Who Is This For?
StoreHub merchants on the Advanced Plan (or higher) who want to enroll customers into their Membership program, review customer points and details, edit membership information, and understand how customers access their own membership.
Overview
This article covers everything you need to manage your membership customers day to day.
It explains the different ways customers can enroll in your Membership program, how customers claim and redeem cashback (both in-store and on the Online Store), how to review and edit customer points and details in BackOffice and on the POS Register, and how customers can view their own membership status through the Beep App and web.
It also explains how points earning, tiers, and rewards work at a high level so you can answer customer questions confidently.
Before You Begin
You must be on the Advanced Plan or higher.
Access to BackOffice.
Membership must be enabled and set to live. See this article to learn more.
At least one tier and one reward must be set up. See this article to learn more.
Sign-up links and QR codes must be generated. See this article to learn more.
Step-by-Step Guide
Ways to Enroll Customers
There are several ways for customers to join your Membership program. You do not need to enroll them manually. Customers sign up themselves through any of the methods below.
1. Scan the QR Code on the Customer-Facing Display
Customers scan the QR code shown on your Customer-Facing Display at checkout.
In Malaysia: If the customer has the Beep App or Touch 'n Go eWallet App installed, the app will open for sign-up. If they do not have either app, a sign-up page will open in their phone's browser automatically.
In the Philippines and Thailand: Customers scan the QR code using any QR scanner and their mobile browser.
2. Scan the QR Code on a Receipt
Customers scan the unique QR code printed on their receipt using:
The Beep App
Any QR scanner and their mobile browser
The Touch 'n Go eWallet App (Malaysia only)
3. Scan a QR Code Displayed in Your Store
Use the QR codes generated in BackOffice under 'Membership Settings', then 'Membership Links & QR Codes. Print and place them where customers can easily see them:
Near the cashier or pick-up counter
On table tents, standees, or wall signage
On menu holders or promotional buntings
You can use either the generic QR code (for general use) or store-specific QR codes (to track sign-ups by location). See this article to learn how to generate and download them.
Note:
You do not need a third-party QR generator. Your QR codes are already provided and ready to download from BackOffice.
4. Visit Your Unique Membership URL
Share your membership sign-up link on social media, your website, email newsletters, or Google Business page. The link format is:
https://yourBackOfficeName.beepit.com/member
Example:
If your BackOffice name is storehubcafe, your link is:
5. Order via the Beep App or Beep QR Order and Pay
When a customer places an order online through the Beep App (delivery or self pick-up) and completes payment, they automatically join your Membership program.
If you use QR Order & Pay in your store, customers also automatically join upon successful payment.
Notes:
For QR Order & Pay and Beep App orders, enrollment is automatic upon payment. The customer does not need to take any extra steps.
Webstore purchases are not included in the Membership program at this time. Customers cannot enroll through your webstore.
If a customer is not added to the order during checkout at your POS, they can still scan the QR code on the physical receipt to claim their points and become a member.
How Customers Claim and Redeem Cashback
This section explains the customer experience when earning and using cashback, so you and your staff know what to expect.
Claiming Cashback (In-Store)
1. After making a purchase, the customer receives a receipt with a QR code at the bottom.
2. The customer scans the QR code using their phone camera.
3. The customer enters their mobile phone number to sign up and claim their cashback.
4. The cashback is credited to their Beep account immediately and can be used on their next visit.
Redeeming Cashback at the POS Register
1. At the Register, the cashier enters the customer's phone number to retrieve their cashback balance.
Note:
If you have 'QR Display for Loyalty Redemption' enabled (available in Malaysia only), the customer can scan the QR code on your Register screen instead of the cashier entering their phone number. See this article for setup instructions.
2. The cashier taps the 'Beep Cashback' section in the order cart, just above the order total.
3. Toggle on 'Use Cashback'. All of the customer's available cashback will be applied once payment is made.
4. Complete the transaction as usual.
Cashback on Online Store Purchases
1. On your Online Store, the customer logs in by entering their phone number.
Note:
Customers can still place an order without logging in (guest checkout). The Beep App will prompt them to verify their phone number after the order is placed to collect cashback.
2. During checkout, any available cashback is applied as a discount automatically. New cashback is earned after the transaction is paid.
Notes:
In the Philippines and Thailand, where offline payment is supported during checkout, cashback will only be deducted or earned when the transaction is updated to 'Paid'.
