Platform**](https://admin.shopify.com/apps/smile-io/settings/platform).
2. Find your Shopify account card and click **Show more.**
3. Click **Add Smile to your store.**
4. Click **Open Shopify theme settings.**
5. Under **App embeds**, ensure **Smile.io** is toggled on.
6. Click **Save**.
## Still not showing?
If Smile still isn't appearing, try enabling the Smile app embed directly from your Shopify theme editor using [Shopify's guide](https://help.shopify.com/en/manual/online-store/themes/customizing-themes/apps#app-embeds). If the Launcher still doesn't appear, contact our support team at [help@smile.io](mailto:help@smile.io).
# Use Shopify Flow to award points
Source: https://help.smile.io/en/articles/4036187-use-shopify-flow-to-award-points-with-smile
Award points automatically using Shopify Flow and Smile.
The **Send Smile activity** action lets you award points when specific events occur in Shopify. You can use Shopify Flow triggers and conditions to create custom earning opportunities beyond Smile's built-in actions.
**Note:** Not sure whether to use **Send Smile activity** or **Adjust points balance**? See [**Shopify Flow and Smile**](/en/articles/shopify-flow-and-smile).
**Feature availability:** Shopify Flow actions are available on **Essential, Standard, Growth, Plus, and Enterprise** plans for merchants using Shopify Flow.
## Step 1: Create a Flow action in Smile
**Important:** Make sure the Shopify Flow app is installed in your store before continuing.
1. From Smile Admin, go to **Settings > Platform**.
2. In the **Shopify Flow actions** section, click **Create Flow action**.
3. Choose a trigger type based on the identifier you have available:
* Select **Order paid** when your Shopify Flow trigger references an order, such as Order Paid, Order Created, Order Updated, or Fulfillment Created.
* Select **Customer created** when your Shopify Flow workflow uses customer-based triggers, such as Customer Updated, Customer Joined Segment, Customer Tags Added, or Return Processed.
4. In the **Action title** field, enter a descriptive name.
5. In the **Action title once completed** field, enter the completion text customers will see.
6. Click **Create**.
## Step 2: Create a workflow in Shopify Flow
**Tip:** Smile has ready-made Shopify Flow templates for common loyalty program workflows. Contact the Smile team if you'd like help getting started with templates or best-practice recommendations.
1. From Shopify Admin, go to **Flow**.
2. Click **Create workflow**.
3. Click **Select a trigger**.
4. Select the same trigger type you selected when creating the Flow action in Smile.
5. Optional: Add conditions to control when points are awarded.
6. Click the **+** icon, then choose **Action**.
7. Select **Smile**.
8. Click **Send Smile activity**.
9. In Smile, copy the **Activity type code** from the Flow action you created.
10. Paste the code into the **Activity type** field in Shopify Flow.
11. Verify that the required ID field for your selected trigger is populated:
1. If you're using **Customer created**, ensure the **Customer ID** field is populated.
2. If you're using **Order paid**, ensure the **Order ID** field is populated.
12. Review the guidance shown in Shopify Flow to confirm your trigger settings.
13. Save the workflow.
**Tip:** Use the same name for your Shopify Flow workflow and Smile Flow action to make them easier to identify and manage.
## Step 3: Create an earning action
**Important:** This step is required. Without an earning action, customers won't receive points when the workflow runs.
1. From Smile Admin, go to **Program > Points**.
2. Click **Add ways to earn**.
3. In the **Online store** section, select the Flow action you created.
4. In the **Earning value** card, enter the number of points customers should receive.
5. Configure any additional settings.
6. Click **Create**.
7. Return to Shopify Flow and click **Turn on workflow**.
**Note**: Points awarded through the **Send Smile activity** action aren't automatically removed if the triggering order is refunded. If you want to deduct points for refunded orders, create a separate Shopify Flow workflow using the **Adjust points balance** action. See [Understand Shopify Flow and Smile](/en/articles/shopify-flow-and-smile) for details.
## Remove a Shopify Flow earning setup
**Warning:** Deleting a Flow action can't be reversed. Before deleting a Flow action, delete any earning actions linked to it. Deleting a Flow action in Smile doesn't delete or disable any Shopify Flow workflows that use it. If you want to temporarily disable a rule, you can pause the earning action in Smile.
To completely remove a Shopify Flow earning setup:
### Step 1: Delete the earning action
1. From Smile Admin, go to **Program > Points**.
2. Locate the earning action linked to the Shopify Flow action.
3. Delete the earning action.
### Step 2: Delete the Shopify Flow workflow
1. From Shopify Admin, go to **Flow**.
2. Open the workflow associated with the Flow action.
3. Delete the workflow.
### Step 3: Delete the Flow action
1. From Smile Admin, go to **Settings > Platform**.
2. In the **Shopify Flow actions** section, click **Edit** on the Flow action you want to remove.
3. Click **Delete**.
# Customize your brand colors
Source: https://help.smile.io/en/articles/4036206-customize-your-display-and-branding
Customize the colors used throughout your loyalty program.
Your loyalty program can be styled to match your brand by updating the colors used across buttons, icons, and other key elements.
**Important:** Display changes can take up to **15 minutes** to appear on your site. If you don't see updates right away, **wait a few minutes** and **refresh your browser cache** before checking again.
## Update your brand colors
To update your program's colors:
1. In Smile Admin, go to **Settings** > [**Branding**](https://app.smile.io/settings/branding).
2. Under **Brand colors**, choose the color you want to update.
3. Use the color picker or enter a hexadecimal color code.
4. Save your changes.
You can customize:
### Primary color
The primary color is a brand color that can be applied to elements throughout your loyalty program, including launcher buttons, panel banners, buttons, links, and icons.
### Secondary color
The secondary color is a brand color that can be applied to elements throughout your loyalty program. Use it alongside your primary color to create a consistent look across your loyalty program.
# Customize loyalty program name
Source: https://help.smile.io/en/articles/4036208-customize-loyalty-program-name
Edit the name of your loyalty program in the reward panel.
Adding a loyalty program name in the reward panel allows you to customize your on-site content to match your brand and engage customers.
**Tip:** If you would like to edit the name of your points currency, review our guide on [customizing your points currency name](/en/articles/4036264-customize-points-currency-name).
## Edit your loyalty program name
By default, Smile uses the name of your store on the reward panel to introduce your program. You have the ability to customize your program name in the reward panel, as well as the welcome text used to introduce your program.
To edit your program name and panel text:
1. In Smile Admin, navigate to **[On-site content](https://app.smile.io/on-site)**.
2. In the **Panel** card, click **Customize**.
3. Click the **Header** card.
4. In the **Caption** text box, enter text to introduce your program.
5. In the **Title** text box, enter your program name.
6. Click **Save**.
**Note:** If you don't enter text in the Caption or Title fields, Smile will use default text. The default **Caption** is "Welcome to" and the default **Title** is the [name of your store](https://app.smile.io/settings/general).
If you'd like to keep these fields blank, you can use an empty character to fill the space. Just *triple-click* the code box below to select the invisible character inside (you won't see it — but it's there!), then *copy and paste* it into the field you want to leave blank.
```
```
# Change launcher placement
Source: https://help.smile.io/en/articles/4036210-change-launcher-placement
Choose where your loyalty program launcher appears.
The launcher is the on-site button customers click to open your loyalty program panel — where they can view their points, rewards, and ways to earn more. You can choose where this button appears on your website to create a smooth experience across desktop and mobile devices.
## Change your launcher placement
To change your launcher placement in **Smile Admin,** go to:
**On-site content** > **[Launcher](https://app.smile.io/on-site/launcher)**
From here, you can:
* Choose whether the launcher appears on the **left** or **right** side of your site.
* Adjust the **side** and **bottom spacing** between the launcher and your customers' window using the **Spacing** menu.
* Switch between the **Desktop** and **Mobile** tabs to fine-tune placement for each device.
Click **Save** when you're done.
**Important:** Launcher placement changes can take up to **15 minutes** to appear on your site. If you don't see your updates right away, please **wait a few minutes** and **refresh your browser cache before checking again**. This delay applies to both desktop and mobile updates.
# Show or hide the loyalty launcher
Source: https://help.smile.io/en/articles/4036211-show-or-hide-the-loyalty-launcher
Control where your launcher appears on your site, and choose when to show or hide it for customers.
**Important:** If you're not using embedded content that lets customers interact with their points—like [Loyalty Hub](/en/articles/11325846-add-loyalty-hub-to-your-store) or [deep links](/en/articles/4036219-use-deep-links-to-open-the-panel) that open the panel—make sure the launcher remains visible. If it's hidden, customers won't have a way to redeem their points or engage with your loyalty program.
The **loyalty launcher** is the on-site button that opens your program for customers. It allows them to access their loyalty account, check points, and redeem rewards directly from your store.
While the launcher helps customers engage with your loyalty program, it's no longer the only way they can interact. If you're using [**embedded content**](https://app.smile.io/on-site), customers may engage directly through those on-site components instead, and you may choose to hide the loyalty launcher.
Launcher placement changes can take up to **15 minutes** to appear on your site. If you don't see your updates right away, please **wait a few minutes** and **refresh your browser cache before checking again**.
## Choose where to display the launcher
If you're using the launcher, you can decide where it appears in your store using the **Visibility settings** in Smile Admin.
To update the launcher visibility:
1. In Smile Admin, navigate to **On-site content** > **[Launcher](https://app.smile.io/on-site/launcher).**
2. In the **Device visibility** card select the visibility option that fits your program.
3. Click **Save**.
**Note:** The launcher is **automatically hidden** on account and sitemap pages in **BigCommerce,** and on checkout pages in **Shopify** and **BigCommerce.**
### Visibility options
You can choose to display the launcher on:
* **Desktop and mobile**
* **Desktop** — hides the launcher on mobile
* **None** — hides the launcher on both desktop and mobile
## Hide the launcher on your homepage
You can choose to hide the launcher from your homepage if you don't want it visible when customers first visit your store.
To hide the launcher on your homepage:
1. In Smile Admin, navigate to **On-site content** > **[Launcher](https://app.smile.io/on-site/launcher).**
2. In the **Page Visibility** card, select **Hide on homepage.**
3. Click **Save.**
## Hide the launcher on specific pages
You may want to hide the launcher on certain pages — such as your **Terms and Conditions**, **Contact Us**, or other legal or informational pages.
To hide the launcher on a specific page:
1. In Smile Admin, navigate to **On-site content** > **[Launcher](https://app.smile.io/on-site/launcher).**
2. In the **Page Visibility** card, click **Add new condition**.
3. Enter the **URL path** (for example: `/blog`) for any pages where you want to hide the launcher.
4. Click **Save.**
**Warning:** Use the homepage-specific instructions above for hiding the launcher only on your homepage. If you include your homepage (for example: `mystore.com/`) in the **Add new condition** setting, the launcher will be hidden on all pages of your site.
# Customize the launcher's look and feel
Source: https://help.smile.io/en/articles/4036212-customize-the-launcher-s-look-and-feel
Add images, text, and shapes to personalize the launcher's appearance.
The launcher is often the first interaction customers have with your loyalty program, helping them discover, join, and engage with your rewards. Customizing its icon, text, placement, color, and shape ensures it reflects your brand and provides a seamless, engaging experience from the very first click.
**Important:** Launcher changes can take up to **15 minutes** to appear on your site. If you don't see your updates right away, please **wait a few minutes** and **refresh your browser cache before checking again**.
## Customize your launcher text and icon
Customize your launcher to match your brand and site design. A clear, recognizable launcher helps customers quickly find and access your loyalty program.
To customize your launcher, go to **On-site content** > **[Launcher](https://app.smile.io/on-site/launcher).**
From there, you can:
* Customize your launcher's text and icon for desktop and mobile.
* Preview your launcher on desktop and mobile devices before saving your changes.
Adjust these settings to create a launcher that fits seamlessly with your storefront.
## Choose a launcher icon
Your launcher icon is one of the most effective ways to make your loyalty program memorable and recognizable. A distinctive icon helps customers quickly identify and engage with your program.
To customize your launcher icon, go to **On-site content** > **[Launcher](https://app.smile.io/on-site/launcher).**
In the **Icon** card, choose from Smile's set of default icons or upload your own custom image.
To add a custom icon, select **Upload your own icon**, and upload a square image that's **108 × 108 px**.
## Choose your launcher color
Your launcher color helps your loyalty program stand out and ensures customers can easily find and interact with it. Choosing the right color also helps the launcher feel consistent with your brand.
To update your launcher color, go to **On-site content** > **[Launcher](https://app.smile.io/on-site/launcher).**
In the **Colors** card, use the drop-down menus to select colors for your launcher background and text. For best results, choose colors with enough contrast to keep your launcher visible and accessible to all customers.
## Change your launcher shape
Your launcher shape helps define how your loyalty program appears on your site and can influence how customers interact with it. Choose a shape that fits naturally with your site's design and branding.
To update your launcher shape, go to **On-site content** > **[Launcher](https://app.smile.io/on-site/launcher).**
In the **Button shape** card, use the drop-down menu to select the shape you'd like to apply to your launcher.
# The Smile font
Source: https://help.smile.io/en/articles/4036213-the-smile-font
How your program's font creates a clear, consistent experience.
To make sure your loyalty program delivers the best possible customer experience, Smile uses a default font that can't be customized. This setup helps your program stay clear, consistent, and easy to read across every touchpoint.
## Optimized for readability
Smile's text has been thoughtfully designed to balance perfectly with other visual elements—like images and buttons—so your customers can easily read and engage with the content on your loyalty program cards.
## Consistent user experience
The font used throughout Smile has fixed widths and heights to maintain a consistent look and feel across all panels. It's also optimized for different screen sizes and resolutions, ensuring your customers enjoy a seamless experience on any device.
# Adjust customer points balance
Source: https://help.smile.io/en/articles/4036217-adjust-customer-points-balance
Manually change a customer's points balance by adding or removing points.
Manually adjusting a customer's points balance allows you to either add or remove points from an individual customer's loyalty account.
**Tip:** Smile automatically adjusts a customer's points balance when an order is refunded. To learn more, read our article on [configuring points cancellations for refunds](/en/articles/4036183-configure-points-cancellation-for-refunds).
## Manually adjust a customer's points balance
Manual adjustments are visible to the customer in their Smile panel. They will see their updated points balance, along with the addition or removal of points in their points history.
Manual adjustments do not trigger an email notification to the customer. If you'd like to notify the customer, you'll need to do so outside of Smile.
To manually adjust a points balance:
1. In Smile Admin, navigate to [**Customers**](https://app.smile.io/customers).
2. Search for the customer you want to adjust.
3. Select the customer.
4. In the **Points** card on the customer profile, click **Adjust balance.**
5. Input the points to be added or subtracted. If you want to remove points, enter a negative number (e.g., -10).
6. Add a **Reason for adjustment**. This is an internal note for your records.
7. Select **Custom description** to add a customer facing note for the adjustment or leave the **Default description** selected. This note is visible to the customer in the Smile panel.
8. Click **Adjust points**.
**Note:** Adjusting a customer's **points balance** can also affect their **VIP tier** when your VIP program uses **points earned** as the milestone type. If an adjustment increases their total points earned enough for them to enter a new VIP tier, they will receive that tier's entry reward. Negative adjustments that reduce a customer's total points earned and cause them to fall out of a VIP tier will not revoke any rewards they have already earned.
**Tip:** To adjust the points balances for multiple customers at once, review our guide on [importing points using a CSV file](/en/articles/4036233-import-points-via-csv-file).
# Use deep links to open the panel
Source: https://help.smile.io/en/articles/4036219-use-deep-links-to-open-the-panel
Use deep links to open specific sections of your loyalty panel directly from any page on your store.
Smile deep links let you open specific views of your loyalty panel directly from a URL. You can add them to your website, navigation menus, or marketing emails to take customers straight to the section of your panel you want them to see — all without refreshing the page.
## Using deep links
You can add a deep link to the end of any URL to automatically direct customers to a specific area of your panel.
For example, to open your panel's home view, use the following deep link:
`www.example.com/#smile-home`
**Tips for setup:**
1. Make sure there's a `#` before the deep link name.
2. To avoid the page refreshing on every click, remove the trailing slash from the URL.
## Panel locations
Use any of the following links to open specific sections of your reward panel:
* `#smile-home`
* Displays the customer's status in your points, referrals, and/or VIP program, depending on which programs you're currently running.
* `#smile-points-activity-rules`
* Displays a list of ways that the customer can earn points.
* `#smile-points-products`
* Displays a list of items that the customer can redeem their points for.
* `#smile-referral-program-details`
* Displays information about the referral program, including the customer's referral URL.
**Note:** The referral details will only be displayed if the customer is logged into their account. If they're not logged in, this deep link will behave the same way as **#smile-home.** We recommend adding this deep link to your account page so customers are always logged in when they access it.
## Opening a deep link from any button
Buttons are a great way to make your loyalty program more interactive. You can add a deep link to the `href` of any button on your site to open your panel without refreshing the page.
This provides customers with an uninterrupted browsing experience while keeping your panel easily accessible. Deep links function just like any other URL, so you can also add them to menus or navigation bars.
**Example:**
`Click here to get your referral link`
**Important:** For buttons, make sure that you're using just the deep link and not the entire URL.
## Using deep links in emails
When adding deep links to emails, use the **query parameter** method. This approach replaces dashes with underscores in the link format.
**For example:**
`#smile-points-products` → `?smile_deep_link=points_products`
**Examples:**
* `https://store.example.com/?smile_deep_link=home`
* `https://store.example.com/?smile_deep_link=points_activity_rules`
* `https://store.example.com/?smile_deep_link=points_products`
* `https://store.example.com/?smile_deep_link=referral_program_details`
# Understand customer types
Source: https://help.smile.io/en/articles/4036221-understand-customer-types
Learn how members, guests and excluded customers are defined.
Smile identifies different types of customers within your program. Customers are identified as either a **Member**, **Guest** or **Excluded.** You can see any customer's type in the **[Customers](https://app.smile.io/customers)** table and on the individual customer's profile in Smile Admin.
## Members
**Members are customers who have joined your loyalty program.**
Typically, a customer becomes a Member by creating an online account on your store.
For **Shopify** merchants, customers can also become Members without creating a traditional online account by using Shopify's new customer accounts. In this case, customers become Members when they access the logged-in version of the Smile panel using their email and the 6-digit PIN sent to them.
Customers also become Members when they place an in-store order using **Shopify POS**. When the order is linked to a customer using an identifier such as an email address, name, or phone number, they're automatically recognized as a Member.
## Guests
On Shopify, **Guests** are customers who have not yet registered for a store account.
On BigCommerce only customers who have created store accounts are sent to Smile - no "Guest" customers are sent. BigCommerce stores will only have **Member** and **Excluded** customers identified in Smile. If you would like a customer to be synced over to Smile, be sure to get them to create an account on your store.
**Tip:** To learn how different types of customers can participate in your program on Shopify or edit these settings, please see our guide on [configuring program participation](/en/articles/4536631-configure-program-participation).
## Excluded
**Excluded** customers have been removed from your loyalty program.
Customers can be [individually excluded](/en/articles/4036235-exclude-a-customer), or [excluded based on their tag or customer group.](/en/articles/4036223-exclude-customers-by-tag) When a customer is **Excluded,** they will not be able to see the Smile panel when logged in, or participate in your points, referral or VIP programs.
# Deactivate points program
Source: https://help.smile.io/en/articles/4036222-deactivate-points-program
Temporarily disable or pause your points program, or reactivate a points program that's currently deactivated.
Deactivating your points program will pause the program for your customers, including points earning and interactions with Smile on your website. You can continue to make changes to your program while it's deactivated.
A program (Points, Referrals, or VIP) must be enabled to appear on your storefront. If a program is deactivated, it will not be visible to customers on your site.
**Important:** The Points, Referral and VIP programs can be deactivated or activated independently of one another. To deactivate another program, read our guides on [deactivating a referral program](/en/articles/11800524-deactivate-referral-program) or [deactivating a VIP program](/en/articles/11801166-deactivate-or-reactivate-vip-program).
## Deactivate or activate your points program
To deactivate or reactivate your points program:
1. In Smile Admin, navigate to **Program** > [**Points**](https://app.smile.io/reward-programs/points).
2. In the **Points status** card, click **Deactivate** or **Activate.**
**Note:** All customizations applied prior to deactivating your points program, or changes made while it is deactivated, are saved to your Smile account. You won't need to re-customize your program after reactivating.
## Program behavior while deactivated
While a points program is deactivated:
* The panel will not be visible on your website. (Note: if referral and/or VIP programs remain active, these sections will remain visible.)
* Points will not be earned and cannot be redeemed.
* Points program emails will not be sent.
* Points expiry will be paused, and no customer points will expire.
* Embedded points content on your website, including points on the product page and redeem-at-checkout, will not be visible.
* Previously generated loyalty coupons will remain active and customers will be able to use them.
**Note:** If a customer's points are set to expire while your program is deactivated, their points will not expire and their individual expiry date will be reset if the program is reactivated. Their new expiry period will start again from the reactivation date.
# Exclude customers by tag
Source: https://help.smile.io/en/articles/4036223-exclude-customers-by-tag
Using Shopify Tags or BigCommerce Customer Groups you can remove a group of customers from participating or interacting with your loyalty program. This can be useful for customers you are rewarding in other ways, such as wholesaler discounts.
**Tip:** To exclude an individual customer from participating your program, please review our guide on [excluding a single customer](/en/articles/4036235-exclude-a-customer).
## Exclude customers by Shopify Tag
To exclude customers from your program using Shopify Tags:
1. In Smile Admin, navigate to **Settings** > [**Platform**](https://app.smile.io/settings/platform).
2. In the **Exclude customers** card, click **Edit**.
3. Enter the Shopify customer tag(s) that you wish to exclude.
4. Click **Add**.
5. Click **Save**.
**Important:** Tags are case-sensitive, the tag needs to be entered exactly as it appears in Shopify. For example, if you enter **"Wholesale"** in Shopify, and **"wholesale"** in Smile, the tags won't match and the customers would not be excluded.
## Exclude customers by BigCommerce Customer Group
To exclude customers from your program using BigCommerce Customer Groups:
1. In Smile Admin, navigate to **Settings** > [**Platform**](https://app.smile.io/settings/platform).
2. In the **Exclude customers** card, click **Edit**.
3. Use the dropdown to select the customer group(s) that you wish to exclude.
4. Click **Save**.
## Understand customer exclusion behavior
For more information about how exclusions affect points, rewards, referrals, and customer visibility, see: [Understand customer exclusions](/en/articles/understand-customer-exclusions)
This article explains what happens when a customer is excluded from your loyalty program, including visibility behavior, referral access, and existing reward discount codes.
# Understand birthday points
Source: https://help.smile.io/en/articles/4036229-understand-birthday-points
Learn how birthday points work, when customers are awarded birthday points, and security measures in place to prevent fraud.
Birthday points are awarded once a year to celebrate a customer's birthday. Customers must enter their birth month and day in the Smile panel to earn birthday points. Smile includes security measures to ensure birthday points cannot be misused.
Smile collects only the birth month and day, which are required to issue points. For privacy reasons, the birth year is not collected.
Birthdays are not synced from your eCommerce platform and must be added directly in Smile.
**Note:** Before customers can enter a birthday, the **Birthday** earning action must be enabled. For setup details, follow the guide on [configuring ways to earn points.](/en/articles/4036267-configure-ways-to-earn-points)
## How customers input their birthday
### For individual customers
Once the Birthday action is enabled, customers can find **Birthday** under **"Ways to earn"** in the Smile panel. From there, they can **enter and save their birthday** directly in the panel.
**Tip**: To learn more about entering a birthday from a customer's perspective you can check out our customer guide: [How do I earn birthday points?](https://faq.smile.io/en/articles/6380692-how-do-i-earn-birthday-points)
### For multiple customers
If you need to add birthdays in bulk, you can import them using a CSV file.
👉 [Import birthdays with a CSV file](/en/articles/11886789-import-birthdays-with-a-csv-file).
## When birthday points are awarded
Birthday points are issued daily at approximately **12 AM ET** on the customer's birthday. This schedule does not change based on your account's timezone.
**Note:** A birthday reward issues **points only**. Customers must redeem those points to receive a discount code. A code is not created automatically.
## Security measures
Smile prevents misuse of birthday points with built-in rules:
* Points are **not issued immediately** when a customer enters their birthday.
* A customer must save their birthday **at least 30 days** before the date to receive points that year. If the date is within 30 days, they will earn points starting next year.
* Birthday points are awarded **only once every 365 days**. If a customer changes their birthday after receiving points within the last 365 days, they will not receive points again until the following year.
### Scenarios
| **Scenario** | **Birthday points awarding behavior** |
| -------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------- |
| On **Jan 1, 2025** customer enters their birthday as **March 1.** | Points are awarded on **March 1, 2025.** |
| On **Feb 22, 2025** customer enters their birthday as **March 1.** | Points are **not** awarded on March 1, 2025 but will be awarded on **March 1, 2026.** |
| On **Jan 1, 2025** customer enters their birthday as **March 1.** On **March 2, 2025** customer updates their birthday to **June 14.** | Points are awarded on **March 1, 2025.** Points are **not** awarded again onJune 14, 2025,but will be awarded on **June 14, 2026.** |
**Tip**: If you would like to review why a particular customer's birthday points were not awarded, you can use our guide on [troubleshooting birthday points](/en/articles/11074454-troubleshoot-birthday-points)*.*
# Import points via CSV file
Source: https://help.smile.io/en/articles/4036233-import-points-via-csv-file
How to add points for multiple customers or reset customer points balances using a CSV upload.
There may be times when you need to add points or reset points balances for many customers at once. For example, you might be launching your loyalty program, moving from another loyalty provider to Smile, or awarding points for historical orders before you started using Smile.
Importing a comma-separated values (CSV) file is the most efficient way to update customers' points balances in bulk.
You can import points for all customers at your store, including guest customers. However, this method requires an email address to identify each customer, so it cannot be used for customers without an email on their profile.
**Note:** If you only need to update a small number of customers, you can adjust points manually by following the instructions to [**Manually adjust a customer's points balance**](/en/articles/4036217-adjust-customer-points-balance).
**Important:** CSV imports are not reversible. Once you have imported your data, the changes made will be permanent.
## Creating a Smile CSV template
To create a CSV file to adjust points balances, you can:
* Download Smile's CSV template:
* You can download the template directly [here](https://s3.amazonaws.com/helpscout.net/docs/assets/55316ed3e4b0eb143c62958e/attachments/5d8a0c4804286364bc8f7aea/sample-points-import.csv).
* In Smile Admin in the [**Customers**](https://app.smile.io/customers) page by clicking **Adjust customers > Adjust points totals.** From here you can download the sample CSV template.
* Create your own file using Microsoft Excel or Google Sheets.
* Export your existing customer list and modify it for import.
* If you want to export your existing customers in Smile you can follow the instructions [here](/en/articles/4036251-filter-and-export-customers).
**Note:** Mac Numbers does not export the CSV files correctly. CSV imports will not work using this spreadsheet platform.
## Populating data in the CSV file
To import points balances into Smile, your CSV file must be formatted correctly.
Your file must include only the following two column headers:
* `email`
* `points`
After preparing your template:
1. Enter each customer's email address in the `email` column.
2. Enter the points balance in the `points` column. Enter points values without commas (for example, enter 52620 instead of 52,620). Adding a comma will cause the wrong number of points to be imported.
3. Save the file as a CSV.
**Note**: Customers must have an email address to be updated via CSV. This import method uses email to identify customers and cannot be used for customers without an email on their profile. If a customer doesn't have an email address, you can adjust their points manually [on their profile in Smile Admin](/en/articles/4036217-adjust-customer-points-balance) or using the [Smile loyalty block in Shopify](/en/articles/13639207-add-the-smile-loyalty-block-to-shopify-customer-pages).
## Using the CSV file to adjust customers' points balance
You can update points balances in two ways:
* **Add points** to existing points balances. This allows you to add additional points to customers.
* **Reset points balances** to a new value. The replaces the customer points balances to what you have set in the CSV file.
Once your CSV file is ready:
1. From **Smile Admin**, go to [**Customers**](https://app.smile.io/customers).
2. Click **Adjust points totals**.
3. Select either **Add points to existing customer balances** or **Reset existing customer balances.**
4. Upload your CSV file.
5. Enter a **Reason for adjustment.** This is an internal note that helps you track the import.
6. Enter a **customer facing note**, or use our default. Customers will see this note in their points history.
7. Click **Import points.**
You can track the import's progress using the progress bar at the top of the page. When the import is complete, you'll see a confirmation in the progress bar and receive an email notification.
**Note:** Adjusting a customer's **points balance** can also affect their **VIP tier** if you have a VIP program that uses **points earned** as the milestone type. If an adjustment increases their total points earned enough for them to enter a new VIP tier, they will receive that tier's entry reward. Negative adjustments that reduce a customer's total points earned and cause them to fall out of a VIP tier will not revoke any rewards they have already earned.
**Important: Customers don't receive email notifications for CSV imports.** The only exception is when:
* **VIP tiers** are enabled,
* VIP emails are turned on, and
* A customer moves to a higher tier as a result of the import.
In this case, the customer will receive any enabled VIP tier change emails.
# Award points on previous purchases
Source: https://help.smile.io/en/articles/4036234-award-points-on-previous-purchases
Manually award points for purchases made before launching with Smile.
Smile doesn't automatically award points for purchases made before you installed the app. If you'd like customers to receive points for those past purchases, you can **manually add points to their Smile accounts** — either individually or in bulk.
**Note:** This process only distributes points to customer accounts. It **does not generate or send discount codes** automatically. Customers will still need to redeem their points for a reward in your loyalty program.
## Option 1: Manually award points to individual customers
If you only need to award points to a few customers:
1. In Smile Admin, navigate to **[Customers](https://app.smile.io/customers)**.
2. Search for the customer you want to adjust.
3. Select the customer.
4. In the **Points** card on their profile, click **Adjust balance.**
5. Enter the number of points to add.
6. Add a **Reason for adjustment** — this is an internal note for your records.
7. Select **Custom description** to add a customer-facing note for the adjustment, or leave **Default description** selected.
8. Click **Adjust points**.
This adds points directly to the customer's Smile account balance — it does **not** issue a discount code.
## Option 2: Import points in bulk
If you want to award points to many customers at once:
1. Create a CSV file with **two columns**:
* `email`
* `points`
2. In Smile Admin, navigate to **[Customers](https://app.smile.io/customers)**.
3. Click **Adjust customers**, then select **Adjust points totals.**
4. Choose **Add points to existing customer balances.**
5. Upload the CSV file.
6. Enter an internal note in **Reason for adjustment**.
7. Click **Import points**.
After the import, each customer's Smile account balance will be updated with the points. These points can later be **redeemed for rewards**, but Smile won't automatically issue any discount codes during this import.
**Tip:** To determine the number of points for each customer, pull a **Total Spent** report from your eCommerce platform. Multiply each customer's total spent by your program's **points per dollar** rate to calculate how many points they should receive.
# Exclude a customer manually
Source: https://help.smile.io/en/articles/4036235-exclude-a-customer
Removing a customer from your program excludes them from participating or interacting with the program. Excluding a customer does not remove or delete their profile from Smile Admin, and you can continue to view their profile or add the customer back to your program at a later date.
**Tip:** To exclude multiple customers in a group, please review our guide on [excluding customers using a tag](/en/articles/4036223-exclude-customers-by-tag).
## Exclude a customer
When a customer is excluded they will not see the Smile launcher or panel while logged into their store account. They will not earn points or be able to spend any points, and their referral link will no longer be active or usable. Customers are not notified when they are removed from a program.
To exclude a customer from your program:
1. In Smile Admin, navigate to [**Customers**](https://app.smile.io/customers).
2. Search for the customer you would like to exclude from the program.
3. Select the customer.
4. Click the **Exclude from program** button under their name.
5. Click **Exclude account**.
## Reinstate a customer
If a customer was previously excluded from your program, you can add them back in.
To reinstate a customer:
1. In Smile Admin, navigate to [**Customers.**](https://app.smile.io/customers)
2. Search for the customer you would like to add back to the program.
3. Select the customer.
4. Click the **Add to program** button under their name.
5. Click **Enable account**.
## Understand customer exclusion behavior
For more information about how exclusions affect points, rewards, referrals, and customer visibility, see: [Understand customer exclusions](https://help.smile.io/en/articles/understand-customer-exclusions)
This article explains what happens when a customer is excluded from your loyalty program, including visibility behavior, referral access, and existing reward discount codes.
# CCPA and Smile
Source: https://help.smile.io/en/articles/4036236-ccpa-and-smile
How Smile adheres to the California Consumer Privacy Act (CCPA)
The California Consumer Privacy Act or CCPA is one of several bills or laws that are or have been implemented in various regions of the world geared towards protecting individuals privacy rights. Smile is aware of and adheres to this type of legislation to ensure the rights of our merchants and their customers is controlled where it comes to personal information.
## What is CCPA?
The California Consumer Privacy Act (CCPA) is a bill designed to give residents of California more control over their personal data and usage of that data, including:
* What personal information is being collected
* Is that information being sold, and if so, to whom?
* Say no to having their personal information sold
* Access their personal information
* Request to have their personal information deleted
* Not be discriminated against for exercising these rights
## How does CCPA affect Smile?
While we do collect personal information on your customers, Smile does not sell your customers' personal data. In compliance with CCPA, we will provide and remove customer data upon request.
## How does CCPA affect you?
All Smile users should consult with their legal professionals to understand their full scope of compliance obligations under the CCPA. As a general rule, if you have customers who are residents of California in the United States of America, you need to be CCPA compliant.
## What do you need to know when using Smile?
Smile is a **Data Processor** which means that we process the data that you collect on your store, including Personal Data and Non-Personal Data. When creating or editing your privacy policy, you will need to disclose that your customer's data is being shared with Smile for the purpose of the rewards program, including what data is being collected. You can find what data we collect in our [Smile & Privacy article](/en/articles/4036238-privacy-and-data-collection).
*The fine print: This CCPA Guide is for informational purposes only. It is not legal advice. Please reach out to your legal counsel to receive tailored guidance on how the CCPA may impact your business.*
# GDPR and Smile
Source: https://help.smile.io/en/articles/4036237-gdpr-and-smile
How Smile adheres to the General Data Protection Regulation (GDPR)
The General Data Protection Regulation or GDPR is one of several bills or laws that are or have been implemented in various regions of the world geared towards protecting individuals privacy rights. Smile is aware of and adheres to this type of legislation to ensure the rights of our merchants and their customers is controlled where it comes to personal information.
## What is GDPR?
The General Data Protection Regulation, or GDPR, is an European Union regulation that came into effect on May 25th, 2018. This regulation changed how companies collect, use, and process the personal data of European residents. To review the entire regulation, click [here](https://gdpr-info.eu/).
Smile worked hard to ensure we comply with the GDPR and continue to do so as we add new features to our platform. We have put together some detailed information about how the GDPR affects the Smile platform, and what we did to prepare prior to May 25, 2018.
## How does GDPR affect Smile?
The General Data Protection Regulation (GDPR) is a broad regulation that reshapes the landscape of data usage for companies that operate globally. We have extensively evaluated how GDPR affects our business. The good news is that the law did not require us to change the services we provide - it just changes how we provide those services.
**The GDPR affects Smile in the following ways:**
* It requires us to re-organize our privacy team, and to adequately document and keep records of certain privacy-related decisions made by us so that we are accountable for our privacy practices.
* To make sure that we and our merchants are able to honor the rights of European merchants and customers over their personal data.
* It requires us to make certain contractual commitments to our merchants, and requires us to get certain contractual commitments when we use a third-party subprocessor to provide our services.
## What has Smile already done to prepare for GDPR?
Smile has been hard at work preparing for the GDPR in the following ways:
* We appointed a Data Protection Officer to oversee our GDPR implementation plan.
* We implemented a Data Protection Impact Assessment process, as required by the GDPR.
* We started to deliver GDPR-focused training to key teams and personnel, so that they are aware of the law's requirements and can design our products and business plans with privacy in mind.
* We implemented a detailed procedure to deal with data subject access requests, deletion requests, and government access requests.
* We revised our Privacy Policies to include the disclosures required by the GDPR.
* We have created on a more robust Cookie Policy to make sure that merchants have the information they need to get effective consent for us to place the cookies necessary to provide our platform.
* We have created a Data Processing Addendum.
## How does GDPR affect you?
All Smile users should consult with their legal professionals to understand their full scope of compliance obligations under the GDPR. As a general rule, if you are a store based out of the European Union, or have customers who live in the European Union, you need to be GDPR compliant.
There are a few GDPR checklists out there that we recommend looking at. While they are not replacements for legal advice, they are a great resource to get you started:
* [Shopify - GDPR and You](https://help.shopify.com/manual/your-account/GDPR/GDPR-merchants)
* [Stripe - A GDPR checklist for your business](https://stripe.com/guides/general-data-protection-regulation#a-gdpr-checklist-for-your-business)
## What do you need to know when using Smile?
Smile is a **Data Processor** which means that we process the data that you collect on your store, including Personal Data and Non-Personal Data. When creating or editing your privacy policy, you will need to disclose that your customer's data is being shared with Smile for the purpose of the rewards program, including what data is being collected. You can find what data we collect in our [Smile & Privacy article](/en/articles/4036238-privacy-and-data-collection).
## How do I remove customer data from Smile?
Under the GDPR, Data Subjects have the "right of erasure". This means they can request that their data be removed at any point. As Smile does not collect data and process your existing customer accounts, the customer data should be removed within your eCommerce platform.
If you are using Shopify or Bigcommerce, when you remove the customer from your eCommerce platform, their data will also be erased from Smile.
If you are using a custom integration, you will send a [customer/deleted event through our API](https://docs.smile.io/docs/event) to have the customer removed. You will also need to ensure that no further data is sent to Smile regarding this customer.
Should a customer reach out to us directly, we will refer them back to you to invoke this right.
*The fine print: This GDPR Guide is for informational purposes only. It is not legal advice. Please reach out to your legal counsel to receive tailored guidance on how the GDPR may impact your business.*
# Privacy and data collection
Source: https://help.smile.io/en/articles/4036238-privacy-and-data-collection
Understand the personal information and transactional customer data Smile collects and stores
## Introduction
Privacy is very important to us at Smile! In this article, we'll be going over what Smile collects, and stores. **First and foremost, we do not sell your customers' information**.
## What does Smile collect and store on my customers?
* Customer First Name
* Customer Last Name
* Customer Email
* Customer External (your eCommerce platform) ID
* Customer Smile ID
* Customer Date of Birth, if provided
* Customer IP Address
* Customer Account Creation Date
* Customer Transactional Data (order data)
## What is pulled from my eCommerce platform?
* Customer First Name
* Customer Last Name
* Customer Email
* Customer External (your eCommerce platform) ID
* Customer IP Address
* Customer Account Creation Date
* Customer Transactional Data (order data)
* Customer "Accepts Marketing" preference
## What is stored only in Smile?
* Customer Smile ID
* Customer Date of Birth, if provided
## What do you send to my eCommerce platform?
Where supported by the platform, Smile pushes the customer's 'accepts marketing' preference back to the platform.
## What do you send to my Smile App integrations?
If you set up an integration with an email marketing platform like Klaviyo and Mailchimp, we will send your customers' emails to the email marketing platform to generate customer records there. We do not send any other personally identifiable information.
## How long are records retained for in your system?
Customer records are retained in Smile until the customer is deleted in your eCommerce platform or you uninstall Smile. When you uninstall Smile, all associated data is automatically deleted within **48 hours**.
## How do I request Smile delete a customer/my data?
If you want to remove customer data, start by deleting or anonymizing the customer in your eCommerce platform. Smile will automatically remove that customer's data during the next sync. If you've uninstalled Smile, all associated data is automatically deleted within **48 hours**, so you don't need to submit a separate request.
## What happens when a customer is deleted in my eCommerce platform?
If a customer is deleted in your eCommerce platform, the customer will be deleted in Smile as well, including all of their personally identifiable information.
## Can I set up an opt-in configuration for the rewards program?
We use your eCommerce accounts as your loyalty program accounts so that your customers only need to remember one login to make purchases on your store and engage in your loyalty program! This is designed for your customers to have the best experience. Because of this, we don't currently have a way to set up an opt-in to the loyalty program. However, you can [exclude the customer](/en/articles/4036235-exclude-a-customer) at any time!
## How can I review Smile's privacy, security, and compliance information?
For an overview of Smile's security and compliance practices, see [**Security and compliance**](/untitled-page).
For detailed security documentation, compliance certifications, privacy information, and a list of subprocessors, visit the [Smile Security Hub](https://app.drata.com/trust/638fe340-5f83-47cb-935a-6f8ec0e1fe44).
# Supported browsers and devices
Source: https://help.smile.io/en/articles/4036239-supported-browsers-and-devices
Find out which browsers and devices work best with Smile
You can use this guide to check which browsers and devices are supported when accessing the **Smile admin** (for managing your program) or the **Smile shopper experience** (for your customers using loyalty on your storefront).
## Browser Support
To ensure security, performance, and a consistent experience for you and your customers, Smile follows modern web standards and aligns with Shopify's browser policy for storefronts. \
\
Smile supports up-to-date versions of major browsers, including:
* Google Chrome (desktop and mobile)
* Mozilla Firefox
* Microsoft Edge
* Apple Safari (macOS and iOS)
* Samsung Internet
Browsers that no longer receive security updates — such as Internet Explorer, legacy Edge, or older Safari versions — may not work correctly with Smile Admin or the Smile shopper experience. Keep your browser up to date for the best experience.
## Device Support
Smile works across modern devices and screen sizes:
* **Desktop and Laptop Computers** using recent versions of Windows, macOS, or Linux
* **Tablets** running the latest versions of iPadOS or Android
* **Smartphones** running the latest versions of iOS or Android
For the best performance, make sure your device's operating system and browser are up to date.
## Summary
Keeping your browser and device up to date ensures a secure, smooth, and reliable Smile experience - whether you're managing your program or earning rewards as a shopper.
# Supported languages in Smile
Source: https://help.smile.io/en/articles/4036240-supported-languages-in-smile
Learn which languages Smile supports, how automatic translation works, and how default language settings are applied.
Smile supports 24 languages for loyalty programs, which are automatically displayed based on the customer's store language on Shopify. On BigCommerce, your program appears in your default program language instead.
This article explains which languages Smile supports, how automatic translation works on Shopify, how to set your default language, what content Smile translates automatically, and what you'll need to translate manually.
**Note:** This article covers **customer-facing languages**. Smile Admin uses separate language settings and supports a different set of languages. For details, see [**Translate Smile Admin**](/en/articles/13431624-translate-smile-admin).
## Supported languages
Smile supports translation for the following languages, which are automatically detected on Shopify and can be set as your **default program language** in Smile Admin.
* Chinese (Simplified)
* Chinese (Traditional)
* Croatian
* Czech
* Danish
* Dutch
* English (US)
* Finnish
* French
* German
* Greek
* Hungarian
* Italian
* Japanese
* Korean
* Norwegian
* Polish
* Portuguese (Brazil)
* Portuguese (Portugal)
* Romanian
* Spanish
* Swedish
* Thai
* Turkish
**Platform-specific behavior**
* **Shopify:** Smile detects the customer's store language and displays your loyalty program in that language automatically.
* **BigCommerce:** Automatic translation isn't supported. Smile displays your program using your **default language setting** instead.
## How automatic translation works (Shopify only)
On **Shopify**, Smile detects the language your customers use to browse your store.
If the detected language matches one of Smile's supported languages, your loyalty program displays in that same language — no setup required.
If the customer's store language isn't supported or can't be detected, Smile uses your **default program language** as a fallback.
## Default language setting
Your **default program language** is used on **BigCommerce** and acts as a **fallback** on **Shopify** when Smile can't display your program in the customer's store language.
You can choose your default language in Smile Admin under
**Settings > Display > [Language](https://app.smile.io/settings/language)**.
Any of Smile's supported languages can be selected as your default.
**Note:** Embedded features such as **points at checkout** and the **Loyalty Hub** default to **English** if the customer's store language isn't supported. Other areas, such as the panel and customer emails, use your **default program language** instead.
## Translated content in your loyalty program
Smile automatically translates most standard program text when a supported language is detected or when your **default program language** is set to one of Smile's supported languages. Custom text that you've added manually will not be translated automatically.
### Automatically translated by Smile
The following content is translated automatically:
* The Smile panel
* The Loyalty Hub
* Points and VIP labels
* Referral links and instructions
* Standard program emails
* Common button text and notifications
* Points at checkout
* Points earned on the order status and thank-you pages
* Points balance on the customer account orders page
### Custom text and translations
Any text you manually enter and customize in Smile isn't translated automatically.
To avoid showing mixed languages to customers, Smile uses your customized text **only for your store's default language**, which you set in **Settings > Display > [Language](https://app.smile.io/settings/language)**.
When a customer views your store in a different language, Smile doesn't show your customized text. Instead, it shows Smile's default text, which is automatically translated into the customer's language.
**Example:**
* Your store's default language is Spanish.
* You add custom Spanish text to the panel.
* Customers browsing in Spanish see your customized text.
* Customers browsing in English see Smile's default (translated) text.
**Help us improve translations:** If you notice a translation that could be improved, we'd love to hear about it. You can share feedback anytime by filling out [this form](https://smile-io.typeform.com/translations).
# Troubleshoot earning points
Source: https://help.smile.io/en/articles/4036248-troubleshoot-earning-points
Understand common reasons why a customer may not have earned points.
Sometimes customers may reach out because they didn't earn points. This guide will help you troubleshoot why points weren't awarded.
## Common reasons customers don't earn points
### Program participation
If a customer didn't earn points on an order, you can check your **Program Participants** setting to confirm which customer types are eligible to earn points. Check **Settings > [Program Participants](https://app.smile.io/settings/customer-accounts)** to review:
* If **Only customers who have a store account** is selected, only members with a store account can earn points for orders. Guest customers cannot earn points until they join your loyalty program by creating a store account.
* If **All customers** is selected, all customers—including guests without accounts—can earn points on orders, refer friends, and enjoy VIP perks.
Program participation settings are available on **Shopify** only.
### Order status
Customers only earn points when their order status matches the settings you have configured. To review your order statuses, check:
* **Settings > Platform > [Order Settings](https://app.smile.io/settings/platform)** to confirm which order statuses you have selected. Compare the customer's order status with these settings.
* In most cases for **Shopify** you'll want to mark the order status to **Paid** and for **BigCommerce** you'll want to set order status to **Shipped** or **Completed**.
### Sign-up points
**Sign-up points now work for both Shopify's legacy and new customer accounts.**
Sign-up points welcome new customers to your store. If a customer didn't earn sign-up points, check:
* You have a **Sign up** earning rule enabled in your [**Earning actions**](https://app.smile.io/reward-programs/points/actions).
* Whether the customer is brand-new or had an existing account.
Smile awards sign-up points differently depending on the type of Shopify customer account your store uses.
#### Legacy (password-based) Shopify customer accounts
* Sign-up points are awarded **only when a customer creates a new account**.
