Sopoints Merchant Portal — Complete Guide

Welcome to the official Sopoints Merchant Portal documentation. This guide covers every feature available to you as a merchant, from initial setup to advanced integrations. Use the Table of Contents below to jump to any section.

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Table of Contents

1. Getting Started
2. Dashboard Overview
3. Customer Management
4. Points & Rewards
5. Campaigns
6. Pool Account & Settlements
7. Locations
8. Staff Management
9. Analytics & Reports
10. Billing & Subscriptions
11. Integrations (POS, NFC, API, Apple/Google Wallet)
12. Notifications & Uploads
13. Settings
14. Casino & Sponsorships
15. Security Best Practices
16. Frequently Asked Questions (FAQ)
17. Troubleshooting
18. Glossary
19. Contact & Support

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1. Getting Started

1.1 Creating Your Merchant Account

1. Visit merchant.sopoints.com/register.
2. Enter your business name, email, phone number, and create a password.
3. Verify your email address by clicking the confirmation link sent to your inbox.
4. Complete the onboarding wizard that appears on first login (business category, address, logo upload).

1.2 Onboarding Wizard

After registration, the Onboarding Overlay guides you through essential setup steps:

• Step 1 — Business Profile: Business name, category, description, address, and logo.
• Step 2 — First Location: Add at least one store location so customers can discover you.
• Step 3 — Points Configuration: Set your Points Per Dollar earn rate and expiry months.
• Step 4 — Pool Account: Fund your settlement pool so customers can redeem points at your store.
• Step 5 — API Key: Generate your first POS Scanner API key for earning/redeeming at the counter.
• Step 6 — Billing Plan: Choose a subscription plan that fits your business size.

You can revisit each of these at any time from the relevant dashboard page.

1.3 System Requirements

• Modern web browser (Chrome, Firefox, Safari, Edge — latest two versions).
• Internet connection.
• For QR scanning: device with a camera (phone, tablet, or laptop).
• For NFC Tap-to-Earn: compatible NFC device/sticker.

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2. Dashboard Overview

2.1 Key Metrics

Your Dashboard page (/dashboard) provides an at-a-glance view of your loyalty program performance:

• Total Customers — Number of unique customers who have earned or redeemed points at your store, along with growth percentage.
• Total Transactions — Combined earn and redeem transaction count with period-over-period growth.
• Points Issued — Total SP/LWP (Sopoints Points) you have issued to customers.
• Pool Balance — Current balance of your settlement pool account in CAD.

2.2 Trend Chart

A line chart shows your points-issued trend over the last 30 days, helping you spot promotional spikes and seasonal patterns.

2.3 Usage Warning Banner

If you are approaching your plan limits (locations, monthly points, staff accounts), a warning banner appears at the top of the dashboard with a link to upgrade.

2.4 Navigation Sidebar

The left sidebar gives quick access to every section. Items are shown or hidden based on your staff role and permissions. The sidebar collapses on mobile into a hamburger menu.

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3. Customer Management

3.1 Customers List

Navigate to Customers from the sidebar. This page shows every customer who has interacted with your business:

• Name & Avatar — Customer identity.
• Balance (Your Store) — Points the customer has earned specifically at your business.
• Earned (Your Store) — Total points earned from your business.
• Redeemed (Your Store) — Total points redeemed at your business.
• Last Visit — Date of the customer's last transaction.

Use the Search bar to find customers by name or email. Results are paginated for performance.

3.2 Customer Lookup & Earn/Redeem

The Customer Lookup page (/customers/lookup) is your front-counter tool. It supports three customer identification methods:

• Search — Type a customer's name, email, or phone number.
• QR Code Scan — Use your device camera to scan the customer's QR code from the Sopoints app.

Once a customer is found you can see:

• Total points balance (universal + your store).
• Available points for redemption at your store.
• Lifetime earned and redeemed stats.

Earning Points: Enter the purchase amount, and the system calculates SP based on your configured Points Per Dollar rate. Click Earn Points to credit the customer.

Redeeming Points: Switch to the Redeem tab, enter the number of SP to redeem (or select a Reward), and confirm. The equivalent CAD discount is applied to the bill.

3.3 Import Customers

Migrate existing customers from another loyalty program using Import Customers (/import-customers).

