Introduction
Drops let you push a flat amount of points or credits directly into a group of customers' accounts, with a built-in expiry window. It's a powerful way to create urgency, re-engage lapsed customers, or reward specific segments with a time-limited bonus.
When a drop is activated, the selected customers receive the points or credits instantly. If they don't use them before the expiry window closes, those points or credits are automatically removed.
Creating a Drop
From the Dashboard, go to Loyalty > Drops in the left sidebar.
Click Create drop.
Fill out the drop details (see sections below).
Click Save to schedule the drop.
Details
Drop name – An internal label only visible to you. Use something descriptive like "March Win-Back" or "Gold Tier Bonus".
Points amount (or Credit amount if your program uses credits) — The flat amount each customer will receive. Every customer in the target audience gets the same amount.
Audience
Choose who receives the drop:
All customers — Every customer in your store.
All loyalty members — Only customers who have joined your loyalty program.
VIP Tier — Customers in a specific VIP tier. Select the tier from the dropdown.
Shopify Segment — Any customer segment you've created in Shopify. Select the segment from the dropdown.
Note: The audience is a snapshot taken at the moment the drop activates. If a customer joins a VIP tier or enters a Shopify segment after the drop has already been processed, they will not receive the drop.
Scheduling
Drop time — Choose when the drop should activate. The time is displayed in your store's timezone. You can schedule it for any future date and time.
Expiry
Expires after — Set how long customers have to use the dropped points or credits before they expire. Choose a number and a unit: Hours, Days, or Weeks.
For example, setting "7 Days" means customers have one week from the scheduled drop time to redeem the points or credits before they're removed.
How Drops Work
Once a drop reaches its scheduled time, here's what happens:
Audience resolved — Rivo takes a snapshot of all customers matching the selected audience at that moment.
Points or credits granted — Each customer in the snapshot receives the configured amount added to their balance. The points log entry shows the drop name so customers can see why they received the bonus.
Expiry countdown starts — The expiry window begins from the scheduled drop time (not from when each individual customer receives the points). All dropped points or credits expire at the same time for everyone.
Automatic removal — When the expiry window closes, any unused dropped points or credits are automatically removed from customer balances.
Drop Statuses
Status | Description |
Draft | The drop has been created but has not yet been scheduled. |
Scheduled | The drop is set to activate at the configured time. |
Processing | The drop is currently being activated and points or credits are being distributed to customers. |
Completed | All customers in the audience have been processed. |
Failed | Something went wrong during processing. Contact support if you see this status. |
Note: Once a drop is processing or completed, it can no longer be edited or deleted.
Use Cases
Win-back campaigns — Target a Shopify segment of customers who haven't purchased in 90 days with a short expiry window to create urgency.
VIP rewards — Give your top-tier VIP members an exclusive bonus as a thank-you for their loyalty.
Seasonal promotions — Drop bonus points to all loyalty members during a holiday sale with a 48-hour expiry to drive immediate action.
New member welcome — Drop credits to a segment of recently joined members to encourage their first redemption.
Common Questions
Do customers get notified when they receive a drop?
The points or credits will appear in the customer's balance and their points history in the loyalty widget. Drops currently do not trigger a separate email notification, so we recommend pairing them with a marketing email or SMS campaign for maximum impact.
What happens if a customer spends some but not all of their dropped points before expiry?
Only the unused portion of the drop expires. If a customer received 500 points and spent 200 before the expiry window closed, the remaining 300 would be removed.
Can I cancel a scheduled drop before it activates?
Yes. As long as the drop hasn't started processing, you can delete it from the Drops page.
Can I edit a drop after it's been created?
You can edit a drop while it's in the Scheduled state. Once it starts processing or has completed, it can no longer be modified.
Does the expiry window start from when each customer receives the points?
No. The expiry window starts from the scheduled drop time. All customers' dropped points or credits expire at the same time, regardless of when they were individually processed.
Will customers who join the target audience after the drop see the points?
No. The audience is locked in at the moment the drop activates. Customers who join the VIP tier, segment, or loyalty program after the drop has been processed will not receive it.
How does this interact with my existing points expiry settings?
Drop expiry is separate from your program's global points expiry setting. The drop's expiry window applies specifically to the points or credits granted by that drop, independent of your standard expiry rules.