* Customers who already had accounts **before your loyalty program launch** will **not** receive sign-up points.
* Sign-up points are **not awarded retroactively** if the rule is enabled later.
#### New Shopify customer accounts
* Sign-up points are awarded **the first time a customer signs in with their login code**.
* **If you enable the sign-up rule later,** customers will automatically receive their sign-up points the next time they sign in with their login code.
* This means existing customers in Shopify's new customer account system will earn sign-up points retroactively the next time they sign in after the rule is active.
### POS purchases
If a customer didn't earn points for a POS purchase, check:
* **Settings > Platform > [Order Settings](https://app.smile.io/settings/platform)** to confirm your program allows points for both online and POS orders. If you want to award points for POS orders, make sure this option is enabled.
* Confirm the order has an identifier attached. **An email, name, or phone number** must be linked to a POS order for the customer to earn points.
### Items added to an existing order
If items are added to an already-completed order, Smile does not review or recalculate the points awarded for that order. The customer will not automatically earn points for the additional items.
If you'd like the customer to receive points for the added items, you'll need to [manually adjust their points balance](/en/articles/4036217-adjust-customer-points-balance).
### Customer still didn't earn points
If the above reasons don't solve the issue:
* Review your [**earning and spending rules**](https://app.smile.io/reward-programs/points) to make sure they are enabled. Disabled rules prevent customers from earning points.
* Check if there are any [**earning conditions**](/en/articles/4036269-configure-points-earning-limits) set up that may unintentionally block customers. This feature is only available on our **paid plans**.
**Note:** If the steps above don't solve the issue, our team is here to help. Just message us in the in-app chat or email [help@smile.io](mailto:help@smile.io).
# Understand fixed and incremental rewards
Source: https://help.smile.io/en/articles/4036249-understand-fixed-and-incremental-rewards
Learn about discount reward options and how customers spend points on fixed and incremental rewards.
Discount rewards let customers redeem points for a discount coupon at your store. When configuring discounts, you can choose between a reward with a **Fixed amount of points** or one that uses **Increments of points.** Understanding the difference between these options will help you set up a program that works best for your store and customers.
**Tip:** If you're looking to create a new way for customers to redeem points, check out our article on [configuring ways to redeem points](/en/articles/4036271-configure-ways-to-redeem-points).
## Fixed amount of points
A reward with a **Fixed amount of points** has a set discount and points cost. Fixed rewards can be set up for both online and POS rewards.
For example: A **\$5 off** reward that costs **500 points**.
With this option, customers can't change the number of points used or the discount value—they redeem the exact amount set.
**Note:** The discount value for a fixed reward can include up to two decimal places (e.g. \$4.50 off for 450 points).
## Increments of Points
A reward using **Increments of points** allows customers to choose how many points they redeem based on a sliding scale you configure. Incremental rewards can only be used as online rewards and aren't currently an option for POS rewards.
For example, you might offer **\$1 off for every 100 points spent**.
In this case:
* A customer with 512 points could choose to redeem **500 points** for a **\$5** discount.
* Or, they could choose to redeem **300 points** for a **\$3** discount.
This option gives customers the flexibility to choose the reward value they want.
**Recommendation:** When creating an incremental reward, set both a **minimum number of points** required to redeem it and a **maximum number of points** customers can spend. This helps you maintain full control over reward customization and protect your margins.
**Note**: When setting up an incremental reward, both the reward value per increment (e.g. \$1) and the points step (e.g. 100 points) must be whole numbers — decimal values aren't supported. Incremental rewards are also rounded to the nearest 100 points at the time of redemption.
# Filter and export customers
Source: https://help.smile.io/en/articles/4036251-filter-and-export-customers
Download your customer data, and use filters to create segments of your customer base.
Exporting customer data from Smile can be done by navigating to the [**Customers**](https://app.smile.io/customers) section of Smile Admin. By default, Smile exports all customers in the system, but you can also filter and sort your customer data within Smile to export a specific segment.
## Export a customer list as a data file
To export a customer list as a data file:
1. In Smile Admin, navigate to [**Customers**](https://app.smile.io/customers).
2. Click the **Filter and export** button.
3. Scroll to the right of the **Customers** table, hover your mouse to the right and click the three dots.
4. Click **Download results**.
5. Select the file type you'd like to export (**.csv**, **.xlsx**, or **.json**).
6. Click **Download**.
## Create customer segments by filtering
To filter your customer data to create segments:
1. In Smile Admin, navigate to [**Customers**](https://app.smile.io/customers).
2. Click the **Filter and export** button.
3. Use the drop-down filters at the top of the **Customers** table to segment your data.
4. Click **Add filter**.
5. Export your data as [a data file](#export-a-customer-list-as-a-data-file).
**Tip:** You can also export customer activity data from your [points](https://app.smile.io/reward-programs/points/activity), [referral](https://app.smile.io/reward-programs/referrals/activity), and [VIP](https://app.smile.io/reward-programs/vip/activity) programs using the **Export** button on each program's **Activity** page.
# Import loyalty points from another loyalty program
Source: https://help.smile.io/en/articles/4036254-import-loyalty-points-to-smile-from-another-program
Import customer loyalty points when switching to Smile.
Importing customer loyalty points into Smile helps your customers keep the points they've already earned. This guide walks you through exporting your customer data and importing existing loyalty points into Smile.
## Step 1: Export a CSV file from your current provider
Export your customer data from your existing loyalty provider as a CSV file.
To import points into Smile, your CSV file must include:
* `email`
* `points`
**Note:** Importing customer points using a CSV file requires an email address for each customer. See our [CSV import guide](/en/articles/4036233-import-points-via-csv-file) for more information.
## Step 2: Import customer points into Smile
Smile automatically syncs customers from your eCommerce platform after installation. Your customers don't need to create a separate Smile account—their store account and Smile account are the same.
After your customers have synced into Smile, upload your CSV file by following our [CSV import guide](/en/articles/4036233-import-points-via-csv-file). Importing points after the customer sync ensures the points are added to the correct customer accounts.
## Step 3: Launch your loyalty program
Once your customer sync and points import are complete, you're ready to launch your loyalty program.
To help you get started, see our [quick launch guide](/en/articles/4036174-launch-checklist) for recommended next steps and best practices.
# Understand reward issuing
Source: https://help.smile.io/en/articles/4036256-understand-reward-issuing
Learn how rewards are generated and issued to customers, and about the meaning of each reward status.
When a customer redeems their points for a reward, or when a customer is issued a reward for referring a friend or entering a VIP tier, a reward is generated. The reward status provides information about whether the reward was successfully generated and whether the reward has been used on an order by the customer. You can use reward status information to help diagnose issues like why a customer didn't receive their reward, or to verify what rewards a customer has available to use.
## How rewards are issued
When Smile issues a reward to a customer (like a coupon code or gift card), Smile has to first generate the reward in the external platform (e.g. Shopify or BigCommerce). The reward generation can happen either immediately (synchronously) or in the background (asynchronously).
If a reward is generated ***synchronously*** (e.g. when redeeming points), it will either be:
* Successful, and then saved to the customer's profile, or,
* Unsuccessful, and an error message will be displayed to the customer + the reward will not be saved to the customer's profile.
If a reward is generated ***asynchronously*** (e.g. referral or VIP tier entry rewards), the reward will always be saved to the customer's profile, and Smile will use the reward status to convey information about whether the reward generation was successful or not.
After a reward has been successfully generated, the reward status can also convey information about whether it has been used or canceled.
## Identify the status of a reward
The reward status is visible from the profile page of the customer who was issued the reward.
1. In Smile Admin, find the relevant customer.
2. In the **Activity** section, click on the **Rewards** tab.
3. Use the **arrow buttons** to scroll and find the reward you're interested in.
The status of a reward is shown in the **Status** column of the table.
## Reward statuses
| **Status** | **What it means** | **Visible to customer** |
| ---------- | --------------------------------------------------------------------------------------------------------------------------------- | ----------------------- |
| Pending | Smile is working on generating the reward and it is not yet available for the customer to use. | No |
| Failed | Smile was unable to generate the reward and the reward will never be available for the customer to use. | No |
| Issued | A reward code has been generated for the customer and is available to use. The reward has not yet been used on a completed order. | Yes |
| Canceled | The reward was manually canceled from within Smile and is no longer available for the customer to use. | No |
| Used | The reward was used on a completed order. | Yes |
**Important:** Applying a reward code during checkout does not mark the reward as **Used**. If the customer removes the code, abandons checkout, or uses a different discount instead, the reward remains **Issued** unless the order is completed with the reward applied.
**Note:** Smile does not track the usage of gift cards and these will never be marked as **Used**.
## FAQ
**Does applying a reward code at checkout mark it as Used?**
No. A reward is only marked as Used after an order is successfully completed with the reward applied. If a customer applies the code at checkout but removes it or abandons checkout, the reward remains in Issued status and can still be used later.
# Understand customer emails
Source: https://help.smile.io/en/articles/4036257-customer-email-overview
Learn which customer emails Smile sends and when they're triggered.
Smile automatically sends customer emails for key loyalty program events. This article explains when each email is sent and the variables you can use to customize it.
Manage customer emails from **Settings** > [**Customer Emails**](https://app.smile.io/settings/customer-notifications), where you can enable, disable, and customize the content of each email.
For a complete list of variables you can use in the **Subject**, **Title**, and **Description** fields, see [**Use variables in customer emails**](/en/articles/4036262-use-variables-to-insert-relevant-information-into-customer-emails).
## **Available customer emails**
Smile can automatically send the following customer emails:
* Points earned
* Reward redeemed
* Birthday reward
* Points expiry
* Reward expiry
* Referral shared through Smile
* Friend received referral
* Referral completed
* VIP tier achieved
The sections below explain when each email is sent and which variables you can use to customize it.
## **Points earned**
**Sent when:**
A customer earns points by completing an eligible earning action, such as making a purchase.
**Note:** Smile does not send **Points earned** emails when customers:
* earn points through any social media earning rule
* earn points from the **Sign up** earning rule
This helps reduce the number of emails customers receive when creating an account.
If you'd like customers to know they've earned sign up points, consider updating your eCommerce platform's account confirmation email to include this information.
**Variables required:**
* `{{reward_fulfillment.source_description}}` - (reward action completed)
* `{{reward_fulfillment.name}}` - (reward name)
## **Reward redeemed**
**Sent when:**
A customer redeems a reward using points.
**Variables required:**
* `{{reward_fulfillment.name}}` - (reward name)
* `{{ points_purchase.points_spent_formatted }}` - (redemption amount with currency name)
## **Birthday reward**
**Sent when:**
A customer's birthday reward is issued after they've provided their birthday and birthday rewards are enabled.
**Variables required:**
* `{{reward_fulfillment.name}}` - (reward name)
## Points expiry
**Plan availability:** Points expiry is available on **Growth, Plus and Enterprise** plans.
**Sent when:**
This email is sent before a customer's points expire. You can choose timing for these notifications in Smile Admin in **Program** > [**Points**](https://app.smile.io/reward-programs/points).
For more information, see the [Understand points expiry.](/en/articles/5348802-understand-points-expiry)
## Reward expiry
**Feature availability**: Reward expiry is available on **Growth, Plus,** and **Enterprise** plans.
**Sent when:**
This email is sent 3 days before a customer's rewards expire.
## **Referral shared through Smile**
**Sent when:**
A member shares their referral link using Smile's email sharing option. The email is sent to their friend.
**Variables required:**
* `{{friend_reward.name}}` - (friend reward)
## **Friend received referral**
**Sent when:**
A friend claims a referral reward.
**Variables required:**
* `{{reward_fulfillment.name}}` - (reward name)
## **Referral completed**
**Sent when:**
A referred friend completes a qualifying purchase and the referring member earns their referral reward.
**Variables required:**
* `{{reward_fulfillment.name}}` - (reward name)
## VIP tier achieved
**Feature availability:** VIP programs and VIP email notifications are available on **Growth, Plus and Enterprise plans.**
**Sent when:**
A member enters a higher VIP tier.
**Variables required:**
* `{{customer.vip_tier.name}}` - (customer VIP tier name)
**Note:** Smile-specific text is included in the footer of these emails to comply with Canadian and U.S. anti-spam laws. This footer can't currently be removed.
## View customer email activity
Smile Admin doesn't display send or delivery information for individual customer emails.
To view the total number of emails sent for a notification, open that email under **Settings** > [**Customer Emails**](https://app.smile.io/settings/customer-notifications). The all-time send count is displayed in the Details card on that email's settings page.
If you have questions about customer emails, contact Smile Support at [**help@smile.io**](mailto:help@smile.io)
# Add images to customer emails
Source: https://help.smile.io/en/articles/4036258-add-images-to-customer-emails
Add your logo and banner images to customize the appearance of Smile customer emails.
You can customize your customer emails by adding your store logo and banner images. Your logo is applied to every customer email, while banner images are configured individually for each email template.
## Add your logo
To add a logo that's used across all customer emails:
1. In **Smile Admin**, go to **Settings** > **Branding** > [**Email**.](https://app.smile.io/settings/branding/email)
2. Drag and drop your logo into the upload area, or upload it from your computer.
3. Click **Save**.
Once saved:
* Your logo is automatically added to all customer email templates.
* Clicking the logo in an email takes customers to your store URL.
**Recommended image size:** Minimum 400 × 144 px
**Supported file types:** PNG or JPEG
**Tip:** Check out what your changes will look like on mobile and desktop in the Preview area before you save them. This area will update automatically as you apply changes to your email.
## Add a banner image
Banner images are configured separately for each customer email template.
To add a banner image:
1. In **Smile Admin**, go to **Settings** > [**Customer Emails**](https://app.smile.io/settings/customer-notifications).
2. Select the email you want to customize.
3. Upload your banner image.
4. Click **Save**.
Any future emails sent using that template will include the new banner image.
**Recommended image size:** Minimum 1200 × 480 px
Images are automatically scaled or cropped to fit these dimensions.
**Supported file types:** PNG or JPEG
**Note:** When a free product reward appears in a customer email, the product image uses a fixed size defined by the email template. It can't be resized or customized in Smile Admin.
# Turn a customer email on or off
Source: https://help.smile.io/en/articles/4036260-enable-or-disable-a-customer-email
Turn a customer email on or off to control which messages are sent from your program.
When you create a new Smile account, all customer emails are turned on by default. However, the **Points earned** **email is turned off by default**. If you want Smile to send points earned emails, you'll need to turn this email on. You can change this setting at any time.
## Turn a customer email off
To turn off a customer email:
1. In Smile Admin, navigate to **Settings** > [**Customer Emails**](https://app.smile.io/settings/customer-notifications).
2. Find the email you want to disable and click **Edit**.
3. Click **Turn off**.
4. Confirm by clicking **Turn off**.
### Turn a customer email on
To turn on a customer email:
1. In Smile Admin, navigate to **Settings** > [**Customer Emails**](https://app.smile.io/settings/customer-notifications).
2. Find the email you want to enable and click **Edit**.
3. Click **Turn on**.
# Configure Nudges
Source: https://help.smile.io/en/articles/4036261-configure-nudges
How to choose and set up different on-site customer reminders, or Nudges.
Nudges are powerful on-site reminders that encourage customers to engage with your loyalty program at the moments they’re most likely to. Adding Nudges to your site is an easy way to grow your community and increase reward redemption.
**Feature availability**: Nudges are available on **Essential**, **Standard**, **Growth, Plus, and Enterprise** plans.
## Types of Nudges available
### Increase account creation
**What it is:** The account creation Nudge helps turn site visitors into new program members by keeping your loyalty program top of mind for first-time shoppers.
**When it's shown:** The first time a new shopper visits your site, on the first page they view.
**Why it's important:** Your community grows stronger as more customers join your loyalty program. Making it easier for new visitors to discover your program can help increase membership and strengthen customer engagement.
**Note:** The account creation Nudge only appears once for each new visitor. However, it may appear again if the customer changes browsers or devices, or uses incognito or private browsing.
### Increase points spending
**What it is:** The points spending Nudge reminds program members that they have earned points they can redeem toward their purchase.
**When it's shown:** When a logged-in program member visits the cart page and has enough points to redeem a reward.
**Why it's important:** Reminding customers to use their points during checkout helps increase engagement with your loyalty program. Customers who redeem rewards are more likely to return and make another purchase.
**Tip:** If you've [branded your points currency](https://app.smile.io/reward-programs/points), the points spending Nudge will automatically display that name to create a more consistent program experience.
### Increase reward usage
**What it is:** The reward usage Nudge reminds program members that they recently earned a reward they can apply to their purchase.
**When it's shown:** When a logged-in program member visits the cart page and has an available reward they can use toward their purchase.
**Why it's important:** Making rewards more visible during checkout helps customers get more value from your program. When customers clearly see the benefits of participating in your program, they’re more likely to make another purchase.
## Customize a Nudge
Nudges automatically inherit your Smile UI colors, theme, icons, shapes, and placement settings from **Display** to create a consistent experience for your program members. You can also customize the image and text shown in each Nudge.
To customize a Nudge:
1. In Smile Admin, navigate to **Nudges**.
2. Select the Nudge you want to customize.
You can customize the following parts of a Nudge:
* **Icon** — Select a default icon or upload your own. Custom images must be square, at least 80 × 80 px, and PNG or JPEG format.
* **Title**
* **Description**
* **Button** text
**Tip**: Use the preview panel on the right to see your changes in real time.
## Enable or disable a Nudge
Before a Nudge appears on your site, it must be enabled.
#### To enable a Nudge
1. In Smile Admin, navigate to **Nudges**.
2. Select the Nudge you’d like to enable.
3. Click **Enable** in the top-right corner.
#### To disable a Nudge
1. In Smile Admin, navigate to **Nudges**.
2. Select the Nudge you’d like to disable.
3. Click **Disable** in the top-right corner.
## Nudge limitations and behavior
* You must have a cart page to use the points spending or reward usage Nudge. If your store uses a cart slider, these Nudges will not appear.
* If both the reward usage and points spending Nudges are enabled, and a customer meets the criteria for both, only the reward usage Nudge will appear.
* If a customer already has a discount code applied at checkout, the reward usage Nudge will not appear. This prevents customers from seeing a prompt for a reward they are already using.
* Gift card, store credit, and variable rewards will not appear in a Nudge.
# Use variables in customer emails
Source: https://help.smile.io/en/articles/4036262-use-variables-to-insert-relevant-information-into-customer-emails
Customize customer emails with dynamic variables that display customer and loyalty program information.
Variables let you personalize customer emails with information such as a customer's name, points balance, reward code, or referral link. When a customer email is sent, each variable is automatically replaced with the customer's information.
You can use variables in the **Subject**, **Title**, and **Description** fields of your customer email templates.
**Note:** Variables appear as placeholder text in the email editor and in test emails. When a live customer email is sent, each placeholder is replaced with the customer's actual information.
## Insert a variable
To insert a variable:
1. In **Smile Admin**, navigate to **Settings** > [**Customer Emails**](https://app.smile.io/settings/customer-notifications).
2. Open the customer email you want to edit.
3. Enter the variable using double curly braces (`{{ }}`). Example: `{{customer.first_name}}`
**Tip:** Copy and paste variables from the tables below to avoid typing errors. If the placeholder text appears in the preview, you've added the variable correctly.
## **Points earned**
This email is sent when customers earn points through most earning activities. Sign up and social follow activities don't send customer emails.
| Variable | Example | Placeholder text |
| :-------------------------------------------- | :----------------------------------------- | :-------------------------------- |
| `{{customer.email}}` | `john@example.com` | Customer email |
| `{{customer.first_name}}` | John | Customer first name |
| `{{customer.next_vip_tier.id}}` | 2 | Next VIP tier level |
| `{{customer.next_vip_tier.name}}` | Gold | Next VIP tier name |
| `{{customer.points_balance}}` | 1000 | Points balance |
| `{{customer.points_balance_formatted}}` | 1000 Points | Points balance with currency name |
| `{{customer.referral_url}}` | `https://i.refs.cc/12345` | Referral link |
| `{{customer.vip_milestone_description}}` | Earn 500 more Points to reach Gold! | Amount until next tier |
| `{{customer.vip_tier.id}}` | 1 | VIP tier level |
| `{{customer.vip_tier.name}}` | Silver | VIP tier name |
| `{{reward_fulfillment.action_text}}` | View product | Reward CTA |
| `{{reward_fulfillment.action_url}}` | `https://example.com/product` | Reward URL |
| `{{reward_fulfillment.code}}` | XXXX-YYYY-ZZZZ | Reward code |
| `{{reward_fulfillment.name}}` | 500 Points | Reward name |
| `{{reward_fulfillment.source_description}}` | Placed an order | Action completed |
| `{{reward_fulfillment.usage_instructions}}` | Use this discount code on your next order! | Reward instructions |
| `{{reward_fulfillment.terms_and_conditions}}` | Some conditions apply. | Reward terms and conditions |
## **Reward redeemed**
This email is sent when a customer redeems points for a reward.
| Variable | Example | Placeholder text |
| :-------------------------------------------- | :------------------------------------------------ | :----------------------------------- |
| `{{customer.email}}` | `john@example.com` | Customer email |
| `{{customer.first_name}}` | John | Customer first name |
| `{{customer.next_vip_tier.id}}` | 2 | Next VIP tier level |
| `{{customer.next_vip_tier.name}}` | Gold | Next VIP tier name |
| `{{customer.points_balance}}` | 1000 | Points balance |
| `{{customer.points_balance_formatted}}` | 1000 Points | Points balance with currency name |
| `{{customer.referral_url}}` | `https://i.refs.cc/12345` | Referral link |
| `{{customer.vip_milestone_description}}` | Earn 500 more Points to reach Gold! | Amount until next tier |
| `{{customer.vip_tier.id}}` | 1 | VIP tier level |
| `{{customer.vip_tier.name}}` | Silver | VIP tier name |
| `{{reward_fulfillment.action_text}}` | View product | Reward CTA |
| `{{reward_fulfillment.action_url}}` | `https://example.com/product` | Reward URL |
| `{{reward_fulfillment.code}}` | XXXX-YYYY-ZZZZ | Reward code |
| `{{reward_fulfillment.name}}` | \$5 off discount | Reward name |
| `{{reward_fulfillment.source_description}}` | Spent 500 points | Action completed |
| `{{reward_fulfillment.usage_instructions}}` | Use on your next subscription order and save! | Reward instructions |
| `{{reward_fulfillment.terms_and_conditions}}` | Reward can only be used on subscription products. | Reward terms and conditions |
| `{{points_purchase.points_spent_formatted}}` | 500 Points | Redemption amount with currency name |
## **Birthday reward**
This email is sent when birthday points are issued to a customer.
| Variable | Example | Placeholder text |
| :-------------------------------------------- | :----------------------------------------- | :-------------------------------- |
| `{{customer.email}}` | `john@example.com` | Customer email |
| `{{customer.first_name}}` | John | Customer first name |
| `{{customer.next_vip_tier.id}}` | 2 | Next VIP tier level |
| `{{customer.next_vip_tier.name}}` | Gold | Next VIP tier name |
| `{{customer.points_balance}}` | 1000 | Points balance |
| `{{customer.points_balance_formatted}}` | 1000 Points | Points balance with currency name |
| `{{customer.referral_url}}` | `https://i.refs.cc/12345` | Referral link |
| `{{customer.vip_milestone_description}}` | Earn 500 more Points to reach Gold! | Amount until next tier |
| `{{customer.vip_tier.id}}` | 1 | VIP tier level |
| `{{customer.vip_tier.name}}` | Silver | VIP tier name |
| `{{reward_fulfillment.action_text}}` | View product | Reward CTA |
| `{{reward_fulfillment.action_url}}` | `https://example.com/product` | Reward URL |
| `{{reward_fulfillment.code}}` | XXXX-YYYY-ZZZZ | Reward code |
| `{{reward_fulfillment.name}}` | 500 Points | Reward name |
| `{{reward_fulfillment.source_description}}` | Celebrated a birthday | Action completed |
| `{{reward_fulfillment.usage_instructions}}` | Use this discount code on your next order! | Reward instructions |
| `{{reward_fulfillment.terms_and_conditions}}` | Some conditions apply. | Reward terms and conditions |
## **Points expiry warning and last chance**
These emails are sent before a customer's points expire.
| Variable | Example | Placeholder text |
| :--------------------------------------- | :---------------------------------- | :-------------------------------- |
| `{{customer.email}}` | `john@example.com` | Customer email |
| `{{customer.first_name}}` | John | Customer first name |
| `{{customer.next_vip_tier.id}}` | 2 | Next VIP tier level |
| `{{customer.next_vip_tier.name}}` | Gold | Next VIP tier name |
| `{{customer.points_balance}}` | 1000 | Points balance |
| `{{customer.points_balance_formatted}}` | 1000 Points | Points balance with currency name |
| `{{customer.referral_url}}` | `https://i.refs.cc/12345` | Referral link |
| `{{customer.vip_milestone_description}}` | Earn 500 more Points to reach Gold! | Amount until next tier |
| `{{customer.vip_tier.id}}` | 1 | VIP tier level |
| `{{customer.vip_tier.name}}` | Silver | VIP tier name |
| `{{points_expiry_date_formatted}}` | June 15, 2026 | Points expiry date |
## **Reward expiry**
This email is sent before a reward expires.
| Variable | Example | Placeholder text |
| :-------------------------------------------- | :------------------------------------------------ | :-------------------------------- |
| `{{customer.email}}` | `john@example.com` | Customer email |
| `{{customer.first_name}}` | John | Customer first name |
| `{{customer.next_vip_tier.id}}` | 2 | Next VIP tier level |
| `{{customer.next_vip_tier.name}}` | Gold | Next VIP tier name |
| `{{customer.points_balance}}` | 1000 | Points balance |
| `{{customer.points_balance_formatted}}` | 1000 Points | Points balance with currency name |
| `{{customer.referral_url}}` | `https://i.refs.cc/12345` | Referral link |
| `{{customer.vip_milestone_description}}` | Earn 500 more Points to reach Gold! | Amount until next tier |
| `{{customer.vip_tier.id}}` | 1 | VIP tier level |
| `{{customer.vip_tier.name}}` | Silver | VIP tier name |
| `{{reward_fulfillment.action_text}}` | View product | Reward CTA |
| `{{reward_fulfillment.action_url}}` | `https://example.com/product` | Reward URL |
| `{{reward_fulfillment.code}}` | XXXX-YYYY-ZZZZ | Reward code |
| `{{reward_fulfillment.name}}` | \$5 off discount | Reward name |
| `{{reward_fulfillment.source_description}}` | Spent 500 points | Action completed |
| `{{reward_fulfillment.usage_instructions}}` | Use on your next subscription order and save! | Reward instructions |
| `{{reward_fulfillment.terms_and_conditions}}` | Reward can only be used on subscription products. | Reward terms and conditions |
| `{{reward_fulfillment.expires_at_formatted}}` | June 15, 2026 | Reward expiry date |
## **Referral shared through Smile**
This email is sent when a customer shares their referral link with a friend, through the email share option.
| Variable | Example | Placeholder text |
| :------------------------------------------------ | :---------------------------------- | :----------------------------------------- |
| `{{advocate_customer.email}}` | `john@example.com` | Advocate email |
| `{{advocate_customer.first_name}}` | John | Advocate first name |
| `{{advocate_customer.next_vip_tier.id}}` | 2 | Advocate next VIP tier level |
| `{{advocate_customer.next_vip_tier.name}}` | Gold | Advocate next VIP tier name |
| `{{advocate_customer.points_balance}}` | 1000 | Advocate points balance |
| `{{advocate_customer.points_balance_formatted}}` | 1000 Points | Advocate points balance with currency name |
| `{{advocate_customer.referral_url}}` | `https://i.refs.cc/12345` | Advocate referral link |
| `{{advocate_customer.vip_milestone_description}}` | Earn 500 more Points to reach Gold! | Advocate amount until next tier |
| `{{advocate_customer.vip_tier.id}}` | 1 | Advocate VIP tier level |
| `{{advocate_customer.vip_tier.name}}` | Silver | Advocate VIP tier name |
| `{{friend_reward.name}}` | \$5 off discount | Friend reward |
| `{{message}}` | Check out this awesome store! | Message |
## **Friend received referral**
This email is sent to a referred friend (after they input their email address on your website) when they receive a referral reward from one of your customers.
| Variable | Example | Placeholder text |
| :------------------------------------------------ | :------------------------------------------------ | :----------------------------------------- |
| `{{advocate_customer.email}}` | `john@example.com` | Advocate email |
| `{{advocate_customer.first_name}}` | John | Advocate first name |
| `{{advocate_customer.next_vip_tier.id}}` | 2 | Advocate next VIP tier level |
| `{{advocate_customer.next_vip_tier.name}}` | Gold | Advocate next VIP tier name |
| `{{advocate_customer.points_balance}}` | 1000 | Advocate points balance |
| `{{advocate_customer.points_balance_formatted}}` | 1000 Points | Advocate points balance with currency name |
| `{{advocate_customer.referral_url}}` | `https://i.refs.cc/12345` | Advocate referral link |
| `{{advocate_customer.vip_milestone_description}}` | Earn 500 more Points to reach Gold! | Advocate amount until next tier |
| `{{advocate_customer.vip_tier.id}}` | 1 | Advocate VIP tier level |
| `{{advocate_customer.vip_tier.name}}` | Silver | Advocate VIP tier name |
| `{{reward_fulfillment.action_text}}` | View product | Reward CTA |
| `{{reward_fulfillment.action_url}}` | `https://example.com/product` | Reward URL |
| `{{reward_fulfillment.code}}` | XXXX-YYYY-ZZZZ | Reward code |
| `{{reward_fulfillment.name}}` | \$5 off discount | Reward name |
| `{{reward_fulfillment.source_description}}` | Spent 500 points | Action completed |
| `{{reward_fulfillment.usage_instructions}}` | Use on your next subscription order and save! | Reward instructions |
| `{{reward_fulfillment.terms_and_conditions}}` | Reward can only be used on subscription products. | Reward terms and conditions |
## **Referral completed**
This email is sent to the advocate after a referred friend completes a qualifying purchase.
| Variable | Example | Placeholder text |
| :---------------------------------------------- | :------------------------------------------------ | :--------------------------------------- |
| `{{customer.email}}` | `john@example.com` | Customer email |
| `{{customer.first_name}}` | John | Customer first name |
| `{{customer.next_vip_tier.id}}` | 2 | Next VIP tier level |
| `{{customer.next_vip_tier.name}}` | Gold | Next VIP tier name |
| `{{customer.points_balance}}` | 1000 | Points balance |
| `{{customer.points_balance_formatted}}` | 1000 Points | Points balance with currency name |
| `{{customer.referral_url}}` | `https://i.refs.cc/12345` | Referral link |
| `{{customer.vip_milestone_description}}` | Earn 500 more Points to reach Gold! | Amount until next tier |
| `{{customer.vip_tier.id}}` | 1 | VIP tier level |
| `{{customer.vip_tier.name}}` | Silver | VIP tier name |
| `{{friend_customer.email}}` | `jane@example.com` | Friend email |
| `{{friend_customer.first_name}}` | Jane | Friend first name |
| `{{friend_customer.next_vip_tier.id}}` | 2 | Friend next VIP tier level |
| `{{friend_customer.next_vip_tier.name}}` | Silver | Friend next VIP tier name |
| `{{friend_customer.points_balance}}` | 200 | Friend points balance |
| `{{friend_customer.points_balance_formatted}}` | 200 Points | Friend points balance with currency name |
| `{{friend_customer.referral_url}}` | `https://i.refs.cc/54321` | Friend referral link |
| `{{friend_customer.vip_milestone_description}}` | Earn 200 more Points to reach Silver! | Friend amount until next tier |
| `{{friend_customer.vip_tier.id}}` | 3 | Friend VIP tier level |
| `{{friend_customer.vip_tier.name}}` | Bronze | Friend VIP tier name |
| `{{reward_fulfillment.action_text}}` | View product | Reward CTA |
| `{{reward_fulfillment.action_url}}` | `https://example.com/product` | Reward URL |
| `{{reward_fulfillment.code}}` | XXXX-YYYY-ZZZZ | Reward code |
| `{{reward_fulfillment.name}}` | \$5 off discount | Reward name |
| `{{reward_fulfillment.source_description}}` | Spent 500 points | Action completed |
| `{{reward_fulfillment.usage_instructions}}` | Use on your next subscription order and save! | Reward instructions |
| `{{reward_fulfillment.terms_and_conditions}}` | Reward can only be used on subscription products. | Reward terms and conditions |
## **VIP tier achieved**
This email is sent when a customer enters a new VIP tier.
| Variable | Example | Placeholder text |
| :--------------------------------------- | :---------------------------------- | :-------------------------------- |
| `{{customer.email}}` | `john@example.com` | Customer email |
| `{{customer.first_name}}` | John | Customer first name |
| `{{customer.next_vip_tier.id}}` | 2 | Next VIP tier level |
| `{{customer.next_vip_tier.name}}` | Gold | Next VIP tier name |
| `{{customer.points_balance}}` | 1000 | Points balance |
| `{{customer.points_balance_formatted}}` | 1000 Points | Points balance with currency name |
| `{{customer.referral_url}}` | `https://i.refs.cc/12345` | Referral link |
| `{{customer.vip_milestone_description}}` | Earn 500 more Points to reach Gold! | Amount until next tier |
| `{{customer.vip_tier.id}}` | 1 | VIP tier level |
| `{{customer.vip_tier.name}}` | Silver | VIP tier name |
**Tip**: For examples of each customer email and when it's sent, see [**Understand customer emails**](/en/articles/4036257-customer-email-overview).
# Customize points currency name
Source: https://help.smile.io/en/articles/4036264-customize-points-currency-name
Create or update a custom name for your loyalty program currency.
Smile defaults to calling your points currency *points,* however you can add a custom currency name to your loyalty program. A custom points currency name allows you to create a unique experience for your customers and match other branded elements of your program.
**Tip:** If you're looking for ideas to jumpstart your creativity, check out our guide on [naming your loyalty points currency.](https://blog.smile.io/how-to-name-your-loyalty-point-currency/)
## Create or edit points currency name
A custom points currency name is visible for customers in the Smile panel and in any emails sent from Smile. You can add a plural and singular version of the name to ensure it sounds correct when talking about multiple points or one point.
To create or edit your program points currency name:
1. In Smile Admin, navigate to **Program** > **[Points](https://app.smile.io/reward-programs/points).**
2. In the **Points branding** section find the **Points currency** card.
3. Click **Edit**.
4. Add a **Plural** and **Singular** version of the name.
5. Click **Save.**
**Note:** It may take up to 15 minutes for a new or updated points currency name to be reflected on your store (either in the Smile panel or within any embedded components).
# Earning rules: Ways customers can earn points
Source: https://help.smile.io/en/articles/4036265-earning-rules-ways-customers-can-earn-points
Learn about the different earning rules you can add to your points program.
Smile's **earning rules** let you decide how customers can earn points in your loyalty program. These rules help you reward the behaviors that matter most to your brand — from making purchases to engaging on social media. By setting up a mix of earning rules, you can encourage repeat purchases, boost engagement, and keep customers excited to interact with your store.
**Feature availability**: The specific earning rules available to you may vary depending on your plan and integrations. You can view the full list of available options directly in your [**Smile Admin**](https://app.smile.io/reward-programs/points).
## Common types of earning rules
Below are the main categories and examples of earning rules you can configure in Smile.
### Purchase actions
Encourage repeat spending by rewarding customers for placing orders.
* **Place an order** — earn points per dollar spent. **You can create multiple Place an order earning actions.**
### Engagement actions
Reward customers for connecting with your brand and celebrating milestones.
* **Create an account (sign up)**
* On Shopify, sign-up points are now available on both **legacy customer accounts** and **new customer accounts**.
* **Celebrate a birthday**
* **Click a link** - lets you reward customers for taking a specific engagement action in your loyalty program, such as subscribing to a newsletter or booking an appointment.
### Social actions
Grow your audience by rewarding customers for interacting on social media.
* **Facebook Like**
* **Facebook Share**
* **Instagram Follow**
* **X (Twitter) Follow**
* **X (Twitter) Share**
* **TikTok Follow**
### Feedback and advocacy
Motivate customers to share their experiences and promote your brand.
* **Product review** — reward customers for leaving a review. To use this earning rule, you must have a supported [**review integration**](/en/integrations/overview) connected and configured.
**Feature availability**: Supported review integrations are available on Essential, Standard, Growth, Plus, and Enterprise plans.
### Shopify Flow actions
Automate bonus point rewards based on custom triggers in your Shopify store.
With Smile, you can use [**Shopify Flow**](/en/articles/4036187-use-shopify-flow-to-award-points-with-smile) to trigger the awarding of points within Smile. This lets you reward customers for specific behaviors or milestones beyond your standard earning rules.
Examples include awarding bonus points for:
* Orders over a certain amount
* Specific high-value products
* Repeat purchases
*✅ Rewarding with Shopify Flow is available on Essential, Standard, Plus, and Enterprise plans and requires the Shopify Flow integration.*
### Custom activities
If you're on the **Plus or Enterprise plan**, your developer can create **custom earning rules** for almost any activity you can track — such as:
* Signing up for a newsletter
* Viewing a specific page
* Watching a video
✅ *Custom activities are available on Plus and Enterprise plans only.*
**Note:** Creating custom actions requires access to your store's code and development knowledge. For setup details, see our article on [custom activity types](/en/articles/4036268-manage-custom-activity-types).
## Why earning rules matter
Earning rules form the foundation of your loyalty program. They help you:
* Reward behaviors that drive growth
* Build engagement beyond purchases
* Encourage advocacy and sharing
* Personalize the customer experience
By aligning your earning rules with your business goals, you can create a loyalty program that feels both rewarding and authentic to your brand.
## Summary
Smile's earning rules are designed to be **flexible**, **customizable**, and **easy to manage**.
Your Smile Admin is always the **most accurate source** for the current list of earning options.
These rules help you reward customers in ways that fit your brand — and keep them coming back to shop, engage, and share.
**Tip:** For more information on setting up your earning rules, check out our guide on [configuring ways to earn points](/en/articles/4036267-configure-ways-to-earn-points).
# Understand social media points earning
Source: https://help.smile.io/en/articles/4036266-understand-social-media-points-earning
Learn how social media points work and when customers are awarded points for social media actions.
Social media points encourage customers to like, follow and share your brand on social media. Customers click links through the Smile panel to engage with your social channels and earn points.
**Tip:** If you are looking to set up or edit social media actions as a way to earn, you can follow the steps in our guide on [configuring ways to earn points.](/en/articles/4036267-configure-ways-to-earn-points)
## How customers earn points for social media actions
Smile automatically awards points to customers when they click to engage with your social channels in the Smile panel.
Smile awards for the initial click as these social channels (Instagram, TikTok, Facebook and X) don't allow third-party programs like Smile to pull information from their websites. This means it isn't possible to follow these actions outside of your Smile program and award after the action is complete.
## Recommendations for awarding for social media actions
Social media points work on the honor system with your customers, and it is recommended that the points you award for these align with your program goals and account for your store's margins.
**Tip:** For **Share** social media earning actions you have the option to limit how often a customer can earn points for these actions. To learn more about how earning limits work and how to set them up, read our guide on [configuring earning action limits](/en/articles/4036269-configure-points-earning-limits).
**Note:** For the **Like on Facebook** action, please make sure that your Facebook page is set to "Fully Public" so that your customers are able to see and like it by clicking through the Smile panel.
# Configure ways to earn points
Source: https://help.smile.io/en/articles/4036267-configure-ways-to-earn-points
Create and edit ways for customers to earn points, and disable or activate earning actions.
**Ways to earn** allow customers to participate in your rewards program by completing actions to earn points. You can choose which earning actions to offer and set how many points customers earn for each one. After creating a way to earn, you can edit it at any time.
**Note:** All earning rules only support whole-number point values. Decimal amounts (for example, 0.5 points) cannot be used when setting how many points customers earn.
## Create a new way to earn
Creating a new way to earn adds an earning action to your rewards program for customers. To configure a new way to earn:
1. In Smile Admin, navigate to **Program** > **[Points](https://app.smile.io/reward-programs/points).**
2. Click **Add ways to earn.**
3. Select the type of action you'd like to reward for.
4. In the **Earning value** card, input the number of points you'd like to offer for this action.
5. Click **Create.**
**Tip:** To maximize effectiveness and reduce fraud risk, you can customize ways to earn with **[Earning Limits](/en/articles/4036269-configure-points-earning-limits)** to control how often points can be earned and who can earn them.
## Edit an existing way to earn
Ways to earn can be edited or modified at any time. To customize the [icon](/en/articles/4088026-customize-the-icon-for-a-way-to-earn-or-redeem), [name](/en/articles/10603965-customize-the-name-of-a-way-to-earn), earning value, or other properties of an existing way to earn:
1. In Smile Admin, navigate to **Program** > **[Points](https://app.smile.io/reward-programs/points)**.
2. In the **Ways to earn** card find the action you'd like to modify, click **Edit.**
3. Complete your desired changes.
4. Click **Save.**
**Tip:** To give bonus points during special events or sales periods, setup [bonus campaigns](/en/articles/8802037-manage-a-bonus-points-campaign) instead of editing a way to earn's earning value.
**Warning**: If a refund or partial refund for a previous order occurs after you have edited the earning value for the **Place an order** action, a customer's points will be adjusted (added or subtracted) according the current earning value. Learn more about partial refunds [here](/en/articles/4036183-configure-points-cancellation-for-refunds).
## Place an order earning rules
When you set up a **Place an order** earning action, it follows a fixed structure for awarding points on customer spend.
When setting the earning value:
* You must enter a whole number of points (for example, 1, 5, or 10 points).
* Decimal values are not supported (for example, you cannot award 0.5 points).
* The earning rate is always calculated as points per 1 unit of your store's currency (for example, points per \$1 spent).
* You cannot change the fixed 1-unit spend amount (for example, "1 point for every \$10 spent" is not supported).
* Points earned on an order are calculated based on the customer's spend and rounded using standard rational rounding rules (values of 0.5 and above round up; below 0.5 round down).
To adjust how generous your loyalty program is, you can change:
* How many points customers earn per 1 unit of currency.
* How many points are required to redeem a reward.
* The [value of your rewards](/en/articles/4036271-configure-ways-to-redeem-points).
These settings let you control generosity while keeping the fixed earning structure in place.
## Activate or disable a way to earn
When a way to earn is active, customers will see it in the Smile panel and earn points for completing the action.
When a way to earn is disabled, customers will not earn points for completing the action and it will be hidden from the Smile panel.
To change the status of a way to earn:
1. In Smile Admin, navigate to **Program** > **[Points](https://app.smile.io/reward-programs/points)**.
2. In the **Ways to earn** card find the way to earn you'd like to change, click **Edit.**
3. In the **Summary** card click **Active** or **Disabled.**
4. Click **Save**.
**Important:** When a way to earn is changed from active to disabled, any points previously earned from from that action will remain in customer accounts. No additional points will be earned for that action while the way to earn is in a disabled state.
# Manage custom activity types
Source: https://help.smile.io/en/articles/4036268-manage-custom-activity-types
Define custom and brand-specific actions that customers can perform to earn rewards.
Smile supports rewarding customers for a variety of standard actions (like placing an order or sharing via social channels), but you can also define custom actions (activity types) that are unique to your brand or setup. Custom activity types represent the brand-specific actions that your program is able to issue rewards for.
**Feature availability**: Custom actions are available on **Plus** and **Enterprise** plans.
Common custom activity types include:
* Subscribe to our newsletter
* Enter a code from a physical product
* Watch a video
* Upload a receipt
* Fill out a survey
* Scan a QR code
* Vote on a new product idea
Custom activity types are useful when you want to reward actions that happen outside of Smile **and confirm that the action was completed**. For example, you might reward customers for filling out a survey, uploading a receipt, or entering a code from a product.
If you only want to reward customers for **clicking a link to an external page** (without tracking whether the action was completed), you can use the [**Click a link**](/en/articles/13452369-award-points-for-clicking-a-link) earning action instead.
## What you need to know
Rewarding for custom actions requires writing code as well as an understanding of Smile's rewards architecture. For technical implementation guidance, we recommend sharing our [fundamentals guide](https://dev.smile.io/guides/fundamentals) as well as our [guide on rewarding for any action](https://dev.smile.io/guides/use-cases/rewarding-for-any-action) with your developer or agency partner.
**Note:** Smile's team is able to help answer questions about creating, editing, and deleting custom activity types as well as setting up related ways to earn, but unfortunately we can't help you with API development.
## Add a new custom activity type
To create a new custom activity type:
1. In **Smile Admin**, navigate to **Settings** > [**Developer tools**](https://app.smile.io/settings/developer-tools).
2. In the **Custom activities** card, click **Create new activity type**.
3. Fill in the **Name before completed** and **Name after completed** fields.
4. If you would like all Smile surfaces (e.g. the rewards panel, customer accounts page, etc) to directly link the customer to where they can complete the described action, check off **Include a call to action** and complete the fields.
5. Click **Create**.
After creating a custom activity type, you must also:
* [Create a way to earn](/en/articles/4036267-configure-ways-to-earn-points) that relies on the activity type.
* Notify Smile when the activity occurs using our [REST API](https://dev.smile.io/api/resources/activities/create-activity) or [JavaScript SDK](https://dev.smile.io/js/smile/create-activity).
If either of these is missing, customers won't be issued points for completing the new activity type.
**Warning:** Including a call to action does NOT automatically trigger a reward for the customer when the action is clicked. Regardless of whether a call to action is included, you must still use Smile's [REST API](https://dev.smile.io/api/resources/activities/create-activity) or [JavaScript SDK](https://dev.smile.io/js/smile/create-activity) to notify Smile when the action occurs, otherwise rewards will not be issued.
## Edit a custom activity type
To edit an existing custom activity type:
1. In **Smile Admin**, navigate to **Settings** > [**Developer tools**](https://app.smile.io/settings/developer-tools).
2. In the **Custom activities** card, locate the activity type that you wish to edit.
3. Beside the activity type you wish to modify, click the edit icon.
4. Make the desired changes to the activity type.
5. Click **Update**.
## Delete a custom activity type
Before deleting a custom activity type, you must [remove any ways to earn](/en/articles/4036267-configure-ways-to-earn-points) that rely on the activity type. If you try to delete an activity type that is being used by a way to earn, you'll receive an error.
Once you've confirmed the activity type is no longer in use:
1. In **Smile Admin**, navigate to **Settings** > [**Developer tools**](https://app.smile.io/settings/developer-tools).
2. In the **Custom activities** card, locate the activity type that you wish to delete.
3. Beside the activity type you wish to remove, click the delete icon.
4. Type the full name of the activity type and click **Permanently delete**.
**Caution:** Once an activity type is deleted, any API calls to notify Smile that the activity has occurred will begin failing. Be sure to update any systems sending activities to Smile before deleting the activity type itself.
# Configure points earning limits
Source: https://help.smile.io/en/articles/4036269-configure-points-earning-limits
Limit the number of times a customer can earn points for an earning action, and limit customer eligibility for an action using VIP tiers.
