Who Is This For?
StoreHub merchants on the Advanced Plan (or higher) who want to configure membership tiers, set point and cashback rules, add tier benefits and promotions, and create rewards for new members, birthdays, and the points shop.
Overview
This article covers everything you need to set up your membership tiers and rewards in BackOffice. You will learn how to enable and disable Beep Cashback, configure the four membership tiers (points earned, cashback rates, benefits, promotions, price books, and upgrade rewards), and how to create the three types of customer rewards (New Member, Birthday, and Points Shop). It also explains how to edit and remove each of these settings.
Complete these steps before going live with your Membership program. See this article for the full go-live process.
Before You Begin
You must be on the Advanced Plan or higher.
Access to BackOffice.
Membership must be enabled in BackOffice.
To assign promotions to tiers or rewards, you must create the promotions first. Only these two promotion types are supported:
Take percentage-off promotion
Take amount-off promotion
To assign a Price Book to a tier, you must create the Price Book first.
Step-by-Step Guide
Understand the Four Membership Tiers
Every customer starts at Tier 1 and earns points as they spend. Once they reach the point threshold you set, they move up to the next tier. Each tier unlocks better rewards and perks.
Tier | Default Name | Description |
1 | Member | Entry-level tier. Customers start collecting points and access basic rewards. |
2 | Silver | Unlocks extra perks and exclusive promotions. |
3 | Gold | Priority treatment with premium rewards and offers. |
4 | Platinum | Top tier with the best access, perks, and recognition. |
Notes:
Tier names are set by default and cannot be changed.
Each tier has two built-in benefits:
Points earned per RM1 spent
Cashback percentage.
You can adjust the values but the benefit types are fixed.
Set Up Points for Each Tier
Points control how customers progress through tiers. You decide how many points are needed to level up and how many points customers earn per RM1 spent.
1. In your BackOffice, go to 'Membership', then click 'Membership Settings'.
2. Click 'Edit' in the 'Tier' section.
3. Set the number of points customers need to earn to move up to each tier.
4. Set how many points customers earn for every RM1 they spend at each tier.
Note:
Make sure the point threshold and earn rate for each tier is higher than the tier before it.
How Tier Upgrades and Downgrades Work
StoreHub automatically manages tier upgrades and downgrades based on points earned. You do not need to move customers between tiers manually.
Tier Validity
Tier 1 (Member) is valid throughout the customer's membership.
Tiers 2, 3, and 4 have a 6-month validity period.
Upgrades
When a customer makes a transaction, their total points are evaluated.
At the start of the next day, if the customer's points meet the threshold of a higher tier, they are automatically upgraded.
Upgrades typically take effect the next day, but may take up to 24–48 hours to appear in the system.
Note:
Redeemed points do not reduce the total used for upgrade calculations. For example, if a customer earned 13,000 points and redeemed 2,000, the upgrade calculation still uses the full 13,000 points earned.
Downgrades
Downgrades are evaluated at the end of every 6-month period in a Tier Review.
During the review, members in Tier 2 and above are checked against the minimum required points for their current tier.
If they do not meet the threshold, they are downgraded to the tier that matches their actual spending.
Tier Review Timing
All members who join in the same month belong to the same cohort.
The entire cohort undergoes a Tier Review on the 1st day of the 7th month after joining.
For example, if a customer joins on 15 January, their first Tier Review is on 1 August.
Event | When It Happens |
Tier upgrade | Next day, after reaching the points threshold (up to 24–48 hours) |
Tier downgrade | 1st day of the 7th month after joining (every 6 months thereafter) |
Tier 1 validity | Permanent, no downgrade from Tier 1 |
Tiers 2–4 validity | 6 months per review cycle |
Configure Points Settings
You can limit how many times a customer can earn points in a day and set when points expire.
1. Under Membership, go to 'Points Settings'.
2. Choose how many times a customer can earn points per day, or set it to unlimited.
3. Set the expiration period for points.
Notes:
The default expiration period is 6 months from the time points are earned.
When customers redeem points, the points closest to expiring are used first.
4. Click 'Save'.
Enable Beep Cashback
Before you can configure cashback settings, Beep Cashback must be enabled on your account.
Note:
Store Credit and Beep Cashback cannot run at the same time. If you currently use Store Credits, enabling Cashback will convert all existing store credits to cashback at a 1:1 ratio.
