Who Is This For?
StoreHub merchants who want to set up a loyalty reward system for their customers using Cashback or Store Credits.
Overview
StoreHub offers two ways to reward your customers: Cashback and Store Credits. Both let customers earn rewards on purchases and redeem them later, but they work differently and are designed for different business types.
This article compares the two options and covers full Store Credits setup and use. You can only use one reward type at a time.
Note:
To enable Cashback and configure cashback settings (per-tier rates, daily limits, expiry, and disable), see this article.
| Cashback | Store Credits |
Business type | F&B and Retail | Retail only |
Prerequisite | Membership must be activated | Cashback must be disabled |
How customers earn |
| Automatically earned, assigned per product, or purchased as a product |
Where redeemable | POS and QR orders (with limitations) | POS only (physical store) |
Can be used together? | No. Enabling one disables the other. | No. Enabling one disables the other. |
For managing customer profiles (add, edit, delete, tags), see here.
Before You Begin
Access to BackOffice.
A stable internet connection.
For Store Credits: your business must be a retail store.
Notes:
Cashback and Store Credits cannot be used at the same time. Enabling one will convert or disable the other.
Store Credits are only supported for direct POS-created orders. They do not work with QR Order and Pay, including Pay at Counter QR orders settled at POS.
Step-by-Step Guide
Set up Cashback in BackOffice
Follow the steps in this article for everything related to turning Cashback on or off and configuring cashback: enable from BackOffice (including Danger Zone), cashback percentage by membership tier, how often customers can claim per day, expiry rules, and disabling the program when needed.
Notes:
If Store Credits are enabled when you turn on Cashback, existing balances convert to cashback (typically 1:1). Store Credits and Cashback cannot run at the same time.
After you change cashback settings, update StoreHub POS to the latest version and sync so registers pick up the changes.
Enable Store Credits (Retail Only)
Store Credits are only available for retail businesses. If Cashback is currently active, you must disable it first (see the disable steps in this article).
1. In your BackOffice, go to 'Settings'.
2. Click on the 'Store Credit' tab.
3. In the 'Enable Store Credit' field, select 'Yes'.
Reward or Sell Store Credits
There are three ways customers can earn or purchase store credits.
Option A: Set a Default Earning Rate
Set a rate so customers automatically earn credits with every purchase.
1. On the 'Store Credit' tab in 'Settings', set the default earning rate.
Example:
RM 1.00 spent = RM 1.00 store credit earned, or RM 2.00 spent = RM 1.00 store credit earned.
Note:
Store credits earned are based on the subtotal of a transaction. Service charges, tax, and discounts do not count towards earning credits.
Option B: Assign Store Credits to Specific Products
You can set individual products to reward a specific amount of store credits when purchased.
1. In your BackOffice, go to 'Products' and select a product.
2. Scroll to the 'Store Credit' section and enter the amount of store credits this product rewards.
3. Click 'Save'.
Option C: Create a Purchasable Store Credit Product
You can create a product that customers buy to load credits onto their account.
1. In your BackOffice, go to 'Products' and click '+ Add Product'.
2. Name the product (e.g. '50 Credits'), set the price (e.g. RM 50), and make sure it is not taxed.
3. Scroll to the 'Store Credit' section and enter the amount of credits this product rewards (e.g. 50).
4. Click 'Save'.
Notes:
To sell credits by the unit (so customers choose how many to buy), set the pricing type to 'By Unit' and the price to 1 per credit. Each time the product is selected on POS, the cashier can specify the amount.
To give store credits for free (as a gift or compensation), set the price to RM 0.
Check Store Credit Balance
There are three ways to check a customer's store credit balance.
Option A: On the POS Register
1. On your POS register, tap 'Add Customer' above the item cart.
2. Search for the customer by name or have them scan their QR code.
3. Tap the customer's name to open their profile. The store credit balance is displayed.
Option B: In BackOffice
1. In your BackOffice, go to 'Customers' and click on a customer's name.
2. The store credit balance is displayed in the 'Loyalty' section.
3. Click the 'Store Credit' tab at the bottom to see the full credit earning and spending history.
Option C: SMS Notifications
You can send automatic SMS notifications to customers when their store credit balance changes.
1. In your BackOffice, go to 'Settings' and click the 'Store Credit' tab.
2. Under 'SMS Notifications upon Changes', toggle the switch to ON.
3. Click the 'Store Name' link and write down the store name you want to appear on the SMS. Click 'Done'.
Redeem Store Credits on POS
1. On your POS register, tap 'Add Customer' above the item cart and add the customer to the transaction.
2. Add products to the cart, then tap 'Store Credit' above the bill total.
3. Toggle 'Use Store Credit' to redeem credits for this transaction.
4. Tap the bill total to go to the checkout page and complete the transaction.
Troubleshooting
Issue | Solution |
Cannot enable Cashback | Make sure Membership is enabled and Cashback is turned on in BackOffice. See this article to learn more. |
Store Credits option not visible in Settings | If Cashback is enabled, the Store Credits option will not appear. Disable Cashback first (Settings, then Account, then Danger Zone, then Disable Cashback). |
Customer is not earning store credits | Check that the default earning rate is set (Settings, then Store Credit tab) or that the specific product has a store credit amount assigned. |
Store credit balance not updating | Make sure the transaction was completed (not cancelled). Credits are only earned or deducted when a transaction is finalized. |
Store credits not working with QR orders | Store credits are only supported for direct POS-created orders. They do not work with QR Order and Pay, including Pay at Counter QR orders. |
Total sales inflated when using store credits | Store credit payments are still recorded as sales. Use the Payment Methods report (BackOffice, then Reports, then Sales, then Payment Methods) to see the breakdown. You can also export the All Transactions report and subtract the Store Credits column from total sales. |
QR code not appearing on receipts (Cashback) | Make sure Cashback is enabled and your POS app is updated to the latest version. Sync your POS app after making changes in BackOffice. |
FAQs
1. Can I use both Cashback and Store Credits at the same time?
No. You can only use one at a time. Enabling Cashback will convert any existing Store Credits to cashback. Enabling Store Credits requires disabling Cashback first.
2. Which plans support Store Credits?
Store Credits are supported for retail businesses only. If you do not see Store Credits in BackOffice settings, contact StoreHub Support.
3. Do I need to activate Membership before using Cashback?
Yes. Membership must be enabled, and Cashback is configured in BackOffice. Follow this article for the setup steps.
4. Can customers check their own cashback or store credit balance?
For store credits, you can enable SMS notifications so customers are informed each time their balance changes. For Cashback, customers can check their balance by scanning the QR code on any receipt. You can also check any customer's balance from the POS register or BackOffice.
5. Can I give store credits for free?
Yes. Create a store credit product and set the price to RM 0. This is useful for gifts or customer compensation.
6. Do store credits work with QR Order and Pay?
No. Store credits are only supported for direct POS-created orders. They do not work with QR Order and Pay, including Pay at Counter QR orders settled at POS.
7. What happens to my customers' cashback or store credits if I switch between the two?
When you enable Cashback, any existing Store Credit settings are carried over and converted to cashback. When switching back to Store Credits, you will need to disable Cashback first. Existing balances are preserved during the conversion.
8. Why are my sales reports showing higher totals when customers pay with store credits?
Store credit payments are still counted as sales in the Sales Report. To get the accurate figure, use the Payment Methods report (BackOffice, then Reports, then Sales, then Payment Methods) to see the breakdown by payment type, or export the All Transactions report and subtract the Store Credits column from total sales.
Need Help?
Contact StoreHub Support via live chat in your StoreHub app or email [email protected].
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