Adding limits to an earning action allows you to control how often a customer can earn points for that action, or select which actions are available to different customers in your VIP program. It can be a useful tool to encourage more interaction with a particular earning action, or manage your margins by limiting the number of times a customer can earn.
**Feature availability**: Points earning limits is available on **Growth, Plus, and Enterprise** plans.
## Set a points earning limit
Earning limits are time-based, and allow you to select how often a customer can earn points for an action over a period of time. The limit begins the first time a customer earns points for the action. Once the selected time period has passed, a customer is eligible to earn points for that action again.
To set a points earning limit:
1. In Smile Admin, navigate to **Program** > [Points](https://app.smile.io/reward-programs/points).
2. In the **Ways to earn** card find the action you'd like to limit, click **Edit.**
3. In the **Earning value** card, check the box for **Limit the number of times each customer can complete this action.**
4. Choose the timeframe and enter the number of times you'd like the customer to be able to complete the earning action.
5. Click **Save**.
**Note:** **Like** and **Follow** social media actions are one-time earning actions and cannot be changed.
## Limit customer eligibility for an earning action
Customer eligibility allows you to select which customer VIP tiers are included or excluded from an earning points for a specific action.
To edit customer eligibility on an earning action:
1. In Smile Admin, navigate to **Program** > [Points](https://app.smile.io/reward-programs/points).
2. In the **Ways to earn** card, find the action you'd like to limit, click **Edit.**
3. In the **Customer eligibility** card, check the box for **Limit to customers based on VIP tiers.**
4. Select VIP tiers you'd like to **Include** or **Exclude.**
5. Click **Save**.
**Tip**: If you're looking for VIP redemption options, read our guide **[Configure VIP exclusive ways to redeem](/en/articles/configure-vip-exclusive-ways-to-redeem).**
# Configure ways to redeem points
Source: https://help.smile.io/en/articles/4036271-configure-ways-to-redeem-points
Create and manage ways for customers to spend their points, including activating, editing, or disabling redemption options.
Adding **ways to redeem** allows customers to spend the points they've earned in your program on rewards. You can choose which rewards to offer and set how many points are required for each. You can edit or update a way to redeem at any time.
**Note:** This article applies to online rewards only. For Shopify POS redemption options, see our guide on [configuring in-store redeeming options](/en/articles/4036276-set-up-and-spend-points-in-store).
## Create a new way to redeem
Creating a new way to redeem adds a reward to your loyalty program that customers can spend points on.
To configure a new way to redeem:
1. In Smile Admin, navigate to **Program** > [**Points**](https://app.smile.io/reward-programs/points).
2. Click **Add ways to redeem.**
3. Select the reward you'd like to offer.
4. In the **Reward value** card, enter the required points and the discount amount. **Important:** Enter a whole-number discount amount only. (For example, **\$10 off** is supported. **\$10.50 off** is not supported.)
5. Click **Create.**
**Tip:** For more on choosing **Fixed amount of points** or **Increments of points**, read our guide on [understanding points redemption styles](/en/articles/4036249-understand-fixed-and-incremental-rewards).
**Tip:** Shopify merchants who want to customize or track coupon codes can add a custom prefix to rewards in the **Discount code** card.
## Edit an existing way to redeem
You can edit an existing way to redeem at any time.
To update a reward:
1. In Smile Admin, navigate to **Program** > [**Points**](https://app.smile.io/reward-programs/points).
2. In the **Ways to redeem** card, find the reward you'd like to update and click **Edit.**
3. Make your desired changes.
4. Click **Save.**
**Note:** At this time, it's not possible to manually set the order that ways to earn or redeem appear in the panel. Ways to redeem are sorted in ascending order by points value.
**Tip:** To add conditions like minimum purchase amounts or specific collection restrictions, check out [configuring reward restrictions](/en/articles/4779069-configure-reward-restrictions).
## Activate or disable a way to redeem
When a way to redeem is active, it appears in the Smile panel as a reward customers can spend their points on. If it's disabled, it will no longer appear in the panel and won't be available for point redemption.
To activate or disable a reward:
1. In Smile Admin, navigate to **Program** > [**Points**](https://app.smile.io/reward-programs/points).
2. In the **Ways to redeem** card, find the reward you'd like to update and click **Edit.**
3. In the **Summary** card click **Active** or **Disabled.**
4. Click **Save**.
**Important:** Disabling a way to redeem won't remove previously issued rewards—customers can still use existing coupons on a purchase.
# Configure free product rewards
Source: https://help.smile.io/en/articles/4036272-configure-free-product-rewards
Create a free product reward as a redemption option for customers.
Offering a free product as a reward is a great way to give back to your most loyal program members with an exciting product offer. It can also help promote new or featured products, or help manage your inventory.
**Feature availability**: Free product rewards are available on **Essential, Standard, Growth, Plus** and **Enterprise** plans.
## How free product rewards work
Free product rewards are redeemed using points. Customers earn points through purchases and other qualifying actions in your loyalty program, then choose to redeem those points for a free product reward once they've earned enough.
When a customer redeems the reward, Smile generates a discount code for the selected product. The customer adds the product to their cart and applies the discount code at checkout to receive the product for free.
**Note:** Free product rewards are not automatically triggered by a customer's cart total or a purchase. Customers must redeem the reward using their available points.
## Create a new free product reward
To create a new free product reward:
1. In Smile Admin, navigate to **Program** > [**Points**](https://app.smile.io/reward-programs/points).
2. Click **Add ways to redeem.**
3. Select **Free product.**
4. In the **Reward value** card, select the product by typing the exact product name (case-sensitive), or click **Browse**.
5. Choose the product you'd like to offer and click **Select**.
6. In the **Points cost** field, enter the number of points required to redeem the reward.
7. In the **Discount value** field, enter the maximum dollar amount you want the reward to cover.
8. Click **Create.**
**Tip:** For more on adding a minimum purchase amount, read our article on [configuring reward restrictions](/en/articles/4779069-configure-reward-restrictions).
**Note:** Free product rewards with variants are not supported on BigCommerce.
## Troubleshoot reward configuration
If the product you're searching for in the **Reward value** card does not appear, ensure:
* The product has a live webpage and is searchable on your website. The item will not show up in Smile if the product page is hidden.
* You're using the exact full product name, including matching case and spacing, as it appears on your website.
**Important:** Free product rewards don't automatically check product inventory, so they can still be displayed and redeemed even when out of stock. We recommend monitoring your stock levels to ensure you can fulfill orders placed using this reward.
# Configure free shipping rewards
Source: https://help.smile.io/en/articles/4036273-configure-free-shipping-rewards
Create a free shipping reward as a redemption option for customers.
Free shipping rewards are an easy way to add variety to your program and give customers a more rewarding experience. They can complement your existing rewards, and allow you set the points cost based on your own shipping rates.
## Create a new free shipping reward
To create a new free shipping reward:
1. In Smile Admin, navigate to **Program** > **[Points](https://app.smile.io/reward-programs/points)**.
2. Click **Add ways to redeem.**
3. Select **Free shipping.**
4. In the **Reward value** card, enter the number of points required to redeem the reward.
5. Click **Create.**
**Note**: In the **Reward value** card, Shopify merchants can set a maximum shipping amount that will be covered when a customer uses this reward on an order.
## Limitations of free shipping reward configuration
When setting up free shipping rewards, keep the following limitations in mind. Free shipping rewards cannot:
* Be restricted to specific shipping rates or methods
* Cover a percentage of the shipping cost
* Require a minimum purchase amount
* Be applied to a specific collection of products
# Set up and spend points in-store
Source: https://help.smile.io/en/articles/4036276-set-up-and-spend-points-in-store
Configure rewards and redeem customer points for in-store discounts with Shopify POS.
With Smile and Shopify POS, customers can redeem loyalty points for in-store discounts. This guide explains how to enable the option, set up rewards, and apply them at checkout.
**Important:** The Smile loyalty program tile is required for earning and spending points in POS. Use this guide to [add Smile to Shopify POS](https://intercom.help/smile-help-center/en/articles/10478692-add-smile-to-shopify-pos) before completing the steps below.
## Enable POS rewards
POS features must be enabled in your account settings before customers can spend points in-store. You can reward customers in-store only, online only, or both.
To enable in-store rewards:
1. In Smile Admin, navigate to **Settings** > **General** > [**Platform**](https://app.smile.io/settings/platform).
2. In the **Orders settings** card, click **Edit**.
3. Select **Online and in-store** or **In-store only (POS)**.
4. Click **Save**.
## Add ways to spend points in-store
After enabling in-store loyalty, you'll need to add ways to redeem for in-store purchases.
To add a spending rule:
1. From Smile Admin, navigate to **Program** > [**Points**](https://admin.shopify.com/store/apps/smile-io/reward-programs/points).
2. Click **Add ways to redeem**.
3. Select **POS amount discount** or **POS percentage off**.
4. Configure the points cost and financial value of the discount.
5. Click **Save.**
**Tip:** You can create multiple rewards to offer your customers a range of discounts at different points costs.
## How customers spend points in-store
Once in-store rewards are set up, retail staff can apply loyalty discounts to purchases for customers.
To spend a customer's points on a reward:
1. Add the customer to the cart.
2. Add product(s) to the cart.
3. From the POS home, press the **loyalty program tile**.
4. Go to the **loyalty discounts** tab.
5. Tap the discount you want to apply.
**Note:** Customers can redeem points at Shopify POS when staff add them to the cart using their email address, name, or phone number. An email address isn't required to redeem rewards in-store.
**Warning:** Spending points on a discount can't be reversed. If the purchase is abandoned or the customer changes their mind, you can manually adjust the customer's points balance using our guide on [adjusting a customer points balance](/en/articles/4036217-adjust-customer-points-balance). To perform the adjustment, you can access Smile Admin via the optional Smile **App website** POS tile.
# Set up in-store points earning
Source: https://help.smile.io/en/articles/4036277-set-up-in-store-points-earning
Reward customers with points for in-store purchases through Shopify POS.
With Smile and Shopify POS, you can reward customers for in-store purchases by giving them points at checkout. They can redeem those points for rewards online or in-store. This guide walks you through the setup so your loyalty program runs seamlessly across channels.
**Important:** The Smile loyalty program tile is required for earning and spending points in POS. Use this guide to [add Smile to Shopify POS](https://intercom.help/smile-help-center/en/articles/10478692-add-smile-to-shopify-pos) before completing the steps below.
## Enable POS points earning
POS features must be enabled in your account settings before customers can earn points in-store. You can enable earning in-store only, online only, or both.
To enable in-store earning:
1. In Smile Admin, navigate to **Settings** > **General** > **[Platform](https://app.smile.io/settings/platform)**.
2. In the **Orders settings** card, click **Edit**.
3. Select **Online and in-store** or **In-store only (POS)**.
4. Click **Save**.
## Add ways to earn points in-store
After enabling in-store loyalty, you'll need to define how many points customers will earn on their purchases.
To add an earning rule:
1. In Smile Admin, navigate to **Program** > **[Points](https://admin.shopify.com/store/apps/smile-io/reward-programs/points)**.
2. Click **Add ways to earn**.
3. Select **Place an order**.
4. In the **Earning value** card, enter the number of points you want to offer for this action.
5. Click **Save**.
**Important:** "Place an order" is currently the only earning rule compatible with POS. If you're selling both in-store and online, this rule applies to both sales channels. It's not possible to restrict earning rules to a single channel. Any points earned in-store can also be redeemed online, and vice versa.
**Note:** If you've been using Smile for several years—or you have more than one earning rule due to VIP - your POS setup may look slightly different. You may need to create a POS-specific earning rule in addition to an online earning rule. Please reach out to our team ([help@smile.io](mailto:help@smile.io)) if you're unsure whether your setup is correct.
## How customers join and earn points in-store
Customers can earn points in-store when you set up POS earning rules following the steps above. Points are issued whenever an order is linked to a customer using any identifier—**email, name, or phone number.**
Customers who earn points in-store will:
* Automatically become a **Member** in Smile.
* Progress through **VIP tiers** based on points or dollars earned.
* Need to create an account on your online store with their email to complete other actions and earn online rewards.
* Have all points and activity automatically linked to the same customer profile when they use the same email for both in-store and online purchases.
# Comparing gift card and discount rewards
Source: https://help.smile.io/en/articles/4036279-comparing-gift-card-and-discount-rewards
Understand the benefits, limitations, and best-use cases for gift card and fixed amount discount rewards in your loyalty program.
Both gift cards and discount rewards are effective ways to reward customers and encourage repeat purchases, but they work differently within your store and program setup. This article explains how each reward type functions and when to use one over the other.
\*\*Feature availability: \*\*Gift card rewards are available on **Standard, Growth, Plus,** and **Enterprise** plans for merchants on **Shopify** only.
## Gift card rewards
Gift cards are treated as a form of payment—similar to cash, debit, or credit cards. They offer flexibility for customers but come with a few important limitations to consider.
### Key characteristics
* **Acts as payment:** When a customer redeems a gift card reward, it functions as payment. The card balance can be applied to any eligible product in your store.
* **No usage conditions:** You **cannot** set conditions for how a gift card reward is used. For example, you cannot require customers to spend a minimum amount before using their gift card.
* **Stackable:** Customers can use multiple gift cards in a single purchase and can also combine gift cards with other discounts or promotions. This can help increase conversions during sales but may also make gift cards more susceptible to misuse.
* **Points earning behavior:** Points for gift card transactions depend on your eCommerce platform:
* In most cases, Smile awards points only once—either when a gift card is purchased or when it's redeemed—to prevent double earning.
* [Learn more about how customers earn points when using a gift card.](/en/articles/4036280-understand-points-earning-on-gift-cards)
### Important considerations
* 💡 **Fraud prevention tip:** To reduce the risk of gift card fraud, make sure customers **can't earn enough points for a gift card reward without spending money**. For example, if a customer can earn 500 points without making a purchase, ensure that the lowest-value gift card reward costs more than 500 points.
* ℹ️ **Note for Shopify stores:** Shopify does **not provide data** on when gift cards are used. As a result, Smile cannot track or update gift card rewards as **Used** or **Available** in your customers' profiles.
## Fixed amount discounts
Fixed amount discounts (for example, **\$5 off** or **\$10 off**) give customers a set amount off their order rather than acting as a payment method.
### Key characteristics
* **Discount-only function:** Discount rewards apply to an order total—they don't create store credit or a reusable balance.
* **Combinability:** By default, Smile-generated discount codes cannot be combined with other discount codes. You can change this in your reward settings if you want to allow stacking.
* [Learn more about discount combinations.](/en/articles/8685572-configure-discount-combinations)
* **Customizable restrictions:** You can control how discount codes are used by setting:
* Minimum purchase requirements
* Product or collection limits
* [Learn more about reward restrictions.](/en/articles/4779069-configure-reward-restrictions)
## When to use each reward type
| **Use case** | **Gift card reward** | **Fixed amount discount** |
| -------------------------------------------- | -------------------- | ------------------------- |
| You want to let customers pay like cash | ✅ Yes | ❌ No |
| You want to restrict use to certain products | ❌ No | ✅ Yes |
| You want to prevent discount stacking | ⚠️ Limited control | ✅ Full control |
| You want to offer reusable balances | ✅ Yes | ❌ No |
| You want to track reward usage | ❌ Limited tracking | ✅ Fully tracked |
# Understand points earning on gift cards
Source: https://help.smile.io/en/articles/4036280-understand-points-earning-on-gift-cards
Learn how customers earn points when purchasing a gift card or when paying with a gift card.
When a customer purchases or uses a gift card as payment, the points earning behavior depends on the eCommerce platform you are using. To avoid double points, Smile awards points only once - either at the time of purchase or when the gift card is redeemed.
## Points earning on Shopify gift cards
When a customer purchases a gift card from your store on Shopify, points ***are not*** ***awarded*** for the initial purchase of the gift card. Points ***are awarded*** to the customer when the gift card is used to make a purchase.
## Points earning on BigCommerce gift cards
When a customer purchases a gift card from your store on BigCommerce, points ***are awarded*** for the initial purchase of the gift card. Points ***are not awarded*** to the customer when the gift card is used to make a purchase.
## Points earning with Rise.ai gift cards
When a customer purchases a gift card from your store using Rise.ai, points ***are awarded*** for the purchase of the gift card. Points ***are awarded again*** when the gift card is used to make a purchase.
**Warning**: Since Rise products are not coded within Shopify as gift cards, Smile cannot identify them as such and block them from earning points on both purchases. If you choose to use Rise gift cards with a Smile program, please be aware that customers will earn points on both the purchase and use of the gift card.
**Note:** Smile is not compatible with Rise.ai gift cards and cannot provide support for their use in conjunction with your loyalty program.
# Configure points expiry
Source: https://help.smile.io/en/articles/4036281-configure-points-expiry
Set whether points expire, choose the expiration period, and adjust how far in advance customers are notified.
Points expiry resets a customer's points balance to zero after a set period of inactivity. You can turn points expiry on or off, choose an expiration period, and configure notification thresholds.
To learn more about how points expiry works, see [**Points expiry overview**](/en/articles/5348802-understand-points-expiry).
**Feature availability**: Points expiry is available on **Growth, Plus, and Enterprise** plans.
## Configure expiration period
The expiration period determines how long a customer must be inactive before their points expire.
To configure the expiration period:
1. In Smile Admin, navigate to **Program** > [**Points**](https://app.smile.io/reward-programs/points).
2. In the **Points expiry** section, locate the **Expiration period** card.
3. Click **Edit**.
4. Select the desired expiration period from the dropdown.
* **Available options:**
* 3 days
* 7 days
* 1 month
* 2 months
* 3 months
* 6 months
* 1 year
* 2 years
5. Click **Save**.
## Configure notification thresholds
When a customer's points are about to expire, the notification thresholds determine how far in advance the corresponding **Smile points expiry email** is sent.
| **Customer email name** | **Sending date determined by** |
| --------------------------- | ------------------------------ |
| Points Expiry - Warning | Warning threshold |
| Points Expiry - Last Chance | Last chance threshold |
To change a notification threshold:
1. In Smile Admin, navigate to **Program** > [**Points**](https://app.smile.io/reward-programs/points).
2. In the **Points expiry** section, locate the **Warning threshold** or **Last chance threshold** card.
3. Click **Edit**.
4. Enter the number of days before the customer's points expire that you want the email to be sent.
5. Click **Save**.
**Warning:** This setting only applies to points expiry emails sent by Smile. The points expiry email must be enabled in Smile for the notification threshold to take effect.
## Enable points expiry
1. In Smile Admin, navigate to **Program** > [**Points**](https://app.smile.io/reward-programs/points).
2. In the **Points expiry** section, locate the **Points expiry is disabled** card.
3. Click **Enable**.
**Tip:** Before enabling points expiry, ensure you've configured the [points expiration period](#configure-expiration-period) and [notification thresholds](#configure-notification-thresholds).
## Disable points expiry
1. In Smile Admin, navigate to **Program** > [**Points**](https://app.smile.io/reward-programs/points).
2. In the **Points expiry** section, locate the **Points expiry is enabled** card.
3. Click **Disable**.
4. In the modal, click **Disable points expiry**.
**Note:** Disabling points expiry does restore any points that have already expired. It only prevents future expirations.
# Configure reward expiry
Source: https://help.smile.io/en/articles/4036282-configure-reward-expiry
Set an expiry for the discount codes customers receive when they redeem rewards.
By default, rewards issued through your loyalty program do not expire, and customers can use the discount codes they receive at any point in the future. Adding an expiry period to a reward limits how long customers have to use the discount code after it's issued. Once the expiry period has passed, the discount code is no longer valid and cannot be applied to an order.
**Feature availability**: Reward expiry is available on **Growth, Plus,** and **Enterprise** plans.
## Set an expiry period for discount codes generated by your rewards
Expiry can be set for rewards in your Points, Referral, and VIP programs. The expiry period must be configured within each individual reward you want to expire.
To configure an expiry for a reward:
1. In Smile Admin, navigate to **Program** > [**Points**](https://app.smile.io/reward-programs/points).
2. In the **Ways to redeem** card, find the reward you want to configure and click **Edit**.
3. In the **Reward expiry** card, select **Expire issued rewards after an elapsed time**.
4. Use the dropdown to select the reward expiry period.**Available expiry options are:**
* **3 days**
* **7 days**
* **1 month**
* **2 months**
* **3 months**
* **6 months**
* **1 year**
5. Click **Save**.
To add an expiry for a Referral or VIP reward, follow the same steps in the [**Referral rewards**](https://app.smile.io/reward-programs/referrals) card or in rewards for your [**VIP tiers**](https://app.smile.io/reward-programs/vip).
**Note:** You cannot set an expiry for gift cards or POS rewards.
**Important:** Once an expiry is set, only discount codes issued after that point will have an expiry date. Enabling expiry will not affect any discount codes already issued.
## Reward expiry notifications
To ensure customers are aware of a discount code's expiry, they are notified at different points in their reward journey:
1. **Smile panel** - Before a customer redeems a reward, the expiry is shown alongside the reward details. This lets the customer know before they decide to spend their points.
2. **Reward email** - After a customer redeems points, or when they receive a referral or VIP reward, the expiry date appears in the reward email.
3. **Loyalty Hub** - If you have a [Smile Loyalty Hub](/en/articles/11325846-add-loyalty-hub-to-your-store) added to your store, customers can see their rewards and expiry dates in their customer account area at any time.
4. **Reminder email** - When a reward expiry is set, Smile automatically enables a reward expiry email. This email is sent to customers a few days before their discount code is set to expire. You can edit the email in the [Customer notification](https://app.smile.io/settings/customer-notifications) section.
## What customers see when a reward expires
What customers see depends on where they view their rewards.
### Smile panel
In the **Your rewards** section of the panel, expired rewards appear under **Past rewards**, below any active rewards. Each expired reward is displayed as a greyed-out, non-clickable item with the text **Expired on \[date]**. Customers can't view or redeem expired rewards.
### Loyalty Hub
Expired rewards aren't displayed in the Loyalty Hub. When a reward expires, it's removed from the customer's rewards list and is no longer visible to them.
## Important notes about reward expiry
* **Reward expiry does not delay when a reward becomes usable.**
* **Discount codes can be used immediately after they are issued.**
* The expiry period only sets the final date when the discount code will expire — it does not block customers from using it beforehand.
# Import discount codes for redemption
Source: https://help.smile.io/en/articles/4036283-import-discount-codes-for-redemption
Use manually imported discount codes for rewards instead of auto-generated ones.
By default, Smile automatically creates discount codes that customers can redeem with their loyalty points. For legacy custom merchants or Shopify merchants with specific edge cases, imported discount codes can be used instead. This allows you to upload your own set of codes rather than using those automatically generated by Smile.
**Important:** Importing discount codes allows you to provide Smile with a list of pre-created codes that customers *can redeem* oncethey have enough points. This does **not** immediately send or distribute codes to customers. Instead, these codes are stored in your program and are issued when a customer decides to redeem.
**Feature availability**: Importing discount codes is supported on **Shopify only**.
## Creating a CSV file
**Note:** To use imported discount codes, you must first have an imported reward set up. If you don't see imported rewards as a redemption option in your account, contact our team via in-app chat or email us at [help@smile.io](mailto:help@smile.io).
To upload your discount codes, you'll need to create a plain-text CSV file.
Your file should have a single column titled **Code** in the first row, containing each unique reward code you've created. The CSV file cannot contain special characters (such as `%`, `$`, or `*`).
You can also include an end date to limit code usage to a specific period. To do this, add a second column in your CSV file titled **ends\_at**.
If no date is specified, discount codes will be available indefinitely. If an end date is specified, discount codes will be issued and remain valid until that date.
**Important:** Dates must be formatted as follows and include times in UTC:**YYYY-MM-DD HH:MM:SS**Example: `May 2, 2026 at 2:54 PM` should be entered as `2026-05-02 14:54:00`
## Importing discount codes
Once your CSV file is ready, you can upload it to Smile.
To import your discount codes:
1. In Smile Admin, navigate to **Program** > **Points > [Rewards](https://app.smile.io/reward-programs/points/rewards).**
2. Select the imported reward you'd like to upload discount codes to.
3. In the **Imported discount codes** card, click **Add file** and upload your CSV file.
4. Click **Save**.
**Note:** CSV imports cannot be undone. Once you import your file, the changes take effect immediately.
# Cancel VIP rewards
Source: https://help.smile.io/en/articles/4036284-cancel-vip-rewards
How to cancel an issued VIP reward.
**Feature availability**: VIP is available on **Growth, Plus,** and **Enterprise** plans.
VIP rewards are designed to remain active after they’ve been issued so customers can redeem them later. In rare cases, you may want to cancel an issued VIP reward.
Currently, Smile doesn’t support manually marking VIP rewards as used or removing them from a customer’s profile after they’ve been issued.
Instead, there are two possible workarounds:
* Disable the discount code in your eCommerce platform. The reward will still appear as *Issued* in Smile and may still appear available to the customer, but the code can no longer be redeemed.
* Use the discount code in an order so Smile recognizes the reward as used and no longer displays it as active to the customer. This does not need to be a real customer order.
**Note:** If you are looking for how to cancel a reward from a points redemption, see [How to cancel a points redemption](/en/articles/4668896-cancel-a-points-redemption). If you're looking for how to cancel a referral generated reward, see [Cancel a referral](/en/articles/4036297-cancel-referral).
## Access the reward code
To access the reward code:
1. In Smile Admin, [go to the customer’s profile](/en/articles/9718243-find-a-customer).
2. Select the **Rewards** tab.
3. Locate the reward code.
You can then either disable the code in your eCommerce platform or use it in an order so it is marked as used in Smile.
**Tip**: If you want VIP rewards to expire automatically after a certain period of time, you can configure reward expiry for VIP rewards. This only applies to newly issued rewards. See [Configure reward expiry](/en/articles/4036282-configure-reward-expiry) for setup steps.
# 3 steps to build the best points program
Source: https://help.smile.io/en/articles/4036285-3-steps-to-build-the-best-points-program
How to set up your points program
This article will outline 3 steps with some great basic tips to use for building out the best Smile points program.
## Step 1: Set up a variety of ways customers can earn points.
The best points programs make it easy for customers to engage by providing a variety of ways to earn rewards. These can be set through Points > [Ways to earn](https://app.smile.io/reward-programs/points/actions) > Add ways to earn
### You can choose to reward customers for a variety of valuable actions, including:
* Signing up to your program (Sign Up points)
* Sharing their birthday with you (birthday points)
* Making a purchase
* Engaging with your store on social media
* And more!
**Tip:** Choose earning actions that reflect who your customers are to increase the chances of them engaging on an ongoing basis.
The number of points customers earn for each of these actions and the number of times they can be rewarded for them is also extremely important.
Offering too little will result in customers becoming frustrated with your program, while offering too many points for less significant actions could make the program difficult to manage. Finding a balance is key!
Use the following [ways to earn](https://intercom.help/smile-io/points/earning-and-spending/adding-an-earning-rule) to keep your program valuable for both you and your customers.
## Step 2: Diversify the ways customers can redeem points.
Customers love having choices, and offering several different ways to redeem points is the perfect way to satisfy that desire. The rewards can be set up through Points > [Ways to redeem](https://app.smile.io/reward-programs/points/rewards) > Add ways to redeem.
### The following are all great ways you can diversify your rewards portfolio:
* Fixed discounts (dollars off)
* Percentage discounts
* Free shipping
**Tip:** Like your earning actions, you should choose rewards based on what your customers are looking for. Offer them rewards catered to what they're looking for in your brand.
When redeeming points, you also need to determine how many points each reward is worth. This ratio should be easy to understand and calculate to help customers see the value of your program.
Use the following discount [**Rewards**](https://intercom.help/smile-io/points/earning-and-spending/adding-a-spending-rule) to keep your program easy to understand:
We recommend calculating extra spending rewards using the equation 100 points = \$1 of the reward value.
## Step 3: Set up your program's branding.
Your program's customer Panel is the best way to polish up your points program. ✨
By customizing your [**Theme**](https://app.smile.io/display?displaySection=), [**Panel**](https://app.smile.io/display/panel?displaySection=home%2Fvisitor) and [**Launcher**](https://app.smile.io/display/launcher?device=desktop\&displaySection=) you can offer your customers a rewards experience that's on-brand, consistent, and more fun to engage with!
**Tip:** use brand photography and logos to make your program immediately recognizable to your customers. 📸
You can also change your program and currency names to reflect what makes your brand unique.
# Configure referral program rewards
Source: https://help.smile.io/en/articles/4036288-configure-referral-program-rewards
Create referral rewards for existing customers to share with new customers.
The referral program lets you reward both loyal customers and their friends with incentives that are easy to set up and customize. You can update or change referral rewards at any time as your program evolves.
## Available referral reward types
When adding a referral reward, you can choose from the following reward types depending on whether the reward is for the referring customer or their friend.
#### Referring customer reward options:
* Amount discount (for example, \$10 off)
* Percentage off (for example, 10% off)
* Free shipping
* Free product
* Gift card
* Store credit
* Points
#### Referred friend reward options:
* Amount discount (for example, \$10 off)
* Percentage off (for example, 10% off)
* Free shipping
* Free product
**Note:** It's not possible to offer points or store credit as a reward to the referred friend, as they don't yet have an account to receive them.
## Add referral rewards
To set up referral rewards, you'll create one reward for the **referring customer** (an existing customer in your loyalty program) and another for the **referred friend** (a new customer who has never placed an order on your store).
To add referral rewards:
1. From Smile Admin, navigate to **Program** > [**Referrals**](https://app.smile.io/reward-programs/referrals).
2. In the **Referring customer reward** card, click **Add reward.**
3. Choose a reward you'd like to offer the referring customer.
4. Click **Save**.
5. In the **Referred friend reward** card, click **Add reward.**
6. Choose a reward you'd like to offer the referred friend.
7. Click **Save**.
**Tip:** Smile recommends offering both the referring customer and referred friend rewards of equal value to encourage participation for both customers.
## Modify a referral reward value
If you want to keep an existing referral reward but change the **reward value,** you can edit it:
1. From Smile Admin, navigate to **Program** > [**Referrals**](https://app.smile.io/reward-programs/referrals).
2. In the **Referring customer reward** card, click **Edit**.
3. In the **Reward value** section, change the points or discount value.
4. Click **Save.**
Repeat these steps in the **Referred friend reward** card to modify the friend's reward.
Note: This option only lets you change the **value** of the existing reward. To switch to a different reward type (for example, from a fixed discount like **\$10 off** to a **10% discount**), you must delete the current reward and add a new one.
## Change a referral reward
If a referral reward already exists, you won't see **other reward types** until the current reward is deleted. For example, to switch from **\$10 off** to **10% off**, delete the existing reward and then add a new one.
To change the reward:
1. From Smile Admin, navigate to **Program** > [**Referrals**](https://app.smile.io/reward-programs/referrals).
2. In the **Referring customer reward** card, click **Change**.
3. In the warning message, click **Delete reward**. This action cannot be undone.
4. In the **Referring customer reward** card, click **Add reward.**
5. Choose a reward you'd like to offer the referring customer.
6. Click **Save**.
Repeat these steps in the **Referred friend reward** card to change the friend's reward.
**Note for BigCommerce users:** On BigCommerce, Smile completes referrals based on the first order made by the referred friend. If the first synced order is incomplete — for example, if the customer navigated away from billing during checkout or the payment was declined— Smile will not complete the referral after a later successful order. If this occurs, we recommend [manually awarding](/en/articles/4036217-adjust-customer-points-balance) the referring customer with their reward.
# Understand how referrals work
Source: https://help.smile.io/en/articles/4036289-understand-how-referrals-work
Learn how customers share referrals with friends and how referral rewards are earned.
## How the referral flow works
### 1. The advocate shares their referral link
The advocate shares their unique referral link with a friend.
### 2. The friend claims their referral discount
When the friend clicks the referral link, they'll see a prompt asking them to enter their email address.
After entering their email address, the friend reward is sent to them by email. From the email, the friend can copy their discount code and use it on an order.
**Note: The friend referral popup** is separate from the loyalty panel and launcher. It appears when a friend clicks a referral link regardless of your launcher settings.
### 3. The advocate earns their reward
When the friend makes a purchase, the advocate receives the referring customer reward configured for the referral program.
The friend doesn't need to create an account or use their referral discount to complete the referral. They only need to make a purchase using the same email address they used to accept the referral.
The advocate receives their reward by email. The reward is also available from their loyalty panel or Loyalty Hub if enabled.
## How advocates can share their referral link
Advocates can access and share their referral link from different areas of your loyalty program.
### Loyalty panel
Advocates can access their referral link from the loyalty panel, as shown in the referral flow above. By default, the panel includes sharing options for Facebook, X, and email.
On mobile, advocates can select **More** to see additional sharing options, including WhatsApp and Facebook Messenger.
### Loyalty Hub
**Feature availability**: Loyalty Hub is available on **Growth, Plus** and **Enterprise** plans for merchants on **Shopify only.**
If your store has Loyalty Hub enabled, advocates can also access their referral link from the Referrals section. Here, they can see their referral link, the rewards available, and their referral history.
### Copy and share a referral link
Advocates can also copy their referral link and share it anywhere they'd like, such as through text messages or other social platforms.
## Referral rules
### How referral links work
An advocate can share their referral link with as many friends as they'd like. Each eligible friend who clicks the link and enters their email address receives their own one-time-use referral discount code.
The referral offer is only available to friends who are new to the store. If someone has previously placed an order, including as a guest, they already have a record in Smile and won't be able to claim the offer.
### How referral rewards work
Advocates earn a referral reward each time an eligible friend completes a referral. If multiple friends complete referrals, the advocate can earn multiple referral rewards.
Referral discount codes are single use. Once a discount code has been used on an order, it can't be used again.
Referral discount codes cannot be combined with order discounts. Combining referral discount codes with shipping or product discounts is not enabled by default, but you can enable these options in your [discount settings](/en/articles/8685572-configure-discount-combinations).
**Note for BigCommerce merchants:** Smile completes a referral based on the first order created for the referred friend.
BigCommerce can create duplicate orders if the customer navigates away from billing, including when they move backward in the checkout flow or when their payment is declined. In these cases, the first order may remain **Incomplete**, preventing Smile from completing the referral.
If this happens, manually award the advocate their referral reward.
# Preventing referral fraud
Source: https://help.smile.io/en/articles/4036291-preventing-referral-fraud
Learn how Smile detects and blocks potentially fraudulent referrals.
Smile’s fraud analysis helps detect fraudulent referrals and minimize your loyalty program’s exposure to referral abuse.
## Why a referral is blocked
Smile automatically detects the following high-risk indicators of referral fraud:
* The Advocate and Friend email addresses are similar
* The Friend uses a known temporary or throwaway email address
* The same Friend email address has been used to claim multiple recent referrals
* There is a high volume of referrals from the same IP address
* The order is not the customer’s first order
* The order is placed by the Advocate
* The order is placed by someone with the same name as the Advocate
If Smile detects that a referral has a high risk of being fraudulent, the referral is flagged and automatically blocked to prevent it from being completed.
Blocked referrals are listed in the **Blocked** column of the [**All referrals**](https://app.smile.io/reward-programs/referrals/activity) grid in **Smile Admin.**
## When referrals can be blocked
There are two points in the referral process where a referral can be blocked.
### When a Friend claims their referral reward code
When a Friend enters their email address to claim their referral reward code, Smile checks the referral for a high risk of fraud.
If the referral is identified as high risk:
* The referral is blocked
* The Friend cannot claim their reward code and will see an error message letting them know there was an issue with the referral
* The Advocate will not receive a reward for the referral
### When a Friend uses their reward code to place an order
When a Friend uses their reward code to place an order, Smile checks the referral again for a high risk of fraud.
If the referral is identified as high risk:
* The referral is blocked
* The Friend’s order has already been placed with their discount, but the Advocate will not receive a reward for the referral
## What you can do when a referral is blocked
If a referral is flagged as having a high risk of fraud, you can review more details about it in [**Smile Admin**](https://app.smile.io/reward-programs/referrals/activity). The referral will remain blocked unless you choose to unblock or cancel it.
### Review the referral details
Each blocked referral has a referral fraud indicator on its referral detail card. This indicator explains why the referral was flagged as high risk.
To view the detail card for a blocked referral, select the referral from the [**All referrals**](https://app.smile.io/reward-programs/referrals/activity) grid.
The detail card includes information you can use to determine whether the referral is fraudulent:
* The Advocate and Friend details
* The reason the referral was flagged as high risk
* Whether the referral reward code has been used by the Friend
### Cancel or unblock the referral
You can choose to cancel or unblock a blocked referral at any time. To unblock or cancel a referral, open the referral detail card and select the action you’d like to take.
When you cancel a referral, it will:
* Move the referral to the **Cancelled** column of your [**All referrals**](https://app.smile.io/reward-programs/referrals/activity) grid
When you unblock a referral, what happens next depends on whether the Friend has already placed an order:
**If the Friend has already placed an order:**
* The referral moves to **Complete**
* The Advocate receives their reward and a Referral Completed email notification
**If the Friend has not yet placed an order:**
* The referral moves to **Pending**
* The Friend receives an email notification with their referral code
**Tip:** If you notice a high volume of blocked referrals from a single Advocate and suspect they may be abusing your referral program, you can [exclude them from your program](/en/articles/4036235-exclude-a-customer).
# Customize referral domain
Source: https://help.smile.io/en/articles/4036294-customize-referral-domain
Set a custom domain for your referral links.
Customizing your referral links with a branded domain is a great way to build brand trust and credibility with newly referred customers.
**Feature availability**: Customizing referral domains is available on **Plus and Enterprise** plans.
## Add a custom referral domain
Adding a custom referral domain in Smile involves three parts:
**Part 1: Add your custom domain in Smile**
1. From Smile Admin, navigate to **Program** > [**Referrals**](https://app.smile.io/reward-programs/referrals).
2. In the **Custom referral domain** section, click **Edit**.
3. Enter the custom domain you'd like to use.
4. Click **Add domain**.
**Part 2: Point your DNS provider to Smile**
1. Log in to your DNS provider (e.g., GoDaddy, Bluehost, etc.).
2. Create a CNAME or ALIAS record that points your custom domain to [**refs.smile.io**](http://refs.smile.io/).
**Part 3: Verify domain connection in Smile**
1. From Smile Admin, navigate again to **Program** > [**Referrals**](https://app.smile.io/reward-programs/referrals).
2. In the **Custom referral domain** section, click **Refresh status.**
3. Confirm that the domain has been successfully connected—a green checkmark ✅ will appear if successful.
**Note:** Your program's original **i.refs.cc** referral links will always remain functional, regardless of the custom domain you choose.
**Note:** Domain setup steps may vary depending on your DNS provider. Smile Support does not offer assistance for domain setup or troubleshooting related to external providers.
## Remove a custom referral domain
1. From Smile Admin, navigate to **Program** > [**Referrals**](https://app.smile.io/reward-programs/referrals).
2. In the **Custom referral domain** section, click **Edit**.
3. Click **Remove**.
4. In the confirmation dialog, click **Remove domain**.
**Warning**: Removing your custom domain updates referral links for all customers. Any referral links that use your custom domain will no longer work. Referral links will revert to the default [**i.refs.cc**](http://i.refs.cc) domain.
# Choose a referral landing page
Source: https://help.smile.io/en/articles/4036295-add-referral-landing-page
Select which page on your store customers visit after clicking a referral link.
A referral landing page lets you choose which page customers visit after clicking a referral link.
By default, referral links direct customers to your store's homepage. If you don't configure a referral landing page, your homepage will continue to be used. Referral landing pages are optional and are not required for referrals to work.
If you'd like customers to visit a specific page instead, such as a product page, collection page, or promotional page, you can set a referral landing page.
## Add a referral landing page
1. In Smile Admin, navigate to **Program > [Referrals](https://app.smile.io/reward-programs/referrals)**.
2. In the **Referral landing page** section, enter the URL of the page you'd like referred customers to visit.
3. Click **Save**.
Once saved, customers who click a referral link will be directed to the page you've specified.
**Important:** Enter the full URL, including `https://`. Referral links won't work correctly if the protocol is omitted. The URL must point to a page on your store.
# Customize referral social sharing
Source: https://help.smile.io/en/articles/4036296-customize-referral-social-sharing
Select which social channels customers can use to share their referral link, and customize the message that's shared.
Customers can share their referral link directly from the Smile panel using supported social channels. You can control which platforms are available for direct sharing and customize the content that appears with their referral link.
**Note:** Social sharing buttons are only available in the Smile Panel. In [Loyalty Hub](/en/articles/11325846-add-loyalty-hub-to-your-store), customers can copy and share their referral link, but they won't see social sharing options.
## Customize referral social settings
Through the Smile panel, customers can share their referral link directly on social media. You can select which social channels appear as sharing options and customize the message using text and variables.
To edit the referral social settings:
1. From Smile Admin, navigate to **Program** > [**Referrals**](https://app.smile.io/reward-programs/referrals).
2. In the **Social sharing** section, navigate to the **Social settings** card.
3. Click **Edit**.
4. Update the social channels or message content you'd like to modify.
5. Click **Save**.
**Note:** Facebook does not allow apps to set a custom message. When a customer refers via Facebook, they will be prompted to write their own message.
## Referral sharing on mobile devices
On mobile devices, Smile replaces the individual referral sharing buttons with a single **Share** button. When tapped, it opens the device’s native share sheet so customers can share through supported social, messaging, and email apps installed on their device, including Facebook, X, WhatsApp, iMessage, Messenger, email, and more.
The pre-filled message uses the following format: *"Here's a \[friend reward name] for your first order at \[store name]. To accept, use my referral link: \[referral URL]"*
The friend reward name and store name are pulled automatically from your referral program settings. The message structure itself cannot be customized in Smile. However, customers can edit the message before sending it through their selected app.
## Customize referral link preview
You can customize how your website appears when a referral link is shared by defining your store's referral metadata within Smile Admin.
To edit the image and description shown with referral links:
1. From Smile Admin, navigate to **Program** > [**Referrals**](https://app.smile.io/reward-programs/referrals).
2. In the **Social sharing** section, navigate to the **Customize referral link preview** card.
3. Click **Edit**.
4. Click **Customize card message and display.**
5. Enter your preferred **Title**, **Description,** and **Image**.
6. Click **Save**.
**Tip:** Use **Referral variables** to personalize your message. These variables are available in the **Social settings** card.
# Cancel a referral
Source: https://help.smile.io/en/articles/4036297-cancel-referral
Cancel referrals manually or learn when Smile cancels them automatically.
You can cancel referrals manually when needed. This article explains how to cancel a referral and when Smile cancels referrals automatically.
## Referral statuses
The outcome depends on whether the referral is still **pending** or has already been **completed**.
### Pending referrals
A referral is **pending** after the referred friend enters their email to claim their referral reward, but before they place a qualifying order.
Cancelling a pending referral will:
* Prevent the referring customer from receiving a referral reward if the referred friend places a qualifying order.
* Mark the referred friend's reward as cancelled in the customer panel. They can no longer copy the reward code.
* For Shopify merchants, any unused discount codes issued to the referred friend are automatically voided and can no longer be used.
### Completed referrals
A referral is **completed** after the referred friend claims their referral reward and places a qualifying order.
Cancelling a completed referral will:
* Cancel rewards issued to both the referring customer and the referred friend.
* Adjust the points balance for the referring customer and the referred friend if they earned points for the referral.
* For Shopify merchants, any unused discount codes issued for the referral are automatically voided and can no longer be used.
## How to cancel a referral
To cancel a referral:
1. In Smile Admin, navigate to **Programs** > **Activity** > [**Referrals**](https://app.smile.io/reward-programs/referrals/activity).
2. Open the referral you want to cancel.
3. Click **Cancel referral**.
4. Confirm the cancellation.
Once cancelled, the referral moves to the **Cancelled** column in the **All Referrals** table.
## When Smile automatically cancels a referral
In addition to manual cancellations, Smile automatically cancels a referral in the following situations:
**A customer is excluded from your loyalty program**
Any pending referrals associated with that customer are automatically cancelled.
**A customer is deleted**
Any pending referrals associated with that customer are automatically cancelled.
**The referred friend's order is fully refunded**
The referral is automatically cancelled. This applies whether the referral is still pending or was already completed. For Shopify merchants, any unused discount codes issued to the referring customer and the referred friend for that referral are automatically voided and can no longer be used. Partial refunds and order cancellations without a refund don't automatically cancel referrals. If needed, cancel the referral manually.
**Note:** Smile includes built-in protections to help prevent referral abuse. To learn how they work and additional best practices, see [Preventing referral fraud](/en/articles/4036291-preventing-referral-fraud).
# 3 steps to build the best referral program
Source: https://help.smile.io/en/articles/4036299-3-steps-to-build-the-best-referral-program
How to create a successful referral program with Smile
A referral program is a great way to have your most loyal customers advocate for your brand by referring their friends and family. In this article we'll cover 3 easy steps to building the best referral program.
Check out our quick demo video on Setting up your referral program:
## Step 1: Set Advocate and Friend rewards.
Referral programs are successful because they offer value to both the Advocate and the Friend they refer.
[Advocate Rewards:](https://app.smile.io/reward-programs/referrals/rewards)
These rewards are issued to the person sending the referral. The Advocate is only rewarded after the referee has completed a purchase.
[Friend Rewards:](https://app.smile.io/reward-programs/referrals/rewards)
These rewards are issued to the person being referred to your store. This reward can be redeemed the first time they make a purchase with your store.
💡 We recommend ensuring the value of the reward (even if presented differently) is the same for both advocate and friend - this way, they're both inclined to make a purchase!
**Tip:** Running a points program? Points is a good place to start. Running a stand-alone referral program? Dollars-off is more valuable up front.
## Step 2: Choose your referral Social sharing channels
If you want to make the most of your referral program, you have to make sure your customers are sharing your brand in the right places.
In order to do this, you need to understand how your customers interact with your brand. Knowing who your audience is and how they interact with your products will help you determine [**which referral channels to use.**](https://app.smile.io/reward-programs/referrals/sharing-options)
**Public Channels** (Facebook, X):
Public referral channels put your brand in front of a huge social audience, giving you the opportunity to make a strong brand impression.
**Private Channels** (Mobile Messengers, Email):
Private referral channels are a great choice for brands operating in private industries (such as intimate apparel).
**Tip:** Enabling at least one private and one public referral channel to [encourage customers of every demographic to take action.](https://blog.smile.io/4-best-channels-for-online-customer-referrals)
## Step 3: Set a referral landing page.
In order to convert your referred customers, you need to make sure they're landing on a page that shows what makes your brand valuable. ✨
That's why the Smile referral program automatically redirects referred customers to your homepage. It's simple: it helps customers find what they're looking for and, most importantly, shows them the value of what you are selling. This is why we recommend you leave this as [your referral landing page to start.](https://app.smile.io/reward-programs/referrals/settings)
**Tip:** Send customers to a strategic landing page that shows them the value of your brand.
# Configure VIP settings
Source: https://help.smile.io/en/articles/4036300-configure-vip-settings
How to set up VIP tier milestone rules in Smile Admin.