1. In your BackOffice, go to 'Settings'.
2. On the 'Account Settings' page, scroll down to the 'Danger Zone' section.
3. Locate 'Enable Beep Cashback' and click 'Enable'.
4. A pop-up will appear asking you to confirm. Type the word CASHBACK, then click 'Enable'.
Note:
Once enabled, your customers can start earning cashback immediately. Make sure your cashback settings are configured before you start serving customers.
Configure Cashback Settings
Alongside points, customers can earn cashback to use on their next visit. You control the cashback rate at each tier.
Note:
Each tier's cashback amount must be equal to or higher than the tier before it.
1. Under Membership, go to 'Cashback Settings'.
2. Enter the cashback percentage you want to offer for each tier. The minimum is 1%. The default is 5%.
3. Choose how many times a customer can earn cashback per day, or set it to unlimited.
Note:
We recommend allowing 1–2 claims per day to prevent misuse by cashiers or store staff. You can also request StoreHub Support to disable cashback earning via POS only, without turning off the entire program.
4. Set the expiration period for cashback.
Notes:
Once you set an expiry period, you cannot remove expiration dates from future cashback. You can change the duration at any time, but customers will only see the new duration the next time they make a purchase.
Customers can extend their cashback validity by making a new transaction before the expiry date. For example, if you set a 3-month expiry and a customer purchases again within that period, their cashback expiry resets to 3 months from the new purchase date.
We recommend using this feature alongside a StoreHub Engage campaign to send reminder notifications to customers with expiring cashback.
5. Click 'Save'.
Disable Beep Cashback
If you need to pause your cashback program, you can disable it in BackOffice.
1. In your BackOffice, go to 'Settings'.
2. On the 'Account Settings' page, scroll down to the 'Danger Zone' section.
3. Locate 'Disable Beep Cashback' and click 'Disable'.
4. A pop-up will appear asking you to confirm. Type the word DISABLE, then click 'Disable'.
Note:
What happens to existing customer cashback balances when Beep Cashback is disabled? Are balances retained and usable if re-enabled, or are they forfeited?
When you disable Beep Cashback, customers will no longer be able to earn or redeem cashback. Existing cashback balances are retained in customer accounts. If you re-enable Cashback later, customers can use their remaining balances.
Add Membership Benefits
Benefits are displayed to customers in their membership app to show what they unlock at each tier. Each tier already includes two default benefits (points per RM1 and cashback percentage). You can add up to 5 additional benefit descriptions per tier.
1. In Membership Settings, scroll to the 'Membership Benefits' section for the tier you want to edit.
2. Click 'Add Benefit'.
3. Enter a description of the benefit.
4. Repeat for each additional benefit you want to add (up to 5).
Notes:
You can add up to 5 benefit descriptions per tier.
If you update the points or cashback values for a tier, the default benefit displays updates automatically.
Edit or Remove a Benefit
1. To edit a benefit, click on the benefit text and update the description.
2. To remove a benefit, click the delete icon next to the benefit you want to remove.
Add Promotions to a Tier
Promotions give members of a specific tier access to ongoing or recurring discounts. Only percentage-off and amount-off promotions can be used.
Note:
You must create a promotion first. If you have not created a percentage-off or amount-off promotion, the dropdown will be empty. Go to 'Promotions' in BackOffice to create one.
1. In the tier settings, click 'Go to Promotions' if you need to create a promotion first.
2. Once your promotion is ready, click 'Add Promotion' in the tier you want.
3. Select the promotion from the dropdown list.
Remove a Promotion from a Tier
1. To remove a promotion, click the delete icon next to the promotion.
Notes:
If you want to remove a promotion from a designated tier, the system will first check if there are existing members in that tier.
If there are, the eligibility will be changed to "Everyone" and be disabled.
Add a Price Book to a Tier
Price Books let you offer special pricing to members based on their tier. When a customer reaches a tier, items linked to that tier's Price Book are automatically offered at the special price.
Note:
You must create the Price Book first. If no Price Books appear in the dropdown, go to 'Price Books' in BackOffice to create one.
1. In the tier settings, click 'Go to Price Books' if you need to create a Price Book first.
2. Click 'Add Price Book' in the tier you want.
3. Select the Price Book from the dropdown list.
Remove a Price Book from a Tier
1. To remove a Price Book, click the delete icon next to the Price Book.
Notes:
If you want to remove a price book from a designated tier, the system will first check if there are existing members in that tier.
If there are, you will need to go to the specific price book and uncheck the tier tagging before proceeding.
