Introduction
Drops let you send a flat amount of points or store credit to a selected group of customers. Use them for limited-time rewards, surprise-and-delight campaigns, VIP perks, win-back offers, or holiday promotions where you want to give customers a balance they can use for a set period of time.
Unlike Bonus Campaigns, which multiply what customers earn from future actions, Drops add a specific amount directly to each eligible customer’s balance.
Before You Start
Drops appear under Loyalty > Drops. If you do not see this page, contact your Rivo point of contact.
Decide whether you want to drop Points or Credits. A single drop can include one balance type, not both.
Choose a clear customer-facing note before creating the drop. This note appears in the customer’s points or credits history.
Decide how long customers should have to use the drop. Drops require an expiry window of at least 12 hours.
How Drops Work
When you create a drop, you choose the amount, audience, drop time, and expiry window. At the scheduled time, Rivo grants the amount to each customer in the selected audience.
Customers do not need to opt in or complete an earning action. The drop appears as a balance entry with the external note you entered during setup.
After the expiry window ends, any unused amount from the drop can expire. For example, if you drop 500 points that expire after 7 days, customers have 7 days from the drop time to use those points before the unused amount is removed.
Create a Drop
In your Rivo admin, go to Loyalty > Drops.
Click Create drop.
In Details, enter a Drop name. This is internal and only visible to your team.
Enter an External note. This is customer-facing and appears in the customer’s points or credits history.
Choose the Drop type:
Points - sends a flat number of points to each eligible customer.
Credits - sends a flat store credit amount to each eligible customer.
Enter the Points amount or Credit amount.
Choose your Target audience.
Set the Drop time. Times use your store’s timezone.
Set Expires after and choose Hours, Days, or Weeks. The minimum expiry window is 12 hours.
Save the drop.
Target Audience Options
Drops can be sent to:
All customers
All loyalty members
Customers with at least one order
VIP Tier
Shopify Segment
If you choose VIP Tier, select the tier that should receive the drop. If you choose Shopify Segment, select the Shopify customer segment that should receive it.
Use a narrower audience when the promotion is meant to feel exclusive, such as a VIP-only perk or a targeted win-back campaign.
Drop Statuses
The Drops page shows the current status for each drop:
Status | Description |
Draft | The drop has been saved but is not scheduled to run. |
Scheduled | The drop is set up and waiting for its drop time. |
Processing | Rivo is granting the drop to the selected audience. |
Completed | The drop has finished granting balances to customers. |
Failed | The drop could not be completed. |
Canceled | The drop was canceled before it finished. |
You can cancel a drop before it starts processing. Once a drop is processing, completed, or canceled, it can no longer be edited.
Drops vs Bonus Campaigns
Use Drops when you want to give customers a fixed balance amount, such as 500 points or $10 in store credit, without requiring a new purchase or earning action.
Use Bonus Campaigns when you want customers to earn extra points from future activity, such as a 2x points weekend for orders.
For more details on multiplier campaigns, see Bonus Campaigns.
Best Practices
Use a clear external note - Customers should immediately understand why they received the points or credits.
Keep the expiry window realistic - Short windows can create urgency, while longer windows give customers more time to return and redeem.
Start with a focused audience - VIP tiers and Shopify segments are useful for targeted campaigns.
Announce the campaign separately - Drops grant the balance, but you may still want to promote the offer through email, SMS, or onsite messaging.
Review the Drops page after launch - Check the status to confirm the drop has completed.
FAQ
Can I send both points and credits in the same drop?
No. Each drop can send either points or credits. Create separate drops if you need to send both.
Can customers see why they received a drop?
Yes. The external note you enter appears in the customer’s points or credits history.
Can I target a Shopify customer segment?
Yes. Choose Shopify Segment as the target audience, then select the segment you want to use.
Can I cancel a drop?
You can cancel a drop before it starts processing. Drops that are processing, completed, or already canceled cannot be edited.
Do customers need to take an action to receive a drop?
No. Drops are granted automatically to the selected audience at the scheduled drop time.