As a Lightspeed Retail POS merchant, you can offer your customers the Loyalty program. The program allows shoppers to earn points for purchasing from you and then redeem them in both brick-and-mortar and online stores.

Once you enable Loyalty in Retail POS, it becomes available for all customers in your eCom (E-Series) online store. Loyalty is not supported by third-party eCom integrations.

How the Loyalty program works with eCom

Here’s how the Loyalty program works with your online shop:

• You choose how many points customers earn for purchasing products. It can be the same amount for all items across your catalog, or you can set up product-specific earned points.
• 1 Loyalty point = 1 currency unit (1 USD, 1 CAD, etc.)
• To earn loyalty, customers need to pay for sales online and in full. If customers decide to pay in cash and pick up their order, they still can earn loyalty in-store, but you have to redeem points through your POS.
• To redeem loyalty points online, customers need to log in to their customer account.
• To learn about the Loyalty program or a signup bonus, customers can either open the product page or begin checkout.
• Customers can check their Loyalty balance in the order confirmation email, in their customer account on your site, or on the product page if they are logged in. You can also enable showing the current balance on a receipt.
• Returning Loyalty points to a customer’s balance during refund is not possible, but you can manually return points to your client’s balance.

Enabling the Loyalty program in eCom

The Loyalty program works across both your online and offline stores. Once you enable Loyalty in Retail POS, it becomes available for all your sale points.

To enable Loyalty for Retail POS and eCom (E-Series):

1. From Retail POS, navigate to Setup > Loyalty.
2. Click Enable Loyalty.
3. In the Earn Loyalty section, specify how many points customers will earn for purchasing.
   Both tax and rounding are considered part of the Loyalty calculation. Tipping and shipping fees are not.
4. (Optional) Check the Set sign-up bonus box to offer a one-time sign-up bonus and enter its value.
5. (Optional) Check the Send welcome email box to welcome new members to your Loyalty program. You can then customize the welcoming email.
6. Click Save.

You can adjust the Loyalty program for customers by changing Loyalty balances, disabling Loyalty for specific customers, or setting up an expiration date for redeeming points.

Highlighting the Loyalty program on your Instant Site

When using the default eCom site builder called Instant Site, you can create a website with or without eCommerce capabilities.

Instant Site includes a dedicated, pre-designed section for promoting your Loyalty program. You can add this section to your site to increase customer awareness. You can add your own CTA (Call to Action) and customize the section to redirect shoppers to the Loyalty sign in page or your online shop.

To add the Loyalty section on your Instant Site:

1. From Retail POS, navigate to Online > Webstore.
2. Click Edit Site to open the site editor.
3. In the menu on the left, click Add Section > Special Offers, then scroll down and choose a Loyalty-specific section.
4. On the Content tab, you can change the heading, image, and button:
   1. In the Title field, enter your heading for the section.
   2. In the Description field, enter your CTA or explain briefly how Loyalty works.
   3. Click Change Image to upload your custom photo.
   4. Under Button, click Shop now to change the text on the button and what action is performed on click. For example, in Action on click, you can choose Go to link and then enter the address of the Loyalty sign in page.
5. On the Design tab, you can specify the section layout and customize its look.
6. (Optional) Click Preview at the top right corner to see how your site looks with different settings.
7. Once you’re satisfied with your settings, click Publish.

Earning and redeeming loyalty points online

When Loyalty is enabled, all customers who buy online in your eCom online store are automatically included in the program. Shoppers can then redeem their earned Loyalty points as if it were cash.

In the online store, customers must redeem all points at once, they can’t choose how many points to spend. 

• If the order total is greater than the available points, all points will be redeemed.
• If the order total is less than the available points, only the amount equal to the order total will be redeemed, and the remaining points will stay in the customer's balance.

When a customer pays for part of their purchase with points, they will earn new points on the portion paid with another payment method. For example, if a customer uses Loyalty to pay for 20% of the sale, they will only earn points on the remaining 80% of the sale.

To redeem points, customers must enter the same email at checkout they use for your Loyalty program.

To earn and redeem loyalty points in your online store, a customer needs to:

1. Go to your online store and add items to the cart.
2. Begin checkout to see how much points they will earn.

3. Existing customers with earned points can log in to their customer accounts to see their current Loyalty balance and redeem points.

   

   Customers can check their current balance in their customer account in your store.

4. After placing the order, a customer will receive an email with order details, including how much loyalty points they’ve earned.

Refunding online orders made with loyalty points

When a customer wants to refund an order, their loyalty points do not automatically return to their balance. You can manually adjust the Loyalty balances if needed.

To manually return loyalty points to the customer balance:

1. From Retail POS, navigate to Customers.
2. Click Export list to download a CSV file.
3. Open the CSV file in a spreadsheet software.
4. Delete all columns except for customer_code, first_name, and last_name.
5. Add an additional column at the end and name it loyalty_adjustment.

6. Find a customer you need to update, and under the loyalty_adjustment column enter a value to add to their current loyalty balance.

   

7. Save the file as a CSV, XLSX, or XLS file.
8. On the Customers page in Retail POS, click Import customers > Select file to upload.
9. Select the file that you saved.
10. Click Continue with import (or Continue anyway).

After the import, the Loyalty balance will be updated to the value you’ve specified in the spreadsheet.