Loyalty FAQ

We’ve created a detailed Loyalty Best Practices guide here with setup tips, case studies, and proven strategies to help you optimize your loyalty program.

When you remove a reward from a tier, existing subscribers who already earned that reward will keep it in their upcoming orders.

Tier syncs update which rewards are available going forward and which subscribers qualify for them, but they don't retroactively remove rewards already applied to individual subscriptions.

If you need to remove already-applied rewards from existing subscriptions, you'll need to run a bulk operation. Skio automatically triggers tier syncs when needed (when you hit save on changes), but these syncs don't affect rewards already queued for customers.

Yes! Skio Loyalty supports exclusive content by tier. Learn how to set this up in our Tier-based Content guide here.

They can enter their birthday in the Profile section of the customer portal, even without a subscription.

Birthdays are evaluated once per day. If a customer enters their birthday on the same day it occurs, there’s a chance it may be missed. To ensure they’re rewarded, we recommend entering the date at least one day in advance.

Each customer can only receive the birthday reward once per year, ensuring the reward can't be claimed multiple times.

You can configure tier rewards based on when a customer reaches or progresses within a tier:

• Upon entering a tier: Triggers once, immediately after a customer qualifies.

• On every order after joining a tier: Begins with the next order after entry (e.g., if the customer qualifies on order 2, the reward applies to order 3+).

• On a specific order within the tier: Set a specific order number within the tier (e.g., apply a reward on the second order after joining Gold).

Not at this time. Skio currently supports a straightforward point-to-credit conversion system.

Customers can accrue Loyalty Credits and points through Shopify POS, but they won’t be able to redeem them.

Currently, the credit does not automatically return to the customer's account. You'll need to manually remove the credit from the canceled subscription to credit it back to the customer.

If your store has credit expiration enabled, manually added credits might not apply unless you select the “Never expire these credits” toggle when adding them from the Skio Dashboard.

When this toggle is off, the credits follow your store’s expiration rules. If the next charge falls outside that window, the credits won't apply.

To ensure credits apply immediately and don’t expire, toggle on “Never expire these credits” when issuing them.

Redeemable products only appear if a customer has available credits. If the customer has no loyalty balance or a negative balance, the option to redeem products won’t show. Once they earn credits, the section will appear automatically.

Yes, our team can help with credit migrations from other loyalty programs. Contact sales@skio.com to confirm eligibility.

Yes, Skio Loyalty supports custom flows for reviews, newsletter signups, and more. Learn more in our Loyalty and Shopify Flow guide here.

See our setup guide for Rewards landing pages here.

Customers without a subscription can generate a discount code from the customer portal and apply it at checkout.

No, rewards set to “every order” begin after the customer qualifies. The order that qualifies them does not count.

Currently, the credit is not returned automatically. You’ll need to manually remove the redemption to reissue it.

Yes. When credits are converted into a discount code, it reflects the storefront’s currency. Shopify handles any currency conversions after that.

No, referral discounts aren’t applied automatically. The earned discount code appears in the Memberships > Reward history section of the customer’s profile, where it can be manually applied.

Yes, you can adjust this in your Customer Portal > Portal Settings. Enable the Show referral card above one-time carousel toggle to move the Refer a Friend widget higher on the page.

Referral codes can’t be sent and received in the same browser session. To test successfully, open the referral link in a different browser or an incognito/private window.

Yes, referral discounts can be used on:

• Recurring subscriptions

• First-time subscription orders

• One-time purchases

Customers can either use the referral link or manually apply the discount code.

Yes, you can define a minimum purchase amount in your referral settings within the Skio Dashboard. See our guide on how to set up Referrals here.

Yes, creating an account will automatically generate a referral code for them.

No, referrals are included with Skio Loyalty at no additional charge.

• For Shopify Plus: The checkout validates the referral code against the customer’s email and shipping address. The email must not match the referrer’s or belong to a past purchaser.

• For all merchants:                        

  • Skio blocks referral links used in the same browser session.

  • Skio also prevents links from being used by customers who are already logged in.

Use the Show loyalty program toggle in Customer Portal > Portal Settings > Loyalty settings to manage visibility. When enabled, customers will see their available credits and loyalty details. Turn it off to hide this information.

Yes, Skio offers a variety of Klaviyo events, variables, and prebuilt flows. Learn more in our Integrating Skio Loyalty with Klaviyo guide here.

Yes, you can enhance your Shopify Flow automations by integrating Loyalty actions directly into workflows. See our Loyalty and Shopify Flow guide here.

Yes, you can use custom CSS to style the loyalty page. All components have class names for easy targeting.

No, each sync is handled independently and won’t interfere with others.

Yes, you can specify which customers can access your program in Tiers and Rewards, Credits, and Referrals under Global settings. Add each customer email on a separate line to limit access.

Birthdate data is collected from the /account/profile page when customers enter their information.

In the Skio Dashboard, go to Customer Portal > Portal Settings > Loyalty theme colors to customize the appearance of loyalty components.

Yes, use the Translations tool in the admin to localize all loyalty-related text.