How to Import

1. Download the CSV template from the Import page.
2. Fill in columns: email (or phone), firstName, lastName, points (optional starting balance).
3. Upload the CSV file.
4. Review the Preview: total rows, valid rows, invalid rows, total points, pool funding required.
5. If your pool balance is sufficient, click Confirm Import.
6. Track import progress in the Import History tab — statuses: PROCESSING → COMPLETED / PARTIAL / FAILED.

Note: Imported points are deducted from your pool account at the current point value.

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4. Points & Rewards

4.1 Understanding SP (Sopoints Points)

• Standard Value: 1 SP = $0.01 CAD (configurable by platform).
• Earn Rate: You configure how many SP a customer earns per $1 CAD spent at your store (e.g., 10 LWP per $1).
• Universal vs. Merchant-Specific: If you are enrolled in the Universal Pool, your points can be redeemed at any participating merchant. Otherwise, they are locked to your store.
• Expiry: Points can be configured to expire after a set number of months (e.g., 12 months). Expired points are automatically deducted.

4.2 Rewards Catalog

Navigate to Rewards (/rewards) to create and manage redeemable rewards:

Reward Types

• Percentage Discount — e.g., 15% off next purchase.
• Fixed Discount — e.g., $5 off.
• Free Item — e.g., Free medium coffee.
• Cashback — SP credited back to the customer.

Creating a Reward

1. Click Add Reward.
2. Fill in Name, Description, Type, SP Required, Discount Value / Free Item Name.
3. Optionally set Max Redemptions, Per-Customer Limit, Valid From / Until dates.
4. Toggle Universal to allow customers from any merchant to redeem it.
5. Add Terms & Conditions and an image if desired.
6. Click Save.

You can edit, delete, or deactivate rewards at any time. The Current Redemptions counter shows how many times each reward has been used.

4.3 Transactions History

Navigate to Transactions (/transactions) to view a complete ledger of all point activity at your store:

• Filter by type: All, Earn, or Redeem.
• Search by customer name, transaction ID, or description.
• Click any transaction to view details: timestamp, customer, SP amount, CAD value, status, and description.
• Summary stats at the top show total earned, total redeemed, and net SP for the current view.

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5. Campaigns

5.1 Campaign Types

• Multiplier — Multiply the base earn rate (e.g., 2x points during happy hour).
• Bonus — Award extra bonus SP on top of normal earnings (e.g., +100 SP bonus).
• Discount — Special redemption discounts for the campaign period.

5.2 Creating a Campaign

1. Go to Campaigns (/campaigns) and click Add Campaign.
2. Enter a Name and optional Description.
3. Select the Type (Multiplier, Bonus, or Discount).
4. Set the Multiplier value or Bonus Points amount based on campaign type.
5. Choose Start Date and End Date.
6. Optionally enable Geofencing: set latitude, longitude, and radius to restrict the campaign to a geographic area.
7. Click Save.

5.3 Managing Campaigns

• Status Badges: DRAFT (not yet active), ACTIVE (running), PAUSED (temporarily stopped), ENDED (completed).
• Pause / Resume: Toggle a running campaign without deleting it.
• Edit: Change name, dates, or multiplier values.
• Delete: Permanently remove a campaign (with confirmation).

5.4 Geofencing

When geofencing is enabled, the campaign multiplier or bonus only applies when the customer is within the specified radius of the location coordinates. This is ideal for foot-traffic campaigns like "Double Points This Weekend — In-Store Only."

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6. Pool Account & Settlements

6.1 What Is the Pool Account?

Your Pool Account is a pre-funded settlement account that powers cross-merchant redemptions. When a customer earns points at your store and redeems them at another merchant, your pool balance is used to pay that merchant. Conversely, when customers from other merchants redeem points at your store, you receive funds from their pool.

6.2 Pool Account Dashboard

Navigate to Pool Account (/pool). You will see:

• Current Balance — Available funds in your pool.
• Pending Incoming — Funds being transferred to your pool.
• Pending Outgoing — Funds awaiting transfer out.
• Available Balance — Funds available for immediate use.
• Low Balance Alert — A warning appears if your balance drops below the configured threshold.