Online Store customer records are synced with your BackOffice. You can see customers' purchase histories across online and offline channels.
Only Cashback is supported for online and QR-originated orders. Store Credit redemption is only supported for direct POS-created orders.
Review Customer Points and Details in BackOffice
You can view and manage any customer's membership information from BackOffice.
1. In your BackOffice, click 'Customers'.
2. Search for the customer by name or phone number, then click on their profile.
3. On the customer profile page, you can view their membership details including:
Membership tier
Points balance
Cashback balance
Contact information
4. To view the customer's points history, click the 'Points' tab.
Edit Customer Membership Points in BackOffice
You can manually adjust a customer's points balance from their profile in BackOffice.
1. On the customer profile page, click the pencil icon in the 'Points Balance' section.
2. Choose the adjustment type:
Add: increase points in the customer's profile
Deduct: decrease points from the customer's profile
Set As: set the total points to a specific number
3. Enter the number of points and click 'Save'.
Note:
Manually adjusting points in BackOffice will automatically upgrade the customer to the next tier the following day if they now meet the threshold.
Edit Customer Details in BackOffice
You can update a customer's phone number, date of birth, and other details from BackOffice.
1. In your BackOffice, go to 'Customers'.
2. Search for and select the customer.
3. Click the 'Edit' icon to update their phone number, date of birth, or other details.
4. Click 'Save'.
Notes:
Updating a customer's date of birth in BackOffice does not update their Beep App profile. The BackOffice profile and the Beep profile operate independently.
If you change a customer's date of birth, birthday rewards follow the BackOffice date. Only one birthday reward is issued per calendar year, changing the date will not trigger a second reward in the same year. See this article for full birthday reward rules.
Review Customer Details on the POS Register
You can also view a customer's membership information directly from the POS Register during a transaction.
1. On the POS Register, add a customer to the order.
2. Tap the expand option next to the customer's name.
3. View the customer's membership tier and points balance.
Note:
Editing customer points and details is only available in BackOffice. The POS Register provides a view-only summary of the customer's membership information.
Apply Membership Promotions and Rewards on the POS Register
When a member is added to an order on the POS Register, promotions and rewards are handled differently depending on whether they come from the customer's tier or from the rewards section.
Tier Promotions (Automatic)
Promotions linked to a customer's tier are applied automatically to the transaction. You do not need to select them. They take effect as soon as the member is added to the order.
1. On the POS Register, add the customer to the order by either:
Asking the customer to scan your Loyalty QR on the POS Register, or
Adding the customer from your customer list
2. The tier promotion is applied automatically. Complete the transaction as usual.
Rewards (Manual Selection)
Rewards from the rewards section (New Member Rewards, Birthday Rewards, Points Shop Rewards) give you a list of options to choose from. You select which rewards to apply to the transaction.
1. Once the customer is added to the order, the system checks for redeemable rewards. If there are available rewards, they will pop up on the POS screen.
2. Select the rewards you want to apply to this transaction.
3. Complete the transaction as usual.
Notes:
Members can also redeem rewards through Beep Delivery and QR Order & Pay. The customer must be logged in to apply rewards to their transaction.
Store Credit redemption is not supported for QR-originated orders, including Pay at Counter QR orders settled at POS.
Webstore purchases are not included in the Membership program at this time.
How Refunds Affect Membership Points
When you process a refund, the customer's points are adjusted automatically.
Refund Type | What Happens to Points |
Full refund | All points earned from that order are removed. |
Partial item refund | Points are removed proportional to the amount refunded. |
Note:
You do not need to manually deduct points after a refund. StoreHub handles this automatically.
How Customers View Their Own Membership
Customers can check their membership status, points, cashback, and rewards on their own. You do not need to look it up for them.
Via the Beep App
1. The customer opens the Beep App.
2. The customer taps on the 'Rewards' section.
3. The customer taps the 'Membership' tab, then taps on your store to view their membership details.
Via the Merchant-Specific Web Page
Customers can also check their membership through a web browser without the Beep App.
1. Direct the customer to your membership URL:
yourBackOfficeName.beepit.com/member
Example:
Replace 'yourBackOfficeName' with your merchant account name.
If your merchant account name is StoreHub Cafe, the URL will be storehubcafe.beepit.com/member.
2. The customer logs in using their phone number and OTP (one-time password).
3. The customer can view their:
Points balance
Current tier status
Available rewards
Transaction history with your store
Note:
If the customer is not yet a member, they can sign up through this same link.
