Introduction
Order channels are the different ways customers can place orders with your store - whether through your online store, in-person at your physical location, or via subscription services. Configuring which order channels reward customers with loyalty points gives you strategic control over your loyalty program and helps align customer behavior with your business goals.
This powerful feature allows you to create targeted loyalty experiences that encourage customers to shop through your preferred channels while maintaining flexibility for different business models and customer preferences.
✨ Order channel settings are available in all Rivo plans and work seamlessly with all Shopify sales channels
Why Configure Order Channels?
Configuring order channels strategically allows you to:
Drive specific customer behaviors: Encourage shopping through your preferred channels by rewarding those purchases with loyalty points
Align with business strategy: Focus loyalty rewards on channels that provide the highest value to your business
Create targeted experiences: Offer different loyalty experiences for online vs. in-store customers
Optimize program performance: Concentrate loyalty spending on channels that drive the most profitable customer relationships
Maintain program control: Prevent unwanted point earning from specific channels or third-party integrations
💡 Prerequisites: Before configuring order channels, ensure that your "Place an order" earning rule is enabled in your Loyalty Program settings. Without this earning rule active, customers won't earn points regardless of your channel settings.
Understanding Order Sources
To make informed decisions about order channel configuration, it's helpful to understand how Shopify categorizes different order sources:
Online Store: Orders placed directly through your Shopify storefront website
Draft Orders: Orders created manually by store staff through the Shopify admin, often for phone orders or custom arrangements
POS (Point of Sale): Orders processed through Shopify POS at physical retail locations
Subscription Contracts: Recurring orders processed through subscription apps and services
Third-party Apps: Orders created through various marketplace integrations, social commerce apps, or other external platforms
Configure Order Channels to Reward Customers
Follow these steps to customize which order channels should be included in your loyalty rewards program:
Navigate to Settings in your Rivo dashboard.
Click Orders to access order configuration options.
Scroll down to the Order channels to reward customers section.
Select one of the four channel options based on your business needs:
Channel Options Explained
All Orders (Default)
This option rewards customers for every order regardless of how or where it was placed.
What's included: Online store orders, POS orders, draft orders, subscription renewals, marketplace orders, and any third-party app orders.
Best for:
New merchants just starting with loyalty programs
Businesses that want maximum customer inclusion and engagement
Multi-channel retailers who want a unified loyalty experience
Stores using multiple sales apps and integrations
Merchants who prioritize simplicity and broad customer satisfaction
💡 Recommended: This is the most popular choice and works well for 80% of merchants. It ensures no customer feels excluded from your loyalty program.
Online Store and Subscription Contract
This option rewards customers for online purchases and subscription renewals while excluding other channels.
What's included: Online store orders, draft orders, and subscription contract renewals.
What's excluded: POS orders, marketplace orders, and most third-party app orders.
Best for:
Subscription-based businesses (meal kits, beauty boxes, supplements)
Online-first brands that also offer subscriptions
Merchants using ReCharge, Bold Subscriptions, or similar apps
Businesses that want to reward recurring customers without including POS sales
Stores that process phone orders as draft orders
⚠️ Important: If you offer subscriptions, make sure to choose either this option or "All Orders" to ensure subscribers earn points on renewals.
Online Store
This option focuses exclusively on your website customers, rewarding only online store and draft order purchases.
What's included: Online store orders and draft orders only.
What's excluded: POS orders, subscription renewals, marketplace orders, and third-party app orders.
Best for:
Pure e-commerce businesses without physical locations
Merchants who want to drive traffic specifically to their website
Businesses that handle customer service orders through draft orders
Stores that want to differentiate online vs. offline customer experiences
Merchants who offer higher margins on direct website sales
⚠️ Note: This option excludes subscription renewals. If you offer subscriptions, consider "Online Store and Subscription Contract" instead.
POS
This option rewards only in-store purchases made through Shopify POS, creating an exclusive in-store loyalty experience.
What's included: Shopify POS orders only.
What's excluded: Online store orders, draft orders, subscriptions, and third-party orders.
Best for:
Retail stores that want to drive foot traffic and in-person visits
Businesses with both online and physical presence who want to incentivize store visits
Merchants offering exclusive in-store experiences or services
Stores where in-person sales have higher value (personal service, upselling opportunities)
Pop-up shops or event-based retail experiences
💡 Pro Tip: Consider offering bonus points for POS purchases while still rewarding online orders by using "All Orders" and creating separate earning rules with higher point values for in-store purchases.
Click Save to apply your channel selection.
Use Case Scenarios
Omnichannel Retailer
Business: Fashion retailer with online store, physical locations, and subscription box service
Recommendation: All Orders
Why: Creates a unified customer experience across all touchpoints, ensuring customers earn points whether they shop online, in-store, or through subscriptions. This builds stronger overall brand loyalty.
