Enable Your Loyalty Program

Corey Wright

The CommentSold loyalty program lets registered shoppers earn store credit on eligible purchases and use it toward future orders. Enable Base Loyalty, configure earning conditions, and optionally offer Live Loyalty bonuses to encourage repeat purchases. You can also track customer credit balances, manage loyalty visibility at checkout, and troubleshoot missing or incorrect rewards using Shop Logs.

Use the table of contents below to navigate to specific sections of this article:

How a Loyalty Program Benefits Your Shop
How the Loyalty Program Works
Expected Behavior
Set Up Your Loyalty Program
View Customer Loyalty Credit Balance
What Your Shopper Experiences
Hide Loyalty Information from Checkout and Cart
FAQs
Troubleshooting Errors
Interpreting Live Loyalty Changes in the Shop Logs Tab
Interpreting Base Loyalty Changes in the Shop Logs Tab

How a Loyalty Program Benefits Your Shop

Incentivize shoppers to keep purchasing from your shop.
Registered shoppers can use loyalty credit as store credit on future purchases.

How the Loyalty Program Works

When you enable your loyalty program, you'll set a base percentage that registered shoppers can earn on every purchase. This includes the purchase of gift cards, waitlist authorized items, and comment charge purchases.

CommentSold will multiply each order’s subtotal by that percentage after it deducts:

Sales tax
Shipping costs
Applied coupons or discounts (with the exception of secondary offers)
Any portion of the payment made with account credits or gift cards

These amounts do not count toward earning loyalty credit.

CommentSold will retract earned loyalty credit on items a shopper returns to your shop. If you choose to refund the order back to the card used for the purchase, then CommentSold will display the amount of credit to be retracted.

If you choose to refund the customer using store credit, there is no need to retract loyalty credit. Shoppers will keep their original loyalty credits; however, they will not earn any additional loyalty credits when they pay with store credit. Shoppers can only earn loyalty credits with each new payment.

Learn more about processing returned items here.

Expected Behavior

General Loyalty

Live Loyalty

Distributes loyalty rewards as percentage of purchase
Can be applied to specific sales channels
Can be applied to specific collections
Allows exclusions of collections
Will retract loyalty amounts for returned items if the amount has not already been used on another purchase
Sends email notification to customer for loyalty earned
Cannot be applied to specific, individual products
Does not apply to the total before discounts/taxes/shipping
Does not apply to orders paid entirely in store credit

Distributes loyalty rewards as a percentage of purchase
Cannot be applied to specific sales channels
Cannot be applied to specific collections
Will retract loyalty amounts for returned items if the amount has not already been used on another purchase
Sends email notification to customer for loyalty earned
Does not apply to items that are not scanned/clicked during the live sale
Does not apply to the total before discounts/taxes/shipping
Does not apply to items carted before the live sale started

Set Up Your Loyalty Program

Setting up your loyalty program involves three steps: enabling the program, choosing your conditions, and enabling a live sale bonus (optional).

Select Setup in the side menu of your CommentSold dashboard.
Select Loyalty Program at the top of the page.
Enable the toggle at the right corner of Base Loyalty.

Your next step is to define the percentage that registered shoppers can earn and which collections and sales channels, if any, are required for earning credit.

Enter the base percentage a registered shopper can earn on purchases (minus taxes, shipping, and discounts) in the Loyalty Amount field.
Select the Sales Channels checkbox to specify from which sales channels shoppers can earn credit when purchasing. For example, shoppers can only earn credit from purchases made through your mobile app.
- Choose your desired channels from the drop-down list.
- To remove a channel, select the X to the right of the channel name.
Select the Product Collections checkbox to specify certain collections shoppers can earn credit when purchasing. For example, shoppers can only earn credit on items included in a shop's Premium Skincare collection.
- Choose Include to limit the number of qualifying collections.
- Choose Exclude to broaden the number of qualifying collections.
Schedule the Loyalty Program if desired by selecting Start Date/Time and End Date/Time.
Select Save at the bottom of the section.

With Live Sale Loyalty, you give shoppers the opportunity to earn credit in addition to the base loyalty credit you specified on the previous tab. Enabling Live Sale Bonus is optional.

Registered shoppers can earn a live sale bonus when they purchase any product featured in a live sale regardless of the sales channel (e.g., Facebook, mobile app, etc.).

As a shop, you also have the option to allow shoppers to earn a live sale bonus within a specific window of time after a sale ends. This allows customers who aren't using your mobile app to have enough time to check out.

Enable the toggle at the right corner of Live Sale Loyalty.
Enter the base percentage credit you wish for customers to earn after completing a live sale purchase.
Select Add as bonus to base loyalty checkbox if you wish to include this percentage as an addition to the base percentage they can earn.
If you wish to give customers a window in which they can check out and still earn a live sale bonus post-live sale, select the Extend Live Sale Loyalty Period checkbox and enter the number of minutes in the provided field.
Select Save at the bottom of the section.

Note: Live bonus credit is not impacted by collection or sales channel filters for base loyalty.

Loyalty Campaigns allow you to design personalized reward programs that can operate on their own or complement your existing base and live sale loyalty initiatives.