Via the Multi-Merchant Membership Page
Customers who are members of multiple StoreHub merchants can view all their memberships in one place.
1. Direct the customer to: beepit.com/user/memberships
2. The customer logs in using their phone number and OTP.
3. The customer sees a list of all merchants where they have active memberships.
Important Notes on Points, Tiers, and Rewards
By default, points expire 6 months from the time they are earned. When a customer redeems points, the points closest to expiring are used first.
If your POS Register is in offline mode, you cannot add a customer to the order. If you want to add points for an offline transaction, manually adjust the customer's points in BackOffice afterwards.
Webstore purchases are not included in the Membership program at this time. Customers cannot earn or redeem points through your webstore.
For full details on how points, tiers, and rewards are configured, see this article.
Delete a Customer from Membership
1. In your BackOffice, go to 'Customers'.
2. Search for the customer by name or phone number, then click on their profile.
3. Click 'Edit' to open the customer profile in edit mode.
4. Scroll down to the bottom of the page and click 'Delete'.
5. Confirm the deletion when prompted.
Note:
Deleting a customer will remove them from your Membership program. Their points, rewards, and membership history may be permanently lost. Make sure you want to proceed before confirming.
Troubleshooting
Issue | Solution |
Customers cannot find your store on their membership list | Your Membership program must be set to 'Live' in BackOffice. If it is 'Suspended' or 'Not Live', your store is hidden from all customers. |
Customer scanned the QR code but was not enrolled | Make sure your Membership program is live. If the program is paused or not yet launched, customers will see an error page. See here. |
Customer's points did not update after a transaction | Points and tier progress are updated by midnight. Ask the customer to check again the next day. |
Manually adjusted points but tier did not change | Tier upgrades from manual adjustments take effect the following day. |
Customers cannot see their points on the Beep App | Make sure the customer is looking in the 'Rewards' section, then the 'Membership' tab. They should also tap on your store name to see details. |
Customer says they joined but I cannot find them in BackOffice | Search by phone number (not name) in the 'Customers' section. The customer may have used a different name or spelling. |
Customer's membership URL does not work | Check that the URL format is correct: |
POS is offline and I cannot add a customer to the order | In offline mode, you cannot add customers to orders. After reconnecting, manually adjust the customer's points in BackOffice. |
Customer made a purchase on the webstore but did not earn points | Webstore purchases are not included in the Membership program at this time. |
Refund was processed but customer still has points | Points are adjusted automatically on refund. If the points have not been updated, check again the next day or contact StoreHub Support. |
Customer scans the QR code on their receipt but cashback is not credited | Make sure the customer enters their phone number in international format (e.g. +60123456789).
If the number does not follow this format, a new customer profile may be created instead of linking to the existing one. |
Cashback balance not showing when cashier enters the customer's phone number | Verify that the phone number entered matches the one used during sign-up. The number must be in international format. |
Store Credit balance disappeared after enabling Cashback | Store Credits are automatically converted to Cashback at a 1:1 ratio when you enable Beep Cashback. The balance is not lost, it has been converted. |
Cashback not working on Online Store | Only Cashback is supported on the Online Store; Store Credit is not. Ensure the customer is logged in with their phone number.
For PH and TH merchants using offline payment, cashback is only applied when the transaction status is updated to 'Paid'. |
Customer has duplicate profiles in BackOffice | This happens when a customer uses different phone number formats (e.g. 0123456789 vs +60123456789).
A future update will allow merging duplicates. For now, ask customers to use the same phone number each time. |
FAQs
1. What are the different ways a customer can join my Membership program?
Customers can join by scanning the QR code on your Customer-Facing Display, receipt, or in-store signage; visiting your membership URL; or ordering through the Beep App or QR Order & Pay (enrollment is automatic upon payment).
2. Do I need to enroll customers manually?
No. Customers sign up themselves through any of the enrollment methods above. You do not need to enter their details manually.
3. Can I manually adjust a customer's points?
Yes. Go to 'Customers' in BackOffice, open the customer's profile, click the pencil icon in the Points Balance section, and choose Add, Deduct, or Set As. Then click 'Save'.
4. Will a customer's tier change immediately after I adjust their points?
No. Tier upgrades from manual adjustments take effect the following day.
