Orange Sugar gets 95.6% of its loyalty updates delivered and 69.4% read on WhatsApp

A balance nobody can see is a reward nobody uses

Orange Sugar had a loyalty programme its customers liked in principle. The problem was that most of them never found out what they had earned.

Orange Sugar sells cotton basics for babies and children, the kind of thing parents buy again and again as the child grows. That makes loyalty worth running: a customer who comes back for the next size is worth far more than the first order. The brand set up a coin programme on Nector, with coins for orders, sign ups and reviews.

Loyalty programmes leak at one point in particular. The customer earns the reward and never hears about it. The balance lives in an account page they would have to log in to see, or in an email that arrives among the receipts. By the time they are back at checkout, the coins are forgotten and the discount they could have had goes unused.

The brand was already sending order and shipping updates on WhatsApp through Spur, in a thread customers opened. The obvious fix was to put the coin balance in the same place, with a way to spend it one tap away.

That needed the loyalty ledger and the messaging to talk to each other, so the update could carry the real numbers rather than a generic nudge.

What they built

Nector stays the system of record for coins. Spur is where the customer hears about them.

1. 01

   Let Nector fire the event

   Webhook, on every reward

   Spur has a native Nector trigger. Each time Nector credits coins to a wallet, for an order, a sign up, a review or anything else the programme rewards, it sends a webhook to Spur with the customer, the coins, the reason and the new balance.

   Trigger

   Nector · Wallet Reward Created

   Carries

   Coins earned, reason, updated balance, customer

2. 02

   Time the order rewards differently

   Condition and a 2 day delay

   Coins earned for placing an order are held for two days before the update goes out, so the message arrives once the excitement of ordering has passed and the next purchase is the natural thing to think about. Every other reward, such as a sign up or a review, is announced straight away.

   If

   The reward was for placing an order

   Then

   Wait 2 days, then send

   Else

   Send immediately

   

   Swipe sideways to read the diagram. With a keyboard, focus it and use the arrow keys.

3. 03

   Send the balance, not a nudge

   Utility template

   The update is an approved utility template with three variables filled from the webhook: how many sugar coins were earned, what they were earned for, and the balance now. Two buttons follow it: View Details, which opens the customer’s rewards page, and Need Assistance, which brings a person into the thread.

   Category

   Utility

   Variables

   Coins earned · Reason · Updated balance

   Buttons

   View Details · Need Assistance

4. 04

   Explain how to spend them

   Follow up, same thread

   A second message follows with the practical part: one sugar coin is worth about a rupee, they are applied by selecting them at checkout, there is a minimum cart value, and a short video shows the steps. A Redeem Now button takes the customer to the store. Anyone stuck can reply for help.

   Content

   Balance, value per coin, minimum cart, how to redeem

   Header

   Short video walkthrough

   Button

   Redeem Now, to the store

   The balance is also stored on the contact in Spur, so it can be used in segments and in other messages later.

   

What it returned

Thirty days of reward updates, 11 July to 9 August 2026, as Orange Sugar reported them.

In the 30 days reported, Nector triggered 3,180 reward updates and Spur sent every one of them. 3,040 were delivered, which is 95.6% of sends, and 2,206 were read. The 140 that did not deliver are mostly numbers no longer on WhatsApp, and those are not billed. Of the delivered ones, the 834 not counted as read include customers who have read receipts switched off.

Those updates reached 2,775 different customers. Some earned coins more than once in the month, and got an update each time, because the message is tied to the reward rather than to a schedule.

Why it worked

Three things carried this result, and none of them are specific to kidswear.

How to run this on your own store

Keep your loyalty ledger where it is. Move the announcement to WhatsApp.

1. 01

   Connect your loyalty tool to Spur

   Spur has a native Nector integration with a reward trigger. Other loyalty tools can fire the same event through a custom webhook, as long as they can send the coins, the reason and the balance.

2. 02

   Write the update as a utility template

   State what was earned, what for, and the balance now. Keep the offer out of it. That keeps the category utility, which is cheaper and uncapped.

3. 03

   Delay the order rewards

   Announce coins for an order a day or two after it, not in the same minute as the confirmation. Announce everything else straight away.

4. 04

   Tell them how to spend it

   Follow the balance with the mechanics: value per coin, minimum cart, where to click at checkout, and a button to the store. A short video answers most of the questions before they are asked.

5. 05

   Store the balance on the contact

   Save the balance as a custom field in Spur. Then you can segment on it, mention it in a win back message, or remind people with a large unspent balance.