OneLoyalty: Loyalty & Rewards
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I HAD CANCELLED MY SUBSCRIPTION AND DELETED THE APP A YEAR BACK, TODAY WHILE REVIEWING MY SHOPIFY BILLS I FOUND ITS STILL CHARGING ME EVERY MONTH.
Update: they reached out to me and promised me for a refund.
The support was so good.
Very user-friendly, and the support has been excellent, Rosie assisted us promptly with the deployment.
The Monthly Active Users is a predatory pricing element - any user is considered an active user, instead of users that actually use the app. This passive predatory approach is hugely disatisfactory.
Furthermore, more and more features that were originally available, have been pushed into pricing tiers which is disappointing given they were not originally.
I am actively looking for other applications with less dodgy behaviour.
Good Day Flowers Gold Coast!
Thank you for sharing your feedback with us — we truly value your perspective and are committed to ensuring every user has a clear understanding of how our features work.
As one of our Team Members already explained this feature to you, still we'd like to give another explanation to clarify again:
The Monthly Active Loyalty Members (MALM) metric: this is not based on “passive” app usage, but rather on customers who actively engage with their loyalty points during a given month — whether by earning points (e.g., through purchases or birthday rewards) or spending them (e.g., redeeming for discounts or gifts). This approach helps merchants focus on customers who are genuinely interacting with their loyalty program, leading to better ROI and stronger customer retention.
As for your second point about features moving into pricing tiers: We hear you, and we understand how frustrating it can feel when previously available features become tiered. Our goal has always been to provide core functionality at accessible levels while offering advanced tools to help growing businesses scale effectively. That said, we’re continuously evaluating how we balance accessibility and innovation — and your input helps us shape that direction.
We’d love to sit down with you personally to walk through your current plan, explain what’s included, and explore whether there’s a better fit for your needs — or even how you might leverage existing features differently to achieve your goals.
I recently implemented OneLoyalty, and the setup process was smooth and straightforward. Whenever I had questions, the support team responded quickly and helpfully.
Since my store is bilingual (Arabic/English), I was pleased to see that the customer-facing widget already includes translations. While the translation isn’t perfect and lacks proper RTL support, it’s still functional. I’m confident future updates will improve this even further.
At the moment, I’m on the free plan, but I’m planning to upgrade to the Growth Plan soon. Overall, highly recommended!
Special thanks to Zoey and Rosie
This app works just as you expect it. You can connect rewards with mobile app, POS, and online store which is cool. I had trouble importing customers from another app. They stayed with me and helped me until i was able to figure it out! Would recommend and customer service is always there to help!
Hi Janitorial Superstore store admin,
Here's Dante from the OneLoyalty team. Thank you so much for your greathearted review.
Besides that, to make your experience better, we will keep improving our services for valued OneLoyalty users like you. Thank you for the loving words you've shared, and thank you for being the best part of OneLoyalty.
Also, I highly recommend you to check our blog for the latest news regarding not only OneLoyalty but also other of our OneCommerce applications - a leading eCommerce Solution Platform, more than that at https://onecommerce.io/blog/
If you have any further questions, please feel free to contact us via our live chat, or email us at support@onecommerce.io.
Regards,
Dante
OneLoyalty by OneCommerce
Shopify and it's apps integrations are all new for me. I was able to chat with support and get my program up and running. There was a small bug that needed to be addressed, their support team stayed with me until they fixed it. In the meanwhile, I was able to get all of my questions answered as well as gain a better understanding of the features.
Hi Pharmarooticals store admin,
Here's Ellie from the OneLoyalty team. Thank you so much for your greathearted review.
Besides that, to make your experience better, we will keep improving our services for valued OneLoyalty users like you. Thank you for the loving words you've shared, and thank you for being the best part of OneLoyalty.
Also, I highly recommend you to check our blog for the latest news regarding not only OneLoyalty but also other of our OneCommerce applications - a leading eCommerce Solution Platform, more than that at https://onecommerce.io/blog/
If you have any further questions, please feel free to contact us via our live chat, or email us at support@onecommerce.io
Regards,
Ellie
OneLoyalty by OneCommerce
This app works pretty well. However, they recently started charging for features that were free even after I had already set them up. I don't mind paying for a service, but I had already set up these features only to find that they no longer work unless I pay for them. I am looking for an alternative.
Hi Black Lava Vape Perú store admin,
This is Rosie from the OneLoyalty team. Thank you for taking the time to share your feedback about our app. I sincerely apologize for any inconvenience you’ve experienced while using our services.
I understand your concerns about the recent changes to certain features. Please know that we’ve been trying to reach out to you via email and other platforms to address your concerns and understand the specific features you’re referring to in more detail. However, we haven’t received a response yet.
We truly value your input and are committed to finding a solution that works for you. At your convenience, please review the email we’ve sent and let us know how we can assist further. We’re here to ensure you have the best experience possible.
