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Case Study

WooCommerce Loyalty Program: Custom Build & Fixes

See how wpFixBuild built a custom WooCommerce Loyalty Program, fixed SMTP and coupon conflicts, and boosted retention with automated rewards.

🏷️ SMTP🏷️ WooCommerce🏷️ WooCommerce Loyalty Program

What We Found and How We Fixed It

Client Background

Client Website: https://frenchdeli.com.au

French Deli is an Australian eCommerce brand offering curated French groceries, gifting items, and deli products. The site targets Australian food lovers, gift buyers, and repeat shoppers who value authentic imports and reliable delivery. The store’s primary goals are repeat purchases, higher average order values, and strong brand loyalty.

Who they are

  • Premium online grocer and deli focused on French specialties

  • Serves nationwide customers in Australia with curated selections

What they do

  • WooCommerce storefront with emphasis on repeat purchases

  • Rewards-focused strategy to drive WooCommerce Loyalty Program engagement

From the initial chat, the client wanted customers to earn points automatically for multiple actions: purchases, website product reviews, Google review submission, Instagram follow, Facebook follow, newsletter signup, and birthday rewards. The site also needed professional email deliverability so order and account notifications wouldn’t land in spam. We confirmed that SMTP configuration, cart/checkout display of points, accurate voucher math, and a branded floating rewards button were non-negotiable requirements.

Why We Started This Project

The client referenced a competitor experience (FrenchWink) and asked for the same bottom-left floating rewards button and, beyond that, a complete loyalty engine. In short, they didn’t want a superficial “icon with animation.” They wanted a WooCommerce Loyalty Program that actually moves revenue: automatic rules, precise math, reliable vouchers, social and review actions, and admin oversight.

Business Impact

Without a robust reward system:

  • No incentives for second purchase behavior

  • Lost word-of-mouth momentum from reviews and social follows

  • Weaker customer retention compared to competitors offering points

  • Unclear communication at checkout about point balances and redemption

  • Manual processes that don’t scale

Key pain points and timeline pressure

  • The client needed fast execution and clear pricing as additional jobs were queued behind this one.

  • They required visible proof of progress (videos, screenshots) and precise placement of UI (same vertical level as the chatbot, brand color red, button position persistent on mobile/desktop).

  • Currency fidelity mattered. The store operates in AUD, so points-to-currency math and coupon amounts had to match AUD values exactly.

  • Email reliability was critical to support all transactional flows. We implemented SMTP so password resets, order confirmations, and forms would deliver consistently.

Attempts/blockers noted in chat

  • Third-party loyalty plugins were explored but limited (e.g., social actions, birthday automation, and Google review verification are typically not supported end-to-end).

  • The client briefly used WPLoyalty, which later caused coupon conflicts.

  • The store had general maintenance debt (outdated core, plugins, and theme) increasing the risk of instability.

Why wpFixBuild
The client wanted an expert-built WooCommerce Loyalty Program tuned to their exact ruleset, plus stable SMTP, checkout integration, and an admin-side dashboard to manually adjust points when needed. We committed to fast iteration, live fixes, and clear handover materials.

Technical Challenges

The technical landscape included WooCommerce, previously installed loyalty components, and a live store with real orders. Our challenge was to deliver a WooCommerce Loyalty Program that was flexible, brand-consistent, and safe under traffic.

Performance

  • Potential front-end bloat from multiple loyalty scripts competing for the same hooks

  • Need for a floating badge that doesn’t jank scroll or collide with the chatbot widget

  • Checkout/cart UI had to be performant and display current point balance without blocking renders

Stability

  • Overlap between WPLoyalty and custom logic produced coupon anomalies, including a customer receiving a coupon value far exceeding the intended redemption amount

  • Logout friction was observed and promptly fixed

  • Button theming and placement requirements (change to red, align with chatbot) needed to be stable across responsive breakpoints

Commerce

  • Precise points math and conversion to vouchers were mandatory (e.g., 500 points = 5 AUD)

  • Redeemed coupons required unique and traceable prefixes to prevent confusion and ensure auditability

  • Points sources included purchases, on-site product reviews (later reduced to 50 points at client request), Google reviews, Instagram follow, Facebook follow, newsletter signup via footer and Klaviyo popup, and birthday rewards

Security

  • Outdated WordPress core, plugins, and theme increased risk; we documented a maintenance plan and pricing for safe updates and regression testing

  • SMTP needed to be configured for authenticated, reliable mail delivery to support resets, order status, and contact forms

Business constraints

  • The client wanted visible, controllable admin tooling to add or subtract points and to review history by user

  • Currency fidelity in AUD across all coupon generation and displays

  • Clear prefixing of programmatic coupons to distinguish them from any plugin-generated codes

Diagnostic Workflow

To restore trust and predictability, we mapped the store’s loyalty flows end-to-end and then isolated conflicts.

