Until now, everything your club sent its members lived inside the Loyalty Club app: message campaigns, customer alerts and push notifications. None of it reached the customer who joined at your counter and never installed the app.
Club emails change that. They are a set of emails your club sends automatically, in your name, to the member's own inbox — whether or not they ever open the app. You will find them in the Message Centre, on the Emails tab.
The five emails
| When it goes | Who gets it | |
|---|---|---|
| Welcome | Once, when someone joins your club — at the till, by scanning your QR code, or when you add them yourself | Everyone who joins. It confirms something they have just done. |
| Reward ready | When a member fills a card and can claim their reward | Members who said yes to your offers |
| Milestone | A thank-you at visit counts you choose — 10, 25, 50, 100, 250 and 500 are suggested | Members who said yes |
| Dates they told you about | A few days before a date a member asked you to remember — a birthday, an anniversary | Members who said yes |
| Review request | After a reward or a set number of visits, on the terms set in Review Growth → Review Setup | Members who said yes |
"Said yes" means the question the app asks the moment someone joins your club — "Want offers from Harbour & Hearth Coffee?", with your name in it. It is the same permission that already governs your push notifications.
Each email has its own design, and it is yours to change: see Designing a club email.
All five start switched off
Nothing sends with a template you have never read. Each row on the Emails tab has its own switch, and the tab shows how many are on — "2 of 5 on". When a switch is off, nothing is sent and nothing is queued.
Turn each one on once its design says what you want it to say, and after you have sent yourself a test. The review request's switch appears in two places: its row here, and the Email channel in Review Setup. They are the same switch — flip either and the other follows.
What a member sees
- Your name first. The email arrives from "Your business via Loyalty Club", so it is recognised. Replies come to you, not to us.
- Your design. Your logo, your colours, your photos and your words.
- Their own details. Their first name, their live stamp balance and their own QR code — so the email works as their loyalty card at the till.
- The parts we keep fixed. The header and the footer: who sent it, why they are getting it, and how to unsubscribe. Every email carries them and they cannot be removed.
Who receives them — and what stops them
- The welcome goes to everyone who joins, because it confirms the join itself. It still carries an unsubscribe link.
- The other four wait for a yes. Reward ready, milestone, dates and review request go only to members who said yes to your offers.
- Unsubscribing stops your club only. A member who uses the link in the footer stops getting your emails. Their card, their stamps and your in-app messages are unaffected, and their other clubs carry on as before.
- A spam complaint stops your club too. If a member reports one of your emails as spam, your club stops emailing them.
- A dead address stops everywhere. If an address bounces as undeliverable, every club on Loyalty Club stops writing to it.
What happens when someone joins
- 01They join your club
At the till, by scanning your QR code, or when you add them yourself.
- 02We wait about five minutes
Long enough that someone who joins two of your campaigns in one visit gets one welcome, not two — and someone who joins and immediately leaves gets none.
- 03We check it should still send
You have this email switched on; the member has an email address; they have not unsubscribed from your club; their address has not bounced. For every email except the welcome, they also said yes to your offers.
- 04We record it, then build it for that one member
The send is recorded first, so the same moment can never email them twice. Then your saved design is filled in with their name, balance and QR code, and sent from "Your business via Loyalty Club".
- 05It lands in their inbox
Whether or not they ever install the app. The email's row on your Emails tab counts one more sent.
Reward ready, milestone and date emails follow exactly the same path. The only differences are what starts them — a full card, a visit count, a date coming up — and that they wait for the member's yes.
Where to go next
- Designing a club email — the editor, block by block.
- Asking your members questions — the questions that make your emails personal.
- Birthday and anniversary emails — the dates email, in three steps.
- Sending a message campaign by email — one-off messages, by email as well as in the app.
- Asking for Google reviews by email — the review request and its star rating.
- A member didn’t get my club email — the checks, in order.
What it does not do yet
- Opens and clicks. The Emails tab counts how many of each email have been sent. It does not show opens or clicks.
- Your own sending domain. Emails go out from Loyalty Club's sending address, "via" your business name. Replies still come to you.
- A list of members' answers. Your questions do their work automatically — a date a member gives you times your reminder email — but no screen in the portal lists what members answered.
- Reward ready from referral bonus stamps. A card completed by referral bonus stamps does not send the reward-ready email.
In one sentence
Five automatic emails — welcome, reward ready, milestone, dates and review request — go to your members' inboxes in your name, each switched on by you, and all but the welcome only to members who said yes to your offers.