5. How are points calculated?
Points are based on the earning ratio you set (e.g., RM1 = 10 points). StoreHub rounds the order total down to the nearest whole ringgit before calculating. For example, an order of RM9.80 at a ratio of RM1 = 10 points earns 90 points.
6. Can customers check their own membership without my help?
Yes. Customers can view their membership status, points, rewards, and history through the Beep App (under Rewards, then Membership) or by visiting your membership URL in a browser.
7. What if a customer is a member at multiple StoreHub merchants?
They can view all their active memberships in one place at beepit.com/user/memberships.
8. Why does my store not appear on a customer's membership list?
Your Membership program must be set to 'Live' in BackOffice. If it is paused, suspended, or not yet launched, your store will not appear on any customer's membership list.
9. Can I view customer membership details on the POS Register?
Yes. Add the customer to an order, then tap the expand option to see their membership tier and points balance. Editing is only available in BackOffice.
10. What happens when a customer orders through the Beep App or QR Order & Pay?
They are automatically enrolled in your Membership program upon successful payment. No extra steps are needed from the customer or from you.
11. Can a customer enroll for Membership through my webstore?
No. Webstore purchases are not included in the Membership program at this time.
12. Can a customer still earn points if they were not added to the order during checkout?
Yes. They can scan the QR code on their physical receipt to claim their points and become a member.
13. What happens to a customer's points when I process a refund?
For a full refund, all points earned from that order are removed. For a partial item refund, points are removed proportional to the amount refunded. This is handled automatically.
14. Can I edit a customer's phone number or date of birth?
Yes. Go to 'Customers' in BackOffice, select the customer, click 'Edit', update the details, and click 'Save'. Note that updating the date of birth in BackOffice does not update the customer's Beep App profile. The two profiles operate independently.
15. Do customers earn points when the POS is offline?
No. In offline mode, you cannot add a customer to the order. You can manually adjust their points in BackOffice after you reconnect.
16. Can members redeem rewards through online orders?
Yes, through Beep Delivery and QR Order & Pay. The customer must be logged in to apply rewards. Webstore is not supported at this time.
17. Which points are used first when a customer redeems?
The points closest to expiring are always used first.
18. Can customers use Store Credit for QR Order & Pay, including Pay at Counter?
No. Store Credit is not supported for QR-originated orders, even if payment is completed at the POS counter.
19. Does StoreHub automatically track customer points?
Yes. StoreHub Membership automatically tracks tier status, points earned, rewards, redemptions, and more.
20. What is the difference between tier promotions and rewards on the POS Register?
Tier promotions are applied automatically when a member is added to the order. You cannot choose to remove them. Rewards (New Member, Birthday, Points Shop) pop up as a list and you select which ones to apply to the transaction.
21. Why did an existing member not receive the New Member Reward?
Only customers who join after the New Member Reward is activated are considered "new members". Members added before activation are treated as existing members and will not receive it.
22. How does a customer claim cashback after an in-store purchase?
The customer scans the QR code at the bottom of their receipt using their phone camera, then enters their phone number. Cashback is credited to their Beep account immediately.
23. How does a cashier redeem cashback for a customer at POS?
The cashier enters the customer's phone number at the Register to retrieve their cashback balance, then taps the 'Beep Cashback' section in the order cart and toggles on 'Use Cashback'. The cashback is applied when payment is completed.
24. Can I run Store Credits and Beep Cashback at the same time?
No. Store Credits and Beep Cashback use the same system. When you enable Cashback, all existing Store Credits are automatically converted to Cashback at a 1:1 ratio.
25. How can my customers check their cashback balance?
Customers can rescan the QR code on their receipt to view their balance, or check in the Beep App under Rewards, then Membership.
26. Does cashback work across online and offline channels?
Yes. Customer records are synced between your Online Store and BackOffice. You can see purchase histories across both channels. However, only Cashback is supported for online orders, Store Credit is not.
27. What happens if a customer places an online order as a guest?
The customer can still place an order without logging in. The Beep App will prompt them to verify their phone number after the order is placed to collect cashback.
28. Will existing customer profiles sync with cashback, or will it create new profiles?
Customer profiles use mobile phone numbers as a unique identifier. If your existing customer records contain numbers in international format (e.g. +60123456789), cashback will link to the existing profile. If the number is in a local format (e.g. 0123456789) or missing, a new profile will be created.
Need Help?
Contact StoreHub Support via live chat in your StoreHub app or email [email protected].
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