What You Will Learn in This Guide
Find answers to commonly asked questions about StoreHub Membership.
Membership Overview
1. Which countries is this feature available?
To subscribe to Membership, go to the Membership Settings page. Click "Subscribe Now," enter your details, and we'll reach out with the next steps.
2. How do I subscribe to Membership?
You can subscribe to Membership by contacting going to the Membership page in BackOffice, and fill up the form. Once the form is filled up, a Hubber will reach out to you within 3 business days.
3. How do I set up a Membership program?
You can set up your Membership program through the Membership Settings page. Refer to this article for more information.
Webstore is currently not supported.
4. Can my Membership program work for multiple locations?
If your business has multiple locations, your Membership program will work across all of them.
5. What does each setting mean?
Tiers
You can create tiers to provide different benefits based on a member's progress within your program. Customers start in your base tier called 'Member', which is your core loyalty program, and move up tiers as they shop and earn points with your business. For example, you can set up silver, gold, and platinum tiers and offer benefits such as higher points-earning rate, cashback, and discounts.
Points-earning Ratio
You can set the points earned by your customers based on the total amount spent. For example, 10 points for every RM1 spent on a purchase.
Setting Up Points Rewards
You can set up rewards that your Members can spend with points:
Discount on the Entire Sale: Set a fixed percentage off or amount off for the entire order.
Discount on an Item or Category: Set a fixed percentage off or amount off on specific items. For example, 20% off all coffee. You can also let them redeem a free item by setting a 100% off on a specific item. For example, a free latte.
You can set the points required for each reward. For example, a Member can spend 500 points to redeem a free latte at your store.
Refer to this article to learn how to set rewards.
5. How does StoreHub automatically upgrade or downgrade Members?
Here's how the system manages upgrades and downgrades of membership tiers:
1. Tier Validity:
Tier 1: Valid for all members throughout their membership.
Tiers 2 and above: Have a 6-month validity period.
2. Tier Upgrades:
When a member makes a transaction, their total points are evaluated.
At the start of the next day, if the member’s points meet the threshold of a higher tier, they are automatically upgraded.
3. Tier Downgrades:
Downgrades are evaluated at the end of every 6-month period, in an event called a Tier Review.
During this review, members in Tier 2 and above are checked for their spending against the minimum required points.
If they do not meet the threshold, they are downgraded to the tier corresponding to their total spending.
4. Tier Review Timing:
Regardless of the day of the month a member joins, all members who join in the same month are part of the same cohort.
This means the entire cohort will undergo a Tier Review on the 1st day of the 7th month. For example, if you join on January 15, your first review will be on August 1.
5. Upgrade Timing:
Members are upgraded the next day after reaching the points threshold of a higher tier.
6. Downgrade Timing:
Every 6 months, members will be downgraded if they have not met the points threshold of their current tier.
Enroll Customers
1. How do I enroll a customer into my Membership program?
Enrolling customers in your Membership program is simple and can be done through various methods:
Physical Receipt QR Codes:
When your Membership program is active, physical receipts will automatically include a QR code. Customers can scan this QR code to claim points from their order and become members.
Customer-Facing Display:
Customers can scan the QR code displayed on the customer-facing screen if you have a dual-screen POS.
Completing an Online Order on QR Order and Pay or Beep Delivery: Customers who place an order online will automatically be enrolled into your Membership program.
2. Can a customer enroll for Membership when making a purchase via my Webstore?
Webstore purchases are not included in the Membership program at this time.
3. How can customers enroll in Membership after a sale?
If your customers were not added to the order during checkout at your POS, they will still be able to scan the QR code on your physical receipt and claim their points.
4. How do I automatically display a QR code on my Customer-facing Display to sign up for my Membership program during checkout?
1. In your POS Register, go to Settings
2. Under the General page, toggle on QR Display for Loyalty Redemption
3. Now, whenever you have an open order, a QR code will be displayed on your Customer-facing Display.
If you don't have a Customer-facing display, it will be displayed when you click on "Add Customer" during an open order.
Earn and Redeem Points
1. How does a Member earn points?
The amount used to assess whether a Member earns a point is based on the total payable amount of order.
Example 1: If the merchant has set the ratio as RM1 = 10 points
The total order amount is RM9.80
RM9.80 is treated as RM9, ignoring the cents.
