OneLoyalty: 忠诚计划与奖励

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.

Hi sir,

This is Brian, and we apologize for the trouble you've been experiencing.

Thank you for sharing your feedback. We completely understand how frustrating it must have been to experience issues with the app.

Based on your feedback that we’ve carefully reviewed your account and all previous conversations. The entire conversation history with you is not related to the issues mentioned in your review.

The last contact we have on record was on September 4, regarding an unrelated inquiry. Could you kindly review the attached screenshot of your conversation history and confirm if there might be any confusion?

We have noticed that one of our colleagues is in touch with you via email. Please let them know if you need further support

Best Regards
Brian
OneLoyalty by FireGroup Technology