Swap Coins Feature for Consolidating Customer Loyalty Points

Swap Coins is a Nector feature that automatically consolidates loyalty coins across multiple customer accounts that share the same phone number. This ensures customers can seamlessly redeem all their available coins at checkout, even if they have used different identifiers (email vs. phone) across third-party checkouts and Shopify.

Step 1: Ensure Swap Coins Feature Is Enabled

Any brand that wants to use the Swap Coins feature must first request activation from the Nector team. Once enabled, Nector will start identifying and managing multiple accounts that share the same contact number.

Step 2: Understand the Problem of Multiple Customer Accounts

Many brands use third-party checkout systems that create customer accounts based on mobile numbers, while Shopify uses email addresses as the primary identifier. This can lead to situations where:

• A customer checks out once using their phone number (third-party checkout).
• The same customer has an existing Shopify account created using their email address.
• As a result, the same customer ends up with multiple accounts, each holding separate loyalty coin balances.

When such a customer logs in and attempts to redeem coins, they may only see the balance tied to the currently logged-in account, not the total coins spread across all their accounts.

Step 3: View a Customer with Multiple Accounts

In this example, the customer “Vijay Kumar” is used to demonstrate how Swap Coins works.

You can see this customer record where a primary sign (primary account indicator) is visible.

Step 4: Search for the Customer by Phone Number in Nector

Navigate to the Customers section in your Nector dashboard.

Search using the customer’s phone number to find all accounts associated with that contact number.

After running the search, you will see that this customer (Vijay Kumar) has multiple accounts, each with:

• Different email addresses
• The same mobile number
• Different lifetime values (LTVs), indicating purchases made from each account

Step 5: How Coins Are Swapped at Checkout

Nector identifies which of these accounts was used most recently. For example, the account that was used “an hour ago” is treated as the latest (active) account.

At the time of checkout:

• Nector detects all accounts sharing the same phone number.
• Coins from the other accounts (e.g., account 2, account 3) are automatically swapped into the most recently used account (e.g., account 1).
• The most recently used account is marked as the primary account.
• The customer experiences a seamless redemption journey, seeing the full, consolidated coin balance on the account they are currently using.

Step 6: Dynamic Primary Account Switching Based on Usage

If later the customer logs in using a different account (for example, account 2) and starts using that account for transactions:

• Nector will again identify all accounts linked to the same phone number.
• Coins will be enabled and consolidated into this newly used account.
• This newly used account (e.g., account 2) will then be marked as the primary account.
• The customer can redeem their points seamlessly from whichever account they most recently used.

This dynamic reassignment ensures the customer always has access to their full coin balance on the account they are actively using, without manual intervention from the brand.

Updated on: 22/12/2025