Then, StoreHub calculates the points: RM9 x 10 points = 90 points.
Example 2: If the merchant has set the ratio as RM1 = 2 points,
The total order amount is RM2.50
RM2.50 is treated as RM2, ignoring the cents.
Then, StoreHub calculates the points: RM2 x 2 points = 4 points.
2. How do I redeem a reward that my customer has earned?
To redeem a reward:
1. In the POS Register, you can either
Ask the customer to scan your Loyalty QR on your POS Register
Add the customer from your customer list
2. Once the customer has been added to the order, the system automatically checks if there are redeemable rewards. If there are available rewards, it will pop-up on your POS screen.
3. Select rewards to apply them to the cart.
Your customer’s reward will be applied to the current sale, and you can finish the transaction as you normally would.
3. Can a Member redeem rewards through an online purchase?
Members can redeem or earn rewards for transactions completed through Beep Delivery or QR Order and Pay. Webstore is not supported at this time. When completing a transaction on those channels, the buyer must be logged in to apply any rewards to their transaction.
4. Which points will Members redeem first?
When Members redeem their loyalty points, they will always use the points that will expire the soonest.
5. When will points expire?
By default, points will expire 6 months from the time of earning.
Points earned on 1 January 2025 will expire on 00:00:00, 2 July 2025
Points earned on 31 January 2025 will expire on 00:00:00, 1 August 2025
Points earned on 5 February 2025 will expire on 00:00:00, 6 August 2025
6. How can I see a customer’s points balance?
You view when a customer’s points balance from the BackOffice and from your POS Register.
In your online BackOffice:
Go to your Customer page and select a customer.
Under Loyalty in the customer’s profile, you can see the Points balance
From the POS Register:
When the customer has been added to the order, tap on the expand button next to the customer's name.
On the Customer Profile page, you can see the Points balance.
Refer to this article for more information.
8. Can I manually adjust a customer’s points?
To edit a customer’s points balance, locate their customer profile on the BackOffice and assign the correct number of points.
Go to your Customer page and select a customer.
Under Loyalty in the customer’s profile, you can see the Points balance
Click on the Edit icon next to the points balance and adjust points using the Add, Deduct or Set options.
Click Confirm.
Refer to this article for more information.
9. Does StoreHub automatically keep track of customers’ points?
StoreHub Membership keeps track of your customers’ tier status, including their loyalty points, rewards earned, redemptions, and more.
10. Do my customers earn points when my POS Register does not have internet connection?
If you are in offline mode, you will not be able to add a Customer to the order. If you’d like to add points to a customer, you can do that by looking up the customer manually after the sale and adjusting their points in the BackOffice.
Customers and Refunds
1. Can I edit the phone number associated with my customer?
You can update or correct a customer’s phone number from the BackOffice.
To do so:
Go to Customers page in your BackOffice
Search and select the customer in question.
Click Edit to edit their phone number
Save changes.
Refer to this article for more information.
2. How do customers check their Membership status?
Once your customer has enrolled in your Membership program, they can scan the QR code on their receipt for more information about their Membership status, including available rewards and historical activities like points earned and redeemed.
3. Do refunds adjust a customer's points balance?
Yes. See how points will be removed automatically based on the refund type below:
Full Refund | Partial Item Refund |
All points will be removed. | Points will be removed proportional to the amount refunded. |
Reporting and Employee Access
1. Can I view reporting for my Membership program?
You’re able to view a report of your program in your Membership Insights page in the BackOffice.
2. Can my team change my Membership program settings?
You are able to assign your team members permissions, such as managing customer data, and configuring your Membership program settings.
Loyalty Report: Viewing loyalty report, program performance, and customer engagement metrics.
Program Management: Viewing and editing Loyalty program settings and setting up Loyalty promotions.
Customers List: Viewing and editing Loyalty customers’ account information. Note: This permission requires the “View, edit, create, and delete customer directory data” permission from the Customers permission group to be enabled.
To enable permissions for your team members:
Go to Employees in your BackOffice
Click on the specific employee
Select the permissions you would like to assign to the employee.
Click Save.
3. How much does it cost to use StoreHub Membership?
StoreHub Membership subscription cost is based on your number of stores.