Loyalty Programme & Customer Account
A returning customer costs less to convert than a new one.
Yet, most e-commerce retailers concentrate their budget on acquisition whilst neglecting the post-purchase experience. The result: repeat purchase rates that stagnate, return requests that saturate customer service via email, loyalty points that no one understands or uses. On the operations side, it’s silent chaos. The customer calls to enquire about their parcel’s status: the information exists, but is scattered between the WMS, the carrier and the ERP.
They want to modify their subscription: they must go through a form, then manual processing. They have a credit note somewhere: no one knows where. Support teams spend their days copying and pasting between systems. E-commerce managers see their NPS stagnate without understanding why.
Meanwhile, the large marketplaces have accustomed your customers to managing everything in a few clicks.
This solution belongs to the Customer & User Portals family.
Challenges holding back your performance
The conventional response: a basic customer portal provided by the e-commerce platform, supplemented by disparate plugins. A loyalty module that doesn’t communicate with the CRM. Parcel tracking that redirects to the courier’s website. An email-based returns system with a shared spreadsheet for tracking.Result: customers juggle between three different interfaces, receive contradictory emails, and end up ringing. Your support team handles WISMO (Where Is My Order) enquiries that could be self-service. Loyalty programmes, hastily designed, generate either abuse or indifference: rarely engagement.And when you want to modify the rules, it means another development cycle.
Our Technical Approach
Our approach stems from a fundamental observation: the customer portal is not a feature—it is the centre of gravity of your post-purchase relationship.
We build a unified layer that aggregates real-time data from your ecosystem: ERP, WMS, carriers, e-commerce platform, CRM—to present customers with a coherent view of everything that concerns them. SSO authentication simplifies access, whether the customer arrives from the website, the app, or a transactional email. The loyalty engine we deploy is not a static rewards catalogue: it is a rules-based system that your marketing teams can adjust without technical tickets—birthday bonuses, category multipliers, progressive tiers.
The returns portal (RMA) guides the customer through to the shipping label, updates stock in real-time, and triggers refunds or credit notes automatically according to your rules. Every support interaction avoided is a measurable victory.
Returns Portal (RMA)
An interface where the customer declares a return and prints their label.
Loyalty Engines
Dynamic calculation of rewards, points or status according to configurable rules.
Single Sign-On Authentication
Login through an existing account or a one-time code sent by email, with no password to remember.
Centralised History
Visualisation of all past purchases, whether web or physical.
Carrier Tracking
Aggregation of delivery statuses in real-time from logistics systems.
Subscription Management
Tools to defer, suspend or modify a recurring order.
Technical Architecture
Identify the user, let them act on their own, keep them informed: VIP Member Portal and Concierge Applications work the same way.
- Returns Portal (RMA)An interface where the customer declares a return and prints their label.
- Loyalty EnginesDynamic calculation of rewards, points or status according to configurable rules.
- Single Sign-On AuthenticationLogin through an existing account or a one-time code sent by email, with no password to remember.
- Centralised HistoryVisualisation of all past purchases, whether web or physical.
- Carrier TrackingAggregation of delivery statuses in real-time from logistics systems.
- Subscription ManagementTools to defer, suspend or modify a recurring order.
Smooth and frictionless integration
We connect to your existing stack via API: your e-commerce platform, your online shop and your CRM on the front end; your ERP, your accounting software and your management tool on the ERP side; your customer support tool on the support side. Deployment is carried out by modules: often order tracking and returns first (immediate impact on support), then loyalty programmes at a later stage.
No big bang migration. Your IT team retains control over hosting and data. We work in short sprints with a business contact and a technical contact on the client side.
Customer Journey Mapping Post-Purchase
Analysis of current flows: orders, returns, support tickets, loyalty data. Identification of friction points and quick wins.
Architecture and connections
Design of the unified client portal, API mapping with your existing stack, definition of loyalty rules with marketing.
Modular deployment
Progressive roll-out to production: authentication, then tracking and feedback, then loyalty. User testing at each stage.
Transfer and optimisation
Training of teams in rule administration, implementation of dashboards, adjustments based on the first months of usage.
Measurable results for your organisation
- Order tracking and returns in self-service, without going through support
- A loyalty programme connected to the CRM and to purchase history, online and in store
- Returns handled by an RMA portal that updates stock and triggers the refund
- Rewards earned visible to the customer in their own account, without asking customer service
- Loyalty rules that marketing can change without a technical ticket
- One view of orders, returns and rewards, aggregated from the ERP, the WMS and the carriers
Clarifying your decision-making
We already have a loyalty programme via our e-commerce platform. Why change?
A loyalty programme that works, and that your teams can evolve without depending on development, does not need replacing. Clarendis steps in when the rules are fixed, when the programme does not communicate with the CRM, or when you want to unify online and in-store channels. Connecting to the existing system is often preferable to replacing it.
How long before seeing concrete results?
The tracking and returns module is the first to go live: it is the one that acts on ticket volume. Loyalty comes next, and several purchase cycles are needed before its effect on repeat purchases can be measured.