Loyalty System (Reward System)

What is loyalty reward?

Loyalty reward is a virtual amount automatically granted to customers based on their spending or classes attended. This credit is stored in the customer's account and can be redeemed when purchasing eligible class passes or products during future purchases.

Build Trust

How to set up the rules for earning loyalty reward?

Reminder:

• The loyalty rewards are calculated based on the discounted amount. For example, if a pass is priced at NT$1,000 with a 10% discount and a 5% loyalty reward rate, the rewards earned will be: 1,000 × 0.9 × 0.05 = NT$45.
• The setting for "Reward items" in the Loyalty System feature is shared with the setting for redemption of referral rewards on Coupons & Discounts.
• The expiration date setting for loyalty rewards earned from purchases is not shared with the expiration setting for referral rewards.
• To configure the expiration for referral rewards, please go to "Coupons & Discounts".

• Loyalty rewards can be applied to deduct the order amount at checkout, and can be used for all or selected passes or shop items.
• (This setting is shared with the "Reward items" setting under "Coupons & Discounts".)
• The actual eligible items for rewards redemption may vary based on each studio's settings.

How to set up the rules for earning loyalty reward for EACH item/class?

How to exclude specific item/class from earning loyalty rewards

How to earn loyalty reward by purchasing passes/items?

• Loyalty rewards are generated only for verified payments.
• Rewards are automatically issued when an order is marked as "Payment verified" or completed via online payment.
• Orders that are in "Unpaid" or "Unverified" status and later deleted will not generate any loyalty rewards.

When will customers receive rewards after attending a class?

Reward credits will be granted within approximately 2 hours after the class ends.

Detailed process:

1. After a class ends, there is a 30 minute waiting period before the reward eligibility check begins.
2. The system runs the check at :36 past every hour and distributes rewards to customers marked as "Attended."

Example: If a class ends at 1:15 PM, the eligibility check starts at 1:45 PM, and the reward will be updated to the attended customers' accounts at 2:36 PM.

Where can customers view their loyalty reward balance?

How to redeem loyalty reward?

What happens to loyalty reward if an order is deleted?

If a customer placed an incorrect order or if an order was accidentally deleted by an administrator, you may coordinate with the customer to determine the intended pass. You can then manually add it to the customer's account as an "unpaid pass", adjust the amount as needed, and allow the customer to complete payment accordingly.

View or Add Loyalty Reward to Customer

The ability for admin to manually adjust loyalty reward or send reward to customer accounts is planned for a future release.For now, use coupons as compensation if needed.

Manual Redemption of Rewards

When a customer asks the studio to place an order on their behalf, you can manually redeem rewards through the admin page to ensure accurate accounting.

FAQ 1. Do I need to disclose the rules of loyalty reward to customers?

For example:

1. Loyalty rewards can only be used to offset specific items and cannot be exchanged for cash or change.
2. Loyalty rewards are non-transferable and non-refundable.
3. Loyalty rewards cannot be considered as actual payment for invoice purposes. Invoices will be issued based on the amount after rewards are applied.
4. Usage is subject to system-defined rules. Rewards cannot be used beyond the configured limits.
5. Expired loyalty rewards cannot be used or refunded. Please pay attention to the expiration date.

FAQ 2. Can loyalty reward be used with subscription-based passes?

When allow earning rewards by purchasing subscription passes, please note:

Customers will only receive rewards for the initial payment when purchasing a subscription pass. Subsequent recurring payments will not generate additional rewards.

When allowing reward credits to be used for subscription passes, please note:

During the subscription period, each recurring charge will follow the discounted amount from the first payment.

For example, if a subscription pass charges NT$5,000 monthly and the customer applies NT$500 in reward credits during the initial purchase, then NT$4,500 will be charged for each subsequent billing cycle.

FAQ 3. What's the Difference Between "Loyalty Rewards" and "Referral Rewards"?

1. Loyalty rewards from the Loyalty System are earned when purchasing specific class passes.
2. Loyalty rewards from Referral Codes (Coupon % Discount feature) are awarded to the referrer when the referred customer enters the referral code at checkout.
3. Both types of rewards can be used to redeem the same eligible items.
4. Expiration settings are managed separately and do not apply universally across both types.

FAQ 4. Will customer purchase 'unpaid' pass earn rewards?

No. Loyalty rewards will not be applied to unpaid passes.

*Unpaid passes refer to passes manually added by an admin to a customer's account, with the 'Paid' toggle turned off.

FAQ 5. What do 'verifying' and 'pending' status mean?

"Verifying" means the customer has placed an order with payment option cash or bank transfer, but the payment hasn't been verified (confirmed) yet, so the reward stays in "Verifying" status for now.

"Pending" relates to rewards from referral codes (Coupons& Discounts feature). It means the customer entered the referral code at shopping cart, but hasn’t completed payment yet. The reward stays "Pending" while waiting for the customer to complete the purchase.