Choose how customers progress through VIP tiers by configuring milestone types, timeframes, and start dates.
**Feature availability**: VIP is available on **Growth, Plus,** and **Enterprise** plans.
Not sure which settings are right for your program? See [**Understand VIP tier milestones**.](/en/articles/4036321-understand-vip-tier-milestones)
## Configure VIP settings
1. In Smile Admin, go to **Program**, then select **[VIP](https://app.smile.io/reward-programs/vip).**
2. In the **Tier settings** section, click **Edit.**
3. Select your **program start date.**
* The earliest start date is the date you installed Smile.
* You cannot select a future date.
4. Choose how customers enter tiers:
* **Points earned,** or
* **Amount spent**
5. Choose your timeframe:
* **Lifetime**, or
* **Calendar year**
6. Click **Save.**
## Updating VIP program settings
You can configure these settings before activating your VIP program.
To update them after activation:
1. Deactivate your VIP program
2. Make your changes
3. Reactivate your VIP program
When you reactivate the program, customer tier placements are recalculated based on the new settings.
For more details, see [**Deactivate or reactivate VIP program**.](/en/articles/11801166-deactivate-or-reactivate-vip-program)
# Email marketing campaign guide
Source: https://help.smile.io/en/articles/4036302-email-marketing-campaign-guide
How to launch and promote a loyalty program with customer email marketing
Email marketing is an essential part of communicating your loyalty program to current and prospective customers! Running email campaigns that complement your program allow you to easily explain program elements to your audience, increasing participation and visibility!
Email campaigns also influence repeat purchase rate by increasing engagement and help to re-engage inactive customers by incentivizing them with rewards.
**Feature availability**: App integrations are available on **Essential**, **Standard**, **Growth, Plus, and Enterprise** plans.
[Check out our available email marketing app integrations here.](/en/integrations/overview)
## Program launch
### Objective:
Explain your loyalty program setup to your customers!
Check out: [configuring my program](https://help.smile.io/en/articles/5599870-guiding-principles-for-program-configuration) to get the most out of your program configurations beforehand!
### What to include:
An overview of your points earning & spending rules, referral advocate and friend rewards, VIP tier information
### Call to action:
For program members, link to your homepage with [Deep Links](/en/articles/4036219-use-deep-links-to-open-the-panel) (#smile-home) or to your (optional) dedicated Rewards page!
## Points redemption
### Objective:
Encourage customers to spend their points on a reward! (This is a great campaign to run if you have a high number of outstanding points and low redemption rate)
### What to include:
Points balance (if your ESP is integrated with Smile), a message that customers have points to spend!
### Call to action
Link directly to your spending rules with [**Deep Links**](/en/articles/4036219-use-deep-links-to-open-the-panel) (#smile-points-activity-rules) or to your (optional) dedicated Rewards page!
## Referral Campaign
### Objective:
Encourage program members to share your products with their friends! (This is a great campaign to run if you find your referral conversion number is low)
### What to include:
Advocate & friend rewards, and an outline of the referral process:
1. Program members (Advocates) share their unique referral URL with their friends
2. Their friend clicks the referral link and inputs their email address into the Smile panel
3. Their friend completes an order with the Friend reward
4. Your advocate is rewarded for a completed referral with the Advocate reward
### Call to action:
Link directly to your referral program with [**Deep Links**](/en/articles/4036219-use-deep-links-to-open-the-panel) (#smile-referral-program-details) or to your (optional) dedicated loyalty page!
## Promotional campaigns
### Objective:
Utilize Smile as it's own campaign, or include Smile information with your other promotions!
### What to include:
For Smile campaigns, run a [Double Points](https://help.smile.io/en/articles/8802037-manage-a-bonus-points-campaign) promotion! For store campaigns, include how many points a customer can earn on promotional products, and incentivize points earning by featuring the rewards program with sales and other store promotions!
### Call to action
A direct link to your store's homepage
## Ongoing communication
If you have an email service provider that integrates with Smile (see Smile Apps), you can take advantage of merge tags that allow you to add Smile customer attributes right in your emails!
### Objective:
Remind members of their program status in every email!
### What to include:
Customer points balance, referral URL, VIP tier
### Call to action:
Keep these merge tags as static text, as a helpful reminder of a program member's information!
If you're looking for more inspiration, our [Pinterest page](https://www.pinterest.com/smile_rewards) has more great email marketing examples ✨
# Smile paid plan advantages
Source: https://help.smile.io/en/articles/4036304-smile-paid-plan-advantages
Learn about the features available on Smile's paid plans
Want to take your program to the next level by boosting participation, driving repeat purchases, and re-engaging inactive customers?
Smile's paid plans include advanced features designed to help you achieve these goals. The features available depend on your plan, which are outlined below.
## Feature overview
### Loyalty Hub
**Plan availability:** Loyalty Hub is available on **Growth, Plus and Enterprise** plans.
**What it does:** Provides customers with a dedicated page in their account to view points, redeem rewards, and track loyalty progress.
**Benefit:** Makes loyalty program engagement seamless, automatic, and on-brand—without custom coding.
**How it works:**
* Supported on **Shopify only** (not available on other platforms).
* Add Loyalty Hub through your [**Shopify Admin**](https://admin.shopify.com/settings/checkout).
### Points balance on account page
**Plan availability:** Points balance on the account page is available on **Growth, Plus and Enterprise** plans.
**What it does:** Displays customers' points balance directly on their account page.
**Benefit:** Keeps loyal shoppers informed and allows you to encourage further engagement by showing ways to earn or redeem rewards based on their balance.
**How it works:**
* Supported on **Shopify only**.
* Add through [**On-site content**](https://app.smile.io/on-site/accounts).
### Redeem points at checkout
**Plan availability:** Redeem points at checkout is available on **Growth, Plus and Enterprise** plans.
**What it does:** Lets customers redeem their points for rewards directly during checkout.
**Benefit:** Provides a last-minute incentive for customers to complete their order with a discount, boosting loyalty and conversions.
**How it works:**
* Supported on **Shopify Plus only** (not available on other platforms).
* Add through [**On-site content**](https://app.smile.io/on-site/redeem-at-checkout).
* Currently supported in **English only** (even if checkout uses another language).
### Points expiry
**Plan availability:** Points expiry is available on **Growth, Plus and Enterprise** plans.
**What it does:** Sets an expiration timeline for unused points.
**Benefit:** Creates urgency that motivates customers—especially inactive ones—to make another purchase.
**How it works:**
* Rolling expiry periods: options from 3 days to 2 years
* Configure expiry and reminder emails in [**Points Settings**.](https://app.smile.io/reward-programs/points)
### VIP program
**Plan availability:** VIP program is available on **Growth, Plus and Enterprise** plans.
**What it does:** Rewards loyal customers by offering tiers, milestone perks, and entry rewards.
**Benefit:** Incentivizes ongoing purchases and strengthens loyalty.
**How it works:**
* Configure tiers, entry rewards, and perks in [**VIP settings**.](https://app.smile.io/reward-programs/vip)
### Custom actions
**Plan availability:** Custom actions are available on **Plus and Enterprise** plans.
**What it does:** Rewards customers for custom actions like completing a profile, watching a video, or subscribing to a newsletter.
**Benefit:** Increases program value by rewarding a wider range of customer interactions, which helps drive repeat purchases.
**How it works:**
* Follow Smile's [**Custom actions documentation**](https://dev.smile.io/) for setup steps.
* Requires someone with basic HTML and CSS experience.
### Embed points on the product page
**Plan availability:** Embed points on the product page is available on **Standard**, **Growth, Plus, and Enterprise** plans.
**What it does:** Displays how many points customers will earn for a purchase directly on the product page.
**Benefit:** Increases program visibility and encourages purchases by showing real-time rewards value.
**How it works:**
* Supported on **Shopify only** (not available on other platforms).
* Add through [**On-site content**](https://app.smile.io/on-site/product).
### Bonus points campaigns
**Plan availability:** Bonus points campaigns are available on on **Standard**, **Growth, Plus, and Enterprise** plans
**What it does:** Offers customers increased points on orders for a limited time, with the ability to schedule campaigns in advance so they run automatically.
**Benefit:** Creates urgency and incentivizes customers to shop during the campaign window, while making campaign management easier with automated scheduling.
**How it works:**
* Create a campaign in [**Bonus Campaigns**](https://app.smile.io/reward-programs/points-bonuses).
### Nudges
**Plan availability:** Nudges are available on **Essential**, **Standard**, **Growth, Plus, and Enterprise** plans.
**What it does:** Uses on-site reminders to increase program engagement and encourage members to use rewards, spend points, and refer friends.
**Benefit:** Increases redemption rates and encourages repeat purchases.
**How it works:**
* Enable in [**On-site content**](https://app.smile.io/on-site/nudges).
* Once enabled, Nudges appear on thank-you pages and cart pages.
### App integrations
**Plan availability:** App integrations are available on **Essential**, **Standard**, **Growth, Plus, and Enterprise** plans.
**What it does:** Connects Smile to apps like email service providers, review platforms, and more.
**Benefit:** Expands program capabilities with targeted messaging, points for reviews, and added functionality.
**How it works:**
* Explore integrations in the [**Integrations**](https://app.smile.io/integrations) tab.
* Connect directly to supported platforms.
# Email marketing with reward data
Source: https://help.smile.io/en/articles/4036305-email-marketing-with-reward-data
How to promote the program using reward data in email campaigns
Integrating loyalty and reward data with your everyday communications running through your email service provider (ESP) can add a level of personalization that will help strengthen the connection between your customers and your brand. This article provides some examples of how to effectively tailor those emails for maximum effect.
**Feature availability**: App integrations are available on **Essential**, **Standard**, **Growth, Plus, and Enterprise** plans. The number of app integrations you can connect depends on your plan.
**Note: For the purpose of this article, we will be using Mailchimp as an example email service provider (ESP). You may be using one of the other [Smile integrations](/en/integrations/overview) but the same principles will apply.**
## What rewards information can be used with Smile ESP integrations
Each of our email service provider Smile Apps allow you to build custom email campaigns based on data pulled directly from your rewards program.
This data includes a customer's:
* Current points balance
* Current tier name
* Current tier ID
* Referral URL
* Customer State
* Birthday information (with some Smile partners)
## How to send emails to customers based on their rewards information
Smile ESPs make it easy for you to send customized messages to the different customer segments you've already set up with your email service provider.
To do this, log into your ESP. Create a new email campaign and open up the **To** field.
You can then customize which customer segment you'd like to send your email to. In the example above, only customers who have over 500 points will be sent this email.
Ideas for using customer reward segmentation:
* Let customers know about new rewards by sending messages to only those with enough points to redeem it with the **Smile Points Balance** condition
* Run a VIP sale and only invite members of your highest tier with the **Smile VIP Tier Name** condition
* Encourage customers to refer their friends by reminding them about their referral link by adding the **Smile Referral URL** and **is not blank** conditions.
## How to use properties to personalize emails
You can go further than simply segmenting your messages by personalizing emails with your rewards data. You can do this by using reward properties.
With properties, you can add the following information to any email campaign:
* Points balance
* VIP tier
* Referral URL
Each ESP has its own nomenclature for their properties:
* Mailchimp: `*|PROPERTY_NAME_HERE|*.`
* Klaviyo: `{{ person|lookup:'Property Name Here'|default:'' }}`
* Dotmailer: `@PROPERTY_NAME_HERE@`
Note:You will need to manually type in the name of each property to add it to your subject line.
You can also use these properties in a similar way in the body of your email. Unlike in the subject line, your ESP will automatically format the properties for you, all you need to do is select the property from a dropdown menu in the email's text editor (as shown in the image below).
When you actually send out the email, the finished copy will automatically populate each property with each customer's individual information.
## Examples of rewards emails
There are countless examples of using your loyalty and rewards data to personalize your communications. Here are just a few from some of our merchants.
### VIP sale
In the editor:
As viewed by your customers:
### Entering a new VIP tier
In the editor:
As viewed by your customers:
# Maximize points program value generation
Source: https://help.smile.io/en/articles/4036308-maximize-points-program-value-generation
Tips to boost points program performance
Keeping customers engaged and interested in your points program is key to the success of your program.These guidelines will help to boost your points program performance.
## Step 1: Make your first reward easy to earn
Earning rewards is the primary motivator for customers joining your program. Getting a reward is what is truly motivating - not the accumulation of points. That is why you want customers to get rewarded quickly.
You can use [welcome points](https://blog.smile.io/welcome-points-are-vital-to-loyalty) and [birthday rewards](https://blog.smile.io/loyalty-program-birthday-points) to push each new customer's points balance closer to your first reward. Closing the gap between them and their first reward will motivate additional purchases that allow them to redeem for that first valuable reward.
**Tip:** If it takes too many purchases to earn a reward, customers won't be able to find value and will lose interest in your program.
## Step 2: Keep your program easy to understand
When you complicate the way your program is set up, it makes it extremely difficult for customers to understand how to join, how to participate, and the value they can get from it.
### You can simplify your program by doing the following things:
* Start with 5 or less ways to earn points
* Start with 5 or less different rewards
By starting simple, you can add new [earning](https://app.smile.io/reward-programs/points/earning) and [spending](https://app.smile.io/reward-programs/points/spending) rules over time to maximize the value of your program.
Making changes in stages also gives you an ongoing reason to market your program to your customers, creating a continuous communication loop that gives you more opportunities to create engaged repeat customers.
## Step 3: Brand your program
Your rewards program shouldn't be an afterthought, so don't treat it like one!
Customers are more likely to engage with your program if it looks and feels like an extension of your brand. By incorporating it into your complete customer experience, you show your customers that you care about your program. This will prompt them to care in return!
You can brand your program by:
* Setting your [brand colors](https://app.smile.io/display?displaySection=colors)
* Customizing your [Launcher](https://app.smile.io/display/launcher?device=desktop\&displaySection=)
* Customizing your [program card text](https://app.smile.io/display/panel?displaySection=home%2Fvisitor)
* [Adding custom icons to earning and spending rules](https://help.smile.io/en/articles/4088026-customize-the-icon-for-a-way-to-earn-or-redeem)
**Tip:** Our 5 step guide will make sure you've considered every important detail of branding your rewards program.
You can also emphasize your program's branding by including it in more areas of your customer experience, including:
* A dedicated program page
* Your store's navigation bar
* Homepage banners or calls-to-action
* Email marketing
**Tip:** If you're on a [Smile paid plan](https://smile.io/pricing), you can easily put together an amazing email marketing campaign with any of our email service provider (ESP) [Smile Apps.](https://app.smile.io/integrations)
# Maximize referral program value generation
Source: https://help.smile.io/en/articles/4036309-maximize-referral-program-value-generation
Tips to boost referral program performance
Keeping customers engaged and interested in your referral program is key to the success of your program. These guidelines will help to boost your referral program performance.
## Step 1: Reward Senders and Receivers equally
The best referral programs reward both new and returning customers for participating. However, a referral program that doesn't reward both sides **equally** is more likely to suffer poor engagement rates.
By rewarding your Senders and Receivers in the same way (such as \$10 off for each person), you not only make your referral program easier to understand but also increase the sense of shared value. This makes it more attractive to new customers and encourages existing customers to help spread the word about your program.
**Tip:** update your referral rewards and monitor in Smile Analytics to see the change in Completed Referrals.
## Step 2: Use a branded referral message
Your referral message is a fantastic way to expand your marketing reach, especially if you brand it properly. [Customized messaging](https://app.smile.io/reward-programs/referrals/sharing-options) not only increases the trust new customers have in your referral link, but also improves the odds of customers engaging with it.
### You can easily brand your referral messages in a number of ways:
* Include your logo in the share image
* Use images that show what you sell
* Tell the Receiver what's in it for them
* Use words like "I" and "My"
* Keep it current
Each of these small changes can have a huge impact on a customer's desire to share your referral message.
Every brand impression matters, so make sure that each referral your customers share keeps the focus on your business.
**Tip:** a [well crafted referral message](https://blog.smile.io/how-to-craft-the-best-referral-share-messaging) has a big impact, so give it the attention it deserves!\*\* ✨
## Step 3: Make sure your most loyal customers know about it
No one's more qualified to use your referral program than your best customers. With an interest in your brand, your most loyal customers are already your best advocates. That means you should be mobilizing them with your referral program!
### You can promote your referral program with emails by:
* Designing a campaign that targets your best customers
* Describing how your program works
* Letting customers know how they can participate
* Showing customers what they can earn by participating.
Each of these emails will get them excited about earning more rewards and give them the knowledge they need to start spreading the word.
**You can supplement referral email campaigns with:**
* On-site calls-to-action
* A dedicated program page
* Social media marketing
# Maximize rewards program ROI
Source: https://help.smile.io/en/articles/4036310-maximize-rewards-program-roi
Tips to boost rewards program performance
Keeping customers engaged and interested in your rewards program is key to the success of your program.These guidelines will help to boost your overall rewards program performance.
## Can customers find your rewards program?
If you want customers to engage with your program, they need to know it exists and be able to find it! As a result, poor visibility is a leading cause of low engagement rates.
### Ways to find your rewards program:
##### Your website
1. Set up a homepage banner or call-to-action
Since your homepage is where most new customers start getting to know your brand, it's the perfect place to advertise your program.
##### Email marketing campaigns
Email is one of the best ways to keep in touch with your customers and let them know about the value your program has to offer.
**If you just launched your program:**
* Let your customers know that you started a rewards program
* Describe the benefits of joining by answering the question "what's in it for me?"
* Explain how customers can earn rewards
* Invite them to join with a clear call-to-action button that links to your account creation page
**If you already have an existing program:**
* Consistently remind customers that you have a rewards program
* Explain how customers can earn rewards
* Invite them to join or learn more with a clear call-to-action button that links to your account creation/program page
Both of these campaigns give customers a reason to care that you have a program and create a sense of excitement they can't wait to be a part of!
## Do you have a variety of rewards?
Customers won't want to participate in your program if they don't find your rewards valuable. For example, if you run frequent 20% off sales, a 5% off reward isn't very valuable for your members.
Understanding what your customers want from your rewards program is critical to designing rewards that they actually want to earn.
### Some popular rewards are:
* \$ off coupons
* % off coupons
* Free shipping
* Free products
Offer a [variety of rewards](https://app.smile.io/reward-programs/points/spending) to keep customers interested in what your program has to offer. Giving them a choice of how to redeem their points will allow them to engage with your program in the way that makes the most sense for them.
**Tip:** You can monitor whether your members are finding your rewards motivating by viewing the Rewards Issued metric in [Smile Analytics](https://app.smile.io/analytics).
## Can your customers access your rewards easily?
There are few things more demotivating than rewards that seem unattainable. For example, if a customer is required to make ten purchases and complete all of your other [earning actions](https://app.smile.io/reward-programs/points/earning) just to earn your program's first reward, they're not likely to participate.
Keep your program and its rewards desirable by setting challenging but realistic thresholds for each of your rewards. **Smile recommends customers need to make between 1-2 purchases to gain their first reward.**
This will not only increase the likelihood of customers earning and redeeming rewards, but also improve your program's overall customer experience.
**Tip:** If you are running a points program, offer [welcome points](https://blog.smile.io/welcome-points-are-vital-to-loyalty) and [birthday points](https://blog.smile.io/loyalty-program-birthday-points) as easy ways to boost each customer's points balance. This will push them closer to their next reward goal, improving their opinion of your program's value.
# Smile API overview
Source: https://help.smile.io/en/articles/4036313-smile-api-overview
Extend your loyalty program with custom experiences and developer tools.
Learn how the Smile API helps you extend your loyalty program through custom development. This article provides a high-level overview of API access and common use cases. All setup and implementation steps are covered in our developer documentation.
**Feature availability**: The Smile API is available to merchants on the **Plus** and **Enterprise** plans.
## What is the Smile API?
The Smile API lets you extend and customize your Smile loyalty program beyond the default features available in **Smile Admin**, with support from a developer.
Using the API, you can:
* Build custom loyalty and rewards experiences for your storefront or external tools.
* Create [custom ways for customers to earn points](/en/articles/4036268-manage-custom-activity-types).
* Connect Smile with other tools your business uses.
## Who is this for?
The Smile API is best suited for:
* Merchants on the **Plus** or **Enterprise** plan who want to build custom loyalty experiences.
* Teams working with an in-house or external developer.
If you're not working with a developer, you can still use Smile's built-in features to run a complete loyalty program without using the API.
## What merchants should know
Before planning an API-based implementation, keep the following in mind:
* The Smile API is **not a no-code feature** and requires development work.
* API access is only available on the **Plus** and **Enterprise** plans.
* **Webhooks aren't available to merchants.**
* You must be using **Shopify or BigCommerce** as your eCommerce platform to build with the Smile API.
If you're unsure whether your use case requires the API, our support team can help guide you.
## Developer documentation
All technical implementation details—including endpoints, authentication, and code examples—are maintained in our developer documentation.
If you're working with a developer, refer to the developer docs for:
* API and SDK reference material.
* Front-end customization and custom activities.
👉 Visit the **[Smile developer documentation](https://dev.smile.io/)** to get started.
# Improve program performance with email marketing and customer segments
Source: https://help.smile.io/en/articles/4036315-improve-program-performance-with-email-marketing-and-customer-segments
How to improve loyalty program performance using email campaigns to targeted customer segments
Your rewards program holds valuable data about each customer and you can create high value segments for marketing. Below, we'll outline how you can increase new sign-ups, engage inactive members, drive sales, capitalize on untapped opportunities & mobilize your most loyal advocates.
**Note:** You'll need to connect Smile to [one of our email marketing apps](/en/integrations/overview) to execute on these strategies.
## New ways to segment your customers
If you've already started with email marketing, you likely have done some segmentation such as "haven't ordered in 60 days". What you may not have explored yet are the data points from sources outside of your eCommerce store. Some examples of this would be:
* All customers who have left a 5-star review
* All customers who have enough points to redeem your minimum reward, but haven't done so yet
* Visitors who leave an email, but don't create an account or make a purchase
* Customers who have reached a certain tier within your VIP program
This is not meant to be an exhaustive list, but rather shift into thinking about segments in a new way. These data points give us new insights into customers that we can use to drive profitable actions.
## Automated flows that drive value
We can leverage the segments we talked about in the last section to build out automated flows.
**Redemption Flow: Drive Sales**
One of the highest value segments that exists on your eCommerce store are customers who have enough points to redeem a reward. These customers are already loyal & simply need a nudge to make their next order.
Trigger an email to send when someone enters this segment. The copy can be simple & congratulatory, then walk through some of the rewards they can redeem.
**Tip:** This can also be used in abandoned carts! Remind loyal customers they have points instead of offering more discounts :)
**Referral Request: Drive Advocates**
Ask your customers in their happiest moments to advocate on your behalf. You can work & test to define what these "happy" moments might be, but we've identified a couple:
* Post purchase, once they've received their product
* After they've left a positive review
Once you choose an action to trigger this on, create a segment in your ESP. Then trigger an email to send to that segment educating them on the referral program with their personal link in the email.
**Account Creation Flow: Build Your Community**
A lot of customers visit your store, some will buy and even fewer join your community.
At Smile, we firmly believe growing and nurturing your community is core to growing your brand. Once a customer is in your community, they're more likely to engage, re-purchase and advocate on your behalf.
This flow is relatively straightforward and is just augmenting the more traditional welcome flow. It's likely it will make sense to break this into two segments:
* A visitor who hasn't made a purchase: educate them on the store + the rewards
* A purchaser who hasn't made an account: let them know they'll earn points when they create an account & share a little more about the program
**Welcome To The Program: Drive Engagement**
You have a welcome flow for your store, why not for your rewards program! Educate customers on the different aspects of your program & drive them towards a specific next step.
## Campaigns that boost performance
While flows will steadily produce value in the background, sometimes you want to go big. These campaigns will help you break out of the "same old, same old" & motivate your community to a specific action.
* Drive sign-ups: send an email to all non-members before a major sale (Black Friday, for instance) letting them know members will get early access to the sale
* VIP perks: give early notice about new products & sales to certain tiers :)
* VIP perks: ask top tier VIPs for feedback on new products
* Drive social engagement: send an email to all members asking them to do a certain earning action, ex: share our new product on facebook & earn 50 points. [Deep link your CTA](https://docs.smile.io/js/smile-ui-object/deep-links) in the email to the earning section of Smile & change the facebook share URL to your new product
* Nurture your community: send an email to all program members with their status in the program, good opportunity to drive *some* next step (purchase, engage, advocate)
# Understand VIP rewards and perks
Source: https://help.smile.io/en/articles/4036320-vip-rewards-and-perks
Learn the difference between VIP entry rewards and perks, and how each works in your loyalty program.
VIP programs can include both entry rewards and perks to encourage customers to reach and maintain higher VIP tiers. While both offer value to your customers, they work differently within Smile.
**Feature availability**: VIP is available on **Growth, Plus,** and **Enterprise** plans.
## VIP entry rewards
VIP entry rewards are one-time rewards Smile automatically issues when customers enter a VIP tier.
Customers can then redeem the reward like any other reward in your loyalty program.
Entry rewards can be any of the following reward types:
* Amount discount
* Percentage off
* [Free shipping](/en/articles/4036273-configure-free-shipping-rewards)
* [Free product](/en/articles/4036272-configure-free-product-rewards)
* Gift card (Shopify only)
* [Store credit](/en/articles/configure-store-credit-rewards)
* Points
Additional reward options may be available through [Smile integrations](https://help.smile.io/en/integrations/list).
To learn how to configure entry rewards, see [Configure VIP tier entry rewards](/en/articles/4036325-configure-vip-tier-entry-rewards).
**Note:** Some reward types are only available on certain Smile plans or eCommerce platforms. See the documentation for each reward type to learn about its availability and configuration.
## VIP perks
VIP perks are ongoing benefits customers receive while they remain in a VIP tier.
Unlike VIP entry rewards, perks are managed outside of Smile. Smile displays the perks included with each tier, while merchants manage the perk experience.
Common VIP perks include:
* Early access to new product launches
* Priority customer support
* Exclusive products or collections
* Complimentary gifts
* Invitations to special events
To learn how to add perks to your VIP tiers, see [Configure VIP perks](/en/articles/4036326-add-vip-perks).
## Entry rewards vs. perks
| | VIP entry rewards | VIP perks |
| :------------ | :---------------------------------------- | :---------------------------------------------------- |
| **When** | Issued once when a customer enters a tier | Available for as long as a customer remains in a tier |
| **Issued by** | Smile, automatically | The merchant |
## How VIP rewards and perks work
* Entry rewards are only issued when a customer moves into a higher tier. They are not issued when a customer retains their current tier or drops to a lower one.
* If your VIP program resets each year, customers who maintain their tier after the reset do not receive the tier’s entry rewards again.
* Customers who move to a lower tier after a reset can earn entry rewards again later if they re-qualify for a higher tier. Smile treats this as a new tier promotion.
* If a customer skips tiers — for example, moving from Bronze directly to Platinum — Smile issues entry rewards for every tier they passed through, not just the final tier.
* Perks are display-only in Smile. Smile shows the perk name to customers in the panel but does not track, send, or verify delivery.
* You can offer ongoing points-based benefits to customers in specific tiers by setting up VIP-tier earning conditions. See [Configure points earning limits](/en/articles/4036269-configure-points-earning-limits) for details.
# Understand VIP tier milestones
Source: https://help.smile.io/en/articles/4036321-understand-vip-tier-milestones
How VIP tier milestones work and how different settings impact customer progression.
VIP tier milestones determine how customers move through your VIP program. They define what a customer needs to do to unlock each tier and how their progress is tracked over time.
When setting up milestones, you’ll choose:
* How progress is measured (points or amount spent)
* How progress is tracked over time (calendar year or lifetime)
These settings determine how customers earn, maintain, and progress through VIP tiers.
**Feature availability**: VIP is available on **Growth, Plus,** and **Enterprise** plans.
## Milestone types
### Points-based milestone
Customers enter VIP tiers based on the number of points they earn. Because points can be awarded for more than just purchases, this option allows for more flexible progression.
**Best for:**
* Rewarding multiple actions (purchases, social actions, and other engagement)
* Encouraging ongoing interaction beyond spending
**Important details:**
* Customers may reach tiers without high spending if many non-purchase actions are rewarded.
* If you've enabled the [points delay](/en/articles/configure-points-delay-for-orders) setting for orders, pending points don't count toward VIP tiers — customers won't move up until their points are released.
### Amount spent milestone
Customers enter VIP tiers based on how much they spend. This ties VIP progression directly to revenue.
**Note:** **Amount spent** is calculated using the **Grand Total** of each order marked as **Paid**, excluding any discounts used. This includes shipping fees and taxes.
**Best for:**
* Rewarding high-value customers
* Keeping VIP tiers closely aligned with purchase behavior
**Important details:**
* Only purchases contribute to tier progression.
* Orders count toward a customer's tier as soon as they reach a status matching your order settings — unlike points, there is no option to add a time-based delay.
* Tier progression is typically slower but more predictable.
## Milestone timeframes
### Lifetime
Customer progress never resets. Customers move through VIP tiers based on their total activity over time. Once they reach a tier, they keep it permanently.
**Best for:**
* Rewarding **long-term loyalty**
* Letting customers progress at their own pace
* Creating a more **stable VIP experience**
**Important details:**
* Customers **do not need to re-qualify** for their tier
* Customers **cannot move down tiers** once they’ve advanced
### Calendar year
Customer progress is measured within a single calendar year and resets at the start of the next year.
**Best for:**
* Customers who make **frequent purchases throughout the year**
* Encouraging **consistent repeat purchases**
* Reducing time between purchases
**Important details:**
* Customers must **re-qualify each year** to maintain their tier
* Customers can **move down tiers** if they don’t re-qualify
#### How Calendar year works
When a customer reaches a VIP tier, they keep it:
* For the remainder of the current year
* For the entire next calendar year
**Note**: When using the Calendar year method, start dates before the current calendar year automatically reset to January 1 of the current year.
**Example:**
* A customer reaches **Gold** in November 2026
* They keep Gold for the rest of 2026 and all of 2027
* During 2027, they must re-qualify to keep Gold in 2028
If they don’t re-qualify, their tier is recalculated based on their activity in that year.
**Note:** Milestone progress is only tracked while a customer is eligible to participate in your loyalty program. If your participation setting is set to *Only customers who have a store account*, milestone progress begins once a customer becomes a member of your program. Activity completed before becoming a member is not tracked retroactively. To learn more about participation settings, see [Configure program participation](/en/articles/4536631-configure-program-participation).
## Choosing the right setup
Your milestone type and timeframe should reflect your program goals:
**Choose a milestone type:**
* Want to encourage engagement beyond purchases? → **Points-based**
* Want to reward spending directly? → **Amount spent**
**Choose a timeframe:**
* Want customers to stay active every year? → **Calendar year**
* Want long-term progression without resets? → **Lifetime**
You can combine these settings to create the experience that best fits your program.
Once you’ve chosen your milestone type and timeframe, you can configure your VIP program in **[Configure VIP settings](/en/articles/4036300-configure-vip-settings).**
# Configure VIP tiers
Source: https://help.smile.io/en/articles/4036322-add-vip-tiers
Learn how to add VIP tiers during setup or after your VIP program is active.
VIP tiers let you reward your most loyal customers and encourage repeat purchases over time.
You can add tiers while setting up your VIP program for the first time, or later after your program is already active. The steps are similar, but active programs must be temporarily deactivated before some changes can be made.
**Feature availability:** VIP is available on Growth, Plus, and Enterprise plans.
## Configure VIP tiers during initial setup
When setting up your VIP program for the first time, you can add tiers before enabling the program.
1. In your Smile admin, go to **Program > [VIP](https://app.smile.io/reward-programs/vip)**.
2. In the **VIP tiers** section, click **Add tier**.
3. Enter the following:
* Tier name
* Milestone requirement
4. Click **Save**.
5. After saving, additional tier settings will become available. Configure the following:
* Tier icon
* Entry rewards
* Perks
6. Click **Save** again.
7. Repeat these steps to add additional tiers.
8. When you're finished, return to your VIP dashboard to **Activate** your VIP program.
**Note:** You need at least two VIP tiers before you can activate your VIP program.
## Add a VIP tier to an active program
If your VIP program is already active, it must be temporarily deactivated before you can add a new tier.
1. In your Smile admin, go to **Program > [VIP](https://app.smile.io/reward-programs/vip)**.
2. In the **VIP tiers** section, click **Add tier**.
3. A banner will appear prompting you to deactivate your program before continuing. Click **Deactivate program**.
4. Enter the following:
* Tier name
* Milestone requirement
5. Click **Save**.
6. After saving, additional tier settings will become available. Configure the following:
* Tier icon
* Entry rewards
* Perks
7. Click **Save** again.
8. Return to your VIP dashboard and click **Activate** your VIP program.
## Customize a VIP tier
After creating a tier, you can edit its settings at any time.
1. In your Smile admin, go to **Program > [VIP](https://app.smile.io/reward-programs/vip)**.
2. In the **VIP tiers** section, select the tier you want to update.
3. Update your tier settings.
4. Click **Save** to apply your changes.
The following settings can be updated while your VIP program is active:
* Tier icon
* Entry rewards
* Perks
The following settings require your VIP program to be temporarily deactivated before changes can be made:
* Tier name
* Milestone requirement
## Delete a VIP tier
You can delete a VIP tier you no longer need. To delete a tier, your VIP program must first be deactivated. **The entry-level VIP tier can't be deleted.**
**Important:** Deleting a VIP tier requires you to deactivate your VIP program first. When you reactivate your program, Smile recalculates customer VIP tiers using your updated tier configuration. This may change the VIP tier of existing customers. For more information, see [**Deactivate or reactivate your VIP program**](/en/articles/11801166-deactivate-or-reactivate-vip-program).
1. From **Smile Admin**, navigate to **Program** > [**VIP**](https://app.smile.io/reward-programs/vip).
2. If your VIP program is active, click **Deactivate program**.
3. In the **VIP tiers** section, select the tier you want to delete.
4. Scroll to the bottom of the tier settings page and click **Delete**.
5. In the confirmation dialog, click **Delete tier**.
The tier is permanently deleted and can no longer be assigned to customers.
# Customize VIP tier icons
Source: https://help.smile.io/en/articles/4036323-customize-vip-tier-icons
How to customize the icons used in your VIP tiers.
Custom tier icons help create a more branded experience for your loyalty program. You can also use your tier icons in your marketing to build excitement around your VIP program.
**Feature availability**: VIP is available on **Growth, Plus,** and **Enterprise** plans.
## Customize VIP tier icons
1. From Smile Admin, go to **Program > [VIP](https://app.smile.io/reward-programs/vip)**.
2. Click the name of the tier you want to customize.
3. In the **Display** section, upload your icon in the **Tier icon** field.
4. Click **Save**.
Your custom icon will appear in the Smile customer panel for members in that tier.
### Image requirements
* At least 90 × 90 pixels
* Square dimensions
* JPG or PNG format only
# Configure VIP tier entry rewards
Source: https://help.smile.io/en/articles/4036325-configure-vip-tier-entry-rewards
Add entry rewards to your VIP tiers to automatically reward customers when they reach a new tier.
Before you can configure entry rewards, make sure your [VIP tiers are already configured.](/en/articles/4036322-add-vip-tiers)
When a customer enters a VIP tier with an entry reward configured, Smile automatically issues the reward. This article explains how to add entry rewards to each tier.
**Feature availability**: VIP is available on **Growth, Plus,** and **Enterprise** plans.
## Add an entry reward to a VIP tier
1. From Smile admin, navigate to **Program** > **VIP**.
2. In the **VIP tiers** section, select the tier you want to add a reward to.
3. In the **Entry rewards** section, click **Add reward**.
4. Select a reward type.
5. Configure the reward details.
6. Click **Create**.
Repeat these steps to add more entry rewards to the same tier or to configure entry rewards for other tiers.
## Delete an entry reward from a VIP tier
1. From Smile admin, navigate to **Program** > **VIP**.
2. In the **VIP tiers** section, select the tier you want to remove the reward for.
3. In the **Entry rewards** section, click the reward.
4. Click **Delete**.
5. Confirm and click **Delete reward**.
## Important considerations
* Entry rewards are only issued when a customer moves to a higher tier. Smile does not issue entry rewards when a customer retains their current tier or moves to a lower tier.
* Entry rewards are not issued when tiers are assigned through a CSV import or during the initial tier calculation when a VIP program is first activated.
* To learn more about available reward types and VIP perks, see [Understand VIP rewards and perks](/en/articles/4036320-vip-rewards-and-perks).
# Configure VIP perks
Source: https://help.smile.io/en/articles/4036326-add-vip-perks
Add perks to your VIP tiers to provide ongoing benefits to customers in each tier.
Before you can configure perks, make sure your [VIP tiers are already configured.](https://help.smile.io/en/articles/4036322-add-vip-tiers)
Perks are benefits customers receive while they remain in a VIP tier. This article explains how to add perks to each tier.
**Feature availability**: VIP is available on **Growth, Plus,** and **Enterprise** plans.
## Add a perk to a VIP tier
1. From Smile Admin, navigate to **Program** > **VIP**.
2. In the **VIP tiers** section, select the tier you want to edit.
3. In the **Perks** section, click **Edit perks**.
4. Enter the perk name in the **New perk** field.
5. Click **Add**.
6. Click **Save**.
Repeat these steps to add more perks to the same tier or to configure perks for other tiers.
## Remove a perk from a VIP tier
1. From Smile Admin, navigate to **Program** > **VIP**.
2. In the **VIP tiers** section, select the tier you want to edit.
3. In the **Perks** section, click the **X** icon beside the perk you want to remove.
4. Click **Save**.
## Important considerations
* Perks are informational only and are not managed by Smile. You’ll need to set up and deliver each perk outside of Smile. To learn more about how VIP rewards and perks work, see [Understand VIP rewards and perks](/en/articles/4036320-vip-rewards-and-perks).
* Use clear perk names so customers understand the benefits included in each VIP tier.
# Change customer VIP tier
Source: https://help.smile.io/en/articles/4036327-change-customer-vip-tier
Learn how to manually adjust a VIP tier for a single customer, or update multiple customers at once using a CSV import.
Customers VIP tiers can be adjusted individually or in bulk using a CSV import. The behavior - such as email notifications and entry rewards - depends on which adjustment method you use.
**Feature availability**: VIP is available on **Growth, Plus,** and **Enterprise** plans.
## Adjust VIP tier for a single customer
**Important:** Customers can only be moved into a higher tier. It is not possible to manually downgrade a customer to a lower tier.
To manually adjust a single customer's VIP tier:
1. In Smile Admin, navigate to [**Customers**](https://app.smile.io/customers).
2. Search for the customer you want to adjust.
3. Select the customer.
4. In the **VIP** card, click **Change tier**.
5. Select the new VIP tier.
6. (Optional) Enter internal notes in the **Reason for change** field.
7. Click **Change tier**.
## What happens when you adjust a single customer's tier
After manually adjusting a single customer's VIP tier, they:
* **Will** receive any entry rewards associated with that tier.
* **Will** receive an email notification, if VIP emails are enabled.
* **Will** see their updated tier in the Smile Panel when logged in.
## Adjust VIP tiers for multiple customers
**Important:** Importing VIP tiers will only adjust the tiers of **existing** customers moving into a **higher** tier. It will not create new customers.
To adjust VIP tiers in bulk:
1. In Smile Admin, navigate to [**Customers**](https://app.smile.io/customers).
2. Click the **Adjust customers** button.
3. Select **Adjust VIP tiers**.
4. Upload a completed [CSV file](https://app.smile.io/samples/sample-vip-tier-import.csv) containing customer emails and their new tiers.
5. Click **Import tiers**.
**Note:** VIP tier names in your CSV must **exactly match** the tier names in your Smile settings. The text is case-sensitive.
## What happens when you adjust tiers via CSV import
When adjusting multiple VIP tiers using a CSV upload, customers:
* **Will not** receive any entry rewards for their new tier.
* **Will not** receive a tier change email notification.
* **Will** see their updated tier in the Smile Panel when logged in.
**Note:** If your VIP program has never been launched, changes made via import will not be visible until the program is activated. Once active, customers will be placed in the tiers specified in your previous import(s).
# VIP program tier rewards and customer email notifications
Source: https://help.smile.io/en/articles/4036329-vip-program-tier-rewards-and-customer-email-notifications
How VIP program tier entry rewards and customer emails work
As a rule, we will only issue tier rewards when a customer's VIP tier is increasing (relative to their current tier). We do not issue rewards when a customer retains their current tier, or drops to a lower tier. In contrast, we will *always* send notifications when a customer's tier or tier expiry changes (regardless of whether they're moving up, down, or retaining their existing tier).
The only exceptions to these rule are mass tier imports (CSV), and initial tier calculations (when a program is enabled). Neither of these actions will result in tier rewards being issued, or notifications being sent.
**Feature availability**: VIP is available on **Growth, Plus,** and **Enterprise** plans.
## When rewards are issued and when are email notifications sent
| **Scenario** | **Rewards issued** | **Emails sent** |
| ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | ------------------ | --------------- |
| **Mass tier import (CSV)** | 🚫 No | 🚫 No |
| **Initial tier calculation on program enablement** *e.g. when the VIP program is turned on for the very first time and all customers are sorted into tiers* | 🚫 No | 🚫 No |
| **Initial tier calculation on subsequent program enablement** *e.g. when the VIP program is turned off and then back on again and all customers are re-sorted into tiers* | 🚫 No | 🚫 No |
| **Customer manually placed into a higher tier** *e.g. a store employee moving a customer to a higher tier as an apology for an order issue* | ✅ Yes | ✅ Yes |
| **Customer achieves a higher tier** *e.g. by placing an order or earning points for performing a rewardable action* | ✅ Yes | ✅ Yes |
| **Customer retains their existing tier** *e.g. by spending or earning enough to keep their current tier for an additional year* | 🚫 No | ✅ Yes |
| **Customer drops into a lower tier** *e.g. at the end of the year, the customer hasn't spent/earned enough to stay in their tier* | 🚫 No | 🚫 No |
| **Customer added to program/tier** *e.g. customer signs up or places their first order* | ✅ Yes | 🚫 No |
# Customize the icon for a way to earn or redeem
Source: https://help.smile.io/en/articles/4088026-customize-the-icon-for-a-way-to-earn-or-redeem
Upload a custom icon for a way to earn or a way to redeem.
Smile automatically generates an icon for a way to earn or redeem when it is created, however you can upload a custom icon for an earning or redeeming action to personalize your loyalty program and match your brand.
## Upload a custom icon for a way to earn or redeem
A custom icon is visible for customers in the Smile panel and any emails sent from Smile for this action.
To upload a custom icon for a way to earn or redeem:
1. In Smile Admin, navigate to **Program** > [**Points**](https://app.smile.io/reward-programs/points).
2. In the **Ways to earn** or **Ways to redeem** card find the action you'd like to modify, click **Edit.**
3. In the **Icon** card, choose **Upload your own.**
4. Click **Add image.**
5. Upload the image you'd like to use for the icon. The image must be 90px by 90px.
6. Click **Save.**
Changes may take up to 15 minutes to be reflected on your store.
**Note:** Updating a custom icon only affects future redemptions. Rewards that were redeemed before the change will continue to display the icon that was assigned when they were redeemed.
# How to get help with Smile
Source: https://help.smile.io/en/articles/4495476-how-to-get-help-with-smile
Learn how to connect with the Smile team for technical support, onboarding help, or general questions.
Our Merchant Experience Team is here to make sure you get the right help when you need it. We work in a shared support model, so you have access to the expertise of our entire team — whether you need technical guidance, strategic advice, or help using Smile.
## If you have questions about your existing loyalty program
If you can't find what you need in our **[Help Center](/en/),** our Merchant Experience Team can help you directly.
You can reach us anytime through:
* **In-app chat**: Message our team directly for guidance.
* **Email:** [help@smile.io](mailto:help@smile.io)
Our team will respond as soon as possible to make sure your question gets answered quickly.
## If you're new to Smile
If you're exploring Smile or want to learn how to get started, we have several ways to help you:
* **In-app chat**: Message our team directly for guidance.
* **Demo**: Check out our **[demo store](https://smile-plus-demo.myshopify.com/)** to see Smile in action (password: smile).
* **Email**: [help@smile.io](mailto:help@smile.io)
* **Book a call**: [Book your spot](https://smile.io/#get-in-touch) to ask questions about Smile's features, integrations, and plans with a member of our team.
**Note:** We sometimes hear from people trying to reach **Smiles UAE**, which is a different company and not affiliated with **[Smile.io](http://Smile.io)**. If you're trying to contact **Smiles UAE**, please reach out to their team directly:
* **Email:** [feedback@smilesuae.ae](mailto:feedback@smilesuae.ae)
* **In-app chat:** [Etisalat Smiles App](https://www.etisalat.ae/en/c/mobile/smiles.html)
* **Website:** [smiles.etisalat.ae](https://www.smilesuae.ae/Smiles-Portal-1.0.0/#/)
# Configure program participation
Source: https://help.smile.io/en/articles/4536631-configure-program-participation
Use program participation settings to manage which customers can participate in your loyalty program.
Program participation settings allow you to control which customers can participate in your loyalty program. By default, **all customers** can participate, including guest customers. This helps expand the reach of your loyalty program by allowing more customers to earn points, refer friends, and engage with VIP incentives from their first purchase.
Customers can also receive loyalty emails tied to these program activities, depending on which program features and earning rules are live.
To learn more about how Smile defines members and guest customers, review our guide to [understanding customer types](/en/articles/4036221-understand-customer-types).
**Feature availability**: Program participation settings are available for merchants on **Shopify** only. On BigCommerce, only customers with a store account can participate in your loyalty program. This setting is not configurable.
**Note:** Program participation settings only apply to your online loyalty program, these settings do not apply to Shopify POS. To learn about Shopify POS you can review our article on [understanding in store settings.](/en/articles/4036277-set-up-in-store-points-earning#set-up-in-store-points-earning)
## How participation works when all customers can participate
When all customers can participate in your loyalty program, guest customers can earn points, be assigned referral links, and engage with VIP incentives. Guest customers will need to log in to their customer account to redeem points and access loyalty features available through the Smile panel.
### Points
All customers on your store earn points on eligible orders.
Guest customers will need to log in to their customer account to redeem points and earn additional points that are only available through the Smile panel.
Points earned by guest customers are associated with their purchases and become available once they log in to their customer account.
Guest customers can also receive points earned emails for orders and points expiry emails, as long as those emails are enabled and the related earning rules are live.
### Referrals
All customers on your store receive a unique referral link. Customers with a store account can log in to view and share their referral link.
Guest customers are also assigned a referral link. If you have a supported [email service provider (ESP) integration configured](https://help.smile.io/en/integrations/list), you can include their referral link in email campaigns.
Guest customers can still receive referral emails for completed referrals, as long as those emails are enabled and the referral program is live.
### VIP
**Feature availability**: VIP is available on **Growth**, **Plus**, and **Enterprise** plans.
Guest customers will be placed into tiers alongside customers who have customer accounts. As customers move up tiers, they earn entry rewards and receive any enabled VIP emails.