If you have any additional questions or need further assistance, please don’t hesitate to reach out to us via live chat or our email: support@onecommerce.io.
Best regards,
Rosie
OneLoyalty by OneCommerce
Great support. From customer feedback they were not happy with the placement of the button. Within 5 minutes the issue was resolved and moved for me. Great service
12/11/25 - Resolved an app issue so quickly for our instore customers. Our customers love this loyalty feature and it is improving sales. Thanks team x
Hi Skein Machine store admin,
Here's Emily from the OneLoyalty team. Thank you so much for your greathearted review.
Besides that, to make your experience better, we will keep improving our services for valued OneLoyalty users like you. Thank you for the loving words you've shared, and thank you for being the best part of OneLoyalty.
Also, I highly recommend you to check our blog for the latest news regarding not only OneLoyalty but also other of our OneCommerce applications - a leading eCommerce Solution Platform, more than that at https://onecommerce.io/blog/
If you have any further questions, please feel free to contact us via our live chat, or email us at support@onecommerce.io
Regards,
Emily
OneLoyalty by OneCommerce
While some of the recent price changes and feature restrictions were inconvenient for our planning, communication regarding this issue and support in some solutions were great and much appreciated.
Hi Pet Friendly's PH store admin,
Here's Rosie from the OneLoyalty team. Thank you so much for your greathearted review.
Besides that, to make your experience better, we will keep improving our services for valued OneLoyalty users like you. Thank you for the loving words you've shared, and thank you for being the best part of OneLoyalty.
Also, I highly recommend you to check our blog for the latest news regarding not only OneLoyalty but also other of our OneCommerce applications - a leading eCommerce Solution Platform, more than that at https://onecommerce.io/blog/
If you have any further questions, please feel free to contact us via our live chat, or email us at support@onecommerce.io
Regards,
Rosie
OneLoyalty by OneCommerce
As we had exceeded the 100 free 'active customers' (not orders) we were required to select a subscription plan to avoid the app being disabled, which was fine as we were happy with it up until this point.
But during this subscription plan process it stated that we had to 'approve' a $3,000.00 amount they could potentially charge up to automatically from that point forward. While we were extremely ALARMED by this significant sum it REQUIRED us to approve just to select their cheapest plan, the popup window said we would be able to amend it in the plan settings afterwards, so we reluctantly went ahead and approved it in order to activate the necessary subscription.
When we immediately went to lower that amount to something more reasonable, like a $30 limit, we were HORRIFIED to discover that it will NOT allow you to set an amount lower than $3,000.00 !
After urgently raising this issue with the app developer, and pointing out to them that the 'active customer' metric has absolutely no relation to actual paid orders being made, meaning any successful marketing drive we make to bring more visitors to our shop and encourage them to register as customers, could result in us being exposed to crippling fees AUTOMATICALLY charged by their app regardless of whether we had even made anything like the sort of paid sales which would allow us to cover these costs, their response was this:
1 - 'Sorry, but this billing method works for us'
2- 'Maybe if you disable that particular feature you're using it for it would count less customers as active'
3 - 'Trust us'
After a lengthy back and forth where I explained the problem and why a vague 'active customer' metric is not useful, nor relevant to a shop's justification for spending on an app's fees, whereas actual orders would be, and stating that a 'Trust me, bro' answer to what is a potential $3,000.00 liability is not acceptable, they ended up just saying we can export our data and install a different app.
Which is what we're now doing.
Hi Pinehaven Ponies store admin,
Here is Windy from the OneLoyalty team.
Thank you for reaching out and sharing your concerns. We appreciate the opportunity to clarify our pricing plan to avoid any misunderstandings.
Firstly, our pricing plan clearly outlines the app fee and how the usage charge is calculated based on exceeded monthly active customers (MACs).
Secondly, we understand your concern regarding the inclusion of account creation in the MAC count. Please note, that we have already provided guidance on how to disable that function to better manage your MACs.
Thirdly, as previously shared, the app spending limit of $3000 is the maximum usage charge that our app will charge our customers. For instance:
- If your exceeded MACs result in a usage charge of $3, you will be charged only the app fee plus the $3 usage charge.
- If the exceeded MACs result in a usage charge over $3000, the maximum you will be charged is the app fee plus $3000.
To clarify, this spending limit policy is not a requirement from Shopify. We implemented it to enhance transparency and prevent unexpected charges by capping the usage charges at a visible maximum amount. Without this limit, charges could theoretically be unlimited, but we choose to ensure full transparency for our users.
Finally, regarding your request to change the app spending limit from $3000 to $30, we are unable to accommodate it. Implementing it would disrupt the structure and functionality of our all plans and conflict with our established policies.
As previously outlined, we hope this explanation provides clarity regarding our pricing plan and app spending limit. We understand that our current plans may not meet your requirements. Should you choose to explore other options, we truly hope you find a loyalty app that aligns perfectly with your needs.
Best regards,
Windy
OneLoyalty by OneCommerce
