Guides

VivaPoints is a loyalty platform for businesses that depend on customers coming back. Here is what it does, and how to tell whether it fits yours.

Sign up, confirm your email, and log in to an empty dashboard that is ready for your first program. About five minutes.

There are two presets, owner and scanner. Here is what each one can do, who on your team actually needs an account, and how to get one added.

A checklist that takes you from an empty account to a live program with a real customer earning points in it.

Every plan is described by the same fixed list of limits and switches. Here is what each one controls and when it starts to matter.

Plan changes are handled by us, not by a self-serve upgrade button. Here is how to ask, and what does and does not happen to your data.

The arithmetic behind keeping a customer instead of finding a new one, and why visit frequency is the number a loyalty program actually moves.

Points, stamps, tiers, benefits, referrals and gamification: what each one asks of your customer, which of them the builder gives you today, and how to layer them.

A recommendation for cafés, restaurants, salons, gyms, shops and service businesses, with a worked reward for each.

Pick the reward first, decide what percentage of spend you are giving back, and let the earn rate fall out of the arithmetic. With two worked examples.

Seven ways a loyalty program quietly stops working, what each one looks like on your dashboard, and where in VivaPoints the fix lives.

A field-by-field walkthrough of the program builder, with a café example carried from the name all the way to the first reward.

How to price the rewards in your program, how many to offer, what happens when a customer claims one, and where the expiry policy comes from.

The builder asks what one unit is called, in singular and plural. It is a smaller box than it deserves — here is how to choose a name you will not regret.

VivaPoints has no location object. It has programs inside a business, and businesses inside an organization — here is which shape fits a second site, a second brand or a whole high street.

Changing a program that customers have already joined is safe for the data and risky for the relationship. Here is which changes people feel, and how to make them anyway.

Customers join by opening a link you share. Here is where to find that link, what they see when they tap it, and how to ask without holding up the queue.

Points are awarded by hand from your Customers page. Here is the flow, how to find the right person fast, and how to do it without making the queue wait.

There are two QR codes in VivaPoints and they do opposite jobs. This is which is which, where to print yours, and what to do when a scan does not work.

The customer taps the reward on their card, which creates a pending redemption. Someone on your side confirms it, and only then are the points deducted.

Every point issued, spent or corrected is a permanent line that is never overwritten. Here is how to correct an over-award, and why that design is what makes your numbers trustworthy.

Your staff need to do three things and know one sentence. Here is a 15-minute session you can run on a quiet Tuesday, and a short what-to-do-when list for the counter.

The Customers page is one table of everyone in your programs. Here is what each column tells you and what to look for when you scan it.

The gap between Members and Active (30d) on your Overview is your lapsed group. Here is how to size it honestly and what you can actually do about it.

What VivaPoints stores about a customer, what you can see as the business, what you cannot, and how to answer the questions customers ask you.

A box on your own website where your customers check their points, in your colours, with no mention of VivaPoints anywhere.

Where to paste the snippet, what it looks like once it is live, and how to check it is working.

The handful of settings that make the widget look like part of your site rather than a bolted-on box.

Why you list the sites allowed to show your widget, and what happens when someone else tries.

A tour of the app your customers carry, so you can answer their questions without installing it yourself.

What to say at the counter, and why the ask works better after the first reward than before it.

Your Overview is seven tiles and two charts. Here is what each one counts, what a healthy number looks like, and the conclusion people wrongly draw from it.

Four ratios you can work out from your Overview tiles, what a healthy range looks like for each, and how long to wait before you judge any of them.

Almost every missing-points complaint has one of five causes. Check them in this order on your Customers page and you will have an answer in a minute.

The questions business owners actually ask in their first month with VivaPoints, answered plainly, including the ones where the honest answer is to ask us.

How to reach a person at VivaPoints, what to put in your first message so the first reply is useful, and the things we still do for you by hand.