---
title: "Customer Management, Segments & Loyalty | Commerce Engine"
description: "Sign customers in with one-time codes, keep profiles, addresses and KYC on one record, build segments and customer groups, and run a points loyalty program with tiers."
canonical_url: "https://www.commercengine.io/features/customers-and-loyalty"
---

> Commerce Engine site index: https://www.commercengine.io/llms.txt

# Customers & Loyalty

Commerce Engine recognises shoppers from their first sign-in, groups them by who they are and what they do, and rewards them with points that grow with every order. Sign-in, profiles, addresses, documents, segments, loyalty and activity live in the same commerce backend as your orders.

## Sign-in and customer profiles

Sign customers in with a one-time code, then keep everything you know about them on one record: contact details, addresses, documents, preferences and every order.

- **Passwordless sign-in**: Send a one-time code by email, SMS or WhatsApp. New shoppers register in the same step, and the cart they filled as a guest moves into their account. Password sign-in is available too.
- **One customer record**: Verified contact details, saved addresses, and your own custom attributes and metadata, kept together.
- **Preferences**: Customers choose the offers and news they receive on each channel, and can delete their account.
- **Document verification (KYC)**: Ask for the documents you require, such as GST, PAN or a drug license. Verify each automatically or review it by hand, and track it from submitted to approved.
- **Activity and value**: See visitors before they sign in and customers after: sessions, page views and orders, with lifetime value and spend on each record.

**Docs:** [Authentication guide](https://www.commercengine.io/docs/storefront/authentication)

**See also:** [Business accounts for B2B](https://www.commercengine.io/solutions/b2b.md)

## Segments and customer groups

Build segments from profile data, your own fields and store activity, or keep a list. Customer groups give each kind of customer their own terms.

- **Rule-based segments**: Use profile data such as customer group, tags or verification status, your own custom attributes, and the events customers trigger in your store, like viewing a product, adding to the bag or completing an order.
- **Conditions**: Count how often an event happened within a number of days, or that it did not happen, and combine rules with AND or OR.
- **Manual segments**: A list of customer emails.
- **Member counts**: Each segment keeps its member list, with counts you can follow daily or weekly.
- **Where segments apply**: Decide who can redeem a coupon or promotion, and who a campaign reaches.
- **Customer groups**: A group is assigned to a customer and sets the terms they buy on: prices, order quantities, group promotions and the loyalty program that applies. Your storefront sends the group with its requests.

**Docs:** [Segments API](https://www.commercengine.io/docs/admin/api-reference/segments/create-a-segment)

**See also:** [Coupons & Promotions](https://www.commercengine.io/features/coupons-and-promotions.md)

## Loyalty points and tiers

Run a points program with tiers, earn rates and expiry. Customers see their balance and spend points in the cart, online or at your counter.

- **Earning**: Award a fixed number of points per order, or a rate set for each tier. Points land when the order completes.
- **Point value and expiry**: You decide what a point is worth and when points expire.
- **Tiers**: Move members up by total spend or number of orders. A higher tier can earn points faster, and every upgrade is recorded on the member's account.
- **Redeeming**: Customers choose how many points to use in the cart and see the new amount to pay. Points used on a cancelled order are returned.
- **Everywhere they buy**: Points work in your storefront cart, Hosted Checkout and Commerce Engine POS. Customers see their balance, tier and points activity in their account.

**Docs:** [Loyalty API](https://www.commercengine.io/docs/api-reference/customers/retrieve-loyalty-details)

**See also:** [POS & Omnichannel](https://www.commercengine.io/features/pos.md)

## Webhooks and integrations

Customer, address, KYC and loyalty webhooks let your CRM, email, messaging and ERP tools respond as things change.

- `customer.created`, `customer.updated`: An account is created or changed. Pass the customer to your email or CRM tool and begin a welcome journey.
- `kyc.submitted`, `kyc.verified`: A business customer's documents are submitted or verified. Update your ERP and assign the customer group they buy in.
- `loyalty.points.earned`, `loyalty.points.redeemed`: Points are earned or spent. Let your messaging tool share the new balance on the channel the customer prefers.
- `tier.upgraded`, `tier.downgraded`: A member changes tier. Send a thank-you note, a gift or an early invitation.

The Commerce Engine analytics package also formats identify and track events for tools like Segment and RudderStack, so activity from a guest visit joins the customer's profile after they sign in.

**Docs:** [Webhook guide](https://www.commercengine.io/docs/api-reference/webhooks/overview)

**See also:** [Marketing & Campaigns](https://www.commercengine.io/features/marketing-and-campaigns.md)

## FAQ

### What is the difference between customer groups and segments?

A customer group is assigned to a customer and sets the terms they buy on: prices, order quantities, group promotions and the loyalty program that applies. Your storefront sends the group with its requests. A segment is an audience you define with rules, such as customers who ordered three times in 90 days, or with a list. Use segments to decide who can redeem a coupon or promotion, and who a campaign reaches.

### What can a segment be built from?

Profile data such as customer group, tags or verification status, your own custom attributes, and the events customers trigger in your store, like viewing a product, adding to the bag or completing an order. Event rules can count how often something happened within a number of days, or that it did not happen, and you can combine rules with AND or OR. A manual segment is simply a list of customer emails. Each segment keeps a member list with counts you can follow daily or weekly.

### Can customers sign in without a password?

Yes. Send a one-time code by email, SMS or WhatsApp, and register new customers in the same step. Password sign-in is available too. When a guest signs in, the cart they started is merged into their account.

### What is the difference between a visitor and a customer?

A visitor browses with an anonymous session, so you can still see their device, browser and activity. When they sign in or register, they become a known customer: the cart they built is merged into their account and their activity continues on their customer record.

### How do customers earn and spend points?

Points are earned when an order completes, as a fixed number per order or at a rate set for each tier. You decide what a point is worth and when points expire. Customers redeem points in the cart, and points used on a cancelled order are returned. Customers can see their balance, tier and points activity in their account, and redeem in your storefront cart, Hosted Checkout and Commerce Engine POS.

### Can we bring our existing customers and points?

Yes, through the Admin API. Create your customers with their details and groups, then add each member's opening balance as a points adjustment so their history starts in the right place. Talk to us about the size and shape of your data.

### Can we verify business customers?

Yes. Choose the documents you require, such as GST, PAN or a drug license, and whether each is verified automatically or reviewed by your team. Customers upload documents from their account, and you can follow each one from submitted to approved.

### Can we connect our CRM or marketing tools?

Yes, through the APIs and webhooks for customer, KYC and loyalty events. The Commerce Engine analytics package also formats identify and track events for tools like Segment and RudderStack, so activity from a guest visit joins the customer's profile after they sign in.

## Related

- [Coupons & Promotions](https://www.commercengine.io/features/coupons-and-promotions.md): Offers for a segment, a customer group or first-time buyers.
- [Marketing & Campaigns](https://www.commercengine.io/features/marketing-and-campaigns.md): Reach your segments with event-triggered campaigns.
- [POS & Omnichannel](https://www.commercengine.io/features/pos.md): Redeem points at the store counter.
- [Analytics](https://www.commercengine.io/features/analytics.md): Sessions, attribution and funnels for every customer.
- [B2B commerce](https://www.commercengine.io/solutions/b2b.md): Business accounts, KYC and group pricing for trade buyers.
- [D2C brands](https://www.commercengine.io/solutions/d2c.md)

## Get started

- [Book a demo](https://app.youform.com/forms/qqvhuspq)
- [Start building free](https://app.commercengine.io/signup) on the Free plan
- [Read the documentation](https://www.commercengine.io/docs)