### Integrations
Third-party integrations with earning rules apply to guest customers.
For example, if your store uses an integration with a review platform such as [Judge.me](http://Judge.me), guest customers can earn points for leaving reviews.
## Restrict participation to customers with store accounts (members only)
By default, all customers can participate in your loyalty program. If you prefer, you can limit participation to only customers who have a store account (members).
To change your program participation setting:
1. In Smile Admin, navigate to **Settings > [Program Participants](https://app.smile.io/settings/customer-accounts)**.
2. Select **All customers** or **Only customers who have a store account**.
3. Click **Save**.
### Impact of restricting participation
When you switch from **All customers** to **Only customers who have a store account**:
* Guest customers will no longer earn points on orders.
* Guest customer referral links will no longer work and will redirect visitors to your store homepage.
* Any pending referrals will still be rewarded when the referred friend completes a qualifying order.
* Guest customers will be removed from VIP tiers. This process can take up to 24 hours to complete.
* Any previously earned points and rewards will remain associated with the customer.
* If a guest customer later becomes a member, they will begin earning toward VIP milestones from that point forward. Activity completed before becoming a member is not tracked retroactively toward VIP tiers.
# Cancel a points redemption
Source: https://help.smile.io/en/articles/4668896-cancel-a-points-redemption
Cancel a customer's redemption by refunding their points and canceling the reward code.
Canceling a points redemption lets you refund the points spent and, if possible, remove the associated reward coupon from the customer's account.
## Canceling a points redemption
**Important:** This feature is only available in Smile Admin. Customers cannot refund their own points or cancel a reward redemption.
A points redemption can be canceled in two ways within Smile Admin:
* **From a customer profile** — best if you already know the customer's details.
* **From the program activity section** — useful if you want to review all recent redemptions and cancel from there.
#### To cancel points from a customer profile:
1. In Smile Admin, navigate to **[Customers](https://app.smile.io/customers)**.
2. Search for the customer and select their profile.
3. In the **Activity** card, find the redemption you want to cancel.
4. Click the name of the **Action**.
5. Click **Refund points**.
#### To cancel points from program activity:
1. In Smile Admin, navigate to **Program** > **[Activity](https://app.smile.io/reward-programs/activity)**.
2. Find the redemption you want to cancel.
3. Click the name of the **Action**.
4. Click **Refund points**.
## Behavior when a redemption is canceled
When a points redemption is canceled, the outcome depends on the status of the reward coupon. You can view the reward status by clicking the name of the **Action** in the steps above.
| **Reward status** | **Behavior when clicking Refund points** |
| ------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Unused** – The customer has not used the reward coupon yet. | The unused coupon is removed from the customer's account, and points are automatically refunded. A note is added to the account stating the redemption was canceled. |
| **Unused**, but the spending rule no longer exists. | The coupon cannot be canceled, and you will see an error message. You can still refund the points by clicking **Refund points anyway**, but the coupon's status will remain unchanged. |
| **Used** – The customer has already used the reward coupon. | The coupon cannot be canceled. You can still refund the points by clicking **Refund points**, but the discount code will remain as used. |
| **Untracked** – The reward is not tracked in our system. | You can refund the points by clicking **Refund points**, but we cannot track the coupon for past or future use. |
| The reward has already been refunded externally. | A message will display the date the refund occurred, and no further action will be available. |
**Tip:** To cancel a referral-generated reward, see our [Cancel a referral](/en/articles/4036297-cancel-referral) guide. For a VIP entry reward, see our [Cancel VIP rewards](/en/articles/4036284-cancel-vip-rewards) guide.
# Can I use Smile across multiple stores?
Source: https://help.smile.io/en/articles/4779003-connecting-to-multiple-stores
Learn how Smile works if you have more than one online store.
Each Smile account is connected to a single online store. If you have multiple stores, you'll need to install a separate Smile account on each one.
Each store operates as an independent loyalty program. This means:
* Customers can't earn points in one store and redeem them in another.
* Points, rewards, referrals, VIP status, and customer data aren't shared between stores.
* Changes made in one Smile account don't affect any other Smile account.
You can't move an existing Smile account from one store to another. If you're moving to a new store, you'll need to create a new Smile account and migrate your loyalty program. For the migration process, see our guide to [**moving your Smile loyalty program**](/en/articles/13370251-move-a-smile-loyalty-program-to-a-new-ecommerce-platform).
# Configure reward restrictions
Source: https://help.smile.io/en/articles/4779069-configure-reward-restrictions
Restrict rewards by minimum purchase amount or product collection.
Adding restrictions to your rewards lets you define how they can be used. You can require a minimum spend or limit a reward to a specific product collection.
**Note:** To add a new reward, follow our guide on [configuring ways to redeem points](/en/articles/4036271-configure-ways-to-redeem-points).
## Require a minimum purchase amount
Adding a minimum purchase amount ensures that a customer must spend at least this amount to apply the reward.
A minimum purchase restriction can only be added to **Amount discount**, **Percentage off,** and **Free product** rewards.
To add a minimum purchase requirement:
1. In Smile Admin, navigate to **Program** > [**Points**](https://app.smile.io/reward-programs/points).
2. In the **Minimum requirement** card, select **Minimum purchase amount**.
3. Enter the minimum dollar value.
4. Click **Save**.
**Note:** When you add a minimum purchase amount to a **Free product** reward, the minimum spend applies **only to the price of the product being discounted**, not to the customer's total cart value.
## Limit to a specific collection
To restrict a reward to certain products, you can limit it to specific collections in your store.
**Important:** This feature is only available for merchants on **Shopify**. The collection you want to select must already [exist in Shopify](https://help.shopify.com/en/manual/products/collections) before following the steps below.
To add a collection restriction to a reward:
1. In Smile Admin, navigate to **Program** > [**Points**](https://app.smile.io/reward-programs/points).
2. In the **Ways to redeem** card, find the reward you want to modify, and click **Edit**.
3. In the **Applies to** card, select **Specific collection**.
4. Use the dropdown to select the collection you'd like to restrict the reward to.
5. Click **Save**.
**Note:** A collection restriction can only be added to **Amount discount** and **Percentage off** rewards.
# JavaScript SDK
Source: https://help.smile.io/en/articles/4891875-javascript-sdk
Enable the JavaScript SDK to use Smile.js in custom JavaScript.
This article outlines when the JavaScript SDK is required and when it isn't.
## When you need the JavaScript SDK
You need to enable the JavaScript SDK if you want to:
* Open the Smile Panel using JavaScript.
* Use methods, objects, or event listeners from Smile.js.
* Reward points for custom actions using JavaScript. (✅ Custom actions are available on **Plus and Enterprise** plans only.)
On **Shopify** and **BigCommerce**, enabling the JavaScript SDK automatically loads **Smile.js** and the full Smile UI on your storefront.
## When you don't need the JavaScript SDK
If you're not using custom JavaScript, you don't need to enable the JavaScript SDK.
Even when the JavaScript SDK is **disabled**, you can still:
* Open the Smile Panel using **[URL-based deep links](/en/articles/4036219-use-deep-links-to-open-the-panel)**.
## Using Smile.js outside your storefront
Using **Smile.js** on a different website or storefront (outside of your primary Shopify or BigCommerce store) is an advanced use case.
In addition to enabling the JavaScript SDK, this requires API Access.(✅ API Access available on **Plus and Enterprise** plans only.)
## How to enable or disable JavaScript SDK
To update this setting:
1. From **Smile Admin**, go to **Settings > [Developer Tools](https://app.smile.io/settings/developer-tools)**.
2. In the **JavaScript SDK** section:
* Click **Enable** if you need Smile.js for custom JavaScript.
* Click **Disable** if you don't.
If you're not using JavaScript-based customization, keeping this disabled can help reduce load times.
# Supported reward types
Source: https://help.smile.io/en/articles/4967798-supported-reward-types
Learn which reward options are available for each eCommerce platform.
Each eCommerce platform supports different reward types. This guide shows which rewards are available on each platform, along with any Smile plan requirements.
## Reward comparison table
| **Reward type** | **Shopify** | **Shopify POS** | **BigCommerce** |
| ------------------------------------------------------------------------------------------- | ---------------- | --------------- | ---------------- |
| Amount discount | ✅ | ✅ | ✅ |
| Percentage off | ✅ | ✅ | ✅ |
| [Free shipping](/en/articles/4036273-configure-free-shipping-rewards) | ✅ | — | ✅ |
| [Free product](/en/articles/4036272-configure-free-product-rewards) | ✅ (*Essential+*) | — | ✅ (*Essential+*) |
| [Gift card](/en/articles/4036279-comparing-gift-card-and-discount-rewards) | ✅ (*Essential+)* | — | — |
| [Shopify Store credit](/en/articles/configure-store-credit-rewards) | ✅ (*Standard+)* | — | — |
| BigCommerce Store credit | — | — | ✅ (*Essential+*) |
| [Subscription rewards](/en/articles/12258089-configure-loyalty-discounts-for-subscriptions) | ✅ (*Standard+)* | — | — |
### Notes
* **✅** = Available on all Smile plans (including Free)
* **✅** (*Essential+)* = Requires a Smile Essential plan or above
* **✅** (*Standard+)* = Requires a Smile Standard plan or above
* **—** = Not available
# Why your Smile changes aren't showing right away
Source: https://help.smile.io/en/articles/5128059-why-your-smile-changes-aren-t-showing-right-away
How caching can delay the visibility of recent changes.
If you've just made a change in Smile and don't see it visible yet, it may be due to caching. Caching helps Smile load faster, but it can briefly delay when recent updates appear across customer-facing areas of your program.
## What is caching in Smile
**Definition:** Caching temporarily stores data so Smile can load your loyalty program faster on your website. By saving some information for a short time, Smile reduces loading delays and improves your customers' experience.
## Why Smile uses caching
When Smile loads on your website, it needs to fetch your **loyalty program configuration** from our servers.
Caching allows us to store that configuration temporarily so the **loyalty launcher and panel** can appear almost instantly — even when your store has heavy traffic.
### What caching does for your site
* Speeds up loading times for your loyalty program
* Ensures consistent performance for every visitor
* Reduces unnecessary data requests from your site to Smile's servers
## How caching works in Smile
### What data is cached
The following data is stored temporarily (for 15 minutes) to improve load speed:
* **Program-level configurations:** earning and spending rules, VIP tiers and perks, referral options
* **Visual styles and text:** colors, headings, positioning, and panel content
### What data isn't cached
Sensitive or dynamic customer information is never cached. This ensures customer-specific information always displays the most up-to-date details. This includes:
* Points balance
* Current VIP tier
* Referral URL
* Points history
## What caching means for your store
Because Smile caches some data for a short time, changes you've just made may not appear immediately on your site — this only affects when those changes become visible.
Here are some examples:
* You launch your loyalty program, but the launcher and panel may take **up to 15 minutes** to appear.
* You change an earning or spending rule, but don't see the update reflected right away.
* You update your panel text or styling, and it takes a few minutes for the changes to show.
**Workaround:** If you want to preview your updates right away without waiting for the cache to refresh, you can add `/?smile_no_cache=true` to the end of your store URL.
**Note:** Browser caching can also lead to delays in displaying recent updates, since browsers may store older versions of your site. Try clearing your browser cache or using an incognito window if you're not seeing your most recent changes.
## Important notes
* If you're checking right after making a change, it usually appears within about 15 minutes. In rare cases, it may take up to 25 minutes to fully update across your site.
* Even if changes aren't visible immediately due to caching, they take effect right away. For example, if you update your earning rule from "Earn 1 point for every \$1 spent" to "Earn 2 points for every \$1 spent," new orders will earn points based on the new rule as soon as you hit **Save** in Smile Admin. Only the launcher and panel display may take up to 15 minutes to update.
* Caching only affects how quickly updates appear — it doesn't change how earning rules, rewards, or customer data work.
## Quick answers
**How long does Smile cache data?**
Most cached data refreshes every **15 minutes**. In some cases, it may take slightly more or less time.
**Does caching affect customer balances or VIP tiers?**
No. Customer-specific information like points and tiers is **never cached**.
**Can browser caching affect how Smile appears?**
Yes. Your browser may temporarily store older versions of your site, which can delay how soon updates appear. Try refreshing your site or clearing your browser cache to see the latest version.
**Can I clear Smile's cache manually?**
No — caching happens automatically on Smile's servers. Updates will show after the cache refreshes, usually within 15 minutes.
# Understand points expiry
Source: https://help.smile.io/en/articles/5348802-understand-points-expiry
Learn how points expiry works, when customers are considered inactive, and how customers are notified about expiring points.
By default, points earned or issued through your reward program do not expire and remain in the customer's account forever. When points expiry is enabled, customers' points balances are reset to zero after a specified period of inactivity. Before a customer's points balance is reset to zero, they are sent warning emails to give them an opportunity to prevent their points from expiring.
**Feature availability**: Points expiry is available on **Growth, Plus, and Enterprise** plans.
## Customer activity & inactivity
Anything that changes a customer's points balance is considered "activity" and will prevent their points from expiring. This includes earning more points (whether from placing orders, social sharing, celebrating a birthday, etc), redeeming points (for discounts), or manually being issued points (including via a points import).
For the purposes of points expiry, the customer is considered inactive if during the specified points expiry period, the customer has not had any activity.
## When points expire
A customer's entire points balance expires all-at-once, and each individual point earned does not have it's own specific expiry date. Points expiry dates are calculated in UTC. The date that a customer's points balance expires is based on whichever is the later of:
* The date of the customer's [last activity](#customer-activity-and-inactivity), OR
* The date points expiry was enabled, OR
* The date that the expiry period was updated (only when reducing the expiry period)
The points expiry period is then added to this date to determine when the customer's points balance will be reset to zero if no further activity occurs. If additional activity occurs before the expiry date, then the expiry date is recomputed and no points are removed in the meantime.
| **Scenario** | **Expiration** |
| ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | ----------------------------------------------- |
| - Customer earns **500 points** on **Jan 1, 2024** - Points expiry enabled on **Feb 1, 2024** with **1 year** expiry period - No additional customer activity | Points balance reset to zero on **Feb 1, 2025** |
| - Customer earns **500 points** on **Jan 1, 2024** - Points expiry enabled on **Feb 1, 2024** with **1 year** expiry period - Customer redeems **200 points** for a discount on **Mar 1, 2024** - No additional customer activity | Points balance reset to zero on **Mar 1, 2025** |
| - Points expiry enabled on **Feb 1, 2024** with **1 year** expiry period - Customer earns **500 points** on **May 1, 2024** - No additional customer activity | Points balance reset to zero on **May 1, 2025** |
| - Points expiry enabled on **June 1, 2024** with **1 year** expiry period - Customer earns **300 points** on **July 1, 2024** - Points expiry period reduced to **6 months** on **August 5** - No additional customer activity | Points balance reset to zero on **Feb 5, 2025** |
**Tip:** The simplest way to describe expiry to your customers is:
*"All of your points will expire if you have not earned or redeemed points for a continuous period of 1 year. We will always warn you before your points expire."*
## Points expiry emails
**When points expiry is first enabled,** no emails or messaging will be sent to customers.
**When a customer's points are nearing expiry,** customers will receive two warning emails, based on the [notification thresholds](/en/articles/4036281-configure-points-expiry#configure-notification-thresholds) you have configured. These emails are designed to give the customer an opportunity to perform additional qualifying activity and prevent their points from expiring. These emails can be [customized](/en/articles/4036258-add-images-to-customer-emails).
| **Customer email name** | **Default notification threshold** |
| --------------------------- | ---------------------------------- |
| Points Expiry - Warning | 30 days before points expire |
| Points Expiry - Last Chance | 3 days before points expire |
**When a customer's points balance expires and is reset to zero,** no emails or messaging will be sent to the customer.
**Important:** To prevent spam complaints and maintain email deliverability, points expiry emails are not sent to customers who:
* Have unsubscribed from "promotional" emails, or,
* Have never placed an order/earned points from an explicit action
Notable, this means that customers whose points were awarded via a points import and have not otherwise participated in the program will not receive any kind of email before their points expire.
# Update order settings - BigCommerce
Source: https://help.smile.io/en/articles/5467063-update-order-settings-bigcommerce
Configure how points are awarded for orders, including eligible order statuses, taxes, shipping, discounts, store credit, and gift certificates.
Order settings determine when customers earn points, including which order statuses qualify and how points are calculated for customer orders.
## Update your order settings
1. In Smile Admin, navigate to **Settings > [Platform](https://app.smile.io/settings/platform) > Order Settings**.
2. Click **Edit**.
**Note:** Changes to your order settings only apply to new orders placed after you save the changes. Orders that have already been processed will not be recalculated.
## Order statuses that earn points
Choose which order statuses customers can earn points for. Available statuses include:
* Incomplete
* Pending
* Shipped
* Partially Shipped
* Refunded
* Canceled
* Declined
* Awaiting Payment
* Awaiting Pickup
* Awaiting Shipment
* Completed (recommended)
* Awaiting Fulfillment
* Manual Verification Required
* Disputed
Use the dropdown menu to select the statuses you want to award points for. You can select more than one status.
**Note:** Smile completes referrals based on the first order made by the referred friend. On BigCommerce, this order also needs to reach the earning status selected above. If the customer navigates away from the billing step or their payment is declined, BigCommerce may create duplicate orders and mark the first order as **Incomplete**. Because of this, Smile may not be able to complete the referral automatically. If this happens, we recommend manually awarding the advocate reward.
## Order statuses that remove points
You can remove points from a customer's account based on the status of their order. Available statuses include:
* Incomplete
* Pending
* Shipped
* Partially Shipped
* Refunded (recommended)
* Canceled (recommended)
* Declined (recommended)
* Awaiting Payment
* Awaiting Pickup
* Awaiting Shipment
* Completed
* Awaiting Fulfillment
* Manual Verification Required
* Disputed
By default, rewards are cancelled when an order is refunded. Use the dropdown menu to select one or more statuses that should remove points from a customer's account.
To learn more, see [**Cancelling rewards and partial refunds**.](/en/articles/4036183-configure-points-cancellation-for-refunds)
## Rewarding taxes and shipping
You can choose whether taxes, shipping, handling, and wrapping costs are included in the rewardable order total.
Select the appropriate options to include these amounts when calculating points earned on an order.
## Excluding discount codes from earning points
If you don't want customers to earn points on portions of an order covered by discounts, credits, or certificates, you can enable any of the following settings:
* Exclude coupons used
* Exclude discount from Discount Rules
* Exclude store credit used
* Exclude gift certificates
When these settings are enabled, customers earn points only on the portion of the order they pay for directly. For example, a customer who redeems a \$10 discount code on a \$100 purchase would earn points on the remaining \$90.
**Important:** On BigCommerce, free shipping rewards are applied as coupon discounts. If both **Exclude shipping** and **Exclude coupons used** are enabled, the value of the free shipping reward is deducted once as shipping and again as a coupon when calculating the rewardable order total.
# Guiding principles for program configuration
Source: https://help.smile.io/en/articles/5599870-guiding-principles-for-program-configuration
Best practices for configuring a rewards program
## Introduction
When going through program configuration, try to put yourself in the shoes of your customer and consider the user experience. These guiding principles will help to formulate the ideal customer journey by rewarding customers at the right time and with the right rewards.
**1.** **# of purchases to first reward**
Make sure that a customer needs to purchase at least once, but no more than 3 times. Consider your customer purchase frequency and make the rewards attainable
Example: take your average order value (AOV) and multiply it by 5 points for every \$1 spent rule. Does the customer now have enough points for the minimum available reward?
**2. No redeeming without a customer purchase**
Avoid a program setup that can give a member enough points to redeem a reward **without** placing an order. This encourages customers to stick with their existing store account rather than creating a new account each order to receive a discount
Example: Sign up points and social action rewards should equal less than the points required for the minimum available reward.
**3. Percentage back in points to a customer**
Our recommendation is to give between 3%-10% back in points value
Example: If a customer earns 5 points back for every \$1 spent and they place an order for \$100, they will earn 500 points (\$100 \* 5) equal to \$5 in points value. This is the equivalent of 5% back in points value.
**4. Percentage value of advocate and friend referral rewards**
Between 10%-20% of the store average order value, rounded to the nearest \$5.
Always try to consider the customer journey as you create your rewards program. In addition to the above principles, below are a few questions to keep in mind during set up:
Do I receive points for creating a store account?
How many points will I earn for an average order placed?
How soon can I spend my points on a reward? After 1 purchase, or 2?
# Smile status page
Source: https://help.smile.io/en/articles/5607938-smile-status-page
Learn how to check the Smile status page for updates on known issues or outages.
If you experience unexpected behavior or errors while using Smile, our support team can help investigate and resolve the issue—please reach out to us for assistance.
You can also check the status page for updates on any known outages or degraded performance: [http://status.smile.io/](http://status.smile.io/). If an incident is affecting the platform, updates will be posted there as they become available.
You may choose to subscribe to status page updates to receive notifications when incidents are identified and resolved. Notifications are available via email, text, or RSS feed.
# Download Smile's default icons
Source: https://help.smile.io/en/articles/6557285-download-smile-s-default-icons
Download Smile's default panel icons for your store's personal use.
## Smile default icon pack
The Smile panel includes a set of default icons that represent earning actions, rewards, VIP tiers, and more.
If you'd like to use these icons to promote your loyalty program, you're welcome to download the ZIP file below. It includes **PNG** and **SVG** versions of both **light** and **dark** theme icons.
[Download the Smile.io Icon Pack Zip File](https://mx-email-assets.smile.io/help-docs/Smile%20UI%20icons.zip)
# Shopify Plus checkout extensions
Source: https://help.smile.io/en/articles/6596847-shopify-plus-checkout-extensions
Add loyalty to your checkout using Smile's powerful checkout extensions. No code required.
Shopify Plus checkout extensions let you add loyalty program functionality directly to your Shopify checkout using Smile. Available through Shopify's checkout editor, these extensions help you engage customers at one of the most impactful moments of their purchase.
**Feature availability**: Checkout extensions are available on **Growth, Plus, and Enterprise** plans for merchants on the **Shopify Plus** platform.
## Available Shopify Plus checkout extensions
### Redeem points at checkout
Allow logged-in customers to redeem their loyalty points for rewards directly in checkout. This gives customers a seamless way to use their points at the final stage of their purchase.
👉 **Learn how to set this up:** [Redeem points at checkout](/en/articles/10476740-redeem-points-at-checkout)
### Show points customers will earn at checkout
Show customers how many loyalty points they'll earn from their current order while they're checking out. This helps reinforce the value of your loyalty program and encourages future engagement.
👉 **Learn how to set this up:** [Show points at checkout](/en/articles/10476659-show-points-at-checkout)
# Example: Award bonus points for repeat purchases using Shopify Flow
Source: https://help.smile.io/en/articles/6647447-award-bonus-points-for-repeat-purchases-using-shopify-flow
Reward customers with bonus points when they reach a specific order milestone, such as their 3rd, 5th, or 10th order.
This example uses Shopify Flow and the **Send Smile activity** action to automatically award points when a customer places a milestone order.
**Feature availability:** Shopify Flow actions are available on **Essential, Standard, Growth, Plus, and Enterprise** plans for merchants using Shopify Flow.
## Before you start
This example uses the setup described in **Use Shopify Flow to award points**. This article covers only the Shopify Flow workflow configuration for the repeat-purchase milestone.
Before creating this workflow, you must first:
1. Create a Shopify Flow action in Smile using the **Order paid** trigger.
2. Create an earning action linked to that Flow action.
## How this workflow works
This workflow checks the number of orders a customer has placed.
When a customer reaches the order milestone you specify, Shopify Flow sends a Smile activity and awards the associated points.
For example:
* Award 100 points on a customer's 3rd order.
* Award 250 points on a customer's 5th order.
* Award 500 points on a customer's 10th order.
## Create the workflow
**Tip:** Smile has ready-made Shopify Flow templates for common loyalty program workflows. Contact the Smile team if you'd like help getting started with templates or best-practice recommendations.
1. From Shopify Admin, go to **Flow**.
2. Click **Create workflow**.
3. Click **Select a trigger**.
4. Select **Order paid**.
5. Click the **+** icon, then choose **Condition**.
6. Click **Add a variable**, then search for `numberOfOrders` .
7. Select `order/customer/numberOfOrders`.
8. Enter the order milestone you want to reward (for example, `5` for a customer's 5th order).
9. For the True branch of the condition, click the **+** icon, then choose **Action**.
10. Select [**Smile.io**](http://Smile.io), then click **Send Smile activity**.
11. Enter the activity type code from your Smile Flow action.
12. In the **Order ID** field, enter: `{{order.id}}`
13. Click **Turn on workflow**.
## Learn more
* [Use Shopify Flow to award points](/en/articles/4036187-use-shopify-flow-to-award-points-with-smile)
* [Understand Shopify Flow and Smile](/en/articles/shopify-flow-and-smile)
# Create a loyalty landing page
Source: https://help.smile.io/en/articles/8174498-create-a-loyalty-landing-page
Embed an SEO-friendly loyalty landing page directly into your storefront. No code required.
A loyalty landing page is a dedicated page on your website where you can highlight and share information about your loyalty program. It gives customers a clear overview of how your program works, including how they can earn points and redeem rewards.
You can customize the page to match your store's branding and create a cohesive experience for your customers.
**Feature availability**: Loyalty landing page is available on **Essential**, **Standard**, **Growth, Plus, and Enterprise** plans for merchants on **Shopify only.**
## Create the landing page in Smile
1. From Smile Admin navigate to [**On-site content**](https://app.smile.io/on-site).
2. In the **Landing page** section, click **Setup**.
3. In the **Get your loyalty landing page** section, click **Generate page**.
4. In the **Page details** fill out **Title**, **SEO page title**, **SEO page description**, **Page handle** sections.
5. Click **Generate page**.
**Important:** Smile is only used to generate the initial loyalty landing page and template. After the page is created, all future updates are managed in Shopify. After the page has been created, you will be redirected to the Shopify theme editor.
## Manage the landing page in Shopify
1. From Shopify Admin navigate to **Online Store** > **Themes.**
2. In your current theme section, click **Edit Theme**.
3. In the template selector drop down option choose **smile-landing-page.**
## Add page content in Shopify
1. In the **Template** section find **smile-landing-page.**
2. Click **Add section.**
3. Click **Apps.**
4. Choose the Smile sections you would like to add to your page:
1. **Header**
2. **How it works**
3. **Earning highlight**
4. **Redeeming highlight**
5. Click **Save.**
**Tip:** Extend your page layout by mixing Smile's page sections with those built into your theme.
## Edit page content in Shopify
1. In the **Template** section, click the Smile section you want to edit.
2. Update the available settings. Depending on the section, you can edit options such as colors, images, text, and button labels.
3. Click **Save.**
## Change SEO details
1. From Shopify Admin navigate to **Online Store** > **Pages**.
2. Click on your landing page.
3. In the **Search engine listing** section, click the pencil icon.
4. Change the values accordingly.
5. Click **Save.**
## Add page to the store navigation
1. From Shopify Admin navigate to **Content** > **Menus.**
2. Choose the menu you would like to add the landing page to.
3. Click **Add menu item.**
4. Fill out the **Label** section for how you would like your loyalty page name to appear in the menu.
5. Click into the **Link** box to pull up a menu.
6. Choose **Pages** > name of your loyalty landing page.
7. Click **Save**.
## Hide the loyalty landing page
1. From Shopify Admin navigate to **Online Store** > **Pages** > your landing page name.
2. In the **Visibility** section, choose **Hidden.**
3. Click **Save.**
## Delete the loyalty landing page
1. From Shopify Admin navigate to **Online Store** > **Pages** > your landing page name.
2. Click **Delete page**.
3. On the confirmation page, click **Delete**.
# Embed points on the product page
Source: https://help.smile.io/en/articles/8659115-embed-points-on-the-product-page
Show customers how many points they'll earn when they purchase a product.
Display an automatic points calculation directly on the product page, so customers can see how many points they'll earn when they purchase an item or service. No code required.
**Feature availability**: Embed points on the product page is available on **Standard**, **Growth, Plus, and Enterprise** plans for merchants on **Shopify** only.
## Add points to product page
1. From **Smile Admin**, navigate to **On-site content** > **[Points on product page](https://admin.shopify.com/apps/smile-io/on-site/product).**
2. Click **Add to theme**
**Note:** The **Add to theme** button adds the block to your default product template only. If your theme has multiple product templates, you'll need to manually add the block to each additional template in the Shopify theme editor.
## Customization options
**Tip:** Use the Shopify theme editor to control the app block's position on the page. We recommend placing it near the product price.
1. In the Shopify theme editor sidebar, click the **Points on product page** app block.
2. Adjust settings.
3. Click **Save.**
| **Option name** | **Effect** |
| -------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Primary color | Text color. |
| Secondary color | Background color. |
| Show image | Toggles on the image displayed in the embed. |
| Custom image | Upload your own image to replace the default gift icon. Only shown when Show image is enabled. |
| Image height | Set the display height of the image in pixels (16–80 px). Only appears after a custom image has been uploaded. Smaller images render at their natural size and won't be enlarged. |
| Show points label | Determines whether `Points` or `currency name` is shown after the points amount. |
| Points text | Shown to customers who **can** earn points. |
| Instructions to join the program | Shown to customers who need to sign up in order to earn points. |
**Tip:** Use **`[points_amount]`** in the text box to show an automatic points calculation based on the product price.
## How it works
* The points block is shown when customers can earn points and automatically hides when:
* the loyalty program is turned off
* there are no active ways to earn points for placing an order
* the product is excluded from earning points
* the customer is excluded from the loyalty program
* the product is a native Shopify gift card
* Works with all **place an order** earning configurations, including fixed, incremental, and bonus points campaigns.
* If you offer different earning rates tied to VIP tiers, the **`points_amount`** variable calculates points using the lowest earning rate. Use the text fields to highlight VIP tier benefits for higher-tier customers.
**Note**: The **Points on product page** app block isn’t supported in Shopify Quick View and may display as raw template code instead. To resolve this, remove the Smile app block from your Quick View template. If you need help, contact your theme developer or theme support team. You can continue using the points block in other supported areas of your theme.
# Embed points balance on the customer account page
Source: https://help.smile.io/en/articles/8659125-embed-points-balance-on-the-customer-account-page
Show customers their points balance directly on their account page.
Display your customers' points balance in their account area so they can easily track and redeem their rewards—no code required.
**Feature availability**: Embed points balance on the customer account page is available on **Growth, Plus, and Enterprise** plans for merchants on **Shopify**.
## How it works
* Displays the customer’s current points balance along with a call-to-action button.
* The button automatically directs customers to redeem rewards when they have enough points, or to ways to earn more points when they do not.
* By default, the button links to the Rewards panel. Loyalty Hub users can update the destination using the **Custom button link** setting.
* You can customize the button text using the **Custom button label** setting. If you leave the default button text unchanged, it is automatically translated based on the customer’s language.
* Displays your custom points currency name, if set.
* Supports both Shopify customer accounts and Shopify legacy customer accounts. Follow the setup steps for your store’s account type below.
## Add points balance to Shopify customer accounts
1. In Smile Admin, navigate to **On-site content** > [**Customer account points banner**](https://admin.shopify.com/apps/smile-io/on-site/accounts/).
2. Click **Go to account editor.**
3. In the left sidebar, find **Loyalty points balance.**
4. Click to add to the **Orders** page.
5. Click **Save.**
## Add points balance to Shopify legacy customer accounts
1. In Smile Admin, navigate to **On-site content** > **[Customer account points banner](https://admin.shopify.com/apps/smile-io/on-site/accounts/).**
2. Click **Go to Themes.**
3. In Shopify Admin, find your active theme and click **Edit theme.**
4. From the drop-down menu in the header, click **Legacy customer accounts** > **Customer account**.
5. Sign in to view the logged in customer state.
6. In the left sidebar, select **Template** > **Add section.**
7. Select the **Points on account page** app block.
**Note:** When adding points to a **legacy customer account**, you must sign in to your store through the theme editor to access the **Customer account** template. Sign in using a store account. Your Shopify admin login will not work.
# Configure discount combinations
Source: https://help.smile.io/en/articles/8685572-configure-discount-combinations
Learn how to let customers combine multiple Smile discount codes or use them with other Shopify discounts during checkout.
Use discount combinations to give customers more flexibility at checkout. In this guide, you'll learn how to let customers stack Smile discount codes with other Smile discount codes and Shopify discounts, understand which rewards can't be combined, and set up combination rules in Smile Admin. We'll also share a few tips to help you prevent discount misuse.
**Feature availability**: Discount combinations are available on **Shopify only.**
## How discount combinations work
Discount combinations let customers use more than one discount code during checkout. For example, they can apply multiple Smile discount codes or combine a Smile discount with another Shopify discount, such as a newsletter signup offer.
By default, **Smile online discount codes can't be combined**. You can enable discount combinations for each **Way to redeem** in Smile.
**POS discount codes are combinable by default.** You can disable this setting within each individual Way to redeem.
How multiple discounts are calculated is controlled by [Shopify's discount logic](https://help.shopify.com/en/manual/discounts/combining-discounts/discount-combinations).
**Note:** Some merchants may need to manually enable POS discount code combinations if their Shopify permissions aren't up to date.
## Limitations
Some rewards can't be combined due to platform restrictions or to prevent misuse.
* **Referral rewards:** Referral discount codes can be combined with shipping discounts and product discounts. They cannot be combined with order discounts.
## Set up discount combinations
### Edit combinations for Points rewards
1. In Smile Admin, go to **Program** > [**Points**](https://admin.shopify.com/apps/smile-io/reward-programs/points).
2. In **Ways to redeem**, click **Edit** beside the reward you want to update.
3. In the **Combinations** card, select the discount types you want to allow.
4. Click **Save**.
### Edit combinations for Referral rewards
1. In Smile Admin, go to **Program > [Referrals](https://admin.shopify.com/apps/smile-io/reward-programs/referrals)**.
2. Under **Referring customer reward** or **Referred friend reward**, click **Edit**.
3. In the **Combinations** card, select the discount types you want to allow.
4. Click **Save**.
**Important:** For discounts to stack, **each discount** must allow combinations. Make sure both the Smile reward and any other Shopify discounts are configured to allow combining.
**Note:** Changes apply only to **new discount codes** generated after you save your settings. Existing codes keep their original combination rules.
## Reduce fraud risk
If your program includes *Ways to earn* that don't require a purchase—like signup or social share points—customers could use these to create multiple small discounts and stack them into a larger one at checkout.
**Example setup:**
* **Ways to earn:** 100 points for signing up, 100 points for sharing on Facebook
* **Ways to redeem:** 200 points for \$2 off (with discount combinations enabled)
In this setup, someone could create multiple accounts, earn points without purchasing, and combine several \$2 discounts into a single larger discount.
**Important:** If your program includes rewards that can be earned without a purchase, make sure those discount codes can't be combined with others. Disabling discount combinations for these rewards helps protect your program from misuse.
# Manage a bonus points campaign
Source: https://help.smile.io/en/articles/8802037-manage-a-bonus-points-campaign
Create and manage a bonus points campaign to offer customers increased points on their orders.
**Bonus points campaigns** help create urgency and encourage customers to shop at your store during a limited-time promotion.
**Feature availability**: Bonus points campaigns are available on **Standard, Growth, Plus, and Enterprise** plans.
## Schedule a bonus points campaign
**Important: Bonus points campaigns** can only apply to **one** "Place an order" earning action. If you have multiple "Place an order" earning actions (for example, due to a VIP program), temporarily disable the extra earning actions so that only one remains active.
**To schedule a campaign:**
1. From Smile Admin, go to **Program** > [**Bonus campaigns**](https://app.smile.io/reward-programs/points-bonuses).
2. Click **Create campaign**.
3. Under **Campaign name**, enter your campaign's name.
4. In **Bonus points multiplier**, select how many times points should increase.
5. Under **Schedule**, choose the start and end dates for your campaign.
6. Click **Schedule campaign**.
## Cancel a bonus points campaign
1. From Smile Admin, go to **Program** > [**Bonus campaigns**](https://app.smile.io/reward-programs/points-bonuses).
2. Click **Edit campaign** next to the campaign you want to cancel.
3. Click **Delete**.
**Note:** Only scheduled campaigns can be deleted. Campaigns that have already ended cannot be deleted.
## What customers see during a bonus campaign
Bonus points campaigns appear on your site through an automatic on-site prompt (a Smile Nudge). This prompt encourages customers to shop during the limited-time campaign and highlights the increased points multiplier available for orders placed while the campaign is active.
When a bonus campaign is running:
* The prompt appears automatically to create urgency and drive engagement.
* The message clearly displays the points multiplier being offered.
* The prompt displays automatically during an active campaign and can't be disabled.
* The prompt shows only once per customer during the campaign.
* The prompt can't be edited, including modifying the text.
## Good to know
* The maximum campaign length is **31 days**.
* To run a longer promotion, schedule two campaigns back-to-back.
* Only one bonus campaign can run at a time.
* You can schedule as many campaigns as you like, but they cannot overlap.
* Campaign start and end times use your local timezone. The campaign starts and ends at the dates and times shown when you schedule it.
* Bonus points are only awarded for **orders** — points from actions like account creation or social follows are **not** multiplied.
* When using Smile on both your online store and POS, **bonus points campaigns using the “Place an order” earning rule apply to orders from both channels.**
**Tip:** Want to run advanced bonuses? With **Shopify Flow**, you can incentivize repeat purchases or offer bonus points for specific product categories. [Learn more →](/en/articles/6647447-award-bonus-points-for-repeat-purchases-using-shopify-flow)
# How customers redeem points
Source: https://help.smile.io/en/articles/9188741-how-customers-redeem-points
Learn how customers redeem points through the Smile panel, at checkout, and in Loyalty Hub.
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:
1. **Log in to their account**: Customers must log in with a store account to view and redeem points.
2. **Open the panel**: Customers 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 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](/en/articles/4036257-customer-email-overview), 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](/en/articles/11325846-add-loyalty-hub-to-your-store).
When [**Loyalty Hub**](/en/articles/11325846-add-loyalty-hub-to-your-store) is enabled, customers can redeem points by following these steps:
1. **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.
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 discount**: After 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.
## 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](/en/articles/10476740-redeem-points-at-checkout).
**When [Redeem at checkout](/en/articles/10476740-redeem-points-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.
**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](/en/articles/4036276-set-up-and-spend-points-in-store)
## Redeem multiple rewards
If [discount combinations](/en/articles/8685572-configure-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**](/en/articles/10476740-redeem-points-at-checkout) option.
* If customers want to use a second reward, they'll need to **copy and paste** the discount code manually at checkout.
## FAQ
**What happens to a customer’s points if they don’t use their discount code?**
When a customer redeems points for a reward, their points are deducted as soon as the discount code is generated. If they don't use the discount code to complete a purchase, it remains in their account and can be used later, or until it expires if reward expiry is enabled. The redeemed points aren't automatically returned to their balance if the discount code isn't used right away.
**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?](https://faq.smile.io/en/articles/6380694-ways-to-redeem-how-do-i-spend-points)
# Exclude products from earning points
Source: https://help.smile.io/en/articles/9616008-exclude-products-from-earning-points
Exclude specific products or discounted products from earning points in your loyalty program.
**Feature availability**: Excluding products is available for merchants on **Shopify** only.
Exclude products from your loyalty program to prevent customers from earning points on those products. There are two ways to exclude products:
* **Exclude individual products** — Select specific products that should never earn points.
* **Products with a compare-at price set won't earn points** — Automatically exclude sale variants from earning points.
## Exclude individual products
Use this option when you never want customers to earn points on certain products.
To exclude products:
1. From **Smile Admin**, go to **Settings** > [**Platform**](https://admin.shopify.com/store/apps/smile-io/settings/platform).
2. In the **Product exclusion** section, click **Edit**.
3. Select the products you want to exclude. You can select multiple products.
4. Click **Save**.
## Exclude products with a compare-at price set
Use this option when you don't want customers to earn points on discounted products.
When this setting is enabled, Smile excludes any variant that has a compare-at price higher than its current price from earning points. Variants without a compare-at price, or with a compare-at price equal to their current price, continue to earn points.
To enable automatic exclusion:
1. From **Smile Admin**, go to **Settings** > [**Platform**](https://admin.shopify.com/store/apps/smile-io/settings/platform).
2. Select **Products with a compare-at price set won't earn points**.
**Note**: Only variants on sale are excluded from earning points. Other variants of the same product continue to earn points.
## Things to know about product exclusions
* Shopify's native gift card product is always excluded because the receiving customer earns points when they spend the gift card.
* Third-party gift cards aren't excluded automatically. If you don't want customers to earn points on those purchases, add those products to your exclusion list.
* The embedded [points on product page](/en/articles/8659115-embed-points-on-the-product-page) widget is automatically hidden on excluded products.
* Excluded products don't earn points, but they still count toward VIP programs with an 'amount spent' goal. The full order value is used to calculate VIP progress, regardless of which products are excluded from earning points.
# Find a customer
Source: https://help.smile.io/en/articles/9718243-find-a-customer
Search for a customer in Smile's interface using their name or email.
Smile has multiple ways to search for customers and find the customer you're looking for. Look up customers by first name, last name, full name, or email to quickly open their profile and view their loyalty program information.
**Can’t find the search bar?** Customer search is available on the **Customers** page. If you're looking for the search bar on the homepage, go to **Customers** in Smile Admin to search for a customer.
## Search for a customer
1. From Smile Admin, go to the [**Customers**](https://app.smile.io/customers) page.
2. Click the **search icon** (🔍) in the top-right corner.
3. Enter your search term.
4. Results will appear below the search bar automatically when you stop typing.
You can search using:
**Customer name**
* First name (e.g. *Jennifer*)
* Last name (e.g. *Martins*)
* Full name (e.g. *Jennifer Martins*)
* The beginning of a name (e.g. *Jenn* or *Mart*)
**Customer email**
* Full email (e.g. [*mike@website.com*](mailto:mike@website.com))
* The beginning of an email (e.g. *mike@*)
## What to expect
When searching for a customer, results are returned based on whether your search term matches the **start** of the customer’s first name, last name, full name, or email. Search does not match the middle or end of a name or email, and is not case sensitive.
For example, if you enter `Jo` as your search term...
* It **will match**:
* A customer whose email is `joe@website.com`
* A customer whose email is `joe123@website.com`
* A customer whose name is `Joseph Andrews`
* A customer whose name is `Jo Jeffries`
* A customer whose name is `Beth Jordan`
* It **will not match**:
* A customer whose email is `fred@jo.com`
* A customer whose email is `photojournalist@website.com`
* A customer whose name is `Ruth Mojo`
**Tip:** If your search doesn’t return the customer you expect or returns too many results, try searching using the customer’s full name or full email address (e.g. search `Joana` instead of just `Jo`).
# Manage VIP metafield sync
Source: https://help.smile.io/en/articles/9834432-manage-vip-metafield-sync
Control how customer VIP tier information is synced to Shopify metafields.
You can make customers' VIP tier names available directly in Shopify by turning on VIP metafield sync. Once VIP metafields are synced to Shopify, you can use them to offer ongoing discounts for specific VIP tiers, setup Shopify Flow automations based on a customer's VIP status, do advanced VIP customization with other apps, and simplify the life of support staff by having VIP tier information readily available within Shopify.
**Feature availability**: VIP is available on **Growth, Plus,** and **Enterprise** plans.
## What to expect
VIP metafield sync creates a [metafield](https://help.shopify.com/en/manual/custom-data/metafields) on all customer records in Shopify to store the name of the customer's VIP tier. If the customer does not have a VIP tier, the metafield value will be `-` (a single dash). If the metafield value is blank, it means the customer's tier has not yet been synced.
As the customer changes VIP tiers in future, the name of their new VIP tier will be synced to the metafield. Syncing will be paused if your VIP program is disabled, and will automatically resume when your VIP program is enabled.
The metafield will be visible on the customer details page in Shopify (in the **Metafields** card) and remain pinned for easy access. It is not currently possible to unpin the metafield.
The metafield is read-only (cannot be manually edited), and is available for use by all apps, themes, extensions, and Shopify Flow automations. It can also be used in the theme editor, with dynamic sources, and with both Custom Storefronts and Hydrogen.
* **Metafield name:** Smile VIP Tier Name
* **Metafield key:** `smile.vip_tier_name`
* **Metafield access:** Public read-only
## Syncing timelines
For individual customer VIP tier changes that occur from daily activity (like placing orders or earning more points), the metafield will be updated **within 1 hour**. As such, we don't recommend including VIP metafield information in post-order emails or workflows that occur immediately after a customer completes checkout.
If the customer is currently logged-in and browsing on a page where the rewards launcher or panel is included, any changes to their VIP tier will be synced to the metafield **within 5 seconds**. This helps ensure that by the time a customer reaches checkout, the VIP metafield information will be up-to-date.
When many customers in your program change VIP tiers at once (e.g. from a VIP Tier Import or on January 1st after the yearly VIP rollover), syncing will occur at an average rate of 100,000 customers per day. If a customer performs an activity or browses your website in the meantime, they'll have their metafield information updated based on the timelines mentioned above.
## Turn on VIP metafield sync
1. In Smile Admin, navigate to **Program** > [**VIP**](https://admin.shopify.com/apps/smile-io/reward-programs/vip).
2. In the **VIP metafield sync** card, click **Turn on**.
**Warning:** Avoid setting up any automations, workflows, or other apps that rely on VIP metafields while they are still syncing. Look for the **Synced** badge on the settings card to indicate that VIP metafields are fully synchronized and ready to start using.
**Note:** If your VIP program is currently disabled, VIP metafield sync will enter a Paused state instead of syncing immediately. Syncing will resume once you activate your VIP program.
## Turn off VIP metafield sync
Turning off VIP metafield sync will permanently and immediately delete the VIP metafields in Shopify and remove all the data they contain.
1. In Smile Admin, navigate to **Program** > [**VIP**](https://admin.shopify.com/apps/smile-io/reward-programs/vip).
2. In the **VIP metafield sync** card, click **Turn off**.
**Caution:** If you turn off VIP metafield sync while you still have apps, automations, or workflows using VIP metafields, you may encounter unexpected behaviour. Be sure nothing is using VIP metafields before turning off syncing.
# Configure ongoing VIP discounts
Source: https://help.smile.io/en/articles/9834457-configure-ongoing-vip-discounts
Provide ongoing benefits to your VIP customers in the form of discounts, special bundles, or deals at checkout.
You can offer ongoing discounts to your VIP customers directly in Shopify, without needing a third-party discount app. By creating a customer segment for each VIP tier and setting an automatic discount for that segment, you can reward VIP customers with perks like free shipping, order discounts, or product discounts — automatically applied at checkout.
**Feature availability**: Ongoing VIP discounts available on **Growth, Plus,** and **Enterprise** plans for merchants on **Shopify only.**
## How it works
Shopify customer eligibility allows you to limit automatic discounts to specific customer segments. When [VIP metafield sync](/en/articles/9834432-manage-vip-metafield-sync) is turned on in Smile, each customer's **Smile VIP Tier Name** is stored in Shopify as a metafield. You can use this metafield to build a segment for that tier and assign an automatic discount that applies every time those customers shop — no coupon code required.