6.3 Funding Your Pool

• Manual Top-Up: Click Fund Pool, enter the amount, and pay via your saved payment method (Stripe).
• Auto-Deduct: Enable automatic replenishment when your balance drops below a threshold. Configure:
  • Threshold — Balance level that triggers auto-deduct.
  • Amount — How much to charge each time.

6.4 Withdrawals

If you have excess funds in your pool and have set up Stripe Connect (via Settings → Payouts), you can withdraw funds to your bank account. Click Withdraw Funds, enter the amount, and confirm.

6.5 Transaction History

The pool page includes a filterable transaction log showing:

• Type: FUND (top-up), AUTO_DEDUCT, REDEMPTION_PAYOUT (cross-merchant), WITHDRAWAL, ADJUSTMENT.
• Amount, Description, Counterparty Merchant (for cross-merchant flows).
• Receipt URL — Download Stripe receipts for any payment-based transaction.
• Filter by date range or transaction type.

6.6 Settlement History

Navigate to Settlements (/settlements) for a monthly breakdown:

• Period — Start and end dates of the settlement window.
• Gross Earned / Redeemed — Total points activity.
• Cross-Merchant Earned / Redeemed — Points flowing between merchants.
• Net Amount — Your final settlement position (positive = you are owed, negative = you owe).
• Platform Fee — Sopoints processing fee (if applicable).
• Status: PENDING → PROCESSING → COMPLETED / FAILED.

Click any settlement row to view detailed breakdown. Year filter lets you browse historical settlements.

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7. Locations

7.1 Managing Store Locations

Navigate to Locations (/locations). Each location represents a physical storefront or branch.

7.2 Adding a Location

1. Click Add Location.
2. Enter: Name, Address, City, State/Province, Postal Code, Country, Phone.
3. Optionally enter Latitude / Longitude for geolocation-based features.
4. Click Save.

Your subscription plan determines the maximum number of locations (1 for Starter, 10 for Growth, Unlimited for Enterprise).

7.3 Location QR Codes

Each location automatically gets a unique QR Code. Click the QR icon on any location card to:

• View the QR code.
• Download it as an image for printing and displaying at your counter.
• Customers scan this code to check in, earn points, or open your merchant page.

7.4 Activating / Deactivating Locations

Toggle the Active switch to temporarily disable a location (e.g., for renovations). Deactivated locations do not appear to customers.

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8. Staff Management

8.1 Staff Roles

• Manager — Full access to all dashboard features.
• Staff — General access with configurable permissions.
• Cashier — Limited access, primarily earn/redeem operations.

8.2 Permissions

Each staff member can be granted fine-grained permissions:

• canEarnPoints — Allow awarding points to customers.
• canRedeemPoints — Allow processing redemptions.
• canViewReports — Access analytics and dashboard.
• canManageRewards — Create/edit rewards and campaigns.
• canManageSettings — Modify business settings, locations, NFC devices.
• canManageStaff — Add/edit/remove staff members.
• canManagePool — View and manage the pool account.
• canManageApiKeys — Generate and revoke API keys.

8.3 Adding Staff

1. Go to Staff (/staff) and click Add Staff.
2. Enter the staff member's email address.
3. Select a Role (Manager / Staff / Cashier).
4. Toggle individual Permissions.
5. Optionally assign them to specific Locations.
6. Click Save.

The staff member will receive an invitation email with instructions to log in.

8.4 Managing Staff

• Edit: Change role, permissions, or location assignments.
• Deactivate: Revoke access without deleting the account.
• Filter: View all staff, active only, or inactive only.

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9. Analytics & Reports

9.1 Analytics Dashboard

Navigate to Analytics (/analytics) for deep performance insights. Select a time range (week, month, quarter, year).

9.2 Key Metrics

• Total Customers — Unique customers with growth percentage.
• Points Issued — Total SP awarded with trend.
• Points Redeemed — Total SP redeemed with trend.
• Avg Transaction Value — Average purchase amount.
• Pool Balance — Current settlement pool status.
• Net Point Liability — Outstanding unredeemed points value.

9.3 Daily Stats Chart

An interactive chart showing daily earned vs. redeemed points and unique customer counts.

9.4 Top Rewards

A ranked list of your most-redeemed rewards with redemption count and percentage share.

