Toki Loyalty Program & Rewards

We set up our loyalty program on Toki this October, and Jason has been with us since day one. The first time I opened the chat, he got on an onboarding call with me that same afternoon. He set up our tiers and earn rates himself and hand-backfilled points for our past customers, so they found points waiting for them when we launched.

The week before launch, I sent him a list of edge cases, and he and his team fixed them almost as fast as I could find them:

- Tiers counted spend before refunds, so they fixed that and recalculated everyone
- A timing issue paid some orders at the next tier’s rate, so they fixed that too
- A new customer whose first order crossed a tier got the higher rate. He found the cause that night and his developer fixed it the next morning
- Rewards now stay visible at 0 points, so members can see what they’re working toward. This went live the same day I asked

Their Omnisend integration got a lot of work too:

- Added the balance to the points-spent event
- Stopped duplicate properties
- Switched balances to numbers so I can build segments
- Sent the expiry date as a real date
- Backfilled every member

Since launch, they’ve added a closing animation for the wallet, exact decimal earn rates, a setting to show amounts in the shopper’s own currency, and custom code for free gift rewards, which his colleague wrote for us.

Most replies came the same day, sometimes within the hour. When something didn’t work on my end, he tested it himself and showed me what to change. It feels like working with a partner, not a support queue.

Thank you Jason and the Toki team!