This method supports ongoing discounts such as:
* Free shipping
* Amount off order
* Buy X get Y (requires the customer to add Y to their cart)
## Requirements
Before starting, make sure:
* You are running a VIP program in Smile.
* VIP metafields have been synced to Shopify ([learn how to sync VIP metafields](/en/articles/9834432-manage-vip-metafield-sync)).
* You know which type of VIP discount you want to offer (e.g. order discount, shipping discount).
## Create a customer segment for a VIP tier
Use customer segments in Shopify to group customers based on their Smile VIP tier.
1. From Shopify Admin, go to **Customers** > [**Segments**](https://admin.shopify.com/customers/segments).
2. Click **Create segment**.
3. In the segment editor, click the down arrow in **Describe your segment**, then click anywhere in the field to automatically populate the query.
4. In the **WHERE** clause, select the Smile VIP tier customer metafield: `metafields.smile.vip_tier_name`
5. Set the condition to match the VIP tier name you want to include (for example, Gold).
6. Click **Run query** to preview the customers in the segment.
7. Save and name the segment.
**Example segment query:**
```text theme={null}
FROM customers
SHOW customer_name, email
WHERE metafields.smile.vip_tier_name = 'Gold'
```
This segment includes all customers whose Smile VIP tier is Gold.
**Caution:** Some third party apps allow customers to edit metafield values from the customer account. Take care to ensure that the Smile VIP tier metafield can't be edited by customers.
## Create an automatic discount for the segment
1. From Shopify Admin, go to **Discounts**.
2. Click **Create discount**.
3. Select the discount type you want to offer.
4. Change **Method** to **Automatic discount**.
5. Set **Eligibility** to **Specific customer segments** and choose the segment you created.
6. Configure any other discount details, such as:
* Minimum purchase requirements
* Discount combinations
* Discount title
7. Save the discount.
**Tip:** After creating your discount, test it in Shopify to ensure it works as expected before publishing it live.
## Add the discount as a VIP perk in Smile
1. From Smile Admin, go to **Program** > **VIP**.
2. Select the eligible tier and list the ongoing discount as a **perk**.
**Important:** If VIP tier names are updated in Smile, you'll need to manually update the customer segment filters in Shopify afterwards.
## Other discount in Regios
For more complex discounting such as free products or services, follow Regios' [guide](https://regiostech.crisp.help/en/article/smileio-integration-1lwi3kn/) to free product discounts that automatically apply at checkout based on the customer's VIP tier.
**Tip:** After configuring the discount, use Regios' [test your discount](https://regiostech.crisp.help/en/article/how-to-test-your-automatic-discount-on-your-store-zathvq/) functionality to make sure it's working as you expect. We also recommend including mention of any ongoing discounts or other benefits in each VIP tier's [list of perks](/en/articles/4036326-add-vip-perks).
# Configure points delay for orders
Source: https://help.smile.io/en/articles/configure-points-delay-for-orders
Control when customers receive points from orders by setting a delay in days.
The **Delay order points** setting lets you choose when customers receive points after they place an order.
This setting applies only to points earned from orders. Points earned from other actions, like sign-ups or social actions, are not delayed.
This setting is off by default, so points are awarded immediately. When you turn it on, points are delayed by the number of days you set (30 days by default). You can adjust the delay to match your return window.
**Feature availability**: Points delay is available on **Growth, Plus, and Enterprise** plans.
## How points delay works
When you turn on this setting:
* Points earned from orders are delayed.
* Points enter a **pending** state instead of being awarded immediately.
* Customers receive points after the order meets your [**order settings**](/en/articles/4036177-update-order-settings-shopify#update-order-settings-shopify) and the delay period.
* You can review a customer’s pending points on their profile under **Pending Points**.
* Pending points reflect your order settings, so the amount shown is accurate to what the customer will receive when the points are released.
While points are pending:
* They can’t be used.
* They don’t count toward VIP tiers.
* They’re removed if the order is refunded.
## What customers see when points are pending
Customers are notified that points are **pending** alongside their points balance. Messaging explains when points will become available.
Pending points appear in the following places:
* Points balance in the loyalty panel and Loyalty Hub
* Order confirmation and status pages
* Points earned emails
## Turn on delay order points
To add a delay to points earned from orders:
1. From Smile Admin, go to **Program > [Points](https://app.smile.io/reward-programs/points).**
2. Find the **Delay order points** card.
3. Click **Turn on.**
**Note:** When you turn on this setting for the first time, only new orders will have delayed points. Points from past orders are not affected.
## Edit the delay period
The default delay is **30 days**, but you can set any value between **1 and 90 days**. We recommend matching this to your **return window.**
1. In the **Delay order points** card, click **Edit.**
2. Enter your preferred number of days.
3. Click **Save**.
**Important:** Changes to the delay period apply only to **new orders**. Previous order points are not affected, and orders that already have pending points keep their original release timing.
## Turn off delay order points
1. In the **Delay order points** card, click **Turn off.**
2. Confirm the change.
**Important**: When point delay is turned off all pending points begin processing immediately and are released within 24 hours. New orders receive points right away.
## Common questions
**Why didn’t my customer receive points right away?**
Points are delayed while this setting is turned on. Customers receive points only after the order meets your [**order settings**](/en/articles/4036177-update-order-settings-shopify#update-order-settings-shopify) and the delay period.
**What happens if an order is refunded?**
The outcome depends on the type of refund:
* **Full refund:** Any pending points earned from the order are removed, and the customer won't receive points for that purchase.
* **Partial refund:** The pending points are adjusted based on the updated order total. The customer will still receive points on the original pending reward date, but for the adjusted amount.
**Can customers use points while they’re pending?**
No. Pending points can’t be used and don’t count toward VIP tiers until they are released.
**Do delayed points expire?**
No. Points expiration starts only after the points are released.
**Does this affect all ways customers earn points?**
No. This setting applies only to points earned from orders. Points earned from other actions are not affected.
**Does changing the delay affect existing pending points?**
No. Only new orders use the updated delay. Existing pending points keep their original release timing. By default this is set to 30 days, but you can adjust the delay to match your return window.
# Configure points earning rules for VIP tiers
Source: https://help.smile.io/en/articles/configure-points-earning-rules-for-vip-tiers
Create tier-specific earning rules so customers in each VIP tier earn points at different rates.
By default, all customers earn points using the same earning rules. You can create VIP-specific earning rules to give customers in different tiers a different earning rate — for example, a higher points-per-dollar rate for customers in your top tier.
**Feature availability:** VIP is available on **Growth**, **Plus**, and **Enterprise** plans.
## How it works
Each earning rule can be limited to customers in a specific VIP tier. You create one rule per tier, each with its own earning value. When a customer places an order, they earn points from the rule that matches their tier.
If you use VIP-specific rules, every tier (including your entry tier) must have its own rule. If a tier doesn't have a dedicated rule, customers in that tier will fall back to your default earning rule — and if both rules are active, they'll earn from both.
## Create a VIP-specific earning rule
You'll need to create a separate rule for each tier you want to configure.
1. From Smile Admin, navigate to **Program** > **Points**.
2. Click **Add ways to earn**.
3. Select **Place an order**.
4. In the **Earning value** card, set the points amount for this tier.
5. In the **Customer eligibility** card, check the box for **Limit to customers based on VIP tiers**.
6. Select **Include specific VIP tier** and choose the tier from the dropdown.
7. Click **Create**.
Repeat these steps for each tier in your VIP program.
**Note:** The **Customer eligibility** card only appears if you have a VIP program set up. If you don't see it, [set up your VIP program first](/en/articles/4036322-add-vip-tiers).
## Exclude a tier from an earning rule
Instead of creating a tier-specific rule, you can exclude specific tiers from an existing earning rule. This is useful if you want most customers on a default rule but want to prevent one or more tiers from being eligible for it.
Use Include specific VIP tier when you want a dedicated earning rule for a specific tier. Use Exclude specific VIP tiers when you want multiple tiers to share the same earning rule, except for certain tiers.
For example, you might use one earning rule for Bronze and Silver tiers, exclude Gold from that rule, then create a separate earning rule specifically for Gold customers.
1. From Smile Admin, navigate to **Program** > **Points**.
2. In the **Ways to earn** card, find the earning rule you want to edit and click **Edit**.
3. In the **Customer eligibility** card, check the box for **Limit to customers based on VIP tiers**.
4. Select **Exclude specific VIP tiers** and choose the tiers from the dropdown.
5. Click **Save**.
## Important considerations
* **Cover every tier.** If you configure VIP-specific earning rules, create one for each tier including your entry tier. Any tier without a dedicated rule will still match your default earning rule. If both rules are active, customers in that tier will earn from both.
* **One tier per rule.** Each VIP-specific earning rule (using Include) supports one tier at a time. You must create a separate rule for each tier you want to configure.
* **Bonus points campaigns.** Bonus campaigns require exactly one active "Place an order" earning rule. If you have multiple active rules — for example, separate rules for each VIP tier — the bonus campaign creator will be blocked and you won't be able to launch a campaign. To run a bonus campaign, temporarily deactivate all but one "Place an order" rule. The bonus automatically applies to whichever single rule is active.
* **New tier rates apply to future orders.** When a customer's order moves them into a new VIP tier, that order earns at their current tier's rate. The new tier's earning rate takes effect starting with their next order.
# Configure Shopify store credit rewards
Source: https://help.smile.io/en/articles/configure-store-credit-rewards
Set up Shopify store credit as a points redemption option.
Store credit rewards let customers redeem points for store credit that is added directly to their Shopify account.
During checkout, Shopify shows customers their available store credit balance and lets them apply it to their order. Any remaining balance can be used on future orders until it is spent or expires.
**Feature availability**: Store credit rewards are available on **Standard**, **Growth**, **Plus**, and **Enterprise** plans for **Shopify** merchants only.
## Create a store credit reward
1. From **Smile Admin**, go to **Points**.
2. Click **Add ways to redeem** and select **Store credit**.
3. Choose a **Points redemption style**.
4. Configure the reward settings.
5. Optional: Under **Reward expiry**, select **Expire issued rewards after an elapsed time** and choose how long issued store credit remains valid.
6. Click **Create**.
**Important:** Store credit rewards rely on Shopify's store credit feature. Shopify store credit must be enabled in your Shopify admin for customers to receive and use store credit rewards.
## How it works
Customers can redeem their points for store credit.
When a customer redeems a store credit reward:
1. The required number of points is deducted from their points balance.
2. Store credit is added to their Shopify store credit balance.
3. The balance appears in their Shopify customer account.
4. During checkout, Shopify shows their available store credit balance and lets them apply it to their order.
5. Any unused balance remains available until it is spent or expires.
Smile records the redemption in the customer's reward history, but the store credit balance itself is managed by Shopify.
Customers can view their store credit balance in their Shopify customer account. You can view a customer's store credit balance from their customer profile in Shopify Admin.
## Reward expiry
If reward expiry is enabled, customers see the expiry date before they complete their redemption.
Customers also receive a reminder email before their store credit expires.
After the expiry date passes, any unused store credit issued through the reward is no longer available.
## Frequently asked questions
### Does store credit work with legacy customer accounts?
No. Store credit rewards require Shopify's new customer accounts.
### Where can customers view their store credit balance?
Store credit balances are managed by Shopify and aren't displayed in Smile. Customers can view their available store credit in their Shopify customer account.
### Where can I view a customer's store credit balance?
You can view a customer's available store credit from their customer profile in Shopify Admin.
### How does store credit appear in Smile?
When a customer redeems points for store credit, Smile records the redemption in the customer's reward history. Store credit balances are managed by Shopify and aren't displayed in Smile.
**Note**: Store credit is also available as a reward type on BigCommerce. To set it up, see [Configure ways to redeem points.](/en/articles/4036271-configure-ways-to-redeem-points)
# Configure VIP exclusive ways to redeem
Source: https://help.smile.io/en/articles/configure-vip-exclusive-ways-to-redeem
Create rewards that are only available to customers in specific VIP tiers.
If you have a VIP program, you can limit reward eligibility to customers in specific VIP tiers.
**Feature availability: VIP** is available on **Growth**, **Plus**, and **Enterprise** plans.
**Note**: Before setting up VIP exclusive rewards, make sure you have configured a [VIP program ](/en/articles/4036300-configure-vip-settings)and [ways to redeem](/en/articles/4036271-configure-ways-to-redeem-points).
## Set customer eligibility by VIP tier
To limit a reward to customers based on VIP tier:
1. In Smile Admin, navigate to **Program** > **[Points](https://app.smile.io/reward-programs/points).**
2. In the **Ways to redeem** card, find the reward you want to modify and click **Edit.**
3. In the **Customer eligibility** card, check **Limit to customers based on VIP tiers.**
4. Under **VIP tiers that can redeem this reward**, select the tier or tiers you want to include.
5. Click **Save.**
## Good to know
* Customers outside the eligible VIP tier will still see the reward in the Smile panel and Loyalty Hub (if enabled), but will not be able to redeem it until they reach the required tier.
* If you use Redeem at Checkout, customers will only see rewards available to their current VIP tier — locked rewards are not displayed.
* You can select multiple tiers for a single reward. Customers in any of the selected tiers can redeem the reward.
* VIP tier restrictions cannot be applied to Shopify POS rewards.
# Customize the reward panel
Source: https://help.smile.io/en/articles/customize-the-reward-panel
Update the content and appearance of your reward panel.
The reward panel is where customers can view their points balance, available rewards, and ways to participate in your loyalty program.
To customize your reward panel, go to **On-site content** > [**Panel**](https://app.smile.io/on-site/panel).
The panel editor includes two tabs:
* **Content** — Customize the text, images, and layout shown in your reward panel.
* **Appearance** — Customize your reward panel's styling.
**Important:** Changes to your reward panel can take up to 15 minutes to appear on your storefront. If you don't see your updates right away, wait a few minutes and refresh your browser before checking again.
## Customize reward panel content
Use the **Content** tab to customize the text, images, and layout shown in your reward panel.
Use the **Current view** dropdown to switch between reward panel screens, including **Home**, **Birthday entry**, **Referral program details**, and **VIP program details**.
### Add a banner image and brand icon
In the **Content** tab, you can add:
* **Banner image** — Minimum size: 1080 × 600 px. Supported file types: JPEG and PNG.
* **Brand icon** — Minimum size: 108 × 108 px. Supported file types: JPEG and PNG.
### Customize your reward panel header
You can customize the header shown at the top of your reward panel for both visitors and members, including the welcome text and loyalty program name.
For full details, see [**Customize loyalty program name**](/en/articles/4036208-customize-loyalty-program-name).
### Customize account creation content
Use the **Account creation CTA** section to customize the text shown to visitors.
**Note:** Some panel headings can't be customized, including "Ways to earn," "Ways to redeem," "Points activity," "Referral history," and "VIP activity."
### Reorder reward program sections
You can choose the order that your **Points**, **Referrals**, and **VIP** sections appear in the reward panel.
In the reward sections area, drag and drop sections into your preferred order.
## Customize reward panel appearance
Use the **Appearance** tab to customize your reward panel's theme, colors, shapes, and wallpaper.
**Note:** The font used in the Smile panel is fixed and can't be changed. To learn more, see [The Smile Font](/en/articles/4036213-the-smile-font).
### Change the panel theme
In the **Theme** section, select **Light** or **Dark**.
Theme settings also apply to other customer-facing Smile experiences, including Nudges and email notifications.
### Update panel colors
Use the **Colors** section to customize colors used throughout the reward panel, including banners, buttons, links, icons, and headers.
To update your primary or secondary brand colors, go to **Settings** > [**Branding**](https://app.smile.io/settings/branding).
### Change panel shapes
Use the **Shapes** section to customize the corner style used throughout the reward panel.
### Add a wallpaper
Use the **Wallpaper** section to add or remove a wallpaper pattern.
### Hide Smile branding
You can remove Smile branding from the reward panel.
For instructions, see [**Hide Smile branding**](/en/articles/10729340-hide-smile-branding).
# Customize the referral landing popup icon
Source: https://help.smile.io/en/articles/referral-landing-popup-icon
Customize the icon displayed in the referral landing popup.
When a friend clicks a referral link, they're taken to your website and shown the referral landing popup, where they can enter their email address to claim their friend reward. You can customize its icon to match your brand.
For more information about the referral customer journey, see **[Understand how referrals work](/en/articles/4036289-understand-how-referrals-work).**
**Important**: Changes can take up to 15 minutes to appear on your site. If you don't see your updates immediately, wait a few minutes and refresh your browser cache before checking again.
## Customize the icon
To customize the icon displayed in the referral landing popup:
1. In Smile Admin, go to **Settings** > [**Branding**](https://app.smile.io/settings/branding).
2. In the **Referral Landing Popup** section, click **Edit**.
3. Under **Icon**, choose one of the following options:
* **Default:** Select a preset icon from the available options.
* **Upload your own icon:** Upload a square JPEG or PNG image that is at least **108 × 108 px**.
4. Review the live preview to see how the icon will appear in the popup.
5. Click **Save**.
**Tip:** You can customize which page on your website customers land on when they click a referral link. The referral landing popup will appear on that page. For more information, see [Choose a referral landing page](/en/articles/4036295-add-referral-landing-page).
# Security and compliance
Source: https://help.smile.io/en/articles/security-compliance
Learn about Smile's security certifications, privacy practices, and compliance resources.
## Security certifications
Smile maintains the following certifications and recognitions:
* Current SOC 2 Type II audit report (available through the [Smile Security Hub](https://app.drata.com/trust/638fe340-5f83-47cb-935a-6f8ec0e1fe44))
* Built for Shopify
* Shopify Certified Technology Partner
For the latest certification status, security documentation, compliance reports, and subprocessor information, visit the [Smile Security Hub](https://app.drata.com/trust/638fe340-5f83-47cb-935a-6f8ec0e1fe44)
## Privacy
Smile's privacy practices include:
* GDPR compliance.
* Smile acts as a Data Processor, while merchants act as the Data Controller.
* A Data Processing Addendum (DPA) is available.
* Processes are in place to support data subject access and deletion requests.
* Smile does not sell customer data.
For full information, see:
* [Privacy and data collection](/en/articles/4036238-privacy-and-data-collection)
* [GDPR and Smile](/en/articles/4036237-gdpr-and-smile)
# Use Shopify Flow to adjust a customer’s points balance
Source: https://help.smile.io/en/articles/shopify-flow-adjust-points-balance
Automatically add or remove points from a customer's points balance using the Adjust points balance action in Shopify Flow.
The **Adjust points balance** action updates a customer's points balance as part of a Shopify Flow workflow. It uses the same fields as a manual points adjustment, but runs automatically when your workflow conditions are met.
**Note:** Not sure whether to use **Send Smile activity** or **Adjust points balance**? See [**Shopify Flow and Smile**](/en/articles/shopify-flow-and-smile).
**Feature availability:** Shopify Flow actions are available on **Essential, Standard, Growth, Plus, and Enterprise** plans for merchants using Shopify Flow.
## How the action works
The Adjust points balance action can add or remove points for both guest customers and loyalty program members. The action won’t run for customers who have been excluded from your loyalty program.
When you add **Adjust points balance** to a workflow, you'll configure three fields:
**Points** — The number of points that will be added or removed from the customer’s points balance. Use a positive number to add points, a negative number to remove points, or a mathematical formula to dynamically calculate the number of points to add/remove. Formulas can contain Shopify variables (e.g. `5 * {{variable}} + 2`), and any decimal values will be rounded to the nearest whole number. If you attempt to remove more points than a customer currently has, the action will fail.
**Description** — A note customers will see in their points history, such as **Bonus points for purchasing Product X**. You can use Shopify variables in this field.
**Internal note** — A private note for your records that customers won't see, such as **Part of summer promo campaign**. You can use Shopify variables in this field.
## Set up the Adjust points balance action
**Important:** Make sure the Shopify Flow app is installed in your store before continuing. You don't need to configure anything in Smile Admin before using this action.
1. From Shopify Admin, go to [**Flow**](https://admin.shopify.com/apps/flow).
2. Click **Create workflow**.
3. Click **Select a trigger**, then choose your trigger.
4. Optional: Click the **+** icon, then choose **Condition** to add conditions to your workflow.
5. Click the **+** icon, then choose **Action**.
6. Search for **Smile**, then select **Adjust points balance**.
7. In the **Customer** field, the customer variable will automatically populate based on your trigger, such as `order.customer.id`.
8. In the **Points** field, enter the number of points to add or remove. Use a negative number to deduct points. You can include Shopify variables in formulas, such as `2 * {{order.subtotalLineItemsQuantity}}`.
9. In the **Description** field, enter the text customers will see in their points history.
10. Optional: In the **Internal note** field, add a note for your records.
11. Click **Turn on workflow**.
**Note:** Shopify variables in formulas are limited to Shopify order and customer data. Smile data — such as a customer's points balance, redemption history, or reward details — isn't available as Flow variables and can't be used in point calculations.
**Tip:** Use a clear, customer-friendly description so customers understand why their points balance changed, such as **Bonus points for your order.**
# Understand Shopify Flow and Smile
Source: https://help.smile.io/en/articles/shopify-flow-and-smile
Use Shopify Flow to automatically award points or adjust a customer's points balance based on events in your store.
Shopify Flow lets you create automated workflows using triggers, conditions, and actions. With Smile's Shopify Flow actions, you can automatically award points or adjust a customer's points balance when events occur in your store.
Smile includes two actions you can use in Shopify Flow:
* **Send Smile activity**
* **Adjust points balance**
**Feature availability:** Shopify Flow actions are available on **Essential, Standard, Growth, Plus, and Enterprise** plans for merchants using Shopify Flow.
## Choose the right action
Smile offers two actions in Shopify Flow. The right choice depends on how you want points to be issued and tracked.
### Send Smile activity
**Send Smile activity** requires setup in Smile Admin and records points as earned points in your analytics.
**Visibility:** Activities configured for **Send Smile activity** appear as earning opportunities in the Smile panel and any other customer-facing loyalty surfaces you've enabled. This lets customers see how they can earn points before completing the action.
Use **Send Smile activity** when:
* You want to award a fixed number of points based on a customer or order trigger.
* You want points to be recorded as earned points in your analytics.
* You're rewarding customers for completing a specific action.
You want customers to see the earning opportunity and receive Smile points-earned email notifications (if enabled).
### Adjust points balance
**Adjust points balance** updates a customer's points balance directly and doesn't require setup in Smile Admin.
**Visibility:** Points awarded through **Adjust points balance** aren't displayed as an earning opportunity in the Smile panel or other customer-facing loyalty surfaces.
Use **Adjust points balance** when:
* You need to issue a dynamic number of points, such as points based on order quantity.
* Your trigger isn't tied to a customer activity configured in Smile.
* You want to issue double points or another multiplier-based reward.
* You need to add or remove points from a customer's balance.
* You don’t need to notify the customer of the points earned with an email or display the earning opportunity for customers.
Unlike **Send Smile activity**, **Adjust points balance** supports formulas and Shopify variables. This makes it useful for dynamic rewards, such as double-points promotions or points based on order quantity.
## Deduct points for refunded orders
Points awarded through **Send Smile activity** aren't automatically removed when the triggering order is refunded. Unlike Smile's built-in **Place an order** earning rule, Shopify Flow earning rules don't automatically deduct points for refunded orders.
If you want to deduct points for refunded orders, create a separate Shopify Flow workflow using the [**Adjust points balance**](/en/articles/shopify-flow-adjust-points-balance) action.
**Note:** A deduction can't reduce a customer's points balance below zero. If the deduction would result in a negative points balance, it won't be applied.
## Next steps
* [Use Shopify Flow to award points](/en/articles/4036187-use-shopify-flow-to-award-points-with-smile)
* [Use Shopify Flow to adjust a customer's points balance](/en/articles/shopify-flow-adjust-points-balance)
* [Example: Award bonus points for repeat purchases using Shopify Flow](/en/articles/6647447-award-bonus-points-for-repeat-purchases-using-shopify-flow)
# Does Smile affect storefront performance?
Source: https://help.smile.io/en/articles/smile-storefront-performance
Learn how Smile is designed to minimize its impact on storefront performance.
Smile is designed to have minimal impact on storefront performance. Smile loads its storefront assets independently of your main page content and minimizes work that blocks the initial page load.
While every app added to a storefront has some impact, Smile is designed to keep that impact as small as possible.
## Why the Smile Launcher appears after the page loads
The Smile Launcher loads after your storefront's main content as part of Smile's performance optimization. This helps minimize the impact on storefront performance by avoiding work that blocks the initial page load.
## Shopify certifications
Smile is both **Built for Shopify** and a **Shopify Plus Certified App Partner**.
As part of the **Built for Shopify** review process, Shopify measures an app's impact on storefront performance. To qualify, apps must meet Shopify's performance standards, including not reducing a storefront's Lighthouse Performance score by more than 10 points. Smile meets these requirements.
We continuously monitor storefront performance to maintain these certifications and ensure Smile continues to have minimal impact on storefront performance.
# Send a test customer email in Smile Admin
Source: https://help.smile.io/en/articles/test-customer-email
Preview how your loyalty emails appear in a real inbox.
You can send a test version of any customer email to see how it appears to your customers.
## Send a test email
1. From **Smile Admin**, go to **Settings > [Customer emails](https://app.smile.io/settings/customer-notifications)**.
2. Select the email you want to test, then click **Edit**.
3. Click **Send test email**.
4. Review the recipient email address. Test emails can only be sent to the email address associated with your Smile account.
5. Click **Send test**.
## What to expect in a test email
* **Dynamic variables appear as placeholders** Variables such as `{{customer.first_name}}` and `{{reward_fulfillment.name}}` won't be replaced with real customer or reward data. Instead, test emails display placeholder text, such as **(reward name)** and **(customer next reward name)**.
* **Unsubscribe link is not active** The unsubscribe link in test emails is not functional.
* **Your branding is applied** Your store’s logo, sender name, and branding display as configured.
## Tips
* **Check your actual inbox** Email clients (e.g. Gmail or Outlook) can render emails differently. Sending a test email is the best way to see the final result.
* **Use preview for quick checks** You can use the in-app preview under **Settings > Branding > [Email](https://app.smile.io/settings/branding/email)** to quickly review visual updates before sending a test.
* **One recipient at a time** Test emails can only be sent to one address per send.
# Understand customer exclusions
Source: https://help.smile.io/en/articles/understand-customer-exclusions
Learn how exclusions affect points, rewards, referrals, and customer visibility in your loyalty program.
## Ways to exclude customers
You can exclude customers from your loyalty program in two ways:
* [Exclude a customer manually](/en/articles/4036235-exclude-a-customer) — best for one-off exclusions.
* [Exclude customers by tag](/en/articles/4036223-exclude-customers-by-tag) — best for automatically excluding groups of customers.
Both methods can be reversed at any time, and the exclusion behaviors below apply equally to each method.
## What to expect when a customer is excluded
Customers are not notified when they are excluded from your loyalty program, whether they are excluded manually or by tag.
## Visibility behavior
| Customer state | Smile visibility |
| :------------------- | :---------------------------------------------------------------------------------------------------------------- |
| Not logged in | The Smile launcher, panel, and embedded Smile UI features remain visible. |
| Logged in | The Smile launcher, panel, and embedded Smile UI features are hidden. |
| Loyalty Landing Page | Always visible to excluded customers. |
| Loyalty Hub | Visible, but all program content is hidden. Customers see a message explaining they are not eligible for rewards. |
## Program activity
Excluded customers:
* Do not earn points.
* Cannot redeem rewards.
* Cannot use referral links, which become inactive while the customer is excluded.
* Do not receive loyalty email notifications.
* Still have their points expire if points expiry is enabled, without being notified beforehand.
**Note:** Excluded customers continue to sync with connected integrations (such as Klaviyo, Mailchimp, HubSpot, and Dotdigital). Exclusion only affects loyalty program activity — customer data still syncs to connected tools.
## Existing rewards and discount codes
Excluding a customer does not remove or deactivate reward discount codes that have already been created in Shopify.
If an excluded customer already has an active discount code, they may still be able to use it at checkout unless the discount code is manually deleted in Shopify.
## Customer profile
Excluding a customer does not remove their profile from Smile Admin.
You can still:
* View the customer’s profile.
* Re-include the customer in your program at any time.
## **What to expect if a customer is re-included**
If you later re-include a customer, they can immediately earn points, redeem rewards, and use their referral link again. The Smile launcher and panel become visible to them once logged in.
Their points balance and history are preserved — nothing is lost during exclusion. However, orders placed while excluded do not earn points or count toward VIP progress.
───
# Use Smile with Shopify Sidekick
Source: https://help.smile.io/en/articles/use-smile-with-shopify-sidekick
Learn how to use Shopify Sidekick to ask questions about your Smile loyalty program.
Shopify Sidekick can answer questions about your loyalty program using Smile analytics.
Before Sidekick can use data from Smile, you'll be asked to approve the connection. Approval only applies to your current Sidekick conversation.
## What you can ask Sidekick
You can ask Sidekick questions about your loyalty program, such as:
* How is my loyalty program contributing to my business growth?
* How are loyalty members performing compared to non-members?
* How healthy is my loyalty program?
* How is my referral program performing?
Smile provides Sidekick with analytics in the following areas:
* Business growth
* Performance benchmarks
* Customer segments
* Points activity
* Referral performance
## Data availability
Sidekick displays when the Smile analytics were last refreshed.
If you've recently installed Smile or your analytics are still being generated, your data may take up to 24 hours to become available.
## Use Smile with Sidekick
1. Open Shopify Sidekick.
2. Ask a question about your Smile loyalty program.
3. When prompted, approve Sidekick's request to use Smile.
4. Sidekick uses Smile analytics to answer your question.
## Learn more
For more information about using Sidekick, refer to [Shopify's Sidekick documentation](https://help.shopify.com/en/manual/shopify-admin/productivity-tools/sidekick).
# View points expiry for a customer
Source: https://help.smile.io/en/articles/view-points-expiry
Check when a customer's points are set to expire.
Points expiry information is available in two places: on a customer's Shopify profile for quick individual lookups, and in a pre-built report in Smile Admin for bulk visibility across your program. This article explains how to use both — if you haven't enabled points expiry yet, see [Configure points expiry](/en/articles/4036281-configure-points-expiry).
**Feature availability**: Points expiry is available on **Growth, Plus, and Enterprise** plans.
## View expiry for a single customer in Shopify Admin
The Smile loyalty block on Shopify customer profiles shows a customer's current points balance and their expiry date.
**Note:** The Smile loyalty block must be added to your Shopify customer pages before you can use it. See [Add the Smile loyalty block to Shopify customer pages](/en/articles/13639207-add-the-smile-loyalty-block-to-shopify-customer-pages) for setup instructions.
1. In Shopify Admin, go to **Customers**.
2. Select the customer you want to look up.
3. Scroll to the **Smile Loyalty Program** block on the customer profile page.
4. Check the customer's points expiry date.
## View expiry across your customer base
The **List of customers with points expiring** report in Smile Admin shows upcoming points expirations across all customers.
1. In Smile Admin, navigate to **Analytics** > [**Reports**](https://app.smile.io/analytics/reports).
2. Click **List of customers with points expiring**.
3. Use the drop-down menus to select the date range you want to review.
4. To download the data, click the **More options** menu (⋯) at the top right of the report, then select **Download**.
**Tip:** To learn how points expiry works and how expiry dates are calculated, see [Understand points expiry](/en/articles/5348802-understand-points-expiry).
# CM Commerce integration overview
Source: https://help.smile.io/en/integrations/cm-commerce/overview
Connect Smile.io with CM Commerce to sync loyalty data into your email campaigns and reward customers for product reviews.
## About CM Commerce
[CM Commerce](https://www.cmcommerce.com/) is an ecommerce email marketing platform from Campaign Monitor with built-in product review collection. When connected to Smile, you can sync loyalty data into CM Commerce audiences, personalize emails with rewards data, and reward customers with points for leaving product reviews.
## Features and functionality
With the Smile and CM Commerce integration, you can:
* Sync points balance and VIP tier to CM Commerce contacts
* Segment audiences by loyalty status
* Use loyalty data in email templates
* Reward customers with points for leaving CM Commerce product reviews
## Integration requirements
To use the Smile and CM Commerce integration, you must meet the following requirements:
This integration is available on the Essential, Standard, Growth, Plus, and Enterprise plans. The number of integrations you can connect depends on your plan.
## Setup instructions
In **Smile Admin**, [install the integration](https://app.smile.io/integrations/cmcommerce), then refer to the [CM Commerce documentation](https://help.commerce.campaignmonitor.com/s/article/how-do-i-use-cm-commerce-with-smile-io) for instructions on how to set up and configure the Smile and CM Commerce integration.
## Getting help
The Smile and CM Commerce integration is built and supported by CM Commerce. For any questions or issues, refer to the [CM Commerce help center](https://help.commerce.campaignmonitor.com/) or contact CM Commerce support.
# Digioh integration overview
Source: https://help.smile.io/en/integrations/digioh/overview
Connect Smile.io with Digioh to reward points for completing quizzes, surveys, and pop-ups.
## About Digioh
[Digioh](https://digioh.com/) is a platform for building product quizzes, surveys, and pop-ups that help merchants capture leads and personalize the shopping experience. When connected to Smile, you can reward customers with loyalty points for completing Digioh experiences — all without any custom development required.
## Features and functionality
With the Smile and Digioh integration, you can:
* Reward customers for completing product recommendation quizzes
* Award points for filling out surveys
* Incentivize pop-up form submissions with loyalty points
* Use Smile custom activity types (without any custom development required)
## Integration requirements
To use the Smile and Digioh integration, you must meet the following requirements:
This integration requires API access, which is typically only available on the Plus and Enterprise plans. If you're on a lower plan that does not include API access, you can [contact support](/en/articles/4495476-how-to-get-help-with-smile) to discuss options.
## Setup instructions
Refer to the [setup guide](/en/integrations/digioh/setup) for instructions on how to install and configure the Smile and Digioh integration.
## Getting help
The Smile and Digioh integration is manually configured by you. If you have questions or encounter issues with the Digioh portion of the setup, refer to the [Digioh help center](https://help.digioh.com/) or contact Digioh support. If you have questions or issues with the Smile portion of the setup, [contact Smile support](/en/articles/4495476-how-to-get-help-with-smile).
# Digioh integration setup
Source: https://help.smile.io/en/integrations/digioh/setup
Setup instructions for installing and configuring the Smile and Digioh integration.
## How it works
When a customer completes a Digioh form, Digioh will automatically send a request to Smile's API to create an activity record. Smile will then evaluate the activity against your program configuration and issue points to the customer if they qualify. This enables you to reward customers for completing Digioh forms without any custom code required.
## 1. Create a custom activity type
First, define the action you want to reward for in Smile.
1. In **Smile Admin**, navigate to **Settings** > [**Developer tools**](https://app.smile.io/settings/developer-tools).
2. In the **Custom activities** card, click **Create new activity type**.
3. Fill in the **Name before completed** (e.g. *"Complete our product quiz"*) and **Name after completed** (e.g. *"Completed our product quiz"*) fields.
4. Optionally, check **Include a call to action** and add a link to the Digioh experience so customers can find it directly from all Smile surfaces (e.g. the rewards panel, Loyalty Hub, etc).
5. Click **Create**.
6. Copy the **Token** (e.g. `activity_abc123...`) to a safe place — you'll need it in Step 4.
**Warning:** Including a call to action does NOT automatically trigger a reward when the link is clicked. You must still complete the remaining steps to notify Smile when the Digioh form is submitted.
## 2. Create a way to earn
Next, configure how many points customers earn when the form is submitted.
1. In **Smile Admin**, navigate to **Program** > [**Points**](https://app.smile.io/reward-programs/points).
2. Click **Add ways to earn**.
3. Select the custom activity type you created in Step 1.
4. In the **Earning value** card, enter the number of points to award.
5. Click **Create**.
Once active, this way to earn will appear in all Smile surfaces and be visible to customers.
## 3. Create a Smile API key
Then, create a Smile API key with permissions to create activities.
1. In **Smile Admin**, navigate to **Settings** > **[Developer tools](https://app.smile.io/settings/developer-tools)**.
2. In the **Manage API keys** card, click **Generate new API key**.
3. In the **Name** field, enter `Digioh`.
4. For access scopes, select only `Create and manage customer activities [activity:write]`
5. Click **Generate**.
6. Copy the **API key** (e.g. `api_abc123...`) to a safe place — you'll need it in Step 4.
## 4. Set up a Digioh API Form Post
Finally, configure Digioh to notify Smile whenever a customer submits your form.
### Create the integration
1. In your **Digioh account**, navigate to **Integrations** > **[Add New Integration](https://account.digioh.com/Integration/Create?Partner_B=custom)**.
2. Set the **Friendly Name** to `Create Smile.io Activity`.
3. For **Integration**, ensure **API Form Post** is selected.
4. Set the **Form Post URL** to:
```
https://api.smile.io/v1/activities
```
5. Set the **Post Type** to **JSON Raw**.
6. From the **Campaign** dropdown, select the campaign/form you want to reward for the completion of.
7. Click **Create Integration**.
**Important:** Once created, you'll be taken to the **Integration Advanced Settings** screen. You must follow the instructions below to finish configuring the integration.
### Configure advanced settings
From the **Integration Advanced Settings** screen:
1. Confirm the **HTTP Method** is set to **POST**.
2. In the **Header Key 1** field, enter:
```
Authorization
```
3. In the **Header Value 1** field, enter the following — replacing `YOUR_SMILE_API_KEY` with the API key you created in Step 3:
```
Bearer YOUR_SMILE_API_KEY
```
4. In the **Integration Template** field, paste the following JSON — replacing `YOUR_ACTIVITY_TOKEN` with the token from Step 1:
```json theme={null}
{
"activity": {
"customer_email": "[EMAIL]",
"token": "YOUR_ACTIVITY_TOKEN",
"distinct_id": "[SUBMISSION_ID]",
"created_on_origin_at": "[SUBMIT_DATE]"
}
}
```
**Important:** Digioh uses uppercase square-bracket syntax (e.g. `[EMAIL]`) to insert form values into the template. The JSON must be valid — avoid trailing commas or unsupported merge tags, as these will cause the request to fail.
5. Click **Save Advanced Settings**.
## 5. Test the integration
1. Submit your Digioh form using an email address associated with a customer in your Smile program.
2. In your Digioh account, navigate to **Integrations**, click **View Logs** and confirm the request returned a successful response (the response body should include an `activity` object with an `id`).
3. In **Smile Admin**, look up the customer and confirm their points balance has been updated.
**Note:** After a successful activity is created, Smile evaluates it against your program configuration asynchronously. Points are typically issued within a few seconds, but may take slightly longer during high traffic periods.
## Troubleshooting
| Issue | What to check |
| ---------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------ |
| Request fails with `500 Internal Server Error` | Confirm `customer_email` is resolving to a non-empty value. Check the Digioh Integration Log Stream to see the exact request that was sent. |
| Request fails with a JSON parse error | Check your Integration Template for invalid JSON — common causes include trailing commas or merge tags that couldn't be resolved. |
| Customer is not receiving points | Confirm the way to earn from Step 2 is active, and that the `token` in your template matches the activity type created in Step 1. |
| Duplicate points on resubmission | Ensure `[SUBMISSION_ID]` is included in your template as the `distinct_id`. This prevents the same submission from being counted more than once. |
# Dotdigital integration overview
Source: https://help.smile.io/en/integrations/dotdigital/overview
Connect Smile.io with Dotdigital to sync points balance and VIP tier into your email campaigns.
## About Dotdigital
[Dotdigital](https://dotdigital.com/) is a cross-channel marketing automation and customer experience platform built for ecommerce. When connected to Smile, you can sync loyalty data into Dotdigital address books and use it to segment audiences and personalize email content.
## Features and functionality
With the Smile and Dotdigital integration, you can:
* Sync points balance, VIP tier, and referral URL to Dotdigital contacts
* Segment audiences by points balance or VIP tier
* Use loyalty data in email templates
## Integration requirements
To use the Smile and Dotdigital integration, you must meet the following requirements:
This integration is available on the Essential, Standard, Growth, Plus, and Enterprise plans. The number of integrations you can connect depends on your plan.
## Setup instructions
Refer to the [setup guide](/en/integrations/dotdigital/setup) for instructions on how to install and configure the Smile and Dotdigital integration.
## Getting help
The Smile and Dotdigital integration is built and supported by Smile. For any questions or issues, [contact Smile support](/en/articles/4495476-how-to-get-help-with-smile).
# Dotdigital integration setup
Source: https://help.smile.io/en/integrations/dotdigital/setup
Setup instructions for installing and configuring the Smile and Dotdigital integration.
## Install the Dotdigital integration
To install and configure the Smile and Dotdigital integration:
1. In Dotdigital, [create a new API user](https://support.dotdigital.com/en/articles/8199489-create-an-api-user).
* For the **Description**, enter `Smile.io`.
* For **Rate limiting**, select `Tiered`.
2. In **Smile Admin**, install the [Dotdigital integration](https://app.smile.io/integrations/dotmailer)/.
3. Follow the instructions to connect the integration to Dotdigital using the API user you just created.
4. Once connected, on the Dotdigital integration [settings page](https://app.smile.io/integrations/dotmailer), select the address book you want to sync your rewards program information to, and click **Sync address book**.
**Note:** The first data sync can take anywhere from a few minutes to a couple of hours, and only needs to happen once. The exact duration will depend on the number of customers in your Smile account.
## Data syncing
Here's what to expect with how data is synced from Smile to Dotdigital:
* Customers in Smile are matched to Dotdigital contacts by email address, and synced to the address book you selected.
* If a customer already exists in Dotdigital with the same email address, their data will be updated with the latest information from Smile.
* If a customer does not exist in Dotdigital with the same email address, a new contact will be created with the information from Smile.
## Data fields
Once installed and connected, Smile will sync the following data fields in Dotdigital for each customer in the address book you selected.
| Data field name | Data type | Description |
| ---------------------- | --------- | ----------------------------------------------------------------------------------------------- |
| `SMILE_POINTS_BALANCE` | Number | The customer's current points balance. |
| `SMILE_REFERRAL_URL` | String | The customer's unique referral URL. Used to share with friends as part of the referral program. |
| `SMILE_VIP_TIER_ID` | Number | The ID of the customer's current VIP tier. |
| `SMILE_VIP_TIER_NAME` | String | The name of the customer's current VIP tier. |
| `SMILE_STATE` | String | The customer's state (`member`, `candidate`, or `disabled`). |
You can use these data fields in your email templates to display an individual's loyalty program information, or use it to segment your audience for targetted email sending.
# Fera integration overview
Source: https://help.smile.io/en/integrations/fera/overview
Connect Smile.io with Fera to reward customers with points for writing product, photo, and video reviews.
## About Fera
[Fera](https://www.fera.ai/) is a product reviews and ratings app that collects text, photo, and video reviews from your customers. When connected to Smile, you can reward customers with loyalty points for submitting reviews, with separate point values for text, photo, and video review types.
## Features and functionality
With the Smile and Fera integration, you can:
* Reward customers for writing product reviews, photo reviews, and video reviews
* Set different point values for each review type
* Automatically award points when reviews are approved
## Integration requirements
To use the Smile and Fera integration, you must meet the following requirements:
This integration is available on the Essential, Standard, Growth, Plus, and Enterprise plans. The number of integrations you can connect depends on your plan.
## Setup instructions
In **Smile Admin**, [install the integration](https://app.smile.io/integrations/fera), then refer to the [Fera documentation](https://help.fera.ai/en/articles/5902270-smile-io-integration) for instructions on how to set up and configure the Smile and Fera integration.
## Getting help
The Smile and Fera integration is built and supported by Fera. For any questions or issues, refer to the [Fera help center](https://help.fera.ai/en/) or contact Fera support.
# Glew integration overview
Source: https://help.smile.io/en/integrations/glew/overview
Connect Smile.io with Glew to analyze loyalty program performance alongside your other ecommerce metrics.
## About Glew
[Glew](https://www.glew.io/) is a commerce analytics platform that pulls data from your ecommerce store and other tools into a single source for reporting and segmentation. When connected to Smile, you can see loyalty program activity at the individual customer level, segment customers by points and VIP tier, and measure metrics like AOV and LTV by reward segment.
## Features and functionality
With the Smile and Glew integration, you can:
* View reward program activity at the individual customer level
* Segment customers by points balance or VIP tier
* Measure AOV, LTV, and repeat purchase rate by reward segment
## Integration requirements
To use the Smile and Glew integration, you must meet the following requirements:
This integration is available on the Essential, Standard, Growth, Plus, and Enterprise plans. The number of integrations you can connect depends on your plan.
## Setup instructions
In **Smile Admin**, [install the integration](https://app.smile.io/integrations/glew-io), then refer to the [Glew documentation](https://www.glew.io/integrations/smile-analytics-reporting) for instructions on how to set up and configure the Smile and Glew integration.
## Getting help
The Smile and Glew integration is built and supported by Glew. For any questions or issues, refer to the [Glew FAQs](https://www.glew.io/faqs) or contact Glew support.
# Gorgias integration overview
Source: https://help.smile.io/en/integrations/gorgias/overview
Connect Smile.io with Gorgias to display loyalty data alongside support tickets.
## About Gorgias
[Gorgias](https://www.gorgias.com/) is a customer support helpdesk built for ecommerce, unifying email, chat, SMS, voice, and social messages into a single inbox. When connected to Smile, your support team can see each customer's loyalty data alongside their tickets and use it to personalize replies and automate workflows.
## Features and functionality
With the Smile and Gorgias integration, you can:
* Display customer loyalty data (points, VIP tier, referral URL) alongside support tickets
* Use Smile variables in macros to personalize agent replies
* Trigger Gorgias rules based on a customer's points balance or VIP tier
## Integration requirements
To use the Smile and Gorgias integration, you must meet the following requirements:
This integration is available on the Essential, Standard, Growth, Plus, and Enterprise plans. The number of integrations you can connect depends on your plan.
## Setup instructions
In **Smile Admin**, [install the integration](https://app.smile.io/integrations/gorgias), then refer to the [Gorgias documentation](https://docs.gorgias.com/reward-and-loyalty/smile) for instructions on how to set up and configure the Smile and Gorgias integration.
## Getting help
The Smile and Gorgias integration is built and supported by Gorgias. For any questions or issues, refer to the [Gorgias help center](https://docs.gorgias.com/en-US) or contact Gorgias support.
# Hive integration overview
Source: https://help.smile.io/en/integrations/hive/overview
Connect Smile.io with Hive to sync points balance and VIP tier into your email and SMS campaigns.
## About Hive
[Hive](https://hive.co/) is a marketing automation platform built for live event promoters, combining email, SMS, CRM, and reporting in one tool. When connected to Smile, you can sync loyalty data to Hive contacts, segment audiences by points or VIP tier, and trigger automated flows based on loyalty events.