9.5 Recent Transactions

Latest transactions feed for quick monitoring.

9.6 Repeat Customer Analysis

Understand customer loyalty depth — see how many customers return 2+, 5+, or 10+ times.

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10. Billing & Subscriptions

10.1 Subscription Plans

Sopoints offers tiered plans to match your business needs:

• Starter — 1 location, basic analytics, up to 10,000 points/month.
• Growth — Up to 10 locations, advanced analytics, campaign management, up to 50,000 points/month.
• Professional — Unlimited locations, full analytics, API access, up to 250,000 points/month.
• Enterprise — Custom pricing, dedicated account manager, SLA guarantees, white-label options.

10.2 Billing Page

Navigate to Billing (/billing) to:

• View your current plan, renewal date, and monthly cost.
• See feature comparisons across all plans.
• Upgrade or downgrade your subscription.
• Apply coupon/promo codes for discounts.
• View and download past invoices.
• Manage your payment method (credit/debit card via Stripe).

10.3 Transaction Fees

Depending on your plan, a transaction fee (0%–5%) may apply on point redemptions. Enterprise plans have no transaction fees.

10.4 Coupons & Promo Codes

Enter a coupon code in the Billing page to receive discounts on your subscription. Codes may provide percentage or fixed-amount discounts for a limited duration.

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11. Integrations

11.1 POS Scanner (QR Code)

The built-in Scanner page (/scanner) turns any device with a camera into a point-of-sale scanner:

1. Enter your API Key (generated from the API Keys page).
2. Select your Location.
3. Scan the customer's QR code.
4. Enter the purchase amount to earn points, or select a reward to redeem.

The scanner page works on phones, tablets, and laptops — ideal for counter staff.

11.2 POS Integrations

Navigate to POS Integrations (/pos-integrations) to connect third-party POS systems:

• Square — Automatically award points when customers pay via Square.
• Clover — Integrate with Clover POS for seamless loyalty tracking.
• Toast — Restaurant-focused POS integration.
• Shopify — Award points on both in-store and online Shopify purchases.

Connecting a POS Provider

1. Click Connect on your POS provider card.
2. You will be redirected to the provider's OAuth page to authorize Sopoints.
3. After authorization, you are returned to the dashboard. The connection status changes to Active.
4. Configure sync settings (auto-earn on payment, transaction threshold, etc.).

You can disconnect at any time. Connection statuses: ACTIVE, ERROR, DISCONNECTED, PENDING, EXPIRED.

11.3 NFC Tap-to-Earn

Navigate to NFC Devices (/nfc-devices) to manage contactless tap-to-earn devices and stickers:

• Register a Device: Click Add Device, enter a name, unique Device ID, assign to a location, and set points per tap.
• Activate / Pause: Toggle device status.
• Tap URL: Each device gets a unique URL. Program NFC stickers/cards with this URL. When a customer taps, they automatically earn points.
• Stats: View total taps and total points issued per device.

11.4 API Keys

Navigate to API Keys (/api-keys) to generate keys for programmatic access:

• Create Key: Name your key, optionally assign it to a specific location and set an expiry date.
• Copy Key: The full API key is shown only once at creation — copy and store it securely.
• Revoke Key: Permanently disable a key (with an optional reason).
• Usage Stats: View last used date, IP address, and total usage count.

API keys authenticate POS Scanner requests, external integrations, and custom applications.

11.5 Apple & Google Wallet

Sopoints supports Apple Wallet and Google Wallet passes for your customers. Passes are automatically updated when points are earned or redeemed.

11.6 Apple VAS (Value Added Services) Setup

Navigate to VAS Setup Guide (/vas-setup-guide) for step-by-step instructions to enable Apple VAS tap-to-earn at your locations using compatible NFC readers.

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12. Notifications & Uploads

12.1 Notifications

Navigate to Notifications (/notifications) to view system and business alerts:

• Types: Payment notifications, points alerts, system updates, referral notifications.
• Actions: Mark as read, mark all as read, delete individual notifications.
• Notifications are also delivered by email and push (configurable in Settings).

12.2 File Uploads

Navigate to Uploads (/uploads) to manage all files associated with your merchant account:

• Upload Types: Logo, Receipt, Document, Reward Image, Campaign Image, Other.
• Actions: Upload new files, view/preview images, download, delete.
• Filter by file type. Each file shows name, type, size, and upload date.