Subscription-First Business
Business: Monthly coffee subscription with occasional one-time online purchases
Recommendation: Online Store and Subscription Contract
Why: Rewards both subscription renewals and one-time purchases while maintaining focus on the core online business model.
Pure E-commerce
Business: Online-only electronics retailer with no physical presence
Recommendation: Online Store
Why: Focuses loyalty rewards on direct website sales, encouraging customers to shop directly rather than through third-party marketplaces.
Brick-and-Mortar Focus
Business: Local boutique with online store but wants to drive in-store traffic
Recommendation: POS
Why: Creates an exclusive in-store loyalty experience that incentivizes customers to visit the physical location for personal service and immediate gratification.
Advanced Configuration Strategies
Testing and Optimization
Start with "All Orders" for 30-60 days to establish baseline engagement, then experiment with more targeted approaches based on your customer behavior data and business goals.
Seasonal Adjustments
Consider changing your channel settings seasonally. For example, switch to "POS" during holiday shopping seasons to drive in-store traffic, then return to "All Orders" during slower periods.
Integration with Other Features
Your order channel settings work alongside other Rivo features:
VIP Tiers: Channel restrictions apply to both point earning and tier progression
Referral Programs: Referred customers must make qualifying orders through your selected channels
Email Campaigns: Point earning notifications will only trigger for orders from selected channels
Best Practices
Getting Started
New to loyalty programs? Start with "All Orders" to maximize customer inclusion and program adoption while you learn what works for your business.
Unsure about your strategy? Begin with the most inclusive option and narrow down based on performance data and customer feedback.
Business-Specific Recommendations
Multi-channel retailers: Use "All Orders" unless you have a specific strategic reason to exclude certain channels.
Subscription businesses: Always include subscription contracts in your selection to reward recurring customers.
Physical retailers: Consider whether you want to drive in-store traffic (use "POS") or create a unified experience (use "All Orders").
Online-first brands: "Online Store" works well if you want to focus loyalty spending on direct sales.
Customer Communication
Clearly communicate to customers which purchases earn points to avoid confusion and disappointment.
If you exclude certain channels, consider explaining the reasoning (e.g., "Earn points on direct purchases to support our small business").
Update your loyalty program terms and conditions to reflect your channel selections.
Monitoring and Adjustment
Review your loyalty program analytics regularly to ensure your channel strategy aligns with business goals.
Monitor customer feedback and support inquiries related to point earning to identify potential issues.
Be prepared to adjust your strategy based on seasonal trends, business changes, or customer behavior shifts.
Troubleshooting
Common Issues and Solutions
Customers Not Earning Points
Possible causes:
Order was placed through an excluded channel
"Place an order" earning rule is disabled
Order doesn't meet other earning rule criteria (minimum spend, excluded products, etc.)
Solution: Check your channel settings and verify all earning rule configurations are correct.
Subscription Customers Not Earning Points
Cause: "Online Store" is selected instead of "Online Store and Subscription Contract"
Solution: Change to "Online Store and Subscription Contract" or "All Orders" to include subscription renewals.
In-Store Customers Confused About Points
Cause: Channel settings exclude POS orders but customers expect to earn points
Solution: Either change to "All Orders" or clearly communicate your in-store policy to customers and staff.
Verifying Your Settings
To confirm your order channel settings are working correctly:
Place a test order through each of your active sales channels
Check if points are awarded according to your channel selection
Review recent orders in your Rivo dashboard to see which ones triggered point earning
Frequently Asked Questions
Will changing my channel settings affect existing orders?
No, changes to order channel settings only apply to new orders placed after the change. Previously earned points will not be affected.
Are draft orders considered online store orders?
Yes, draft orders are included in both "Online Store" and "Online Store and Subscription Contract" options. This allows phone orders and custom orders processed by staff to earn points.
Can I reward different point amounts for different channels?
The order channel setting determines which orders are eligible for points, but all eligible orders earn the same amount based on your earning rules. To offer different point amounts by channel, you would need to use "All Orders" and create separate earning rules with different point values.
What about orders from third-party apps and marketplaces?
Third-party app orders are only included in the "All Orders" option. If you select any other option, orders from marketplaces, social commerce apps, or other integrations will not earn points.
How often can I change my channel settings?
You can change your channel settings as often as needed. However, frequent changes may confuse customers, so it's best to establish a strategy and stick with it for at least a few months to evaluate effectiveness.
Will customers be notified when I change channel settings?
Customers are not automatically notified of channel setting changes. We recommend communicating any significant changes through your regular customer communication channels (email, social media, website announcements).
📝 Important: Changes to your order channel settings will only affect new orders going forward. Previous orders and already-earned points will not be affected by setting changes.