Tools and artifacts

  • WooCommerce logs and order meta inspection

  • Admin coupon lists filtered by user and prefix

  • Front-end tracing of click paths for the floating button and redemption UI

  • SMTP verification via password reset and contact form tests

  • Klaviyo popup event mapping and footer signup events

Hypotheses tested

  1. Coupon miscalculations stem from a third-party plugin generating codes with its own rules.

  2. Front-end placement and styling issues cause user confusion, not logic failure.

  3. Signup-based rewards fire only when a store account exists and an email is verified.

  4. Birthday rewards can be made truly automatic with a DOB field stored in user meta plus a scheduled task.

Key Findings

  • WPLoyalty was still active and generated a coupon with the “wlr-” prefix that didn’t match the intended redemption math. Our custom system intentionally prefixes all reward coupons as audreward-{username}-{token} for traceability.

  • Logout error reproduced and fixed.

  • Currency setting confirmed as AUD; math and display updated to ensure points translate to dollar discounts consistently.

  • SMTP was not fully configured before engagement. We integrated SMTP with Google Mail so all transactional and admin emails deliver reliably.

  • Klaviyo popup needed general capture logic mapped to on-site users; footer signup was integrated first, then the popup path was wired so eligible subscribers with accounts receive points once.

  • Product review reward points were reduced from 500 to 50 at the client’s request to avoid runaway accrual.

By removing the plugin conflict, tightening coupon generation, and instrumenting every trigger, the WooCommerce Loyalty Program became predictable, auditable, and safe to scale.

Solution

We delivered the program in staged steps, validating each milestone with the client through screenshots and videos.

  1. Initial Stabilization

    • Deactivated conflicting loyalty components (WPLoyalty) and confirmed the source of the “wlr-” coupons.

    • Fixed logout issue and aligned the floating rewards button visually with the chatbot level. Updated color to brand red.

    • Confirmed AUD currency settings across carts, checkout, and coupon math.

    • Configured SMTP end-to-end so password resets, order emails, and contact form messages deliver consistently.

  2. Code/Plugin Remediation

    • Wrote custom PHP to control points accrual rules:

      • Purchases: dollar-to-points ratio

      • On-site product review: reduced to 50 points

      • Instagram follow: 300 points

      • Facebook follow: 300 points

      • Newsletter signup (footer + Klaviyo popup): 500 points, one-time per user

      • Birthday reward: 500 points via stored DOB + scheduled award

      • Google review: verified path and one-time reward

    • Implemented coupon creation with strict prefixing: audreward-{username}-{token} and exact AUD amounts matching redemption.

    • Removed dependency on third-party plugin behavior for critical math.

  3. Performance Optimization

    • Implemented lightweight front-end JS for the floating widget to avoid layout shifts and maintain z-index discipline with the chatbot.

    • Cached user point balances for cart/checkout display to avoid blocking renders.

    • Ensured minimal CSS/JS footprint so the badge is smooth on mobile.

  4. QA and Regression Testing

    • End-to-end tests for each action: purchase, review, social follows, newsletter, DOB, and Google review.

    • Verified SMTP delivery by sending password reset and contact form test messages.

    • Confirmed coupon amounts match redeemed points and apply only to the eligible user.

  5. Admin Dashboard + Safeguards

    • Built a custom WordPress admin page to:

      • View users, emails, and current points

      • Manually add/subtract points with history logs (admin, timestamp, delta)

      • Restrict access to admins only

    • Documented a maintenance plan for WordPress core, theme, and plugin updates.

The solution delivers a fully custom WooCommerce Loyalty Program with precise math, safe coupon generation, and operational tooling the store can trust.

Results

Operational Outcomes

  • Accurate points accrual and redemption across all actions

  • Coupons generated with auditable prefixes and correct AUD values

  • SMTP fully operational, evidenced by successful password reset and contact form emails

  • Floating rewards button aligned with chatbot, branded in red, stable on mobile/desktop

Customer Experience Wins

  • Clear visibility of points on cart/checkout encourages redemption, raising perceived order value

  • Birthday and signup rewards create delightful “surprise and delight” moments

  • Social and Google review incentives support organic reach and reputation

Risk Reduction

  • Removal of conflicting WPLoyalty behavior eliminated unexpected high-value coupons

  • Admin dashboard provides manual control and a complete change history

  • Maintenance guidance reduces the risk of future instability

Business Impact (early indicators)

  • Voucher redemption working as intended, with real customers successfully redeeming the correct amounts

  • Increased engagement via multiple earning paths (purchases, reviews, social follows, newsletter, birthdays)

  • Stronger retention foundation for repeat purchases and higher LTV driven by a dependable WooCommerce Loyalty Program

Want results like this? Contact wpFixBuild today and get a free audit

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reward system WooCommerce, WooCommerce points and rewards, WordPress custom rewards, WooCommerce customer retention, loyalty voucher WooCommerce
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