In this Guide, I'm going to show you how to
install and set up the Loyalty Points feature
on your EKM online shop. Of course when you
log in, you'll hit the Dashboard page so you
need to click the Features tab up towards
the top right-hand side of the screen, and
then once you're on the Features page, scroll
down past Installed Features - everything
that you've got already - into the More Features
box - which is the stuff you're yet to install
- and Loyalty Points is this light purple
square with the person in a circle on it.
Click that, and scroll down to your right-hand
side and you'll get a green Install Feature
button. Click that to install the Feature
on your shop. Now once you've installed the
Feature, you're gonna see a list of tickboxes,
okay? Looks like this, okay? So what you need
to do is you need to go down each of these
boxes and choose how you want customers to
earn and spend their Loyalty Points. So at
the top, we've got 'How can customers use
and gain Loyalty Points?' - They can earn
and they can spend, or they can spend only.
So default is Earn & Spend, so the more
they spend on your shop, the more Loyalty
Points they earn and they can spend those
at a later date. 'How much is a Loyalty Point
worth?' - most of the time, people have it
set to a penny, but it depends what you sell
on your shop - if you sell lots of high-priced
items, you might want to set it to ten pence
for example, okay? 'Do you award points for
your Delivery Costs?' - some have Total Including
Delivery or Total Excluding Delivery, okay?
It depends then on what Delivery Methods do
you have set up, like if you ship abroad - which
is quite expensive for some Products - do
you want customers to earn points on that
Delivery Method as well, okay? If you scroll
a little further down, 'How many points should
a customer have before they can redeem them?'
- The default is 1, so they can have a penny
knocked off their order the way the settings
are at the moment. From experience, I do all
of my shopping online and the majority of
places will have a minimum spend in place.
So for example, I think ASOS - when they did
points - you had to earn 500 points before
you could spend any of those points, okay?
'How long should the points remain valid for?'
- Never Expire is the default, though you
can set them down to different months, it
depends again on what you're selling and how
much of an offer you want this to be for your
customers, okay? 'Which Order Status should
be set for the Loyalty Points to be awarded
to the customer?' - Okay, so when do we apply
those Loyalty Points to the account? Now I
would suggest that you put the Loyalty Points
here when you've set the order to Complete,
then the Loyalty Points are added to the account.
If you don't use the Complete Order Status
so much, you'd maybe use Dispatched instead,
okay? So you'd pick one of these two, okay?
I'm gonna leave it on Complete. 'Which Order
Status should be set for the Loyalty Points
to be removed from the customer?' - So if
a customer has cancelled something, okay - so
they've put an order through but that order's
later been cancelled off, if the order has
failed - for example, their card was out of
date - okay? If the payment was declined - so
maybe they didn't have enough money in their
bank account, or if the order was refunded,
then we'd make sure - the system would make
sure - that the Loyalty Points that they'd
earned through the order didn't get put onto
their account, okay? When you've done that,
click Update, okay? Now I just wanna mention
we do have some more options down at the bottom
of the page; so you can change the text in
the message, okay? For...that displays when
customers see how many Loyalty Points they've
got, okay? So they see the standard message
on the Product Page, you've got Loyalty Points
on...I think this one goes onto the Order
itself, and you can change the text in these
messages, so long as you don't take out any
of the information in the square boxes here,
okay? You can change the text in there so
it's more befitting to your brand, alright?
But yeah, once you've done these settings
at the top of the page and you've clicked
Update - that's it - Loyalty Points are working
for you. Now, it's worth mentioning that one
of the fun things to do with Loyalty Points
is if you click the Orders tab and then you
go into View Customers, okay - I've got lots
of my customers on here, as you can tell - if
I click this first one...okay so this customer
has made an account, but they've not set a
password yet...let me have a look at this
one...okay, so yeah, because I've got 'Registered
Customer' down here, they've not a set a password,
so we need one that's set a password. Okay,
so this test account, this one's set a password.
If I click Edit on this account, I can manually
add in Loyalty Points for customers if I choose
to do so. So that means that you can actually
run an offer where you could offer customers
so-and-so many Loyalty Points for buying an
item and then you manually add those Loyalty
Points afterwards. Now it's worth mentioning
as well, that customers have a habit of...they'll
contact you as a shop owner and say 'I've
bought so-and-so items but I didn't get offered
my Loyalty Points at the Checkout,' okay?
The reason for this, nine times out of ten,
is because the customer has actually created
two accounts on your shop, right? So in this
case, if we presume that both of these EKM
test accounts are the same, you'll see one
related to their order that they've just done,
and you'll find their details on a previous
account as well. What you need to do is ask
them which one of their email addresses do
they want to use on your shop and then make
sure that they use the correct email address
and then manually change the Loyalty Point
amount on the account with the correct email
address, if that makes sense. Because unfortunately,
not everyone sets their browser to save passwords
and email logins on different websites so
it's easy done; it's human error, but that's
how you rectify it, okay? It's also worth
mentioning as well that it's good to have
Customer Login - that feature - installed
when you do Loyalty Points, because if you
go into a custom...if a customer logs into
their account like on this page here, any
Loyalty Points that they've earned so far
are displayed down here, under the customer's
name, okay? So it's definitely worth installing
Customer Login and then doing your Loyalty
Points as well, alright? And it's just - it's
an extra thing to encourage return sales to
your shop, okay? There's a separate video
on Customer Login, you may want to look that
up. For more of our Support Guides, check
out our Support Centre which is support.ekm.com
or alternatively, if videos are more your
thing, then come and find us on YouTube. Just
bob over to YouTube.com, type in EKM and we've
got a whole host of videos there to help you
out as well.