Set Up Tier Upgrade Rewards
Tier upgrade rewards are given automatically when a customer levels up, starting from Tier 2 onwards. No claiming is needed, the reward is applied instantly.
Only 2 types of promotions can be used for Tier Upgrade Rewards:
Take percentage-off promotion.
1. In the tier settings, click 'Add Tier Upgrade Reward'.
2. Select the promotion you want to use from the dropdown.
3. Set a validity period (up to 180 days).
4. Click 'Confirm'.
Notes:
Each promotion can only be used once across all Membership rewards. If you have already assigned a promotion to Tier Promotions, New Member Rewards, Birthday Rewards, or the Points Shop, it will not appear in other dropdowns.
To use a similar reward in multiple places, create a separate promotion for each one.
Edit or Remove a Tier Upgrade Reward
1. To edit a tier upgrade reward, click the edit icon next to the reward, update the promotion or validity period, and click 'Confirm'.
2. To remove a tier upgrade reward, toggle of 'Issuing' first, and then click the delete icon next to the reward.
How to Set Up Rewards
You can offer special rewards to celebrate key moments in your customer’s journey, whether they’re just joining, celebrating a birthday, or redeeming their points.
There are 3 types of rewards you can set up:
New Member Rewards
Birthday Rewards
Points Exchange Rewards
These aren’t everyday perks. They’re thoughtful extras that make your customers feel valued on special occasions.
Note:
Before you begin, you’ll need to create a promotion first. Only two types are supported:
Set Up New Member Rewards
New Member Rewards are sent automatically when a customer joins your Membership program.
Note:
Only customers who join after you activate the New Member Reward are considered "new members" and will receive the reward. If you add a member before activating the reward, that member is treated as an existing member and will not receive the New Member Reward once it is activated.
1. In Membership Settings, scroll to the 'Rewards' section and click 'Add New Member Reward'.
2. Select a promotion from the dropdown list.
Only amount-off or percentage-off promotions are supported.
Set the validity period (up to 180 days).
3. Choose whether to allow promotion stacking (optional).
If enabled, customers can combine this reward with other promotions at checkout.
4. Click 'Confirm'.
Delete a New Member Reward
1. Toggle off the 'Issuing' button for the reward.
2. Click the bin icon to remove the reward.
Note:
You cannot delete a reward if customers have already claimed it. However, you can disable the reward to prevent it from being issued to new customers.
Set Up Birthday Rewards
Birthday Rewards are sent automatically to members who have a birthday saved in their profile.
1. In the Rewards section, click 'Add Birthday Reward'.
2. Select a promotion from the dropdown list.
Only amount-off or percentage-off promotions are supported.
3. Choose when to issue the reward (between 5 to 30 days before the customer's birthday).
4. Set the validity period (up to 180 days).
5. Choose whether to allow promotion stacking (optional).
If enabled, customers can combine this reward with other promotions at checkout.
6. Click 'Confirm'.
Notes:
For Engage enabled Merchants, when you launch Membership for the first time, your Engage campaigns for Welcome New Customer and Birthday Promo will be paused.
“Welcome New Customer” will be replaced with the new “Welcome New Members” campaign.
Before going live, review and update your SMS campaigns for:
Birthday Promo
Welcome New Members
Make sure your SMS messages clearly reflect the rewards you’ve set up in Membership. Refer to this article for more info.
Delete a Birthday Reward
1. Toggle off the 'Issuing' button for the reward.
2. Click the bin icon to remove the reward.
Note:
You cannot delete a reward if a customer is currently using it.
Set Up Points Shop Rewards
The Points Shop lets customers exchange their earned points for rewards.
1. In the Rewards section, click 'Add Points Reward'.
2. Select a promotion from the dropdown list.
Only amount-off or percentage-off promotions are supported.
3. Enter the number of points required to redeem the reward (between 1 and 1,000,000 points).
4. Set the validity period (1 to 180 days).
5. Choose whether to allow promotion stacking (optional).
If enabled, customers can use this reward alongside other promotions at checkout.
6. Click 'Confirm'.
Delete a Points Shop Reward
1. Toggle off the 'Available' button for the reward.
2. Click the bin icon to remove the reward.
Note:
You cannot delete a reward if a customer is currently using it.
