Introduction
Drops let you offer a flat amount of points or store credit to customers. Instant Drops grant it to a selected audience; Drops delivered through a claim link require customers to claim it. 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
Open Drops from the sidebar. 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. For instant Drops, Rivo grants the amount to each customer in the selected audience at the scheduled time. For Drops delivered through a claim link, customers must claim the reward before it expires.
Instant Drops do not require customers 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, open Drops from the sidebar.
Click New Drop (or Create your first drop if you have no Drops yet).
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
For instant Drops, the target audience options are:
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.
For instant Drops, use a narrower audience for a VIP-only perk or a targeted win-back campaign. A claim link does not restrict claims to the selected audience.
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
An instant drop has finished processing its audience. For a drop delivered through a claim link, this status means activation is complete; it does not mean customers have claimed the reward.
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 - For instant Drops, 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, then use the export below to count customers who received the reward.
Measuring your Drop
Rivo does not have a built-in report showing recipients and redemptions for a single Drop. Use a points-logs CSV export to count recipients and compare their later redemption activity.
Count recipients
Go to Settings > CSV Exports. Under Export Your Data, select Points Logs as the Data Type.
Choose a Start Date and End Date covering the Drop date and the period you want to review, then click Export Points Logs.
Open the CSV in a spreadsheet. Filter Source to campaign_drop, then filter Internal Note to the exact entry for your Drop. The format is EarningDrop #<id>: <Drop name>, where the name is the internal Drop name entered during setup. Copy the full value from the export, including the number, to distinguish Drops with similar names.
Count the matching data rows, excluding the header. This is the number of customers who received the Drop in that export. Save their Shopify Customer ID values and the recipient count for comparison later.
Do not use External Note to identify a Drop. It is customer-facing copy and can be reused across Drops.
Compare redemption activity
In a separate copy of the export, remove the Drop filters and match Shopify Customer ID against your saved recipient list. Review redemption entries with Applied At after the Drop time and within your chosen window, such as before the Drop expires. Use Points Difference or Credits Difference to review balance deductions; exclude expiry, revoked entries, and manual adjustments from your redemption count.
Count each customer with a redemption once, even if they redeemed several times. Divide that count by the recipient count and multiply by 100 to calculate the percentage of recipients who redeemed during the window.
This is an approximation of recipient engagement, not a Drop-specific redemption rate. Redemption rows do not include a Drop ID. Customers spend from a combined balance, so later redemptions do not prove they spent this Drop’s points or credits, or show how much of this Drop was spent.
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?
Instant Drops are granted automatically to the selected audience at the scheduled drop time. Drops delivered through a claim link require customers to claim the reward before it expires.