Common Setup Mistakes

Avoid these common mistakes when setting up your loyalty program

Learn from others' mistakes. Here are the most common issues merchants encounter during setup and how to avoid them.

Tier Configuration Mistakes

❌ Unreachable Tier Thresholds

The Mistake: Setting thresholds so high that customers can never reach them.

Example (for a store with $50 AOV):
Bronze: $0
Silver: $5,000    ← Takes 100 orders!
Gold: $20,000     ← Nearly impossible

The Fix: Set thresholds based on your actual customer data:

  • First upgrade: 2-4x your AOV

  • Top tier: Achievable by top 2-5% of customers

Better Example:
Bronze: $0
Silver: $200      ← 4 orders
Gold: $600        ← Loyal customers
Platinum: $1,500  ← Top customers

❌ Insignificant Rate Differences

The Mistake: Making cashback differences so small they don't motivate.

The Fix: Make each tier noticeably better (at least 1.5x):

❌ Too Many Tiers

The Mistake: Creating 6+ tiers that confuse customers.

The Fix: Stick to 3-4 tiers. More isn't better—it's confusing.

Data Sync Mistakes

❌ Not Syncing Before Launch

The Mistake: Launching without importing historical orders. Result: All customers start at base tier.

The Fix: Always sync historical data before going live:

  1. Go to Settings → Data Sync

  2. Select date range matching your evaluation period

  3. Enable Update Customer Metrics

  4. Run sync and wait for completion

❌ Wrong Date Range

The Mistake: Using "Annual" evaluation but only syncing "Last 30 days."

The Fix: Match your sync range to your evaluation period:

Evaluation Period
Minimum Sync Range

Annual

Last year

Lifetime

All time

❌ Syncing Without Updating Metrics

The Mistake: Running sync but leaving "Update Customer Metrics" disabled.

The Fix: For initial setup, ALWAYS enable:

  • ✅ Update Customer Metrics

  • ✅ Reconcile Existing Ledger Entries (if re-syncing)

Automation Mistakes

❌ Forgetting to Enable Automation

The Mistake: Tiers are set up but automation is disabled. Customers never upgrade.

The Fix:

  1. Go to Settings → Tier Automation

  2. Toggle Enable Automatic Tier Recalculation ON

  3. Set frequency (Weekly recommended)

  4. Save

❌ Wrong Evaluation Period

The Mistake: Using "Annual" when you want spending to accumulate forever, or vice versa.

The Fix: Understand the difference:

Setting
Behavior
Best For

Annual

Resets each year

Most stores

Lifetime

Never resets

Relationship-focused brands

Cashback Mistakes

❌ Unsustainable Rates

The Mistake: Setting 15% cashback when your profit margin is 20%.

The Fix: Calculate sustainable rates:

  • Maximum cashback should be < 50% of profit margin

  • Example: 40% margin → max 15-20% cashback at top tier

❌ Not Testing Calculations

The Mistake: Going live without placing a test order.

The Fix: Always test before launch:

  1. Place a real order (low-cost item)

  2. Complete payment

  3. Verify cashback appears

  4. Check customer balance updated

❌ Excluding Everything

The Mistake: Excluding so many products that customers rarely earn cashback.

The Fix: Be selective with exclusions:

  • ✅ Gift cards (recommended)

  • ✅ Donations

  • ⚠️ Sale items (consider carefully)

  • ❌ Too many collections

Widget Mistakes

❌ Not Enabling the App Embed

The Mistake: Widget settings configured but app embed not enabled in theme.

The Fix:

  1. Go to Shopify Admin → Online Store → Themes

  2. Click Customize on active theme

  3. Click App embeds (left sidebar, bottom)

  4. Toggle RewardsPro widget ON

  5. Save

❌ Not Testing Mobile

The Mistake: Widget looks good on desktop but broken on mobile.

The Fix: Always test on:

  • Desktop browser

  • Mobile phone

  • Tablet (if relevant)

❌ Conflicting Positions

The Mistake: Widget positioned where it overlaps with chat widget or other elements.

The Fix: Check for conflicts:

  • Chat widgets (Tidio, Intercom, etc.)

  • Cookie banners

  • Announcement bars

  • Sticky add-to-cart buttons

Move RewardsPro to opposite corner if needed.

Communication Mistakes

❌ Not Announcing the Program

The Mistake: Launching silently. Customers don't know the program exists.

The Fix: Communicate through multiple channels:

  • Email to existing customers

  • Website banner/popup

  • Social media announcement

  • Order confirmation mention

❌ Overpromising

The Mistake: Marketing says "Earn up to 20% back!" when top tier is actually 10%.

The Fix: Be accurate in all communications. Disappointment hurts more than modest promises.

❌ Confusing Terms

The Mistake: Using "points," "credits," and "cashback" interchangeably.

The Fix: Pick one term and use it consistently:

  • "Store credit" - most clear

  • "Cashback" - familiar to customers

  • "Rewards" - generic but works

Monitoring Mistakes

❌ Set and Forget

The Mistake: Setting up the program and never checking on it.

The Fix: Monitor regularly:

  • Week 1: Daily checks

  • Month 1: Weekly reviews

  • Ongoing: Monthly analytics review

❌ Ignoring Errors

The Mistake: Dismissing sync errors or processing failures.

The Fix: Check for issues:

  1. Review Discrepancies after syncs

  2. Monitor order processing success rate

  3. Investigate customer complaints promptly

Quick Fixes Checklist

If something's wrong, check these first:

Customers Not Getting Cashback

Tiers Not Updating

Widget Not Showing

Data Looks Wrong

Still Stuck?

If you've checked everything and still have issues:

  1. Email Support: [email protected]

  2. Include Details:

    • Your store URL

    • What you expected to happen

    • What actually happened

    • Screenshots if possible

Most issues are solved by the fixes above. Check each item before contacting support.

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