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13. Settings

13.1 Business Profile Tab

Update your store details: Business Name, Category, Description, Address, Phone, and Logo.

13.2 Points Configuration Tab

• Points Per Dollar: How many SP a customer earns for every $1 CAD spent (e.g., 10 SP per $1).
• Point Expiry Months: Number of months before earned points expire (e.g., 12 months). Set to 0 for no expiry.
• The current platform-wide point value (e.g., 1 SP = $0.20 CAD) is displayed for reference.

13.3 Universal Pool Tab

Control your participation in the universal loyalty network:

• Issue Universal SP: When enabled, points you issue can be redeemed at any participating merchant.
• Accept Universal SP: When enabled, you accept points earned at other merchants for redemption at your store.
• Prerequisites: To enable universal pool, you must have a funded pool account and a saved payment method.

13.4 Apple VAS Tab

Enable or configure Apple Value Added Services for tap-to-earn functionality at your locations.

13.5 Payout Settings

Navigate to Settings → Payouts (/settings/payouts) to set up Stripe Connect for receiving pool withdrawals:

1. Click Set Up Payout Account.
2. You will be redirected to Stripe to provide business and banking information.
3. Once complete, your payout status shows: Details Submitted, Charges Enabled, Payouts Enabled.
4. If additional information is required, outstanding requirements are listed.

13.6 Security Tab

• Two-Factor Authentication (2FA): Enable TOTP-based 2FA for enhanced account security. Scan the QR code with an authenticator app (Google Authenticator, Authy).
• Change Password: Update your login password (requires current password).
• Active Sessions: View how many active login sessions you have.

13.7 Notification Preferences Tab

Toggle which notifications you receive:

• Email notifications (on/off).
• Transaction alerts (new earn/redeem activity).
• Low balance alerts (pool account warnings).
• Weekly performance reports.
• Marketing updates from Sopoints.
• Settlement notifications.

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14. Casino & Sponsorships

14.1 Overview

Sopoints features a Casino & Prize Games system where customers spend SP to play games and win prizes. As a merchant, you can sponsor prizes to drive foot traffic to your store. You need to request access from Sopoints to access Casino.

14.2 Casino Analytics

Navigate to Casino Analytics (/casino-analytics) to view performance metrics of your sponsorships: impressions, wins, redemptions, and ROI.

14.3 Casino Sponsorships

Navigate to Casino Sponsorships (/casino-sponsorships) to create and manage sponsored prizes:

Prize Types

• Discount Code — Percentage discount at your store.
• SP Cashback — Bonus points for winners.
• Gift Card — Store gift card or voucher.
• Free Item — Free product or service.
• Custom Prize — Any custom reward.

Creating a Sponsorship

1. Click Create Sponsorship.
2. Select a Prize Type.
3. Enter Title, Description, and optional Image URL.
4. Set your Total Budget (CAD) — funds deducted each time a customer wins your prize.
5. Configure: Discount %, Cashback SP, Cash Value, Minimum Purchase Amount, Valid Days, Max Redemptions.
6. Submit for Admin Approval (status starts as PENDING_REVIEW).

Once approved, your prize enters the game rotation. Track metrics: impressions, wins, redemptions, foot traffic, click-through rate, conversion rate, and ROI.

14.4 Prize Inventory

Navigate to Prize Inventory (/casino-inventory) to manage physical prize stock if applicable.

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15. Security Best Practices

• Enable 2FA: Always enable Two-Factor Authentication on your merchant account (Settings → Security).
• Use Strong Passwords: At least 12 characters with a mix of uppercase, lowercase, numbers, and symbols.
• Limit Staff Permissions: Give staff only the permissions they need (principle of least privilege).
• Rotate API Keys: Periodically revoke and regenerate API keys, especially if staff leaves.
• Monitor Transactions: Regularly review the Transactions page for unusual activity.
• Keep Pool Funded: Maintain sufficient pool balance to avoid redemption failures.
• Review Staff Accounts: Deactivate staff who no longer work at your business.
• Watch for Fraud Alerts: The system flags suspicious transactions with risk scores. Investigate any flagged activity.
• Secure NFC Devices: Ensure NFC stickers/cards are placed in secure, visible locations to prevent unauthorized taps.

