How do I switch from Smile.io to Shakewell Wallet?

Shakewell Wallet can import customers and a starting points balance from a CSV file. It does not import points history or order history.

Before you start

• A Shakewell Wallet account. The 14-day trial includes the points and tiers features, so you can set up and import before choosing a plan.
• A published card to import into. See the guide on setting up points and earning rules.
• Admin access to your Smile.io account.

Steps

1. Export from Smile.io. In Smile Admin open Customers, choose Filter and export, click the three dots at the right edge of the table, choose Download results and pick CSV. Smile's export has one row per customer with name, email address, membership status, points balance and VIP tier. Changes to customer data can take up to 24 hours to appear in the export.
2. Build your card in Shakewell Wallet and set the points earned per unit spent. If your point values differ from Smile's, convert the balances in the spreadsheet before importing.
3. Tidy the CSV. Keep a header row, an email (or phone) column, a name column and the points balance. Shakewell reads one name column and splits it at the first space, so join separate first and last name columns if your file has them.
4. In the Shakewell dashboard open Cards, choose Import customers, choose the card and upload the file.
5. Match your columns to Name, Email, Phone and Current stamps or points, then choose Check the file. Fix any rows it lists as skipped and upload again, or go ahead without them.
6. Choose Import. Tick the box to email each new customer a link to add the card to their wallet, or leave it off and share a signup link or QR code instead.
7. Connect your Shopify store and set up Shopify POS so new sales and counter visits earn on the card.

Limits to know about

• Each row needs an email address or a phone number. Name and starting balance are optional.
• A file holds up to 2,000 rows and 2 MB. Split a bigger list and import the parts one after another.
• The starting balance must be a whole number, 0 or more. The Check the file step lists every row that will be skipped and why.
• Anyone who is already a member of that card is left unchanged, so a second import never tops up or changes a balance.
• The new cards count towards your plan's customer limit. The Free plan covers 5 customers with a card each month, so choose a plan with room before a big import. If a file would go over, the import refuses it.

What does not move across

• Points history and order history. Customers start with a balance, not a record of how they earned it.
• Tier positions. Set up your tiers in Shakewell (see the guide on loyalty tiers) and customers move through them from there.
• Rewards customers have already claimed, and referral links.
• Wallet passes you already issued from Smile.io. They belong to that provider, so each customer adds a new Shakewell Wallet card.

Do the cut-over on one day

• Balances keep changing in your old app until you stop it. Export and import once, close to launch day.
• Because the import skips existing members, fix an individual balance afterwards by adding points on the Scan page or at the Shopify POS tile (how staff scan cards).
• Turn off earning in the old app when the Shakewell card goes live, so customers do not earn in two places.

Smile.io's terms say its Wallet Passes are issued under Smile's own Apple and Google issuer accounts and cannot be transferred to another provider. Smile.io's help article also says exports leave out order history and individual points transactions.