Introduction

Send email notifications to your customers about their Loyalty progress, rewards, and referrals to engage them more effectively. To make these communications more personal, you can customize the notifications, adding a personal touch when your customers receive them.

✨ Email notifications are included with all plans. However, certain features are exclusive to paid plans. See all features →

Email notifications available

Program	Notification	Trigger
Loyalty	Points Earned	Sent when a customer earns points after completing an action
Loyalty & Referrals	Reward Redeemed	Sent when a customer earns a reward through your programs or when they redeem their points
Loyalty	Celebrate Birthday	Sent on the customer's birthday
Loyalty & Referrals	Reward Expiry - Warning	Sent 30 days before the customer's reward expires
Loyalty & Referrals	Reward Expiry - Last Chance	Sent 3 days before the customer's reward expires
Loyalty	Points Expiry - Warning	Sent 30 days before the customer's points expire
Loyalty	Points Expiry - Last Chance	Sent 3 days before the customer's points expire
Loyalty	Credits Expiry - Warning	Sent 30 days before the customer's credits expire
Loyalty	Credits Expiry - Last Chance	Sent 3 days before the customer's credits expire
Loyalty	VIP Tier Unlocked	Sent when the customer moves up/down a tier

This email contains the code the customer must enter to complete login through Rivo’s multipass login. This email is not customizable

Customizing Loyalty email content

Go to Loyalty > Emails
Click on the notification you want to customize
Customize the text that you want to appear in the fields below:
Save changes
Make sure to turn the email ON.

The email footer provides essential contact information and an unsubscribe link to ensure compliance with email marketing regulations.

You can also customize the footer of your email by entering the desired text, as shown below:

Footer Text - Provides additional context or information, such as the company name and additional contact details
Footer Address - Supplies the physical mailing address of the company sending the email, which is required for compliance with email marketing regulations
Unsubscribe Text - Offers recipients a clear and straightforward way to opt out of receiving future emails, and is essential for compliance with email marketing regulations
Subscription Source - Refers to the origin or method through which the recipient subscribed to receive emails.

📝 Note: The footer content is shared across all email notifications.

Sending test emails

Use our test emails to ensure that the design and content of your email function correctly before sending it to your customers.

In the template editor, click on Send Test Email
Enter the recipient’s email address and confirm by clicking Send Test Email.

💡 Pro Tip: To send test emails to multiple recipients, separate the email addresses with commas.

Troubleshooting loyalty email delivery

If customers are not receiving your automated loyalty emails, use this checklist:

1. Confirm your sender settings in Rivo

Go to Settings > Email and verify your From name , From email , and Reply email are configured correctly.

2. Confirm the specific email template is turned ON

Go to Loyalty > Emails , open the template you expect to send, and make sure Email Status is enabled.

3. Check the customer’s subscription status

If Require Explicit Opt-In is enabled in Settings > Email , customers must be subscribed to your email marketing to receive loyalty emails.

4. Verify your custom domain setup (if used)

If you send from a custom domain, confirm it is fully configured in Settings > Email > Custom Domain.
You can also follow: Sending email from your custom domain

5. Send a test email from the template

Use Send Test Email in the template editor to verify that the template is sending successfully.

6. Check spam, junk, and promotions folders

Ask the customer to check all inbox folders and allowlist your sender if needed.

7. Confirm whether Klaviyo is sending these emails instead

If you built equivalent loyalty flows in Klaviyo, disable overlapping Rivo templates to avoid duplicate or conflicting sends.

Email variables

The text within curly brackets in the email notification fields are placeholders called variables. When emails are sent, these variables are replaced with the relevant data. Below is a list of all the variables used in emails and what they output in the delivered message.

Variable	Description	Example	Email Type
`{{points_amount}}` `{{credits_amount}}`	The amount of points/credits the customer earned	100	Points Earned, Celebrate Birthday
`{{trigger_name}}`	The action the customer completed	Placed an order	Points Earned
`{{reward_name}}`	The name of the reward the customer earned or redeemed	$5 off coupon	Reward Redeemed
`{{reward_tos}}`	Any reward T&Cs	Applies to all orders over $20.00. Expires 2 month(s) after being redeemed.	Reward Redeemed
`{{expiry_date}}`	The default expiration date for a reward, points, or credits, formatted as `ddd MMM YYYY`	6th Sep 2024	Reward Expiry, Points Expiry, Credits Expiry
`{{time_until_expiry}}`	The expiration date for a reward, points, or credits, displayed as a relative date	about 1 month	Reward Expiry, Points Expiry, Credits Expiry
`{{expiry_date_formatted}}`	The expiration date for a reward, points, or credits, formatted according to the Date Format Settings	2024/9/6	Reward Expiry, Points Expiry, Credits Expiry
`{{credits_expiry_date}}`	The credits expiration date, formatted as `ddd MMM YYYY`	6th Sep 2024	Credits Expiry
`{{vip_tier_name}}`	The custom name of your VIP Tier	Gold	VIP Tier Unlocked

📝 Note: If the text displayed in place of a variable contains words, they can be translated on the Translation page.

Advanced settings for your emails

Fine-tune various aspects of your email notifications, including formatting options and custom domain configurations.

Custom domain

💡 Find Out More: Sending email from your custom domain

Date format

You can select the date format displayed in email notifications when using date variables, ensuring it aligns with your preferred style or regional standards.

Go to Settings > General
Scroll down to Customer Facing UI Settings
Under Date Format , select your preferred option:
Click Save.

Designing your emails

Common questions

I’m using the new customer account experience, how can I email all my customers?

If you have enabled the new customer accounts in your store, you’ll need to allow guest customers to receive emails. Please follow the instructions here.

How do I send email invites to customers who have not enabled classic customer accounts?

Unfortunately, this is not yet possible. We have a guide on how to edit Shopify’s classic account invitation email to make it more focused on your Loyalty program - please check it out here.

Can I create a custom email and send it to customers in bulk?

This feature is unavailable, but you can share your feedback here!

Enabling and customizing automated Loyalty emails