Enable the toggle at the right corner of Loyalty Campaigns.
Select + Create Campaign.
Create Loyalty Campaign:
- Enter a Title for the campaign.
- Enter a Description for the campaign.
- Enter the Loyalty Amount percentage credit you wish for customers to earn after completing a live sale purchase.
- Select Add as bonus to base loyalty checkbox if you wish to include this percentage as an addition to the base percentage they can earn.
- Select the Sales Channels checkbox to specify from which sales channels shoppers can earn credit when purchasing. For example, shoppers can only earn credit from purchases made through your mobile app.
  - Choose your desired channels from the drop-down list.
  - To remove a channel, select the X to the right of the channel name.
- Select the Product Collections checkbox to specify from which sales channels shoppers can earn credit when purchasing. For example, shoppers can only earn credit on items included in a shop's Premium Skincare collection.
  - Choose Include to limit the number of qualifying collections.
  - Choose Exclude to broaden the number of qualifying collections.
- Select Live Replays checkbox to specify which live sale replays are eligible to earn loyalty credits.
  - Choose Include to limit the number of qualifying replays.
  - Choose Exclude to broaden the number of qualifying replays.
- Schedule the Loyalty Program if desired by selecting Start Date/Time and End Date/Time.
Select Save at the bottom of the section.

View Customer Loyalty Credit Balance

At any time, you can view the balance of a customer's loyalty credit from the Customers page in CommentSold.

Select Customers in the side menu of your CommentSold dashboard.
Scroll to locate a specific customer or use the Search field in the top-right corner of the table.
View the total in the Store Credit column toward the right side of the table.

You can also view the history of a customer's credit balance. History includes earned credit, retractions due to returned items, and manual adjustments.

Select the linked customer name in the Name column to view the customer profile.
Scroll down and locate the Store Credit Balance Movement section.

What Your Shopper Experiences

After each purchase, customers will receive a notification email that details the amount of credit they earned with the purchase.

If the customer selects the View My Account Page button, they'll be taken to their account page where they can view their current account credits.

Hide Loyalty Information from Checkout and Cart

If you do not want loyalty information to appear in the checkout or cart view, you can easily turn it off.

By default, loyalty information is visible in the cart and checkout. If you prefer to keep this hidden, simply toggle off the Show Loyalty Info in Cart & Checkout option. This will remove loyalty-related messages from the customer’s checkout experience.

Select Website Content in the side menu of your CommentSold dashboard.
Select Preferences at the top of the page.
Disable the Show Loyalty Earned on Checkout/Cart toggle.

FAQs

How does the CommentSold loyalty program work?

The loyalty program lets registered shoppers earn store credit on eligible purchases. Shoppers can apply their earned credit toward future purchases.

How is loyalty credit calculated?

CommentSold calculates loyalty credit using the order subtotal after deducting sales tax, shipping costs, applicable coupons or discounts (except secondary offers), and any portion paid with account credit or gift cards.

Do shoppers earn loyalty credit when they pay with store credit?

No. Shoppers do not earn additional loyalty credit on the portion of an order paid with account credit or gift cards.

What happens to loyalty credit when a shopper returns an item?

CommentSold retracts the loyalty credit earned on returned items if the order is refunded to the original payment card. The system displays the amount of credit to retract. If you refund the order using store credit, the shopper keeps their original loyalty credit.

What is the difference between Base Loyalty and Live Loyalty?

Base Loyalty can be configured for specific sales channels and collections, including collection exclusions. Live Loyalty applies to eligible items scanned or selected during a live sale and cannot be restricted to specific sales channels or collections.

Why didn't a customer earn loyalty credit on an order?

Check the loyalty settings that were active when the order was placed using the Shop Logs tab. Confirm that Base Loyalty or Live Loyalty was enabled and that the product qualified under the applicable loyalty campaign or conditions.

Why didn't a customer receive the full expected loyalty credit?

Check whether the order includes products from collections excluded from loyalty. Also, verify the calculation after deducting taxes, shipping, applicable discounts, and payments made with account credit or gift cards.

Why didn't a customer earn Live Loyalty credit?

Products must be scanned or selected during the live sale, and items must be carted during the live sale or within the applicable grace period after it ends. Products carted before the live starts or never scanned or selected during the sale do not qualify.

Why did a customer receive a Live Loyalty bonus after I turned it off?

Live Loyalty settings active when the live sale starts remain in effect for that session, even if you turn off the bonus before the allotted time ends.

Where can I view a customer's loyalty credit balance?

Go to Customers in your CommentSold dashboard, locate the customer, and check the Store Credit column to view their total balance.

How do shoppers know how much loyalty credit they've earned?

Shoppers receive an email after each purchase showing the amount of loyalty credit earned. They can also select View My Account Page in the email to view their current account credits.

Can I hide loyalty information from the cart and checkout?

Yes. Go to Website Content > Preferences and disable the Show Loyalty Earned on Checkout/Cart toggle to hide loyalty-related messages from the cart and checkout.

How can I troubleshoot loyalty settings using Shop Logs?

Use the Shop Logs tab to review changes to Base Loyalty and Live Loyalty, including when either setting was enabled or disabled, percentage changes, collection and sales channel changes, and updates to applicable date and time settings.

Troubleshooting Errors

Expand this section to know about the common errors and how to troubleshoot them.

Here are some common errors and their resolutions:

Issue: Customer got live loyalty bonus after we turned the bonus off

The settings that are in place for live loyalty bonus when the live sale starts will continue on even if you turn off the live loyalty before the allotted time runs out.

Once the live has started, the clock has begun and toggling settings off won’t void the settings for that session.

Issue: Customer didn’t get loyalty points for full amount of order

Check if the order contains items from a collection that have been excluded from loyalty.

If not, check the math.

Loyalty applies to the order’s subtotal after:

Sales tax
Shipping costs
Applied coupons or discounts (with the exception of secondary offers)
Any portion of the payment made with account credits or gift cards

Issue: Customer didn’t get Live loyalty points for order

Check this:

Items in the order must be carted during the live sale (or within the allotted time after the sale ends).
Items in the order must be scanned or selected during the live sale.
- How do I check? If the product isn't listed in the Featured Products section under Live>Live History for that live sale, it was not scanned/clicked and live loyalty will not apply.
Items that are carted before the start of the live sale or that are in the product selection but were never scanned or selected during the live sale will not qualify for live loyalty.