Cashback offers
A cashback offer returns part of each order to the customer's wallet in your store, as a percentage of the order total or a fixed amount. Customers spend that balance on later orders. Manage offers from Marketing > Cashback offers.
Cashback offers are part of the customer wallet, which is available to stores whose currency is from a GCC country. The wallet is included on the Professional plan and higher; on the Growth plan you subscribe to it as a monthly add-on. If Cashback offers doesn't appear in your sidebar, the feature isn't available in your store yet.
Staff members need both the permission to view and the permission to manage the customer wallet.
Activate the customer wallet
Until the wallet is active, Cashback offers shows the Customer wallet page with its advantages and prices.
Go to Marketing > Cashback offers.
Select Subscribe now.
If your plan includes the wallet, it's activated and the customer wallets page opens.
If your plan needs the add-on, the dashboard opens the add-on in your subscription page, or offers an upgrade.
If your store's currency isn't from a GCC country, the page shows Customer wallets is only available for GCC countries. and Subscribe now is unavailable. For the wallets page, balances and deactivating the wallet, see Customer wallet.
The offers list
The page lists your offers with Create and Customer wallets at the top.
| Column | What it shows |
|---|---|
| Name | The offer's internal name. Select it to edit the offer. |
| Cashback amount | The percentage, or the fixed amount, the customer earns |
| Start date | The first day of the offer |
| End date | The last day, or a dash when the offer has no end date |
| Status | Active, Inactive or Expired |
| Switch | Turns the offer on or off |
| Actions menu | Edit and Delete |
Expand a row with the arrow at its start to see the offer's results:
| Figure | Meaning |
|---|---|
| Cashback orders | Orders that earned customers cashback from this offer once completed |
| Rewarded customers | Customers who received cashback from this offer in their wallets |
| Orders using balance | The value of orders that used cashback balance from this offer, after the balance is deducted |
| Cashback granted | The cashback from this offer added to customers' wallets |
Hover a figure's info icon to read its meaning.
The switch of an expired offer is unavailable; hovering over it shows Update the end date to reactivate it.
Delete in the actions menu removes the offer straight away, without asking you to confirm.
Create a cashback offer
Go to Marketing > Cashback offers and select Create.
Fill in Details and Offer scope, and optionally Settings and Sales channels.
Sample data from a demo store. Check the Summary panel. Under How it works, it states the offer, such as "Refund 5% of the order total to the customer's wallet after delivery".
Select Create.
The offer appears in the list with Created successfully. If its start date is today, it starts adding cashback to customers' wallets right away; otherwise it starts on its start date.
If another active offer covers some of the same products or categories in the same period, Overlaps with other offers lists the Overlapping offers, Duplicated products and Duplicated categories. Select Save and continue to save anyway, or Cancel to change the offer. If the overlap isn't allowed, saving stops and the summary shows why, such as An active cashback offer already exists for this period.
Details
| Field | Rules |
|---|---|
| Name | Required. Internal name for tracking; not visible to customers. Use a name that tells your offers apart, such as "Ramadan cashback 10%". |
| Start date | Required. Today by default. The offer starts on this date automatically. Changing it clears the end date. |
| End date | Optional. Not before the start date. Leave it empty to keep the offer running until you switch it off. |
The offer starts at the beginning of its start day and ends at the end of its end day, in your store's time zone.
Under Cashback offer, choose how much the customer earns once the order is completed. The cashback is calculated on the products' total including VAT; shipping and cash on delivery fees count neither for earning nor for spending the balance. A customer can pay with wallet credit and use a coupon in the same order only when Activate multiple discounts is on in Checkout page options.
| Option | Fields |
|---|---|
| Percentage of order total | A percentage of the products' value, for example 10%, so the cashback grows with the order. Percentage: required, from 0.01 to 100. Reward maximum amount: optional cap on the cashback per order. |
| Fixed price | The same amount on every qualifying order, for example 25 riyals. Amount: required, at least 0.01, in your store's currency. |
Switching between the two options clears the values.
Offer scope
Under Offer applies to, choose All products, Specific products only, Specific categories only, All products except specific products or All products except specific categories. For the product and category options, pick them with Browse products or Browse categories. A product already in another active offer is marked In another active offer.
Tick Exclude discounted products so products with a sale price don't earn cashback from this offer.
Settings
| Setting | Rules |
|---|---|
| Minimum order value | Tick it and enter the lowest order value that earns cashback (0 or more). The value is the products' total, without shipping or cash on delivery fees. |
| Cashback validity period | Tick it and enter the number of days the cashback stays usable, from 1 to 365. The days count from the order's creation date, and the unused cashback expires automatically after them. |
Without a Cashback validity period, cashback never expires, and the Cashback expiring soon automated message is never sent.
Sales channels
Choose where the offer works. At least one channel is required.
| Channel | Notes |
|---|---|
| Online store | On by default |
| Zid POS | Appears when your store has Zid POS |
| Merchant App | Orders from your store's mobile app |
Edit a cashback offer
Select the offer's name, or choose Edit in its actions menu.
Change the fields in Update cashback offer.
Select Edit to save.
Your changes apply to orders placed after you save. Cashback that customers already earned keeps the terms it was earned under.
Tips for cashback offers
With Percentage of order total, always set a Reward maximum amount, especially if you sell high-value products.
Set the Minimum order value close to your current average order value, so small orders don't cost you cashback.
Match the Cashback validity period to how often your customers buy: about 30 days for products people use up quickly, 60 to 90 days for perfumes, 120 to 180 days for electronics. A short period, 30 to 60 days, brings customers back sooner; a long one, around 180 days, gives them more time.
Start with a moderate percentage, such as 5% to 10%. A high percentage eats into your margin and a very low one doesn't bring customers back, so adjust it after you see the results.
Check Cashback ROI on the customer wallets page every week. Below 1, cashback costs you more than the sales it brings, so review the percentage and the conditions.
Tell customers about the offer with a banner on your home page, a note on product pages and a line on the thank-you page, and remind them before their credit expires with automated messages.
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