How Do Customers Check Their Loyalty Points Without Logging In?
Let them ask in the chat. AeroChat verifies the customer by their email or phone number, reads their points balance and available rewards from your loyalty app, and explains in plain words what they can get and how to use it. It can also hand over a reward code where your loyalty app allows it through its API. The customer doesn’t need to remember a password or find the rewards page.
Why it happens
Loyalty programs come up often on the Shopify Community. Merchants ask which programs actually work, how to give points for purchases, reviews and referrals, and whether points and discount codes can be used together at checkout. Some ask about running loyalty at their physical store as well. One wants to reward customer actions with store credit. Another asked for the one thing they wish their loyalty tools could do.
A program only works if customers understand it. Many don’t log in to check their points, forget what a reward is worth, or don’t know how to redeem it. So they message the store: “How many points do I have?” Each of those questions takes a person to look up.
The usual fixes and their limits
- A loyalty app, such as Smile.io, LoyaltyLion, Yotpo Loyalty, Rivo, Joy or BLOY. These run the program, the points and the rewards page. Customers still have to log in to see their balance there.
- Points in the account page. Works for customers who sign in. Many shop as guests or don’t remember their login.
- Points in emails. Useful reminders. A customer who wants the answer now still messages you.
- Store credit as the reward. Shopify’s help center, checked 11 November 2026, says customers must be signed in through customer accounts or use Shop Pay to apply store credit, and must use the full balance in one go. Worth knowing before you build a program on it.
How to handle it in chat with AeroChat
The customer asks in the chat. AeroChat asks for the email or phone number linked to their account and verifies it. It then reads the balance and the rewards they can claim from your loyalty app. It explains what the points are worth, what they are close to, and how to redeem. Where your loyalty app’s API lets it redeem a reward, AeroChat can do that in the chat and send the code. It can also explain how to earn more, such as points for a review or a referral, from your program rules.
Customer: How many points do I have? (example)
AeroChat: I can check that. What’s the email on your account?
Customer: mei@example.com
AeroChat: Thanks, Mei. You have 640 points. At 500 points you can claim US$5 off, and at 1,000 points US$12 off (example). Would you like to use 500 points for US$5 off now?
Customer: Yes.
AeroChat: Here’s your code: [code]. Enter it at checkout. You have 140 points left.
In your loyalty app: 500 points redeemed for a US$5 reward on Mei’s account.
Copy this into AeroChat
When a customer asks about loyalty points or rewards, follow these steps.
- Ask for the email or phone number on their account and verify it against our loyalty app.
- Tell them their points balance and the rewards they can claim now.
- Tell them how many points they need for the next reward.
- If they want to redeem, confirm the reward and redeem it through our loyalty app. Send the code and explain how to use it at checkout.
- If they ask how to earn more, explain our earning rules from the knowledge base, such as points for reviews and referrals.
- If points look wrong, for example after a return, hand the conversation to our team with the order number.
Never add points or create rewards outside our program. Reply in the customer’s language.
Add your program rules to AeroChat’s knowledge before you paste it.
What to connect
- Your Shopify store. Built in. Install AeroChat from the Shopify App Store and connect your store, so AeroChat also answers order and product questions in the same chat.
- Your loyalty app. Connected through its API with a key you create in the app. Each app’s page above lists what its API supports.
- Your program rules. Points per purchase, rewards, expiry and how to redeem, in AeroChat’s knowledge.
Questions
Does the customer need to log in?
No. AeroChat verifies them in the chat with the email or phone number on their account before it shares the balance.
Can AeroChat redeem rewards for the customer?
Yes, where your loyalty app’s API supports redeeming. If it doesn’t, AeroChat explains how to redeem on your rewards page.
Can it remind customers about unused points?
Yes, to customers who opted in. On WhatsApp, a message outside the 24-hour customer service window needs an approved template. See loyalty on WhatsApp.
Can it explain points to customers in other languages?
Yes. AeroChat replies in the customer’s language. See also loyalty points in chat.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
Answer points questions in the chat
Install AeroChat, connect your loyalty app, and ask your own store chat for your points balance.
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