Troubleshooting
Issue | Solution |
Promotion dropdown is empty when assigning to a tier or reward | You need to create a promotion first. Go to 'Promotions' in BackOffice and create a percentage-off or amount-off promotion. |
Price Book dropdown is empty when assigning to a tier | Go to 'Price Books' in BackOffice and create a Price Book first. |
Cannot remove a promotion from a tier that has members | The promotion's eligibility will be changed to "Everyone" and disabled. This is expected behaviour to protect existing members. |
Cannot remove a Price Book from a tier that has members | Go to the Price Book settings and uncheck the tier tagging for that tier before removing it. |
Cannot delete a reward | Make sure no customer is currently using the reward. Toggle off the 'Issuing' button first, then click the bin icon. |
Same promotion not appearing in another reward dropdown | Each promotion can only be used once across all Membership rewards. Create a separate promotion if you need the same reward in multiple places. |
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. |
What happens if a merchant changes the cashback percentage? Does it affect cashback already earned by customers, or only future transactions? | Changes to the cashback percentage apply to future transactions only. Cashback already earned by customers is not affected. |
FAQs
1. Can I change the tier names (Member, Silver, Gold, Platinum)?
No. Tier names are set by default and cannot be changed.
2. How many benefits can I add to each tier?
You can add up to 5 custom benefit descriptions per tier. Each tier also has 2 default benefits (points per RM1 and cashback percentage) that update automatically when you change the values.
3. Can I use the same promotion for multiple rewards?
No. Each promotion can only be assigned to one place within Membership (e.g., tier promotions, new member rewards, birthday rewards, or the points shop). To use a similar reward in multiple places, create a separate promotion for each one.
4. When do tier upgrade rewards get applied?
Tier upgrade rewards are applied automatically and instantly when a customer reaches the required tier level, starting from Tier 2. No claiming is needed.
5. What types of promotions work with Membership?
Only two types are supported: percentage-off promotions and amount-off promotions. Other promotion types will not appear in the dropdown lists.
6. What does promotion stacking mean?
When promotion stacking is enabled, customers can combine their membership reward with other general promotions during checkout at the POS Register. If disabled, only the membership reward applies.
7. How many points can a customer earn per day?
You control this in Points Settings. You can set a daily limit or allow unlimited earning. Setting a limit helps reduce the risk of fraud or misuse.
8. Do points and cashback expire?
Yes. You set the expiration period in Points Settings and Cashback Settings. Make sure to choose a period that works for your business and your customers.
9. What happens to my Engage campaigns when I launch Membership?
Your "Welcome New Customer" campaign will be replaced with "Welcome New Members" and your "Birthday Promo" campaign will be paused. Review and update your SMS campaigns before going live.
10. I need to make changes to my rewards after going live. Do I have to pause Membership?
You can edit most settings without pausing. However, if you need to make major changes to tiers or rewards, pausing Membership prevents customers from earning rewards while you adjust. See [How to Set Up and Launch Your Membership Program] for how to pause and resume.
11. How does StoreHub automatically upgrade or downgrade members?
Upgrades happen the next day after a customer's points reach the threshold for a higher tier. Downgrades are evaluated every 6 months in a Tier Review. If a member has not earned enough points to stay in their current tier, they are moved down. Redeemed points do not affect the upgrade calculation.
12. When does the Tier Review happen?
All members who join in the same month belong to the same cohort. The Tier Review happens on the 1st day of the 7th month. For example, members who join in January are reviewed on 1 August.
13. What is the default points expiration period?
By default, points expire 6 months from the time they are earned. You can change this in Points Settings.
14. Which points are redeemed first?
When a customer redeems points, the points closest to expiring are used first (earliest expiry date).
15. What happens to birthday rewards if I change a customer's date of birth?
Only one birthday reward is issued per customer per calendar year. If a reward has already been issued this year, changing the date of birth will not trigger a second reward. The next reward will be issued on the new date starting the following year.
16. I activated the New Member Reward but existing members did not receive it. Why?
Only customers who join after you activate the New Member Reward are considered "new members". Members who were added before activation are treated as existing members and will not receive the reward.
17. Can I set the cashback percentage to any amount?
Yes. The minimum cashback percentage is 1%. The default is 5%, but you can change it at any time in Cashback Settings.
18. 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.
19. Can I disable cashback earning at the POS without turning off the whole program?
Yes. Contact StoreHub Support to request that cashback earning is disabled at POS only. This prevents misuse by cashiers or store staff.
20. If I change the cashback expiry period, does it affect existing cashback?
No. Changes to the expiry period apply to future transactions only. Existing cashback expiry dates are not changed. Customers will see the new duration the next time they make a purchase.
Need Help?
Contact StoreHub Support via live chat in your StoreHub app or email [email protected].
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