Introduction

Welcome to Loyoly!
Want to switch your loyalty app without losing your already engaged customers? Loyoly makes the transition easy: our system lets you seamlessly import point balances and transfer all your customers, so your loyalty program keeps rewarding your most loyal customers without interruption. Follow the instructions below to complete the transfer effortlessly.

Importing your customer data

To import your customer data into Loyoly, you can retrieve the data directly from Shopify and, if necessary, complete it with a file from your previous loyalty solution.

This allows you to keep the data of your already loyal customers without losing any history.

Step 1: Retrieve data from Shopify

Log in to your Shopify interface.
Go to Customers → Export.
Choose to export all customers or only those with relevant history.

Step 2: Prepare the file for Loyoly

Download our template file: import_users_loyoly.csv
Fill it in with the data exported from Shopify, and if needed, add the number of points from your previous solution.
Make sure your file contains the following columns in the same order:
- customer id
- email
- last name
- first name
- points balance
- email opt-in
- amount spent: only for VIP tiers in € to place your users in the corresponding tiers.

📝 Note: Here are the rules to follow when importing the file:

The column order must match the example file.
Emails like "client.choose.rock" are not accepted.
Negative points are not accepted.
For email opt-in, the answer must be "yes" or "no", in lowercase.
Rows containing "N/A" must be removed.
If a row does not contain a last name or if any element is missing, the row will be deleted.

Step 3: Import your customers into Loyoly

Once your CSV file is ready, contact our team by email or via the chatbot so we can proceed with the import. Your customers will see their points transferred automatically.

Migrating from an existing program (Yotpo, Smile.io, Wix Loyalty…)

If you are migrating your loyalty program from another solution (Yotpo, Smile.io, Wix Loyalty, etc.), you will probably want to prevent your customers from earning points again for missions they have already completed in the previous program (birthday mission, Instagram follow, first purchase, etc.).

The principle: deduct upfront, not afterwards

Loyoly does not know which missions your customers completed in the previous program. You therefore need to deduct these points at import, not after.

💡 If you have already performed the import without deducting these points, you can still deduct them from your customers' accounts via the Loyoly back office, but it will take time as you will need to do it manually for each customer. It is therefore better to deduct them upfront.

Mission by mission — what is feasible

✅ Birthday mission.

Export from your previous program the list of customers who have already received their birthday points.
In the points column of your import file: deduct the number of birthday points from the imported balance. Example: if the birthday mission is worth 100 points and a customer has 500 points including 100 for the birthday, import 400.
Invite your customers to complete their birthday mission to unlock their rewards. For example, through an emailing campaign via a CRM integrated with Loyoly.

✅ First purchase mission.

Deduct the corresponding points from the imported balance. Loyoly will not re-credit these points because the customer already has historical orders in Shopify/Prestashop before the program was activated.

✅ Missions related to amount spent / VIP tiers.

Fill in the amount spent column of the import file (see section above). Loyoly will automatically place each customer in the correct VIP tier without recalculation.

⚠️ "Follow your Instagram" mission (or other social network missions) — Cannot be automated.

Loyoly cannot know which customers already follow you on Instagram, and there is no technical way to exclude them from the mission after activation. Three options:

Accept the re-credit: customers who already follow you on Instagram will be able to click the mission again in Loyoly and earn the points. This is the simplest option, but it generates a double reward.
Disable the Instagram mission at launch, then re-enable it once the migration is stabilized. New customers will not be penalized in the long run, but lose the opportunity at launch.
Deduct an estimated average credit from the imported balance for customers identified as Instagram followers (if you have this data on the CRM side). Approximate, but limits double rewards.

⚠️ Referral mission (already referred in the previous program) — Partially feasible.

Loyoly does not have an automatic way to retrieve referral history. Recommended procedure:

Export the list of active referrers/referees from the previous program.
Import the referral points already earned via the points column (deducted from the total to be re-credited).
Accept that customers who have already been referred can be referred again in Loyoly if they have not reached the usage limit.

Best practices at launch

Activate the VIP program after the import. Otherwise, if you are not yet ready to launch it after the import, configure a program start date in the VIP tier settings.
Otherwise, set a start date.
Communicate with your customers: an email like "your loyalty program is evolving, find your points in the new space" prevents support tickets.
Test with 5–10 customers before mass import: check that the balance, tier and history are correct.
Keep the old export: if a customer disputes a balance, you will be able to verify the source.