Frequently Asked Questions
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Getting Started
Do I need a paid Shopify plan to use the app?
No. Our app works with all Shopify plans, including the basic plan. You only need admin access to install apps.
How long does it take to set up?
Most merchants are live within 20–30 minutes. Follow the Quick Start Guide for a step-by-step walkthrough.
Does the app automatically enroll my existing customers?
No. Customers actively choose to join your loyalty program. This increases engagement quality since every participant has opted in.
Points & Earning Rules
Can I offer multiple ways to earn points?
Yes. You can combine earning rules, for example, points per € spent plus a welcome bonus plus a birthday bonus. We recommend starting with 1–2 rules and expanding once your program is live.
Can I change my earning rules after launch?
Yes, at any time. Changes apply to future transactions. Points already earned by customers are not affected.
When a customer redeems their points for a reward but then returns the items — what happens?
The discount code used for the reward will no longer be valid. However, the points will be added back to their account so they can redeem them for another reward.
Do points expire?
You can configure point expiry under Rewards → Earning Points. By default, points do not expire. If you enable expiry, unredeemed points will be removed after the period you define.
Setting the expiry period to 0 is equivalent to no expiry — points will never be removed.
Once expiry is enabled, a daily automated job checks for expired points and removes them from customer balances.
What happens if I change the expiry period?
Changes to the expiry period take effect immediately and retroactively — there is no grace period for existing points. Here's what to expect depending on the change you make:
| Change | Effect |
|---|---|
| Off → 12 months | All points older than 12 months expire immediately on the next daily run — this can affect a large number of customers at once |
| 36 → 12 months | Points between 12–36 months old expire in addition to those already expiring |
| 12 → 36 months | No immediate effect on existing points; already-expired points are not restored |
| 12 → 0 (off) | No further expiry; already-expired points are not restored |
:::warning Before making expiry more restrictive If you are enabling expiry for the first time or shortening the expiry period, the app will show you a confirmation dialog with an impact preview, including how many customers, transactions, and points would be affected. You need to explicitly confirm before the change is saved.
For less restrictive changes (extending the period or disabling expiry), the change is saved immediately without a confirmation step. :::
Can I manually adjust a customer's point balance?
Yes. You can add or deduct points for individual customers directly from the member management section in the app.
Do points apply to sale or discounted items?
Yes. Points are awarded on all purchases by default, including sale and discounted items. The ability to exclude specific products or collections from earning points is currently on our roadmap — contact us at ecom-support@knistr.com if this is important for your store.
Can customers see their point balance without logging in?
No. Customers need to be logged into their Shopify account to view their point balance and available rewards.
What happens to points when an order is cancelled or refunded?
Points earned from a purchase are automatically deducted if the order is cancelled or refunded. If a customer used points to redeem a reward on that order, those points are returned to their balance.
Rewards
What types of rewards can I offer?
KNISTR Loyalty Rewards & GDPR supports percentage discounts, fixed discounts, free gifts, and free shipping. You can also create individual rewards for specific program members.
Can customers combine a loyalty reward with other discount codes?
This depends on your Shopify discount settings. By default, Shopify does not allow stacking discount codes. You can adjust this in your Shopify admin.
Can I offer special rewards to specific customers?
Yes. You can configure individual coupons for selected customers. They will see them on their personal account page and in the app wizard. You can use the same reward types available for all customers: percentage discount, fixed discount, free shipping, or free gift.
What happens if a customer returns an order they used points on?
If an order is refunded, the points used for that reward are returned to the customer's balance. Points earned from the purchase are deducted.
Widget & On-Site Content
I enabled the widget in the app but it's not showing in my store — why?
You also need to activate it in the Shopify Theme Editor. Go to Shopify Admin → Online Store → Themes → Customize, find KNISTR Loyalty Widget in the app embeds section, toggle it on, and hit Save.
Can I change the widget position?
Yes. Go to On-Site Content → Widget and adjust the position (bottom left or bottom right).
Can I rename "points" to something else?
Yes. Go to Rewards → Points Branding and choose any name — Stars, Coins, Sparks, or anything that fits your brand.
How do I activate the "Thank You" page widget?
The "Thank You" page widget is activated via the Shopify Theme Editor. Go to Shopify Admin → Online Store → Themes → Customize, navigate to the Checkout section, and add the KNISTR Loyalty UI block to your "Thank You" page. Hit Save to apply the change.
What other on-site elements can I use to promote my loyalty program?
KNISTR provides an Announcement Bar that you can activate and customize directly in the Shopify Theme Editor. It appears at the top of your storefront and is a great way to make your loyalty program visible to all visitors. Go to Shopify Admin → Online Store → Themes → Customize, find the Loyalty Announcement block, enable it, and adjust the text and styling to match your brand.
Does the app support multiple languages on the storefront?
Not yet. Multi-language support for the storefront is currently not available but is on our roadmap. Contact us at ecom-support@knistr.com if this is important for your store.
Emails
Which emails does the app send automatically?
Our app can send a Welcome Email when a customer joins and a Points Earned Email after each purchase. You activate and customize both under Settings → Customer Emails.
Can I customize the email templates?
Yes. You can edit the content and branding of each email template directly in the app.
Can I use another email provider to send emails to loyalty program members?
We do not currently offer a native connection to email automation systems like Klaviyo or Omnisend, but this is on our roadmap. Contact us at ecom-support@knistr.com to learn more.