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16. Frequently Asked Questions (FAQ)

General

Q: What is Sopoints?

A: Sopoints is a universal loyalty platform. Customers earn Sopoints Points (SP) at any participating merchant and can redeem them at any other participating merchant in the coalition.

Q: How much is 1 SP worth?

A: The standard value is $0.01 CAD per SP. This is set by the platform and applies universally across all merchants.

Q: Can I set my own point value?

A: No. The point value is standardized across the platform to maintain fairness. However, you can control your earn rate (how many SP per $1 spent) to adjust the effective rewards percentage.

Q: What happens if I don't join the Universal Pool?

A: Points you issue will only be redeemable at your own store. You won't receive cross-merchant traffic, and customers can only use their points earned from you at your location.

Pool Account & Settlements

Q: Why do I need a Pool Account?

A: The Pool Account is the financial backbone of cross-merchant redemptions. When a customer earns points at your store and redeems them elsewhere, the funds to pay the redeeming merchant come from your pool. Without a funded pool, cross-merchant redemptions cannot be processed.

Q: How much should I fund my pool?

A: As a rule of thumb, fund your pool with the estimated CAD value of points you expect to issue per month. For example, if you issue 10,000 SP/month and 1 SP = $0.01 CAD, fund with approximately $1,000/month. Enable auto-deduct to avoid running out.

Q: What happens if my pool balance runs out?

A: If your pool balance is insufficient during a cross-merchant redemption, the system creates a PendingSettlement record and retries automatically. However, repeated failures may affect your merchant standing. Enable auto-deduct to prevent this.

Q: Can I withdraw money from my pool?

A: Yes. Set up Stripe Connect in Settings → Payouts, then use the Withdraw button on the Pool Account page. Withdrawals are processed within 5-7 business days.

Q: How does settlement work?

A: Each month, the platform calculates your net position: points you issued that were redeemed elsewhere (you owe) vs. points from other merchants redeemed at your store (you are owed). Real-time pool deductions handle most of this automatically; the monthly settlement is a reconciliation step.

Points & Rewards

Q: Can customers earn points without making a purchase?

A: Yes. You can manually award bonus points through the Customer Lookup page or via campaigns. The platform also awards points for achievements, referrals, birthdays, and welcome bonuses (funded by the Platform Pool, not your merchant pool).

Q: What is the difference between Universal and Merchant-Specific points?

A: Universal SP can be earned and redeemed at any participating merchant. Merchant-Specific SP can only be redeemed at the merchant that issued them. You choose this in Settings → Universal Pool.

Q: What happens when points expire?

A: Expired points are automatically deducted from the customer's wallet using FIFO (First In, First Out) order. The oldest points expire first. Customers receive notifications before expiry.

Q: Can I create custom rewards?

A: Yes. The Rewards page lets you create Percentage Discounts, Fixed Discounts, Free Items, and Cashback rewards with customizable SP requirements, limits, and validity periods.

Staff & Operations

Q: How many staff accounts can I have?

A: This depends on your subscription plan. Starter plans have limited staff slots, while Growth and higher plans allow more. Check the Billing page for your plan's limits.

Q: Can I restrict a staff member to a specific location?

A: Yes. When adding or editing staff, you can assign them to specific locations. They will only be able to perform operations at those locations.

Q: What is the Scanner page?

A: The Scanner (/scanner) is a standalone page that works as a point-of-sale terminal. Staff enter an API key, select a location, and then scan customer QR codes to earn or redeem points. It does not require logging in to the full dashboard.

Billing & Plans

Q: Can I change my plan at any time?

A: Yes. Upgrades take effect immediately (prorated). Downgrades take effect at the start of the next billing cycle.

Q: What happens if my plan expires or I cancel?

A: Your account remains accessible in a read-only state. Customers can no longer earn or redeem points at your store until you renew. Existing points remain valid.

Q: Are there transaction fees?

A: Depending on your plan: Starter (5%), Growth (2.5%), Professional and Enterprise (0%). Fees apply to point redemption CAD values.

Technical / Integrations

Q: How do I integrate with my POS system?

