Drop us a line.
You can also reach out at [email protected]
or live chat with us.
Office Time
Monday-Friday
9:00 am to 6:00 pm
Our Address
F21-22, 182 Le Dai Hanh St.,
Ward 15, District 11, HCMC
Send Us Email
Frequently Asked Questions
Monthly active customers (MAC) are those who have earned or redeemed points from your loyalty program at least once a month. OneLoyalty does not charge for customers who interact with your store without engaging with the point system. Please be aware that actions such as points expiring or data import updates are not considered in this count.
Example: Out of the 200 customers in your loyalty program, only 115 earned or redeemed points in July. Therefore, your number of monthly active customers (MAC) for July is 115.
Your MAC will be counted from the first to the last day of each month and reset to 0 on the first day of the following month. During this period, if your MAC is under the plan limit, you’ll only need to pay the subscription fee. Otherwise, if your MAC exceeds the limit, you’ll be charged based on the fee granted to each plan.
If you exceed the MAC limit, you’ll need to pay an extra fee for them. The charge is automatic, applied for every set of 10 customers, and the maximum total charge per month is capped at $3,000. Once you reach this cap, you won’t be charged any additional fees for that month, regardless of how many more customers you’ll have.
For example, imagine you’re on the Starter plan. Your Monthly active customers (MAC) in July are 115. Since you exceeded the 100-customer limit on the Starter plan, you’re charged an extra fee for the additional customers. In this case, you have 15 extra customers, rounded up to 2 sets. Therefore, you’ll be charged $4.9 for each of these 2 sets, resulting in a total fee of $9.8. And because you only have 15/20 customers, 5 remaining customers will be added to your next month (which means your limit for the next month will be 105 for the Starter plan).
A max charge (spending cap) is designed to safeguard your benefits and prevent excessive charges. If you go over the spending cap in a month, you won’t be charged any additional fees even if the number of customers continues to increase.
While you won’t incur further charges after hitting the cap, we recommend upgrading to a higher plan, which can be beneficial as it offers a lower per-unit cost and additional features.
When you upgrade or downgrade, your MAC will be recalculated based on the new plan’s offer. If your MAC exceeds the new plan’s included number, you may need to pay for additional charges.
For example, you’re on the Growth plan and estimate your MAC will reach 1,000 at the end of the month.
– If you remain on the Growth plan, you will exceed 500 MAC. It means you’ll be charged an extra $145. As we’re charging for a set of 10 MAC, you’ll have to charge 50 times in total with $2.9 each time.
– Otherwise, if you upgrade to Professional plan (with the MAC limit is 2,000), you’ll only need to pay $20 more for the price gap between the Growth plan and the Professional plan instead of $145, and still have 1,000 more MAC to go.
Thus, we recommend you consider carefully before going for an extra fee or upgrading to a higher plan. Our goal is to ensure your complete satisfaction, so please don’t hesitate to contact us if you need any support.
For example, you’re on the Growth plan, and your MAC is 300. For some reason, you want to downgrade to the Starter plan. The MAC limit of the Starter plan is 100, which means you have exceeded 200 MAC. Therefore, you’ll be charged an extra $98.
However, if you really need to downgrade/unsubscribe, we highly recommend doing so at the beginning of a new month (when your MAC has been reset to 0).
Your customers will not experience any service disruptions.
Our 30-day satisfaction guarantee is exclusively available for the Enterprise plan. It demonstrates our commitment to the excellence of our products and services. If you’re not fully satisfied within 30 days, we will gladly refund your subscription fee.
Just get in touch with our support team, and we will guide you through the refund procedure. Our aim is to guarantee your total satisfaction, so please feel free to contact us with any worries you may have.
Don’t find the answer? We can help, contact us at [email protected]