Technical & Setup
Does the app work with Shopify POS?
No, our app currently does not support Shopify POS. The loyalty program is available for online stores only.
Is the app compatible with other Shopify apps like Klaviyo or Omnisend?
Our app does not currently have native integrations with third-party apps. If you need a specific integration, contact us at ecom-support@knistr.com — we're happy to hear what you need.
What happens to customer points if I disable the program?
While your program is disabled, customers cannot earn or redeem points. Their existing point balances are preserved and become active again when you re-enable the program.
Can I import existing customers into the loyalty program?
Customers need to actively join the loyalty program themselves. Our app does not automatically enroll existing customers, which ensures higher engagement quality from participants who have opted in.
Data & Privacy
Where is customer data stored?
Customer data is stored on servers located in the EU. KNISTR GmbH is ISO certified and fully GDPR compliant.
Is the app GDPR compliant?
Yes. Our app for Shopify is GDPR compliant. Customer data is stored in the EU and handled in accordance with applicable data protection regulations.
What happens to customer data when I uninstall the app?
All customer data associated with your store is permanently deleted when you uninstall the app. This process is irreversible — make sure to export any data you need before uninstalling. Contact us for data export support.
Where can I find the product roadmap?
We don't have a public roadmap yet. If you'd like to know what's coming or share a feature request, reach out to us at ecom-support@knistr.com — we love hearing from our merchants.
Migration
Can I migrate from another loyalty app like Smile.io or Joy?
There is currently no automated migration tool. You would need to manually set up your program in the KNISTR app. A migration tool is on our roadmap — contact us at ecom-support@knistr.com if this is important for your decision.
Can I export my loyalty data when switching to another provider?
Yes. Under the EU Data Act, you have the right to access and port your data when switching to another loyalty provider. Contact us at ecom-support@knistr.com to request a data export.
:::info EU Data Act The EU Data Act (Regulation (EU) 2023/2854), in force since September 2025, gives businesses and consumers the right to access, share, and port data generated through the use of connected products and related services. KNISTR GmbH is committed to supporting your data portability rights. :::
Data that can be exported
The following customer data can be exported upon request:
| Data category | Description |
|---|---|
| First and last name | Customer's full name as registered in the loyalty program |
| Email address | Customer's email address |
| Date of birth | If provided by the customer |
| Member since | Date the customer joined the loyalty program |
| Active Reward Points | The customer's current point balance available for redemption |
| Pending Reward Points | Points that have been earned but are not yet available for redemption, e.g. because the associated order has not yet been completed |
| Purchased not redeemed coupon codes | Discount codes the customer has redeemed points for but has not yet used in the store |
Exported data is provided in CSV format.
Data that cannot be exported
The following data is specific to the internal functioning of KNISTR and cannot be exported, as disclosure would risk exposing KNISTR's trade secrets and proprietary configuration:
- Earning rules and bonus rule configurations
- Reward definitions and settings
- Loyalty page and account page configurations
- Loyalty widget settings and customizations
- Email template designs and configurations
Switching from another provider to KNISTR
There is currently no automated import tool for migrating data from another loyalty provider to KNISTR. To set up your program after switching, follow the Quick Start Guide. If you need assistance with the transition, contact us at ecom-support@knistr.com.
Known limitations and technical restrictions
- Customers must already exist as registered accounts in your Shopify store to be part of the loyalty program — customer data cannot be imported independently of Shopify
- Customer point balances from a previous loyalty provider can be imported into KNISTR. There is currently no automated tool for this — contact us at ecom-support@knistr.com and we will assist you with the migration manually
- Historical transaction data from other providers cannot be transferred
- Program configurations (rules, rewards, branding) must be re-created manually in the KNISTR app
Billing & Plans
What plans does KNISTR offer?
KNISTR has three plans:
- Developer — Free, for development stores only. Includes unlimited orders and all core features.
- Starter — $49/month. Up to 250 orders/month, then $0.20 per additional order.
- Scale — $119/month. Up to 1,000 orders/month, then $0.12 per additional order. Includes priority support.
Is there a free trial?
Yes. Both the Starter and Scale plans include a 14-day free trial. No charges until the trial ends.
When will I be charged after the trial ends?
Your first charge is processed by Shopify at the end of the 14-day trial period. You will receive a notification before the charge is applied.
What happens when I exceed my monthly order limit?
Additional orders are charged automatically — $0.20/order on Starter and $0.12/order on Scale. There is no service interruption; your program keeps running.
Can I cancel my subscription at any time?
Yes. You can cancel at any time directly from your Shopify admin under Apps → KNISTR Loyalty Rewards & GDPR. There are no cancellation fees.
Will I be charged after uninstalling the app?
No. Uninstalling the app cancels your subscription immediately. Shopify will automatically issue a prorated refund for any unused days in your billing period.
Can I use the app on multiple stores?
Each store requires its own subscription. The plan price applies per store.
Can I switch between plans?
Yes, you can upgrade from Starter to Scale at any time. The change takes effect immediately and Shopify adjusts the billing proportionally.
What kind of support do you offer?
All paid plans include email support at ecom-support@knistr.com. You can also visit our Help Center for documentation and guides. The Scale plan includes priority support for faster response times.
Still have questions?
Contact us at ecom-support@knistr.com or visit knistr.com.