A: Go to POS Integrations and click Connect for your POS provider (Square, Clover, Toast, or Shopify). Follow the OAuth flow to authorize. Once connected, points are automatically awarded when customers pay.

Q: My POS connection shows "Error" status. What do I do?

A: Click Reconnect on the integration card. If the issue persists, disconnect and reconnect the integration, or contact support@sopoints.com.

Q: How do NFC devices work?

A: Register an NFC device in the dashboard, program the NFC sticker or card with the provided Tap URL, and place it at your counter. When customers tap their phone on it, they automatically earn the configured points.

Q: Can I use the API to build custom integrations?

A: Yes. Generate an API key from the API Keys page. Use it to authenticate requests to the Sopoints API for custom earn/redeem flows, customer lookups, and more. Full API documentation is available upon request.

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17. Troubleshooting

17.1 Cannot log in

• Verify your email and password are correct.
• Check if your email is verified (look for a verification email in your inbox).
• If 2FA is enabled, ensure your authenticator app's time is synced.
• Try resetting your password via the "Forgot Password" link.

17.2 Points not appearing for customer

• Ensure the transaction was completed (check Transactions page).
• If using a POS integration, verify the connection status is ACTIVE.
• Check if the customer's wallet exists (new customers auto-create wallets on first transaction).
• Verify your subscription plan hasn't exceeded its monthly points limit.

17.3 Pool balance keeps decreasing unexpectedly

• Cross-merchant redemptions deduct from your pool — this is expected behavior.
• Check the Pool Transaction History for details on each deduction.
• If deductions seem incorrect, contact support with the transaction IDs.

17.4 Customer cannot redeem points at my store

• Ensure Accept Universal SP is enabled in Settings → Universal Pool.
• Check that the customer has a sufficient point balance.
• If you do not accept universal points, the customer can only redeem points they earned at your store.

17.5 Scanner not working

• Ensure the browser has camera permissions enabled.
• Try a different browser (Chrome recommended).
• Ensure the API key entered is valid and not revoked.
• Check your internet connection.

17.6 CSV import failing

• Ensure the CSV matches the required format (download the template first).
• Check for invalid email addresses or phone numbers in your data.
• Ensure your pool has sufficient funds for importing customers with initial balances.
• Check the Import History for detailed error messages per row.

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18. Glossary

Term	Definition
SP	Sopoints Points — the universal loyalty currency. Standard value: $0.20 CAD each.
Pool Account	A pre-funded CAD account used to settle cross-merchant point redemptions.
Cross-Merchant Redemption	When a customer redeems points at a different merchant from where they earned them.
Self-Redemption	When a customer redeems points at the same merchant where they earned them (no pool movement).
Settlement	Monthly reconciliation of cross-merchant point flows and financial positions.
Auto-Deduct	Automatic pool replenishment when balance drops below a configured threshold.
FIFO	First In, First Out — oldest points are redeemed (or expire) first.
Universal Pool	The shared settlement system enabling points to be used across all participating merchants.
Earn Rate	Number of SP awarded per $1 CAD spent (configured per merchant).
Point Expiry	The number of months after which unredeemed points are automatically forfeited.
API Key	Authentication token for programmatic access to Sopoints APIs (POS Scanner, custom integrations).
NFC Tap-to-Earn	Contactless point-earning via NFC stickers or cards at your store.
VAS	Value Added Services — Apple's protocol for NFC-based loyalty interactions.
Stripe Connect	Payment infrastructure enabling pool withdrawals / payouts to your bank account.
Campaign Multiplier	A promotional multiplier applied to the base earn rate during a campaign period.
Geofencing	Restricting a campaign to a geographic radius around a specific location.
POS	Point of Sale — your cash register or payment terminal system.
Casino Sponsorship	Merchant-funded prizes in the Sopoints prize game system to drive customer traffic.
Pending Settlement	A cross-merchant settlement that failed initially and is queued for automatic retry.

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19. Contact & Support

Merchant Support

• Email: support@sopoints.com

Technical Support

• Email: support@sopoints.com
• API Issues: support@sopoints.com

Billing Inquiries

• Email: support@sopoints.com

Feedback & Feature Requests

• Email: support@sopoints.com

Last updated: February 6, 2026