## Features and functionality
With the Smile and Hive integration, you can:
* Sync points balance, VIP tier, and referral URL to Hive contact profiles
* Segment audiences by points balance or VIP tier
* Trigger automated email and SMS flows when customers cross points thresholds or change VIP tiers
## Integration requirements
To use the Smile and Hive integration, you must meet the following requirements:
This integration is available on the Essential, Standard, Growth, Plus, and Enterprise plans. The number of integrations you can connect depends on your plan.
## Setup instructions
In **Smile Admin**, [install the integration](https://app.smile.io/integrations/hive), then refer to the [Hive documentation](https://faq.hive.co/en/articles/2118568-smile-io-integration) for instructions on how to set up and configure the Smile and Hive integration.
## Getting help
The Smile and Hive integration is built and supported by Hive. For any questions or issues, refer to the [Hive help center](https://faq.hive.co/en/) or contact Hive support.
# HubSpot integration overview
Source: https://help.smile.io/en/integrations/hubspot/overview
Connect Smile.io with HubSpot to sync points balance and VIP tier into your CRM and email campaigns.
## About HubSpot
[HubSpot](https://www.hubspot.com/) is a marketing, sales, and customer service platform that unifies customer data across the buying lifecycle. When connected to Smile, you can sync loyalty data into HubSpot contact properties and use it to segment lists, build automated workflows, and personalize email campaigns.
## Features and functionality
With the Smile and HubSpot integration, you can:
* Sync points balance, VIP tier, and referral URL to HubSpot contacts
* Build HubSpot lists segmented by points balance or VIP tier
* Filter contacts by loyalty data for easy sorting and management
* Use loyalty data to personalize email campaigns and trigger workflows
## Integration requirements
To use the Smile and HubSpot integration, you must meet the following requirements:
This integration is available on the Essential, Standard, Growth, Plus, and Enterprise plans. The number of integrations you can connect depends on your plan.
## Setup instructions
Refer to the [setup guide](/en/integrations/hubspot/setup) for instructions on how to install and configure the Smile and HubSpot integration.
## Getting help
The Smile and HubSpot integration is built and supported by Smile. For any questions or issues, [contact Smile support](/en/articles/4495476-how-to-get-help-with-smile).
# Create segments and lists in HubSpot
Source: https://help.smile.io/en/integrations/hubspot/segments-lists
Use HubSpot to create segments and lists of customers based on Smile loyalty data.
A great way to segment your customers is to create a list in HubSpot based on loyalty and rewards information. Segments can be created based on any of the [synced contact properties](/en/integrations/hubspot/setup#contact-properties).
## Create a segmented list
Follow the steps below to create a unique Smile program members list using the properties that are synced in our integration.
**Note:** you must be on HubSpot's **Basic**, **Pro,** or **Enterprise** plan to create a list.
When you are creating a new list in HubSpot, give your list a name so that you can easily identify this specific group of customers.
**Tip:** Choose the Smart list option so that your list will update continuously based on your program's rules.
Select the **Contact Property** option and search for the Smile property you would like to use for your list. If you would like a list of all your program members who have points, search for **Smile Points Balance.** If you want to know how many customers are in a specific VIP tier, search for **Smile VIP Tier Name.**
When you've found the Smile property you'd like to use, select **is greater than or equal to** and enter **1.** This will generate a list of customers that have 1 or more points in your rewards program.
When you're happy with your list, click **Done** and **Save** to have HubSpot start processing your list.
## Filtering contacts
When you are managing your customers in HubSpot, you have the option to filter your contacts by program member information.
1. On the **Contacts** page of your HubSpot Admin, click the **"Add filter"** link found on the left-hand side.
2. In the filter list, search for **Smile** to bring up the different ways you can filter your contacts according to your program's data.
3. Select the rewards data you would like to filter your list by and fill in the necessary fields.
4. Click **Apply Filter** to view all contacts who fit the prescribed criteria.
# HubSpot integration setup
Source: https://help.smile.io/en/integrations/hubspot/setup
Setup instructions for installing and configuring the Smile and HubSpot integration.
## Install the HubSpot integration
To install and configure the Smile and HubSpot integration:
1. In **Smile Admin**, install the [HubSpot integration](https://app.smile.io/integrations/hubspot).
2. Follow the instructions to connect the integration to your HubSpot account.
3. Once connected, on the HubSpot integration [settings page](https://app.smile.io/integrations/hubspot), click **Sync customer data**.
**Note:** The first data sync can take anywhere from a few minutes to a couple of hours, and only needs to happen once. The exact duration will depend on the number of customers in your Smile account. After this initial sync, customers are updated automatically based on their activity in Smile.
## Data syncing
Here's what to expect with how data is synced from Smile to HubSpot:
* After the initial sync, customer data is automatically updated in HubSpot whenever a customer earns or redeems points, changes VIP tiers, or has their status updated in Smile.
* Customers in Smile are matched to HubSpot contacts by email address.
* If a customer already exists in HubSpot with the same email address, their data will be updated with the latest information from Smile.
* If a customer does not exist in HubSpot with the same email address, a new contact will be created with the information from Smile.
* **All loyalty members with an email address are synced to HubSpot.** Individual customers can't be excluded from syncing. If needed, use the **Smile State** property explained below to filter and segment contacts in HubSpot.
## Contact properties
Once installed and connected, Smile will create a new `Smile.io Customer Info` property group, and for each customer, sync the following properties.
| Property name | Data type | Description |
| ---------------------- | --------- | ----------------------------------------------------------------------------------------------- |
| `Smile Points Balance` | Number | The customer's current points balance. |
| `Smile Referral URL` | String | The customer's unique referral URL. Used to share with friends as part of the referral program. |
| `Smile VIP Tier ID` | Number | The ID of the customer's current VIP tier. |
| `Smile VIP Tier Name` | String | The name of the customer's current VIP tier. |
| `Smile State` | String | The customer's state (`member`, `candidate`, or `disabled`). |
You can use these properties in your HubSpot workflows to segment your audience for targeted email sending.
# Judge.me integration overview
Source: https://help.smile.io/en/integrations/judge-me/overview
Connect Smile.io with Judge.me to reward customers with points when they write a product review.
## About [Judge.me](http://Judge.me)
[Judge.me](https://judge.me/) is a fully featured product review platform. When connected to Smile, you can reward customers with loyalty points for writing product reviews, leaving star ratings, and submitting business reviews. Reviews are collected via in-email forms, making it easy for customers to leave feedback without visiting your store.
## Features and functionality
With the Smile and Judge.me integration, you can:
* Reward customers for writing product reviews through Judge.me
* Set different point amounts for text, photo, and video reviews, allowing you to reward each review type differently.
* Automatically sync review data with your loyalty program
* Display loyalty points earned on review submission confirmations
## Integration requirements
To use the Smile and Judge.me integration, you must meet the following requirements:
Judge.me is currently offering a 45 day free trial of their Awesome Plan for Smile customers. [Learn more →](https://judge.me/free-trial/smileio)
This integration is available on the Essential, Standard, Growth, Plus, and Enterprise plans. The number of integrations you can connect depends on your plan.
## Setup instructions
In **Smile Admin**, [install the integration](https://app.smile.io/integrations/judge-me), then refer to the [Judge.me documentation](https://judge.me/help/en/articles/8434695-integrating-with-smile-to-offer-points-for-reviews) for instructions on how to set up and configure the Smile and Judge.me integration.
## Getting help
The Smile and Judge.me integration is built and supported by Judge.me. For any questions or issues, refer to the [Judge.me help center](https://judge.me/help/en/) or contact Judge.me support.
# Klaviyo data syncing
Source: https://help.smile.io/en/integrations/klaviyo/data-syncing
Learn about what data is synced from Smile to Klaviyo and what you can expect from the data syncing process.
With the Smile and Klaviyo integration installed, a rich set of data is synced from Smile to Klaviyo for each customer in your rewards program. This article explains what data is synced, how the syncing works, and what you can expect from the data syncing process.
## Customer lookup and matching
Customers in Smile are matched to Klaviyo profiles by email address. This means that in order for a customer to be synced to Klaviyo, they must have an email address in Smile.
* If a profile already exists in Klaviyo with the Smile customer's email address, the Klaviyo profile will be updated.
* If a profile does not exist in Klaviyo with the Smile customer's email address, a new Klaviyo profile will be created.
## Profile properties
The following custom properties are synced to Klaviyo for each customer in your loyalty program. These properties will be continuously updated in Klaviyo as activity occurs. Changes to a customer's points balance, VIP tier, or state in Smile will be reflected in their Klaviyo profile.
| Property name | Data type | Description |
| ---------------------- | --------- | ----------------------------------------------------------------------------------------------- |
| `Smile Points Balance` | Number | The customer's current points balance. |
| `Smile Referral URL` | String | The customer's unique referral URL. Used to share with friends as part of the referral program. |
| `Smile VIP Tier Name` | String | The name of the customer's current VIP tier. |
| `Smile VIP Tier ID` | Number | The ID of the customer's current VIP tier. |
| `Smile State` | String | The customer's state (`member`, `candidate`, or `disabled`). |
## Events
With the Klaviyo integration installed, Smile will automatically send loyalty program events to your Klaviyo account. Each event will be associated with a Klaviyo profile, and will include a payload with additional fields describing what happened.
These events can be used in [Klaviyo Flows](/en/integrations/klaviyo/flows) (as triggers or conditions) or in [Klaviyo Segments](/en/integrations/klaviyo/segments) to include/exclude individuals based on their reward program activity.
| **Event** | **When it's sent** | **Payload** |
| ---------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| Birthday Reward Issued | When a customer is issued their birthday reward. | [Reward Fulfillment Object](https://dev.smile.io/api/resources/reward-fulfillments/reward-fulfillment-object) |
| Points Earned on Order | When a customer earns points for placing an order. | [Points Transaction Object](https://dev.smile.io/api/resources/points-transactions/points-transaction-object) |
| Points Redeemed | When a customer redeems points for a reward. | [Points Purchase Object](https://dev.smile.io/api/resources/points-products/purchase-points-product) |
| Points Expiring | When a customer's points are about to expire. This event is sent based on the warning threshold and last chance threshold defined in the [points expiry configuration](/en/articles/4036281-configure-points-expiry) (defaults to 30 and 3 days before expiry). | [Customer Object](https://dev.smile.io/api/resources/customers/customer-object) Also includes `points_balance_expires_at` (DateTime) nested under the `extra` hash. |
| Referral Started | When a Referred Friend claims the Referral Reward. \*\**See note below.* | [Referral Object](https://dev.smile.io/api/resources/referrals/referral-object) |
| Referral Completed | When the Advocate is issued their Reward. | [Referral Object](https://dev.smile.io/api/resources/referrals/referral-object) |
| Reward Expiring | 3 days before a customer's reward expires. | [Reward Fulfillment Object](https://dev.smile.io/api/resources/reward-fulfillments/reward-fulfillment-object) |
| VIP Tier Achieved | When a customer achieves a higher VIP Tier or is manually added to a higher VIP Tier. | [VIP Tier Change Object](https://dev.smile.io/api/resources/vip-tier-changes/vip-tier-change-object) |
**Note:** When the `Referral Started` event is sent, it will create a new profile in Klaviyo with the email address entered in the referral form.
# Use pre-built Klaviyo flows
Source: https://help.smile.io/en/integrations/klaviyo/flows
Use Smile's pre-built Klaviyo flows to send fully customizable reward program emails through your Klaviyo account.
Smile's integration with Klaviyo lets you send your reward program emails directly through Klaviyo, giving you maximum customizability and visibility into engagement metrics like open and click-through rates. You can use Smile events to trigger Klaviyo flows and embed Smile data into the emails Klaviyo sends.
**Important:** Make sure you have [setup the Klaviyo integration](/en/integrations/klaviyo/setup) before continuing with this guide.
## Use Smile's pre-built flows
Smile's team has created ready-to-use Klaviyo flow templates that you can copy into your own Klaviyo account.
To use the flow templates, ensure you have the [Smile and Klaviyo integration](https://marketplace.klaviyo.com/en-us/apps/01hq3gjn5dmg8763hw7wjenxg4/) installed using OAuth. If you're using the old integration that requires copy-and-pasting API keys, installing the new OAuth integration will maintain your existing configuration and make flow templates available to you.
1. In Klaviyo, navigate to **Flows** > **Create Flow**.
2. In the **Select one or more integrations** drop-down, select **Smile: Loyalty & Rewards**.
3. Select the pre-built flow email.
4. Add any tags and click **Use template**.
5. Click on the email box, and in the right sidebar make any edits to the email contents.
6. In Smile, [disable](/en/articles/4036260-enable-or-disable-a-customer-email#h_3fc81e4d62) the corresponding customer email.
**Note:** The branding in Smile's Klaviyo flow templates — including your logo, colors, and fonts — is pulled from your **Klaviyo Brand settings** in Klaviyo. To update the branding in the templates, update your brand settings in Klaviyo.
You can send the following customer emails directly from Klaviyo by using the specified pre-built flow.
| **Smile email name** | **Klaviyo pre-built flow name** |
| --------------------------- | ------------------------------- |
| Points earned | Points Earned on Order |
| Reward redeemed | Reward Redeemed |
| Birthday reward | Birthday Reward |
| Points Expiry - Warning | Points Expiry Warning |
| Points Expiry - Last Chance | Points Expiry Warning |
| Friend received referral | Friend Received Referral |
| Referral completed | Referral Completed |
| VIP tier achieved | VIP Tier Achieved |
| Reward expiry reminder | Reward Expiring |
**Important:** It is not possible to send the **Referral shared through Smile** email from Klaviyo. This email can only be sent from Smile.
**Note**: Both the **Points Expiry Warning** and **Points Expiry Last Chance** emails use the same pre-built flow.
## Add event data to flow emails
**Tip:** Using Klaviyo Flows to send reward program emails requires familiarity with email-sending best practices and some technical concepts. If you're new to Klaviyo or have not used Flows before, we recommend you first [get familiar with Flows](https://help.klaviyo.com/hc/en-us/articles/115002774932) or consider hiring a [Klaviyo Partner](https://connect.klaviyo.com/) to help you get set up.
Once you've [added an email](https://help.klaviyo.com/hc/en-us/articles/115003872191) to a Klaviyo flow, you can [insert event variables](https://help.klaviyo.com/hc/en-us/articles/115002779071#01FK12GQZA8853EXPY3NNWC75S) into the email body to provide a more dynamic customer experience. The available variables depend on the event you selected as the flow trigger and are described in the [events sent to Klaviyo](/en/integrations/klaviyo/data-syncing#events) page.
Some common examples include:
* When using the **Points Earned** event as a trigger, include the number of points a customer earned with the `{{ event.points_change }}` variable.
* When using the **Points Redeemed** event as a trigger, include the discount code with the `{{ event.reward_fulfillment.code }}` variable.
* When using the **Referral Started** event as a trigger, include the discount code with the `{{ event.receiver_reward_fulfillment.code }}` variable.
**Tip:** Use Klaviyo's [Preview & Test functionality](https://help.klaviyo.com/hc/en-us/articles/115002779071#01FK12GQZA8853EXPY3NNWC75S) to see which event variables are available in a given email. **Variable values** will appear blank if you're previewing using an event associated from the `klaviyo-test-events@smile.io` profile, so we recommend previewing using a real event from real customer if you want to see variable values.
**Important:** Some of the content in the flow templates is generic and must be updated to reflect your specific program before being ready to send to customers. We recommend individually reviewing all of the blocks and emails (especially buttons and links) before sending.
## Suggested manual flows
The following are examples of flows you can setup manually (in addition to using the pre-built flows).
### Welcome series flow
Introduce subscribers to your brand and convert them into first-time customers. This flow educates new members of your rewards program and motivates them to engage.
**Tip:** Add reward program information into this flow if subscribers have a `Smile State = member`.
**What to include:**
* Ways to earn points, ways to spend points, points balance, and referral URL.
* Make sure to include [a Smile deep link](/en/articles/4036219-use-deep-links-to-open-the-panel#using-deep-links-in-emails) as your CTA to open the Smile panel immediately on the page.
### Post-purchase flow
Show appreciation for customers and let them know about related products. If they're a member, motivate them to earn more points and refer their friends. If they're a candidate or guest, get them to join the program by creating a store account.
**Tip:** Add dynamic variables to differentiate messaging based on a customer's `Smile State`. The dynamic variable will be either `person|lookup:'Smile State' = 'member'` or `person|lookup:'Smile State' = 'candidate'`.
**What to include:**
* If they have a `Smile State = member`, update them on their points balance and remind them about your referral program.
* If they have a `Smile State = candidate`, notify them that they could've earned points for this order if they had created an account. Encourage them to create a store account and earn sign-up points.
**Note:** Candidate and Guest are the same type of customer — a customer who hasn't created a Smile account yet.
# Klaviyo integration overview
Source: https://help.smile.io/en/integrations/klaviyo/overview
Connect Smile.io with Klaviyo to sync loyalty data into your email and SMS campaigns.
## About Klaviyo
[Klaviyo](https://www.klaviyo.com/) is a marketing automation platform that unifies customer data and powers email, SMS, and multi-channel campaigns for ecommerce brands. When connected to Smile, you can sync loyalty data into Klaviyo profiles, trigger flows from program events, and reward customers for leaving Klaviyo Reviews.
## Features and functionality
With the Smile and Klaviyo integration, you can:
* Sync points balance, VIP tier, and referral URL to Klaviyo profiles
* Build flows triggered by loyalty events
* Segment audiences by points balance or VIP tier
* Reward customers for leaving Klaviyo Reviews
## Integration requirements
To use the Smile and Klaviyo integration, you must meet the following requirements:
This integration is available on the Essential, Standard, Growth, Plus, and Enterprise plans. The number of integrations you can connect depends on your plan.
## Setup instructions
Refer to the [setup guide](/en/integrations/klaviyo/setup) for instructions on how to install and configure the Smile and Klaviyo integration.
## Getting help
The Smile and Klaviyo integration is built and supported by Smile. For any questions or issues, [contact Smile support](/en/articles/4495476-how-to-get-help-with-smile).
# Reward customers for Klaviyo Reviews
Source: https://help.smile.io/en/integrations/klaviyo/reviews
Reward customers with points for leaving a verified review through Klaviyo Reviews.
Reviews are an important way to build trust with customers around your brand, and rewarding them with points is a way to thank them for leaving one.
## Before you begin
Before you can set up points earning for reviews, follow Klaviyo Reviews' [getting started guide](https://help.klaviyo.com/hc/en-us/articles/15937542819355) and ensure:
* The [Klaviyo Reviews app](https://help.klaviyo.com/hc/en-us/articles/15937542819355#01H7ZYJT0V3FD59T2TQZP9ECWV) is installed on your online store.
* The [Klaviyo Reviews widget](https://help.klaviyo.com/hc/en-us/articles/15937542819355#01H7ZYJT0VT34C44VSDHCNVZ6G) is set up and visible on your online store.
* You have [configured a Klaviyo flow](https://help.klaviyo.com/hc/en-us/articles/15937542819355#01H7ZYJT0VY18V7PSA4YN3FK14) to request reviews after purchase.
* You have the [Smile and Klaviyo integration](/en/integrations/klaviyo/setup) installed.
## Award points for leaving a review
**Warning:** You must set up Klaviyo Reviews in your online store **before** you install the Smile and Klaviyo integration. If you set up Klaviyo Reviews **after** installing the Smile and Klaviyo integration, you'll need to remove and reinstall the Smile and Klaviyo integration for review data to sync into Smile.
1. From **Smile Admin**, navigate to **Program** > [**Points**](https://app.smile.io/reward-programs/points).
2. Click **Add ways to earn**.
3. Scroll down to the **Smile Apps** section and click **Review a Product: Klaviyo**.
4. In the **Earning value** section, enter the number of points you would like to award for leaving a review.
5. Make any other customizations to the earning action.
6. Click **Create**.
Once configured, points are automatically issued when customers leave verified reviews. Only reviews submitted after the integration is connected to Smile will earn points. Reviews submitted before the integration was set up are not synced retroactively and will not earn points.
**Note:** Only verified reviews will be issued points. All verified reviews receive points regardless of whether they are a star rating only, include text, or include a photo or video.
# Create a segment within Klaviyo
Source: https://help.smile.io/en/integrations/klaviyo/segments
Use Klaviyo to create segments of customers based on Smile loyalty data.
Creating a segment within Klaviyo lets you target specific customer groups with relevant communication, helping you build stronger relationships with your customers.
## Create a segment
1. From the Klaviyo admin, navigate to **Audience** > **Lists & Segments**.
2. Click **Create New**.
3. Click **Create segment**.
4. In the **Segment builder** section, enter the name and any tags for the segment.
5. In the **Select a condition** box, choose **Properties about someone**.
6. In the first option box, choose from any of the [Smile profile properties](/en/integrations/klaviyo/data-syncing#profile-properties).
7. Choose the filters and variables for the remaining sections.
8. Click **Create segment**.
## Suggested segments
### Increase points-redemption segment
**Tip:** Smile recommends this flow to encourage repeat purchases from customers, ultimately adding to your customers' lifetime value.
1. From **Smile Admin**, navigate to **Program** > **Points**.
2. Check your **Ways to redeem** and note the reward with the lowest number of points to redeem.
3. From the Klaviyo admin, navigate to **Audience** > **Lists & Segments**.
4. Click **Create New**.
5. Click **Create segment**.
6. In the **Segment builder** section, enter the name and any tags for the segment.
7. In the **Select a condition** box, choose **Properties about someone**.
8. In the first option box, choose **Smile Points Balance**.
9. In the second box, choose **is greater than**.
10. In the **Enter a value** box, enter the number of points from step 2.
11. Click **Create segment**.
You can then design an email with [Smile's deep links](/en/articles/4036219-use-deep-links-to-open-the-panel#using-deep-links-in-emails) to direct customers back to the reward panel to redeem their points.
### Reward program members segment
1. From the Klaviyo homepage, navigate to **Audience** > **Lists & Segments**.
2. Click **Create New** > **Create segment**.
3. Give the segment a name and add any relevant tags.
4. Under the **Definition** heading, in the **Select a condition** dropdown, choose **Properties about someone**. Then use:
* **Dimension:** `Smile State`
* `equals`
* **Dimension value:** `member`
* **Type:** `Text`
5. Click **Create segment**.
# Klaviyo integration setup
Source: https://help.smile.io/en/integrations/klaviyo/setup
Setup instructions for installing and configuring the Smile and Klaviyo integration.
## Install the Klaviyo integration
To install and configure the Smile and Klaviyo integration:
1. In **Smile Admin**, install the [Klaviyo integration](https://app.smile.io/integrations/klaviyo).
2. Follow the instructions to connect the integration to your Klaviyo account.
3. Once connected, on the Klaviyo integration [settings page](https://app.smile.io/integrations/klaviyo), click **Sync customer data**.
**Note:** The first data sync can take anywhere from a few minutes to a couple of hours, and only needs to happen once. The exact duration will depend on the number of customers in your Smile account.
## Data syncing
To learn more about what data is synced from Smile to Klaviyo, refer to our [Klaviyo data syncing guide](/en/integrations/klaviyo/data-syncing).
## Customize Klaviyo with loyalty data
Once you've setup the Klaviyo integration, the possibilities are endless! Here are a few ideas to get you started:
* [Create segments](/en/integrations/klaviyo/segments) of customers based on Smile loyalty data, and use these segments for targeted email campaigns.
* [Use pre-built Klaviyo flows](/en/integrations/klaviyo/flows) to send fully customizable reward program emails through your Klaviyo account (instead of using Smile's built-in emails).
* Add reward information to email campaigns by using the [Smile profile properties](/en/integrations/klaviyo/data-syncing#profile-properties) in your Klaviyo emails.
* **Display loyalty data in [Klaviyo Customer Hub](https://help.klaviyo.com/hc/en-us/articles/33660482389659)** — After [adding Smile to your Customer Hub](https://help.klaviyo.com/hc/en-us/articles/33660672085019), it will show a customer's points balance, next or best reward, and loyalty tier. You can display additional Smile data (such as Smile Referral URL or Smile VIP Tier Name) by adding [personalization tags](https://help.klaviyo.com/hc/en-us/articles/33660517680795) to custom content blocks in your Customer Hub template. These sections are managed in Klaviyo and can be removed or updated there at any time.
# Troubleshoot common Klaviyo integration issues
Source: https://help.smile.io/en/integrations/klaviyo/troubleshoot
Learn how to resolve common issues with the Smile and Klaviyo integration.
## Customer data isn't updating in Klaviyo
If customer loyalty data isn't appearing or updating in Klaviyo, check the following:
### 1. Is the integration connected?
If Smile loses access to your Klaviyo account, syncing will pause for all customers. This can happen if an OAuth token expires or an API key is revoked.
Go to **Integrations > Klaviyo** in Smile and check whether the integration needs to be reconnected.
Smile will send a notification email if access to your Klaviyo account is lost.
### 2. Has the initial sync finished?
After installing the integration, you'll need to sync your existing customer loyalty data to Klaviyo.
To start this sync, go to **Integrations > Klaviyo** in Smile and click **Sync customer data**. This bulk sync can take anywhere from a few minutes to multiple hours, depending on the size of your customer base.
Real-time updates won't apply to a customer until they've been included in the initial sync.
**Note:** Sync times can vary depending on the number of customer profiles being updated. Changes for individual customers are typically reflected quickly, while bulk updates (such as customer data syncs or points imports) may take longer to appear in Klaviyo.
### 3. Does the customer have an email address in Smile?
Smile matches customers to Klaviyo profiles by email address. Customers without an email address in Smile will be skipped during syncing.
This most commonly happens with POS customers who checked out as guests.
## Klaviyo flow templates aren't available
Klaviyo flow templates require the OAuth version of the Klaviyo integration.
If your Klaviyo integration was installed using an API key (the legacy installation method), you'll need to reauthorize the integration using OAuth.
To do this, open the **Klaviyo** integration in Smile Admin and click **Reconnect** in the banner displayed at the top of the page. Follow the prompts to reauthorize your Klaviyo account.
Reauthorizing upgrades the integration to OAuth while preserving your existing data and configuration.
## Customers are receiving duplicate emails
If customers are receiving two emails for the same loyalty activity:
1. Check whether you've enabled both a Smile email and a Klaviyo flow for the same event.
2. [Disable either the Smile email](https://help.smile.io/en/articles/4036260-enable-or-disable-a-customer-email#disable-a-customer-email) or the Klaviyo flow.
3. Test the loyalty activity again.
For the full list of matching Smile emails and Klaviyo flow templates, see [**Use pre-built Klaviyo flows**.](/en/integrations/klaviyo/flows)
## Customers aren't earning points for Klaviyo Reviews
If customers aren't receiving points for leaving reviews through Klaviyo Reviews, check the following:
### 1. Is Klaviyo Reviews installed on your store?
Customers can only earn points for reviews submitted through Klaviyo Reviews if Klaviyo Reviews is installed and active on your store.
### 2. Are you using the OAuth version of the integration?
If your Klaviyo integration was installed using an API key (the legacy installation method), you'll need to reauthorize the integration using OAuth.
To do this, open the **Klaviyo** integration in Smile Admin and click **Reconnect** in the banner displayed at the top of the page. Follow the prompts to reauthorize your Klaviyo account.
Reauthorizing upgrades the integration to OAuth while preserving your existing data and configuration.
### 3. Was Klaviyo Reviews installed before the Smile and Klaviyo integration?
Smile detects Klaviyo Reviews when the Smile and Klaviyo integration is installed.
If Klaviyo Reviews was added after the integration was already installed, review submissions won't trigger points rewards automatically.
Removing and reinstalling the integration allows Smile to detect Klaviyo Reviews and begin awarding points for eligible review submissions.
**Note**\*:\* Removing the integration will delete any Smile-side earning rules tied to it, including an existing Klaviyo Reviews earning rule. You'll need to recreate it after reinstalling. Your points balances, customer data, and loyalty history in Smile are not affected, and your Klaviyo data — including profiles, flows, segments, and events — will remain intact. You will need to run the initial customer data sync again once the integration is reinstalled.
## Smile loyalty data isn't showing in Klaviyo Customer Hub
If Smile loyalty data isn't appearing in Klaviyo Customer Hub, check the following:
### 1. Is Smile connected to Customer Hub?
Smile must be added as an app in Klaviyo Customer Hub before loyalty data can be displayed.
Refer to [Klaviyo's Customer Hub documentation](https://help.klaviyo.com/hc/en-us/articles/33660672085019) to confirm that Smile has been added successfully and that Customer Hub is configured correctly.
### 2. Is the data supported by Customer Hub?
Klaviyo Customer Hub automatically displays a customer's points balance, next or best available reward, and VIP tier.
To display additional Smile data, such as a referral URL, you'll need to add personalization tags to custom content blocks in Klaviyo.
These content blocks are managed in Klaviyo, not Smile. For setup instructions and customization options, refer to [Klaviyo's Customer Hub documentation](https://help.klaviyo.com/hc/en-us/articles/36271755028507).
### 3. Is the customer eligible to view loyalty data?
Customer Hub only displays loyalty information for eligible customers. Customers who aren't logged in, aren't loyalty program members, or are excluded from your loyalty program may not see Smile data in Customer Hub.
# List of integrations
Source: https://help.smile.io/en/integrations/list
A list of all the integrations available in Smile.
Sync loyalty data into your email campaigns and reward customers for product reviews.
Built by CM Commerce
Reward points for completing quizzes, surveys, and pop-ups.
Manually configured
Sync points balance and VIP tier into your email campaigns.
Built by Smile
Reward customers with points for writing product, photo, and video reviews.
Built by Fera
Analyze loyalty program performance alongside your other ecommerce metrics.
Built by Glew
Display loyalty data alongside support tickets.
Built by Gorgias
Sync points balance and VIP tier into your email and SMS campaigns.
Built by Hive
Sync points balance and VIP tier into your CRM and email campaigns.
Built by Smile
Reward customers with points when they write a product review.
Built by Judge.me
Sync loyalty data into your email and SMS campaigns.
Built by Smile
Offer enhanced return experiences based on a customer's loyalty status
Built by Loop Returns
Reward customers with points for writing product, photo, and video reviews.
Built by Loox
Sync points balance and VIP tier into your email campaigns.
Built by Smile
View and redeem loyalty points inside your mobile app.
Built by Makappi
Reward customers with points for writing product reviews.
Built by Okendo
Sync points balance and VIP tier into your email and SMS campaigns.
Built by Omnisend
Sync loyalty data into your email, SMS, and popup campaigns.
Built by Privy
Sync points balance and VIP tier into your email, web push, and SMS campaigns.
Built by PushOwl
Display loyalty data alongside support conversations.
Built by Re:amaze
Automatically reward points on recurring subscription orders.
Built by Smile
Show loyalty points in your marketing messages.
Built by Redo
Sync points balance and VIP tier into your email and SMS campaigns.
Built by Remarkety
Use customer points data in AI shopping conversations.
Built by Rep AI
Sync points balance and VIP tier into your email and SMS campaigns.
Built by ReSci
Reward customers with points for writing product and company reviews.
Built by REVIEWS.io
Sync points balance and VIP tier into your email and SMS campaigns.
Built by Sendlane
Reward customers with points for donating to charitable causes.
Built by DailyKarma
Reward customers with points for writing product reviews.
Built by Stamped.io
Display loyalty information in the Stay AI customer portal.
Manually configured
Reward points for verified retail purchases at major retailers.
Built by Subtotal
Reward and redeem loyalty points inside your mobile app.
Built by Tapcart
Reward customers with points for writing product, photo, and site reviews.
Built by TargetBay
Reward customers with points for writing product and website reviews.
Built by Verified Reviews
Reward customers with points for writing product reviews.
Built by Smile
# Loop Returns integration overview
Source: https://help.smile.io/en/integrations/loop-returns/overview
Connect Smile.io with Loop Returns to offer enhanced return experiences based on a customer's loyalty status.
## About Loop Returns
[Loop Returns](https://www.loopreturns.com/) is a returns and exchange management platform for ecommerce brands. When connected to Smile, you can sync your loyalty audience into Loop and offer different return experiences based on a customer's points balance and VIP tier.
## Features and functionality
With the Smile and Loop Returns integration, you can:
* Sync your loyalty audience into Loop lists
* Offer personalized return experiences based on VIP tier or loyalty status
* Use loyalty data as conditions in return workflows
## Integration requirements
To use the Smile and Loop Returns integration, you must meet the following requirements:
This integration is available on the Essential, Standard, Growth, Plus, and Enterprise plans. The number of integrations you can connect depends on your plan.
## Setup instructions
In **Smile Admin**, [install the integration](https://app.smile.io/integrations/loop-returns), then refer to the [Loop Returns documentation](https://help.loopreturns.com/en/articles/12074625) for instructions on how to set up and configure the Smile and Loop Returns integration.
## Getting help
The Smile and Loop Returns integration is built and supported by Loop Returns. For any questions or issues, refer to the [Loop Returns help center](https://help.loopreturns.com/) or contact Loop Returns support.
# Loox integration overview
Source: https://help.smile.io/en/integrations/loox/overview
Connect Smile.io with Loox to reward customers with points for writing product, photo, and video reviews.
## About Loox
[Loox](https://loox.app/) is a product reviews app for Shopify that focuses on photo and video reviews to drive social proof. When connected to Smile, you can reward customers with loyalty points for writing reviews and submitting photos or videos, with separate point values for each action.
## Features and functionality
With the Smile and Loox integration, you can:
* Reward customers for writing product reviews and submitting photo or video reviews
* Set different point values for written reviews and photo/video submissions
* Stack points when customers both write a review and attach a photo or video
## Integration requirements
To use the Smile and Loox integration, you must meet the following requirements:
This integration is available on the Essential, Standard, Growth, Plus, and Enterprise plans. The number of integrations you can connect depends on your plan.
## Setup instructions
In **Smile Admin**, [install the integration](https://app.smile.io/integrations/loox), then refer to the [Loox documentation](https://help.loox.io/article/100-how-do-i-integrate-loox-with-smile-io) for instructions on how to set up and configure the Smile and Loox integration.
## Getting help
The Smile and Loox integration is built and supported by Loox. For any questions or issues, refer to the [Loox help center](https://help.loox.io/) or contact Loox support.
# Mailchimp integration overview
Source: https://help.smile.io/en/integrations/mailchimp/overview
Connect Smile.io with Mailchimp to sync points balance and VIP tier into your email campaigns.
## About Mailchimp
[Mailchimp](https://mailchimp.com/) is an email and SMS marketing platform that helps ecommerce brands run targeted campaigns and always-on automations. When connected to Smile, you can sync loyalty data into Mailchimp audiences and use it to segment campaigns and personalize email content.
## Features and functionality
With the Smile and Mailchimp integration, you can:
* Sync points balance, VIP tier, and referral URL to Mailchimp contacts
* Segment audiences by points balance or VIP tier
* Use merge tags to display loyalty data in email campaigns
## Integration requirements
To use the Smile and Mailchimp integration, you must meet the following requirements:
This integration is available on the Essential, Standard, Growth, Plus, and Enterprise plans. The number of integrations you can connect depends on your plan.
## Setup instructions
Refer to the [setup guide](/en/integrations/mailchimp/setup) for instructions on how to install and configure the Smile and Mailchimp integration.
## Getting help
The Smile and Mailchimp integration is built and supported by Smile. For any questions or issues, [contact Smile support](/en/articles/4495476-how-to-get-help-with-smile).
# Create segments in Mailchimp
Source: https://help.smile.io/en/integrations/mailchimp/segments
Use Mailchimp to create segments of customers based on Smile loyalty data.
With the Smile and Mailchimp integration installed, you can create segments based on Smile loyalty data, and then target these segments with email campaigns.
## Create a segment
To create a segment, follow the steps below:
1. From the Mailchimp dashboard, navigate to **Audience** > **Segments**.
2. Click **Create segment**.
3. In the **Select or search a filter** dropdown box, choose any of the [Smile merge fields](/en/integrations/mailchimp/setup#merge-fields).
4. Click **Review segment**.
5. Click **Use segment**.
6. In the **Segment name** section, enter a name.
7. Click **Save & exit**.
Learn more about creating segments in Mailchimp's [knowledge base](https://mailchimp.com/help/getting-started-with-segments/).
**Tip:** Smile recommends using the **Smile Points Balance** merge field to remind customers to return to your store if they have enough points to redeem a reward!
# Mailchimp integration setup
Source: https://help.smile.io/en/integrations/mailchimp/setup
Setup instructions for installing and configuring the Smile and Mailchimp integration.
## Install the Mailchimp integration
To install and configure the Smile and Mailchimp integration:
1. In **Smile Admin**, install the [Mailchimp integration](https://app.smile.io/integrations/mailchimp).
2. Follow the instructions to connect the integration to your Mailchimp account.
3. Once connected, on the Mailchimp integration [settings page](https://app.smile.io/integrations/mailchimp), select the list you would like to sync your loyalty program information to, and click **Sync list**.
**Note:** The first data sync can take anywhere from a few minutes to a couple of hours, and only needs to happen once. The exact duration will depend on the number of customers in your Smile account.
## Data syncing
Here's what to expect with how data is synced from Smile to Mailchimp:
* Customers in Smile are matched to Mailchimp contacts by email address, and synced to the list you selected.
* If a customer already exists in Mailchimp with the same email address, their data will be updated with the latest information from Smile.
* If a customer does not exist in Mailchimp with the same email address, a new contact will be created with the information from Smile.
## Merge fields
Once installed and connected, Smile will sync the following merge fields.
| Merge field name | Merge tag | Data type | Description |
| ---------------------- | ------------ | --------- | ----------------------------------------------------------------------------------------------- |
| `Smile Points Balance` | `SM_POINTS` | Number | The customer's current points balance. |
| `Smile Referral URL` | `SM_REF_URL` | String | The customer's unique referral URL. Used to share with friends as part of the referral program. |
| `Smile VIP Tier ID` | `SM_TIER_ID` | Number | The ID of the customer's current VIP tier. |
| `Smile VIP Tier Name` | `SM_TIER` | String | The name of the customer's current VIP tier. |
| `Smile State` | `SM_STATE` | String | The customer's state (`member`, `candidate`, or `disabled`). |
You can use these properties in your Mailchimp workflows to segment your audience for targetted email sending.
# Makappi integration overview
Source: https://help.smile.io/en/integrations/makappi/overview
Connect Smile.io with Makappi to view and redeem loyalty points inside your mobile app.
## About Makappi
[Makappi](https://www.makappi.com/) is a no-code iOS and Android mobile app builder for Shopify stores. When connected to Smile, customers can see their points balance and redeem rewards inside your branded mobile app.
## Features and functionality
With the Smile and Makappi integration, you can:
* Display customer points balances in the app
* Show available rewards from your loyalty program
* Let customers redeem points for discount codes
## Integration requirements
To use the Smile and Makappi integration, you must meet the following requirements:
This integration is available on the Essential, Standard, Growth, Plus, and Enterprise plans. The number of integrations you can connect depends on your plan.
## Setup instructions
In **Smile Admin**, [install the integration](https://app.smile.io/integrations/makappi), then refer to the [Makappi documentation](https://www.makappi.com/support/smile.html) for instructions on how to set up and configure the Smile and Makappi integration.
## Getting help
The Smile and Makappi integration is built and supported by Makappi. For any questions or issues, refer to the [Makappi help center](https://www.makappi.com/support/) or contact Makappi support.
# Okendo integration overview
Source: https://help.smile.io/en/integrations/okendo/overview
Connect Smile.io with Okendo to reward customers with points for writing product reviews.
## About Okendo
[Okendo](https://www.okendo.io/) is a customer marketing platform that helps Shopify merchants collect and showcase product reviews, ratings, and user-generated content. When connected to Smile, you can reward customers with loyalty points for writing reviews and submitting photos or videos.
## Features and functionality
With the Smile and Okendo integration, you can:
* Reward customers for writing product reviews
* Reward customers for attaching photos or videos to reviews
* Reward customers for adding a profile picture to their review
## Integration requirements
To use the Smile and Okendo integration, you must meet the following requirements:
This integration is available on the Essential, Standard, Growth, Plus, and Enterprise plans. The number of integrations you can connect depends on your plan.
## Setup instructions
In **Smile Admin**, [install the integration](https://app.smile.io/integrations/okendo), then refer to the [Okendo documentation](https://support.okendo.io/en/articles/2084823-how-to-integrate-smile-io-with-okendo) for instructions on how to set up and configure the Smile and Okendo integration.
## Getting help
The Smile and Okendo integration is built and supported by Okendo. For any questions or issues, refer to the [Okendo help center](https://support.okendo.io/) or contact Okendo support.
# Omnisend integration overview
Source: https://help.smile.io/en/integrations/omnisend/overview
Connect Smile.io with Omnisend to sync points balance and VIP tier into your email and SMS campaigns.
## About Omnisend
[Omnisend](https://www.omnisend.com/) is an email, SMS, and push notification marketing platform built for ecommerce. When connected to Smile, you can sync loyalty data into Omnisend contact properties and use it to segment audiences and trigger personalized campaigns across channels.
## Features and functionality
With the Smile and Omnisend integration, you can:
* Sync points balance, VIP tier, and referral URL to Omnisend contacts
* Segment audiences by points balance or VIP tier
* Trigger automated email, SMS, and push campaigns based on loyalty data
## Integration requirements
To use the Smile and Omnisend integration, you must meet the following requirements:
This integration is available on the Essential, Standard, Growth, Plus, and Enterprise plans. The number of integrations you can connect depends on your plan.
## Setup instructions
In **Smile Admin**, [install the integration](https://app.smile.io/integrations/omnisend), then refer to the [Omnisend documentation](https://support.omnisend.com/en/articles/2835586-integration-with-smile) for instructions on how to set up and configure the Smile and Omnisend integration.
## Getting help
The Smile and Omnisend integration is built and supported by Omnisend. For any questions or issues, refer to the [Omnisend help center](https://support.omnisend.com/en/) or contact Omnisend support.
# Integrations overview
Source: https://help.smile.io/en/integrations/overview
Power up your loyalty program by integrating Smile with your favorite apps and tools.
Smile offers integrations with a wide range of apps and tools to help you run a loyalty program that is deeply connected to all aspects of your business. Whether you're looking to reward customers for completing surveys, quizzes, or pop-ups, want to automatically sync review data with your loyalty program, or need to expose loyalty information in emails and marketing campaigns, Smile has you covered.
## Plan availability
A paid Smile.io plan is required to use most integrations, and each plan has a specific limit on the number of integrations you can connect.
* **Essential** — 1 integration
* **Standard** — 2 integrations
* **Growth** — Unlimited integrations
* **Plus** — Unlimited integrations
* **Enterprise** — Unlimited integrations
**Important:** Once you reach your plan's integration limit, you won't be able to connect any more integrations until you upgrade to a higher plan.
## Getting help
Some integrations are built and supported by Smile, while others are built and supported by third-party partners. Refer to the docs of the specific integration you're using for information on the best way to get help and support.
# Privy integration overview
Source: https://help.smile.io/en/integrations/privy/overview
Connect Smile.io with Privy to sync loyalty data into your email, SMS, and popup campaigns.
## About Privy
[Privy](https://www.privy.com/) is an email, SMS, and popup marketing platform built for ecommerce merchants on Shopify. When connected to Smile, you can sync loyalty data into Privy contacts and use it to personalize email campaigns, target popups, and reward customers for signing up.
## Features and functionality
With the Smile and Privy integration, you can:
* Sync points balance, VIP tier, and referral URL to Privy contacts
* Use merge tags to display loyalty data in email and SMS campaigns
* Segment audiences and target popups by points balance or VIP tier
* Reward customers with points for submitting Privy popup forms
## Integration requirements
To use the Smile and Privy integration, you must meet the following requirements:
This integration is available on the Essential, Standard, Growth, Plus, and Enterprise plans. The number of integrations you can connect depends on your plan.
## Setup instructions
In **Smile Admin**, [install the integration](https://app.smile.io/integrations/privy), then refer to the [Privy documentation](https://help.privy.com/docs/learn/integrations/smile) for instructions on how to set up and configure the Smile and Privy integration.
## Getting help
The Smile and Privy integration is built and supported by Privy. For any questions or issues, refer to the [Privy help center](https://help.privy.com/) or contact Privy support.
# PushOwl integration overview
Source: https://help.smile.io/en/integrations/pushowl/overview
Connect Smile.io with PushOwl to sync points balance and VIP tier into your email, web push, and SMS campaigns.
## About PushOwl
[PushOwl](https://www.pushowl.com/) is an email, web push, and SMS marketing suite for Shopify merchants, powered by Brevo. When connected to Smile, you can sync loyalty data into PushOwl contacts and use it to segment audiences and trigger notifications based on loyalty events.
PushOwl is Brevo's app for Shopify merchants. When you sign up for PushOwl, a linked Brevo account is created for you automatically — the two are views of the same account, sharing the same contacts, campaigns, and data ([learn more](https://docs.pushowl.com/en/articles/14033929-understanding-the-pushowl-and-brevo-relationship)).
## Features and functionality
With the Smile and PushOwl integration, you can:
* Sync points balance and VIP tier to PushOwl contacts
* Segment audiences by points balance or VIP tier
* Trigger email, web push, and SMS notifications based on loyalty events
## Integration requirements
To use the Smile and PushOwl integration, you must meet the following requirements:
This integration works through PushOwl only. If you already use Brevo but not PushOwl, you can connect your existing Brevo account to your Shopify store through PushOwl, then enable the Smile integration.
This integration is available on the Essential, Standard, Growth, Plus, and Enterprise plans. The number of integrations you can connect depends on your plan.
## Setup instructions
In **Smile Admin**, [install the integration](https://app.smile.io/integrations/pushowl-prod), then refer to the [PushOwl documentation](https://docs.pushowl.com/en/) for instructions on how to set up and configure the Smile and PushOwl integration.
## Getting help
The Smile and PushOwl integration is built and supported by PushOwl. For any questions or issues, refer to the [PushOwl help center](https://docs.pushowl.com/en/) or contact PushOwl support.
# Re:amaze integration overview
Source: https://help.smile.io/en/integrations/re-amaze/overview
Connect Smile.io with Re:amaze to display loyalty data alongside support conversations.
## About Re:amaze
[Re:amaze](https://www.reamaze.com/) is a unified customer service, chat, and helpdesk platform built for ecommerce. When connected to Smile, your support team can see each customer's loyalty data alongside conversations and use it to personalize replies.
## Features and functionality
With the Smile and Re:amaze integration, you can:
* Display customer loyalty data (points, VIP tier, referral URL) alongside conversations
* Personalize replies using points balance and VIP status
* Triage conversations based on loyalty status
## Integration requirements
To use the Smile and Re:amaze integration, you must meet the following requirements:
This integration is available on the Essential, Standard, Growth, Plus, and Enterprise plans. The number of integrations you can connect depends on your plan.
## Setup instructions
In **Smile Admin**, [install the integration](https://app.smile.io/integrations/reamaze), then refer to the [Re:amaze documentation](https://support.reamaze.com/kb/3rd-party-integrations/smile-dot-io-integration) for instructions on how to set up and configure the Smile and Re:amaze integration.
