For about 2 years, we ran a loyalty app with points. The idea sounded great, but in reality customers kept emailing us: “How do I redeem my points?” or “Why is the value different at checkout?” It became a support headache.
Recently, we switched to a different approach: giving store credit in the same currency as the store. At checkout, it just shows up as a simple tick box - one click, and customers can redeem it. No confusion, no extra questions, and way fewer support tickets.
What’s one tactic you’ve tried that really freed up your time or simplified things for your store?
I built of points from one of my suppliers that I cannot figure out how to use. asked them with no response. so frustrating. I am due some really nice leather goods but nope.
Instead of discount codes, we offered automatic discounts based on cart value. It eliminated confusion for customers around typing in codes and helped reduce friction during checkout. Sales were a little higher, but the real victory was fewer support emails about “code not working.” Easier experience for customers, easier running the shop for us.
That’s actually one reason we prefer store credit over points.