## Getting help
The Smile and Re:amaze integration is built and supported by Re:amaze. For any questions or issues, refer to the [Re:amaze help center](https://support.reamaze.com/) or contact Re:amaze support.
# Recharge integration overview
Source: https://help.smile.io/en/integrations/recharge/overview
Connect Smile.io with Recharge to automatically reward points on recurring subscription orders.
## About Recharge
[Recharge](https://recharge.com/) powers subscription billing for Shopify stores. When connected to Smile, customers can redeem their loyalty points for discounts on upcoming subscription orders, giving them an incentive to stay subscribed and engaged with your brand.
## Features and functionality
With the Smile and Recharge integration, you can:
* Reward points on subscription orders automatically
* Allow customers to redeem rewards on recurring purchases
## Integration requirements
To use the Smile and Recharge integration, you must meet the following requirements:
This integration is available on the Essential, Standard, Growth, Plus, and Enterprise plans. The number of integrations you can connect depends on your plan.
## Setup instructions
Refer to the [setup guide](/en/integrations/recharge/setup) for instructions on how to install and configure the Smile and Recharge integration.
## Getting help
The Smile and Recharge integration is built and supported by Smile. For any questions or issues, [contact Smile support](/en/articles/4495476-how-to-get-help-with-smile).
# Recharge integration setup
Source: https://help.smile.io/en/integrations/recharge/setup
Setup instructions for installing and configuring the Smile and Recharge integration.
## Check your Recharge account type
Before integrating, you'll need to confirm which version of Recharge you have installed.
To check whether your Recharge account uses **Recharge Checkout on Shopify (RCS)** or **Shopify Checkout Integration (SCI)**, review [this guide from Recharge](https://support.getrecharge.com/hc/en-us/articles/360008681834-Identifying-your-store-s-Recharge-checkout-platform).
* If you are on **RCS**: continue to the next step.
* If you are on **SCI** (or **mSCI**): contact Recharge through their in-app support chat to request that they enable the new integration for your account.
**Important:** For **mSCI**, once Recharge enables the new integration, customers will only be able to use subscription coupons on subscription purchases through Shopify Checkout. Any previously generated subscription coupon codes will continue to work only in the Recharge customer portal, not in the Shopify Checkout.
## Install the Recharge integration
To connect your Recharge account to Smile:
1. In Smile Admin, navigate to **[Integrations](https://app.smile.io/integrations)**.
2. Click the **Recharge** card.
3. Click **Connect**.
4. Generate an API key in Recharge by following [these steps](https://support.getrecharge.com/hc/en-us/articles/360008829993-Recharge-API#h_01FKNZXW14QJV3H00AMAEZ30VW).
5. Paste the API key into the **API Key** field.
6. Click **Connect to Recharge**.
**Important:** Your Recharge API key must include the following permissions:
* Discounts — Read and write access
* Customers — Read access
* Store Information — Read access
**Warning:** Smile is not currently compatible with the Recharge **Activate redirect from login page** feature. Make sure this setting is deactivated in your Recharge admin.
# Setup Recharge subscription rewards
Source: https://help.smile.io/en/integrations/recharge/subscription-rewards
Add Recharge subscription rewards to your points and referral programs.
Once you've [setup the Recharge integration](/en/integrations/recharge/setup), you can enable customers to redeem their points for discounts on upcoming subscription orders by creating a Recharge subscription reward (way to redeem).
## Points program instructions
To add a Recharge subscription reward in your points program:
1. In Smile Admin, navigate to **Program** > **[Points](https://app.smile.io/reward-programs/points)**.
2. Click **Add ways to redeem**.
3. In the Recharge section, choose **Recharge amount discount** or **Recharge percentage off**.
4. In the **Reward value** section, enter the **Points cost** and **Discount value**.
5. Click **Create**.
## Referral program instructions
To add a Recharge subscription reward to your referral program:
1. In Smile Admin, navigate to **Program** > **[Referrals](https://app.smile.io/reward-programs/referrals)**.
2. Choose whether to add the reward to the **Referring customer** or the **Referred friend**.
3. Click **Add reward**.
4. Choose **Recharge amount discount** or **Recharge percentage off**.
5. In the **Reward value** section, enter the discount value.
6. Click **Create**.
**Note:** Recharge coupons only apply to a customer's next order and do not carry over if the full balance isn't used. For example, if a customer has a \$50 coupon and applies it to a \$25 subscription, the remaining \$25 will be forfeited.
# Redo integration overview
Source: https://help.smile.io/en/integrations/redo/overview
Connect Smile.io with Redo to show loyalty points in your marketing messages.
## About Redo
[Redo](https://redo.com/) is an ecommerce platform for returns, marketing, and post-purchase logistics. When connected to Smile, you can show loyalty points in your abandoned cart and checkout recovery messages.
## Features and functionality
With the Smile and Redo integration, you can:
* Include points balances in marketing messages
* Show the points a customer will earn by checking out
* Add loyalty data to cart recovery messages
## Integration requirements
To use the Smile and Redo integration, you must meet the following requirements:
This integration is available on the Essential, Standard, Growth, Plus, and Enterprise plans. The number of integrations you can connect depends on your plan.
## Setup instructions
In **Smile Admin**, [install the integration](https://app.smile.io/integrations/redo), then refer to the [Redo documentation](https://developers.redo.com/docs/integrations/returns/marketing-loyalty/smile) for instructions on how to set up and configure the Smile and Redo integration.
## Getting help
The Smile and Redo integration is built and supported by Redo. For any questions or issues, refer to the [Redo help center](https://help.getredo.com/) or contact Redo support.
# Remarkety integration overview
Source: https://help.smile.io/en/integrations/remarkety/overview
Connect Smile.io with Remarkety to sync points balance and VIP tier into your email and SMS campaigns.
## About Remarkety
[Remarkety](https://www.remarkety.com/) is an ecommerce marketing automation platform that combines shopping behavior with predictive algorithms to deliver personalized email, SMS, and social campaigns. When connected to Smile, you can sync loyalty data into Remarkety contacts and use it to segment audiences and personalize messaging.
## Features and functionality
With the Smile and Remarkety integration, you can:
* Sync points balance, VIP tier, and program status to Remarkety contacts
* Segment audiences by points balance or VIP tier
* Use loyalty data in email templates
## Integration requirements
To use the Smile and Remarkety integration, you must meet the following requirements:
This integration is available on the Essential, Standard, Growth, Plus, and Enterprise plans. The number of integrations you can connect depends on your plan.
## Setup instructions
In **Smile Admin**, [install the integration](https://app.smile.io/integrations/remarkety), then refer to the [Remarkety documentation](https://support.remarkety.com/hc/en-us/articles/360000795466-Integrate-Smile-io-and-Remarkety) for instructions on how to set up and configure the Smile and Remarkety integration.
## Getting help
The Smile and Remarkety integration is built and supported by Remarkety. For any questions or issues, refer to the [Remarkety help center](https://support.remarkety.com/) or contact Remarkety support.
# Rep AI integration overview
Source: https://help.smile.io/en/integrations/rep-ai/overview
Connect Smile.io with Rep AI to use customer points data in AI shopping conversations.
## About Rep AI
[Rep AI](https://www.hellorep.ai/) is an AI-powered shopping assistant for ecommerce stores that turns customer conversations into sales, support, and insights. When connected to Smile, Rep AI can reference each customer's points balance in real time and surface their loyalty status during the conversation.
## Features and functionality
With the Smile and Rep AI integration, you can:
* Surface a customer's points balance during AI conversations
* Reference loyalty data when relevant to the shopper's question
* Skip loyalty mentions for customers without a points balance
## Integration requirements
To use the Smile and Rep AI integration, you must meet the following requirements:
This integration requires API access, which is typically only available on the Plus and Enterprise plans. If you're on a lower plan that does not include API access, you can [contact support](/en/articles/4495476-how-to-get-help-with-smile) to discuss options.
## Setup instructions
Refer to the [Rep AI documentation](https://help.hellorep.ai/hc/en-us/articles/30936513910418-Boost-Sales-with-Smile-io-Loyalty-Points-Integration) for instructions on how to set up and configure the Smile and Rep AI integration.
## Getting help
The Smile and Rep AI integration is built and supported by Rep AI. For any questions or issues, refer to the [Rep AI help center](https://help.hellorep.ai/) or contact Rep AI support.
# ReSci integration overview
Source: https://help.smile.io/en/integrations/resci/overview
Connect Smile.io with ReSci to sync points balance and VIP tier into your email and SMS campaigns.
## About ReSci
[ReSci](https://www.retentionscience.com/) is an AI-powered email and SMS marketing automation platform built for ecommerce. When connected to Smile, you can sync loyalty data into ReSci customer profiles and use it as merge tags in emails or as conditions in audience segments.
## Features and functionality
With the Smile and ReSci integration, you can:
* Sync points balance, VIP tier, and referral URL to ReSci customer profiles
* Use Smile merge tags to display loyalty data in email and SMS campaigns
* Segment audiences by points balance or VIP tier
## Integration requirements
To use the Smile and ReSci integration, you must meet the following requirements:
This integration is available on the Essential, Standard, Growth, Plus, and Enterprise plans. The number of integrations you can connect depends on your plan.
## Setup instructions
In **Smile Admin**, [install the integration](https://app.smile.io/integrations/resci), then refer to the [ReSci documentation](https://help.retentionscience.com/hc/en-us/articles/360009320413-Connect-Smile-io-with-ReSci) for instructions on how to set up and configure the Smile and ReSci integration.
## Getting help
The Smile and ReSci integration is built and supported by ReSci. For any questions or issues, refer to the [ReSci help center](https://help.retentionscience.com/hc/en-us) or contact ReSci support.
# REVIEWS.io integration overview
Source: https://help.smile.io/en/integrations/reviews-io/overview
Connect Smile.io with REVIEWS.io to reward customers with points for writing product and company reviews.
## About REVIEWS.io
[REVIEWS.io](https://www.reviews.io/) is a customer review platform that helps ecommerce brands collect, manage, and showcase product and company reviews. When connected to Smile, you can reward customers with loyalty points for writing reviews, sharing them, and submitting photos or videos.
## Features and functionality
With the Smile and REVIEWS.io integration, you can:
* Reward customers for writing product reviews
* Reward customers for posting company reviews
* Reward customers for sharing photo or video reviews
## Integration requirements
To use the Smile and REVIEWS.io integration, you must meet the following requirements:
This integration is available on the Essential, Standard, Growth, Plus, and Enterprise plans. The number of integrations you can connect depends on your plan.
## Setup instructions
In **Smile Admin**, [install the integration](https://app.smile.io/integrations/reviews-io), then refer to the [REVIEWS.io documentation](https://support.reviews.io/en/articles/9185008-smile-io-integration) for instructions on how to set up and configure the Smile and REVIEWS.io integration.
## Getting help
The Smile and REVIEWS.io integration is built and supported by REVIEWS.io. For any questions or issues, refer to the [REVIEWS.io help center](https://support.reviews.io/) or contact REVIEWS.io support.
# Sendlane integration overview
Source: https://help.smile.io/en/integrations/sendlane/overview
Connect Smile.io with Sendlane to sync points balance and VIP tier into your email and SMS campaigns.
## About Sendlane
[Sendlane](https://www.sendlane.com/) is a unified email and SMS marketing platform built for ecommerce, combining campaigns, automations, forms, and reviews in one tool. When connected to Smile, you can sync loyalty data into Sendlane contacts and use it to segment audiences and trigger personalized campaigns.
## Features and functionality
With the Smile and Sendlane integration, you can:
* Sync points balance, VIP tier, and referral URL to Sendlane contacts
* Segment audiences by points balance or VIP tier
* Trigger email and SMS automations based on loyalty events
## Integration requirements
To use the Smile and Sendlane integration, you must meet the following requirements:
This integration is available on the Essential, Standard, Growth, Plus, and Enterprise plans. The number of integrations you can connect depends on your plan.
## Setup instructions
In **Smile Admin**, [install the integration](https://app.smile.io/integrations/sendlane), then refer to the [Sendlane documentation](https://help.sendlane.com/articles/9402537807-how-to-integrate-smile-io-and-sendlane) for instructions on how to set up and configure the Smile and Sendlane integration.
## Getting help
The Smile and Sendlane integration is built and supported by Sendlane. For any questions or issues, refer to the [Sendlane help center](https://help.sendlane.com/) or contact Sendlane support.
# Shop for Good integration overview
Source: https://help.smile.io/en/integrations/shop-for-good/overview
Connect Smile.io with Shop for Good to reward customers with points for donating to charitable causes.
## About Shop for Good
Shop for Good (built by [DailyKarma](https://dailykarma.com/)) is a Shopify donation app that lets merchants run charity-linked campaigns at checkout, including round-up donations, donate-for-discount offers, and customer-selected nonprofits. When connected to Smile, you can reward customers with loyalty points for donating to your selected causes.
## Features and functionality
With the Smile and Shop for Good integration, you can:
* Reward customers for making a donation at checkout
* Reward customers for rounding up their purchase
* Reward customers for donating at specific tiers
## Integration requirements
To use the Smile and Shop for Good integration, you must meet the following requirements:
This integration is available on the Essential, Standard, Growth, Plus, and Enterprise plans. The number of integrations you can connect depends on your plan.
## Setup instructions
In **Smile Admin**, [install the integration](https://app.smile.io/integrations/shop-for-good), then refer to the [Shop for Good documentation](https://dailykarma.freshdesk.com/support/solutions/articles/61000280042-how-do-i-integrate-shop-for-good-with-smile-) for instructions on how to set up and configure the Smile and Shop for Good integration.
## Getting help
The Smile and Shop for Good integration is built and supported by DailyKarma. For any questions or issues, refer to the [Shop for Good help center](https://dailykarma.freshdesk.com/) or contact DailyKarma support.
# Stamped.io integration overview
Source: https://help.smile.io/en/integrations/stamped/overview
Connect Smile.io with Stamped.io to reward customers with points for writing product reviews.
## About Stamped.io
[Stamped.io](https://stamped.io/) is a reviews and loyalty platform built for Shopify brands. When connected to Smile, you can reward customers with loyalty points for writing product reviews, uploading photos or videos, and submitting NPS feedback.
## Features and functionality
With the Smile and Stamped.io integration, you can:
* Reward customers for writing product reviews
* Reward customers for uploading photos or videos to reviews
* Reward customers for submitting NPS reviews
* Reward customers for sharing reviews
## Integration requirements
To use the Smile and Stamped.io integration, you must meet the following requirements:
This integration is available on the Essential, Standard, Growth, Plus, and Enterprise plans. The number of integrations you can connect depends on your plan.
## Setup instructions
In **Smile Admin**, [install the integration](https://app.smile.io/integrations/stamped-io), then refer to the [Stamped.io documentation](https://stampedsupport.stamped.io/hc/en-us/articles/10126262296091-Smile-io-Stamped) for instructions on how to set up and configure the Smile and Stamped.io integration.
## Getting help
The Smile and Stamped.io integration is built and supported by Stamped.io. For any questions or issues, refer to the [Stamped.io help center](https://stampedsupport.stamped.io/hc/en-us) or contact Stamped.io support.
# Stay AI integration overview
Source: https://help.smile.io/en/integrations/stay-ai/overview
Connect Smile.io with Stay AI to display loyalty information in the customer portal.
## About Stay AI
[Stay AI](https://stay.ai/) is a subscription platform for Shopify brands that uses retention analytics to reduce churn and grow recurring revenue. When connected to Smile, you can display loyalty information in the Stay AI customer portal alongside a customer's subscription details and status, providing a seamless and unified customer experience.
## Features and functionality
With the Smile and Stay AI integration, you can:
* Display a customer's points balance, referral URL, and VIP tier in the Stay AI customer portal
* Allow customers to redeem points for discounts on their subscriptions
* Surface ways to earn and redeem points, directly in the Stay AI customer portal
For a preview of what it looks like, refer to the [setup guide](/en/integrations/stay-ai/setup#what-it-looks-like).
## Integration requirements
To use the Smile and Stay AI integration, you must meet the following requirements:
## Setup instructions
Refer to the [setup guide](/en/integrations/stay-ai/setup) for instructions on how to configure the Smile and Stay AI integration.
## Getting help
The Smile and Stay AI integration is manually configured by you using custom HTML, CSS, and JavaScript. While sample code is provided by Smile to help get you started, neither Smile nor Stay AI provide technical support for managing or updating custom code over time.
If you have questions about the Stay AI customer portal, refer to the [Stay AI help center](https://help.stay.ai/en/) or contact Stay AI support. If you have general questions about the Smile and Stay AI integration or Smile's JavaScript SDK, [contact Smile support](/en/articles/4495476-how-to-get-help-with-smile).
# Stay AI integration setup
Source: https://help.smile.io/en/integrations/stay-ai/setup
Setup instructions for configuring the Smile and Stay AI integration.
## How it works
Stay AI provides an interactive portal that allows customers to view and manage their subscriptions when logged in to your Shopify store. Using custom HTML, CSS, and JavaScript, you can display a loyalty section inside the Stay AI customer portal whose data is powered by Smile's [JavaScript SDK](https://dev.smile.io/js).
The sample code provided on this page is intended as a starting point only and may need to be adjusted to fit your specific needs. Smile does not provide support for creating, updating, or maintaining custom code over time.
## What it includes
The provided sample code adds the following to the Stay AI customer portal:
* A loading state that displays while the loyalty program information is being retrieved.
* The customer's points balance and VIP tier.
* A list of unused rewards that can be applied to future purchases.
* All available redemption options, including the ability to redeem.
* Ways to earn more points within the loyalty program.
* The customer's referral URL and referral program information.
The various components will be automatically hidden or shown based on how your loyalty program is configured.
## What it looks like
The loyalty section will inherit the styles of the Stay AI customer portal, including your chosen color scheme, fonts, and button styles. The loyalty section will also be responsive and will dynamically adjust based on the screen size. With the Stay AI default customer portal design, the loyalty section will look like the following:
## Setup instructions
### In Smile
1. In Smile Admin, navigate to **Settings** > [**Developer Tools**](https://app.smile.io/settings/developer-tools).
2. In the **JavaScript SDK** card, click **Enable**. If it is already enabled, proceed to the next step.
### In Stay AI
1. In the Stay AI admin interface, navigate to **Legacy Portal** > [Design](https://app.retextion.com/customize/design).
2. At the bottom of the page, expand the **CSS** section and paste in the following:
```css CSS lines expandable theme={null}
.smile-loyalty {
color: var(--text-color);
font-family: var(--font-body-family);
line-height: 1.5;
display: flex;
flex-direction: column;
gap: 24px;
container-type: inline-size;
/* The portal wraps custom HTML with -16px side margins, pushing the block past
the content pane where an ancestor clips it. We inset with padding instead:
16px clears the overflow, 16px matches the portal's own rows. */
margin: 16px 0;
padding: 0 32px;
}
.smile-loyalty__muted { opacity: 0.6; }
/* Hero */
.smile-loyalty__hero {
display: flex;
flex-direction: column;
align-items: center;
gap: 6px;
text-align: center;
}
.smile-loyalty__title {
margin: 0;
font-family: var(--font-heading-family);
font-weight: var(--font-heading-weight);
font-size: 1.75rem;
}
.smile-loyalty__summary { margin: 0; font-size: 1.05rem; opacity: 0.7; }
/* Two-column body: refer + codes on the left, redeem on the right */
.smile-loyalty__body {
display: grid;
grid-template-columns: 1fr 1fr;
gap: 20px;
align-items: start;
}
.smile-loyalty__col { display: flex; flex-direction: column; gap: 20px; }
@container (max-width: 620px) {
.smile-loyalty__body { grid-template-columns: 1fr; }
}
/* Cards */
.smile-loyalty__card {
display: flex;
flex-direction: column;
gap: 12px;
padding: 20px;
border: 1px solid color-mix(in srgb, currentColor 12%, transparent);
border-radius: var(--product-card-corner-radius);
}
.smile-loyalty__heading { margin: 0; font-size: 1.05rem; font-weight: 600; }
/* Buttons (reuse the portal's button tokens) */
.smile-loyalty__btn {
display: inline-flex;
align-items: center;
justify-content: center;
gap: 6px;
border: none;
cursor: pointer;
font-family: inherit;
font-size: 0.9rem;
line-height: 1.2;
white-space: nowrap;
text-decoration: none;
padding: 9px 16px;
border-radius: var(--stay-btn-secondary-radius);
background: var(--stay-btn-secondary-background);
color: var(--stay-btn-secondary-color);
font-weight: var(--stay-btn-secondary-weight);
}
.smile-loyalty__btn:disabled, .smile-loyalty__btn.is-locked { opacity: 0.45; cursor: not-allowed; }
.smile-loyalty__btn.is-armed { outline: 2px solid var(--stay-ai-pink); outline-offset: 1px; }
/* Icon tile */
.smile-loyalty__tile {
width: 40px;
height: 40px;
flex: none;
display: grid;
place-items: center;
}
.smile-loyalty__tile img { width: 100%; height: 100%; object-fit: contain; }
.smile-loyalty__tile svg { width: 20px; height: 20px; }
/* Inputs */
.smile-loyalty__input {
padding: 9px 12px;
border: 1px solid color-mix(in srgb, currentColor 20%, transparent);
border-radius: var(--inputs-radius);
font-family: inherit;
font-size: 0.9rem;
color: inherit;
background: var(--secondary-portal-color);
}
/* Refer a friend */
.smile-loyalty__ref-row { display: flex; gap: 8px; flex-wrap: wrap; align-items: center; }
.smile-loyalty__ref-row .smile-loyalty__input { flex: 1 1 200px; min-width: 0; }
/* Reward codes */
.smile-loyalty__code-row { display: flex; align-items: center; gap: 10px; flex-wrap: wrap; }
.smile-loyalty__code-name { font-weight: 600; }
.smile-loyalty__code {
font-family: ui-monospace, monospace;
font-size: 0.9rem;
background: color-mix(in srgb, currentColor 7%, transparent);
padding: 3px 8px;
border-radius: 6px;
}
.smile-loyalty__code-row .smile-loyalty__btn { margin-left: auto; }
/* Ways to redeem */
.smile-loyalty__offers { display: flex; flex-direction: column; gap: 14px; }
.smile-loyalty__offer {
display: flex;
align-items: center;
gap: 12px;
flex-wrap: wrap;
padding-top: 14px;
border-top: 1px solid color-mix(in srgb, currentColor 10%, transparent);
}
.smile-loyalty__offer:first-child { padding-top: 0; border-top: none; }
.smile-loyalty__offer-body { flex: 1 1 150px; min-width: 0; }
.smile-loyalty__offer-name { font-weight: 600; }
.smile-loyalty__offer-status { font-size: 0.85rem; opacity: 0.8; }
.smile-loyalty__success { opacity: 1; font-weight: 600; }
.smile-loyalty__offer-actions { display: flex; align-items: center; gap: 8px; margin-left: auto; }
.smile-loyalty__offer-actions .smile-loyalty__input { width: 96px; }
/* Ways to earn */
.smile-loyalty__earn { list-style: none; margin: 0; padding: 0; }
.smile-loyalty__earn-item { display: flex; align-items: center; gap: 14px; padding: 14px 0; }
.smile-loyalty__earn-item + .smile-loyalty__earn-item { border-top: 1px solid color-mix(in srgb, currentColor 10%, transparent); }
.smile-loyalty__earn-name { font-weight: 600; }
.smile-loyalty__earn-item .smile-loyalty__btn { margin-left: auto; }
```
3. Expand the **HTML** section and paste in the following:
```html HTML lines expandable theme={null}
Loading your rewards...
```
4. Expand the **JavaScript** section and paste in the following:
```javascript JavaScript lines expandable theme={null}
(function () {
'use strict';
var ROOT_ID = 'smile-loyalty';
var PROGRAM_RESOURCES = ['pointsSettings', 'earningRules', 'referralSettings'];
var CUSTOMER_RESOURCES = ['customerPointsWallet', 'customerVipStatus', 'customerPointsProducts', 'rewardFulfillments'];
var REFRESH_AFTER_REDEEM = ['customerPointsWallet', 'rewardFulfillments', 'customerPointsProducts'];
// Fallback tile icons (inherit the brand colour via currentColor) used when a
// reward or earning rule has no image of its own, so every row stays aligned.
var GIFT_ICON = '';
var STAR_ICON = '';
// --- Readiness ----------------------------------------------------------
// The portal is a single-page app that can reset our container back to its
// loading scaffold, so we re-render whenever a #smile-loyalty needs it rather
// than rendering once. Every render path produces a .smile-loyalty__hero, so
// its absence means the scaffold is still showing.
var rendering = (typeof WeakSet !== 'undefined') ? new WeakSet() : null;
function needsRender(root) {
return !!root.querySelector('.smile-loyalty__loading') || !root.querySelector('.smile-loyalty__hero');
}
function ensureRendered() {
var root = document.getElementById(ROOT_ID);
if (!root || !needsRender(root) || !window.Smile) return;
if (rendering) {
if (rendering.has(root)) return;
rendering.add(root);
}
boot(root, function () { if (rendering) rendering.delete(root); });
}
function start() {
ensureRendered();
if ('MutationObserver' in window && document.body) {
new MutationObserver(ensureRendered).observe(document.body, { childList: true, subtree: true });
}
document.addEventListener('smile-js-initialized', ensureRendered, { once: true });
}
start();
// --- Data load ----------------------------------------------------------
function boot(root, done) {
function finish() { if (done) done(); }
var customer;
try {
customer = window.Smile.customer.current();
} catch (e) {
// SDK present but not initialized yet — a later trigger will retry.
finish();
return;
}
if (!customer) {
renderLoggedOut(root);
finish();
return;
}
window.Smile.preload(PROGRAM_RESOURCES.concat(CUSTOMER_RESOURCES))
.catch(function (e) { console.warn('[smile-loyalty] preload failed; rendering with what is cached', e); })
.then(function () {
try { render(root, customer); } catch (e) { console.error('[smile-loyalty] render failed', e); }
finish();
});
}
function readData() {
return {
wallet: preloaded('customerPointsWallet'),
vip: preloaded('customerVipStatus'),
offers: preloaded('customerPointsProducts') || [],
earned: preloaded('rewardFulfillments') || [],
earn: preloaded('earningRules') || [],
referral: preloaded('referralSettings')
};
}
function preloaded(resource) {
try {
return window.Smile[resource].preloaded();
} catch (e) {
return null;
}
}
// --- Rendering ----------------------------------------------------------
function render(root, customer) {
var data = readData();
var frag = document.createDocumentFragment();
frag.appendChild(renderHero(data.wallet, data.vip));
var left = el('div', { class: 'smile-loyalty__col' });
left.appendChild(renderEarned(data.earned));
if (data.referral) left.appendChild(renderReferral(customer, data.referral));
var right = el('div', { class: 'smile-loyalty__col' }, [renderOffers(root, customer, data)]);
frag.appendChild(el('div', { class: 'smile-loyalty__body' }, [left, right]));
frag.appendChild(renderEarn(data.earn));
root.innerHTML = '';
root.appendChild(frag);
}
function renderLoggedOut(root) {
root.innerHTML = '';
root.appendChild(el('div', { class: 'smile-loyalty__hero' }, [
el('h2', { class: 'smile-loyalty__title', text: 'My Rewards' }),
el('p', { class: 'smile-loyalty__summary', text: 'Log in to your account to view your points and rewards.' })
]));
}
function renderHero(wallet, vip) {
var balance = wallet && typeof wallet.balance === 'number' ? wallet.balance : 0;
var parts = [el('strong', { text: 'Balance:' }), ' ' + formatPoints(balance)];
if (vip && vip.vipTier) {
parts.push(' • ', el('strong', { text: 'VIP Status:' }), ' ' + vip.vipTier.name);
}
return el('div', { class: 'smile-loyalty__hero' }, [
el('h2', { class: 'smile-loyalty__title', text: 'My Rewards' }),
el('p', { class: 'smile-loyalty__summary' }, parts)
]);
}
function renderReferral(customer, referral) {
var friend = referral.receiverReward && referral.receiverReward.name;
var you = referral.senderReward && referral.senderReward.name;
var desc = (friend && you)
? 'Give friends a ' + friend + ', and get a ' + you + ' when they make their first purchase.'
: 'Share your link with friends to earn rewards.';
var children = [el('p', { class: 'smile-loyalty__muted', text: desc })];
if (customer.referralUrl) {
children.push(el('div', { class: 'smile-loyalty__ref-row' }, [
el('input', { class: 'smile-loyalty__input', type: 'text', value: customer.referralUrl, readonly: 'readonly' }),
copyButton(customer.referralUrl, 'Copy link')
]));
}
return section('Refer a friend', children);
}
function renderEarned(earned) {
var usable = earned.filter(function (f) {
return f && f.fulfillmentStatus === 'issued' && !f.usedAt;
});
if (!usable.length) {
return section('Available rewards', [
el('p', { class: 'smile-loyalty__muted', text: 'No reward codes yet. Redeem your points to get one.' })
]);
}
var rows = usable.map(function (f) {
return el('div', { class: 'smile-loyalty__code-row' }, [
el('span', { class: 'smile-loyalty__code-name', text: f.name }),
el('code', { class: 'smile-loyalty__code', text: f.code }),
copyButton(f.code, 'Copy')
]);
});
return section('Available rewards', rows);
}
function renderOffers(root, customer, data) {
if (!data.offers.length) {
return section('Ways to redeem', [
el('p', { class: 'smile-loyalty__muted', text: 'No rewards are available to redeem right now.' })
]);
}
var balance = (data.wallet && data.wallet.balance) || 0;
var list = el('div', { class: 'smile-loyalty__offers' });
data.offers.forEach(function (offer) {
list.appendChild(renderOffer(root, customer, offer, balance));
});
return section('Ways to redeem', [list]);
}
function renderOffer(root, customer, offer, balance) {
var pp = offer.pointsProduct || {};
// Variable offers let the customer pick the amount, so the per-price name
// (e.g. "$47 off coupon") is misleading — use the reward's generic name.
var name = (pp.exchangeType === 'variable' && pp.reward && pp.reward.name) ? pp.reward.name : offer.name;
var sub = el('div', { class: 'smile-loyalty__muted' });
var status = el('div', { class: 'smile-loyalty__offer-status' });
var body = el('div', { class: 'smile-loyalty__offer-body' }, [
el('div', { class: 'smile-loyalty__offer-name', text: name }),
sub,
status
]);
var actions = el('div', { class: 'smile-loyalty__offer-actions' });
if (pp.exchangeType === 'variable') {
buildVariable(root, customer, offer, balance, sub, actions, status);
} else {
buildFixed(root, customer, offer, balance, sub, actions, status);
}
var tile = iconTile(pp.reward && pp.reward.imageUrl, GIFT_ICON);
return el('div', { class: 'smile-loyalty__offer' }, [tile, body, actions]);
}
function buildFixed(root, customer, offer, balance, sub, actions, status) {
var pp = offer.pointsProduct;
sub.textContent = formatPoints(offer.pointsPrice);
if (balance < offer.pointsPrice) {
actions.appendChild(lockedButton());
return;
}
var btn = redeemButton('Redeem');
attachConfirm(btn, 'Redeem', function () {
doPurchase(root, customer, btn, status, pp.id, null);
});
actions.appendChild(btn);
}
function buildVariable(root, customer, offer, balance, sub, actions, status) {
var pp = offer.pointsProduct;
var step = pp.variablePointsStep || 1;
var stepValue = pp.variablePointsStepRewardValue || 0;
var min = pp.variablePointsMin || step;
var hardMax = pp.variablePointsMax || Infinity;
var affordableMax = Math.floor(Math.min(hardMax, balance) / step) * step;
if (balance < min) {
actions.appendChild(lockedButton());
return;
}
// Snap to the step size and keep within the affordable range.
function clamp(points) {
var snapped = Math.round(points / step) * step;
return Math.min(Math.max(snapped, min), affordableMax);
}
// Start at the product's suggested points price (the points behind its
// headline reward, e.g. "$47 off"), clamped to what the customer can afford.
var chosen = clamp(offer.pointsPrice || min);
var input = el('input', { class: 'smile-loyalty__input', type: 'number', min: min, max: affordableMax, step: step, value: chosen });
function showValue(points) { sub.textContent = formatPoints(points) + ' = ' + dollars(points, step, stepValue); }
function preview() {
var v = parseInt(input.value, 10);
showValue(isNaN(v) ? min : v);
}
function commit() {
var v = parseInt(input.value, 10);
chosen = clamp(isNaN(v) ? min : v);
input.value = chosen;
showValue(chosen);
}
input.addEventListener('input', preview);
input.addEventListener('change', commit);
input.addEventListener('blur', commit);
showValue(chosen);
var btn = redeemButton('Redeem');
attachConfirm(btn, 'Redeem', function () {
commit();
doPurchase(root, customer, btn, status, pp.id, chosen);
});
actions.appendChild(input);
actions.appendChild(btn);
}
function lockedButton() {
var btn = redeemButton('Redeem');
btn.disabled = true;
btn.classList.add('is-locked');
return btn;
}
// Two-step confirm: the first click arms the button, a second click within 4s acts.
function attachConfirm(btn, label, onConfirm) {
var armed = false;
var timer = null;
function disarm() {
armed = false;
btn.textContent = label;
btn.classList.remove('is-armed');
if (timer) { clearTimeout(timer); timer = null; }
}
btn.addEventListener('click', function () {
if (btn.disabled) return;
if (!armed) {
armed = true;
btn.textContent = 'Tap to confirm';
btn.classList.add('is-armed');
timer = setTimeout(disarm, 4000);
return;
}
disarm();
onConfirm();
});
}
function doPurchase(root, customer, btn, status, productId, pointsToSpend) {
btn.disabled = true;
btn.textContent = 'Redeeming...';
status.textContent = '';
status.classList.remove('smile-loyalty__success');
var purchase = (typeof pointsToSpend === 'number')
? window.Smile.pointsProducts.purchase(productId, { pointsToSpend: pointsToSpend })
: window.Smile.pointsProducts.purchase(productId);
purchase
.then(function (result) {
var code = result && result.rewardFulfillment && result.rewardFulfillment.code;
status.classList.add('smile-loyalty__success');
status.textContent = code ? '✓ Redeemed! Code: ' : '✓ Redeemed!';
if (code) status.appendChild(el('code', { class: 'smile-loyalty__code', text: code }));
return window.Smile.preload(REFRESH_AFTER_REDEEM).then(function () {
setTimeout(function () { render(root, customer); }, 1800);
});
})
.catch(function (e) {
console.error('[smile-loyalty] redeem failed', e);
btn.disabled = false;
status.textContent = 'Couldn’t redeem — please try again.';
});
}
function renderEarn(rules) {
if (!rules.length) {
return section('Ways to earn', [
el('p', { class: 'smile-loyalty__muted', text: 'No ways to earn are available right now.' })
]);
}
var list = el('ul', { class: 'smile-loyalty__earn' });
rules.forEach(function (rule) {
var item = el('li', { class: 'smile-loyalty__earn-item' }, [
iconTile(rule.imageUrl, STAR_ICON),
el('div', {}, [
el('div', { class: 'smile-loyalty__earn-name', text: rule.name }),
el('div', { class: 'smile-loyalty__muted', text: earnText(rule) })
])
]);
if (rule.actionText && rule.actionUrl) {
item.appendChild(el('a', { class: 'smile-loyalty__btn smile-loyalty__btn--link', href: rule.actionUrl, text: rule.actionText }));
}
list.appendChild(item);
});
return section('Ways to earn', [list]);
}
function earnText(rule) {
var rv = rule.rewardValue || {};
if (rv.type === 'fixed' && rv.fixed) {
return 'Earn ' + formatPoints(rv.fixed.value);
}
if (rv.type === 'variable' && rv.variable) {
return 'Earn ' + formatPoints(rv.variable.value) + ' for every $' + rv.variable.perAmount + ' spent';
}
return '';
}
// --- Helpers ------------------------------------------------------------
function section(title, children) {
var card = el('section', { class: 'smile-loyalty__card' });
card.appendChild(el('h3', { class: 'smile-loyalty__heading', text: title }));
children.forEach(function (c) { if (c) card.appendChild(c); });
return card;
}
function redeemButton(label) {
return el('button', { class: 'smile-loyalty__btn', type: 'button', text: label });
}
function iconTile(imageUrl, fallbackSvg) {
var tile = el('span', { class: 'smile-loyalty__tile' });
if (imageUrl) tile.appendChild(el('img', { src: imageUrl, alt: '' }));
else tile.innerHTML = fallbackSvg;
return tile;
}
function copyButton(text, label) {
var btn = el('button', { class: 'smile-loyalty__btn', type: 'button', text: label });
btn.addEventListener('click', function () {
copyText(text).then(function () {
btn.textContent = 'Copied!';
setTimeout(function () { btn.textContent = label; }, 2000);
}, function () {
btn.textContent = 'Copy failed';
setTimeout(function () { btn.textContent = label; }, 2000);
});
});
return btn;
}
function copyText(text) {
if (navigator.clipboard && navigator.clipboard.writeText) {
return navigator.clipboard.writeText(text);
}
return new Promise(function (resolve, reject) {
try {
var ta = document.createElement('textarea');
ta.value = text;
ta.style.position = 'fixed';
ta.style.opacity = '0';
document.body.appendChild(ta);
ta.select();
var ok = document.execCommand('copy');
document.body.removeChild(ta);
ok ? resolve() : reject();
} catch (e) {
reject(e);
}
});
}
function formatPoints(n) {
try {
return window.Smile.formatPoints(n);
} catch (e) {
return n + ' points';
}
}
function dollars(points, step, stepValue) {
var amount = Math.round((points / step) * stepValue * 100) / 100;
return '$' + (amount % 1 === 0 ? amount : amount.toFixed(2));
}
// Minimal DOM builder. opts: { class, text, }.
function el(tag, opts, children) {
var node = document.createElement(tag);
opts = opts || {};
Object.keys(opts).forEach(function (k) {
var v = opts[k];
if (v == null) return;
if (k === 'class') node.className = v;
else if (k === 'text') node.textContent = v;
else node.setAttribute(k, v);
});
if (children) {
children.forEach(function (c) {
if (c == null) return;
node.appendChild(typeof c === 'string' ? document.createTextNode(c) : c);
});
}
return node;
}
})();
```
5. Click the **Submit** button at the top of the page to save your changes.
Changes won't be reflected in the customer portal preview, but you can test the setup by logging in to your store and visiting the Stay AI customer portal on your website. The link to the Stay AI customer portal is in the following format (make sure to replace `your-store-url.com` with your actual store URL):
```
https://your-store-url.com/apps/retextion/
```
## Known limitations
* The loyalty section is only available to customers who are logged in directly to your Shopify store. If a customer logged in to your store via a Stay AI link, they will not see the loyalty section.
# Subtotal integration overview
Source: https://help.smile.io/en/integrations/subtotal/overview
Connect Smile.io with Subtotal to reward points for verified retail purchases at major retailers.
## About Subtotal
[Subtotal](https://www.subtotal.com/) is a retail data platform that links shoppers' purchase history from major retailers like Walmart, Target, and Sephora to brand accounts. When connected to Smile, Subtotal awards loyalty points to customers for verified retail purchases, bridging in-store and online activity into one loyalty program.
## Features and functionality
With the Smile and Subtotal integration, you can:
* Reward points for verified retail purchases
* Award points when customers link a retail account
* Set custom points-per-dollar values for each retailer
## Integration requirements
To use the Smile and Subtotal integration, you must meet the following requirements:
This integration requires API access, which is typically only available on the Plus and Enterprise plans. If you're on a lower plan that does not include API access, you can [contact support](/en/articles/4495476-how-to-get-help-with-smile) to discuss options.
## Setup instructions
Refer to the [Subtotal documentation](https://docs.subtotal.com/docs/integrations/smile/introduction) for instructions on how to set up and configure the Smile and Subtotal integration.
## Getting help
The Smile and Subtotal integration is built and supported by Subtotal. For any questions or issues, refer to the [Subtotal documentation](https://docs.subtotal.com/) or contact Subtotal support.
# Tapcart integration overview
Source: https://help.smile.io/en/integrations/tapcart/overview
Connect Smile.io with Tapcart to reward and redeem loyalty points inside your mobile app.
## About Tapcart
[Tapcart](https://www.tapcart.com/) is a mobile app builder for Shopify stores. When connected to Smile, customers can view their points, redeem rewards, and apply them at checkout inside your branded mobile app.
## Features and functionality
With the Smile and Tapcart integration, you can:
* Reward points for purchases made in the app
* Display points, tiers, and rewards in the app
* Let customers redeem rewards in the app
* Apply redeemed rewards at checkout
## Integration requirements
To use the Smile and Tapcart integration, you must meet the following requirements:
This integration requires API access, which is typically only available on the Plus and Enterprise plans. If you're on a lower plan that does not include API access, you can [contact support](/en/articles/4495476-how-to-get-help-with-smile) to discuss options.
## Setup instructions
Refer to the [Tapcart documentation](https://help.tapcart.com/en/articles/12333646-smile-loyalty-integration) for instructions on how to set up and configure the Smile and Tapcart integration.
## Getting help
The Smile and Tapcart integration is built and supported by Tapcart. For any questions or issues, refer to the [Tapcart help center](https://help.tapcart.com/en/) or contact Tapcart support.
# TargetBay integration overview
Source: https://help.smile.io/en/integrations/targetbay/overview
Connect Smile.io with TargetBay to reward customers with points for writing product, photo, and site reviews.
## About TargetBay
[TargetBay](https://www.targetbay.com/) is a marketing suite for ecommerce that combines email, SMS, customer reviews, and Q\&A. When connected to Smile, you can reward customers with loyalty points for writing product reviews, photo reviews, and site reviews through TargetBay.
## Features and functionality
With the Smile and TargetBay integration, you can:
* Reward customers for writing product, photo, and site reviews
* Set separate point values for each review type
* Award points automatically once reviews pass moderation
## Integration requirements
To use the Smile and TargetBay integration, you must meet the following requirements:
This integration is available on the Essential, Standard, Growth, Plus, and Enterprise plans. The number of integrations you can connect depends on your plan.
## Setup instructions
In **Smile Admin**, [install the integration](https://app.smile.io/integrations/targetbay), then refer to the [TargetBay documentation](https://help.targetbay.com/s/article/Smile-io-TargetBay-reviews-integration) for instructions on how to set up and configure the Smile and TargetBay integration.
## Getting help
The Smile and TargetBay integration is built and supported by TargetBay. For any questions or issues, refer to the [TargetBay help center](https://help.targetbay.com/) or contact TargetBay support.
# Verified Reviews integration overview
Source: https://help.smile.io/en/integrations/verified-reviews/overview
Connect Smile.io with Verified Reviews to reward customers with points for writing product and website reviews.
## About Verified Reviews
[Verified Reviews](https://en.verified-reviews.com/) is a customer reviews platform that collects both product reviews and website reviews from customers after purchase. When connected to Smile, you can reward customers with loyalty points for writing either type of review, with separate point values for each.
## Features and functionality
With the Smile and Verified Reviews integration, you can:
* Reward customers for writing product reviews
* Reward customers for writing website reviews
* Set separate point values for each review type
## Integration requirements
To use the Smile and Verified Reviews integration, you must meet the following requirements:
This integration is available on the Essential, Standard, Growth, Plus, and Enterprise plans. The number of integrations you can connect depends on your plan.
## Setup instructions
In **Smile Admin**, [install the integration](https://app.smile.io/integrations/verified-reviews), then refer to the [Verified Reviews documentation](https://cl.avis-verifies.com/eCommerce/smile/Smile.io%20-%20Verified%20Reviews.pdf) for instructions on how to set up and configure the Smile and Verified Reviews integration.
## Getting help
The Smile and Verified Reviews integration is built and supported by Verified Reviews. For any questions or issues, contact your Verified Reviews account manager.
# Yotpo integration overview
Source: https://help.smile.io/en/integrations/yotpo/overview
Connect Smile.io with Yotpo to reward customers with points for writing product reviews.
## About Yotpo
[Yotpo](https://www.yotpo.com/) is a customer reviews and user-generated content platform that helps ecommerce brands collect and display reviews across the buyer journey. When connected to Smile, you can reward customers with loyalty points for writing verified product reviews.
## Features and functionality
With the Smile and Yotpo integration, you can:
* Reward customers for writing product reviews
* Restrict points to verified buyers only
* Set earning limits to control how often customers can earn
## Integration requirements
To use the Smile and Yotpo integration, you must meet the following requirements:
This integration is available on the Essential, Standard, Growth, Plus, and Enterprise plans. The number of integrations you can connect depends on your plan.
## Setup instructions
Refer to the [setup guide](/en/integrations/yotpo/setup) for instructions on how to install and configure the Smile and Yotpo integration.
## Getting help
The Smile and Yotpo integration is built and supported by Smile. For any questions or issues, [contact Smile support](/en/articles/4495476-how-to-get-help-with-smile).
# Yotpo integration setup
Source: https://help.smile.io/en/integrations/yotpo/setup
Setup instructions for installing and configuring the Smile and Yotpo integration.
## Install the Yotpo integration
To install and configure the Smile and Yotpo integration:
1. In Yotpo, locate your **App Key** and **Secret Key** ([guide](https://support.yotpo.com/docs/finding-your-yotpo-app-key-and-secret-key)).
2. In **Smile Admin**, install the [Yotpo integration](https://app.smile.io/integrations/yotpo).
* In the `API Key` field, enter your Yotpo **App Key**.
* In the `API Secret` field, enter your Yotpo **Secret Key**.
* Click **Connect to Yotpo**.
## Setup a Yotpo way to earn
Once the Yotpo app is connected to your Smile account, you need to set up a Yotpo way to earn so that customers can earn points for leaving reviews.
1. In **Smile Admin**, navigate to **Program** > [**Points**](https://app.smile.io/reward-programs/points).
2. Click **Add ways to earn**.
3. Scroll down to the **Smile Apps** section and click the **Product review: Yotpo** option.
4. Enter the number of points you would like customers to earn, and customize the way to earn just like you would any other! Use unique names, details, and instructions to fully incorporate it into your rewards program.
5. Click **Create**.
**Note:** This way to earn requires customers to be a verified buyer, otherwise they will not receive points for leaving a review. It's also not possible to create different earning rules for different review types (i.e. photo review vs. video review,etc).
## Troubleshooting
If customers are not earning points for reviews, here are some common reasons why:
1. Customers are invited to leave reviews in an email post-purchase. If a customer does not leave a review through the form included in the email, they will not receive points because they will not be able to be classified as **verified buyers**.
2. Customers must leave the reviews for products at your store. The integration **does not** currently award points for Yotpo website reviews.
3. Only reviews submitted after the integration is connected to Smile will earn points. Reviews submitted before the integration was set up are not synced retroactively and will not earn points.
# Smile Help Center
Source: https://help.smile.io/home
Guides to help you set up and manage your loyalty program
## Common tasks
Set how customers earn and spend points
Add a space for customers to track points and rewards
Run a bonus points campaign to drive customer engagement
Set up and manage integrations with Smile
## Need help?
Can't find what you're looking for? [Contact our support team](#open-intercom).