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Using CSV files to manage Loyalty data in bulk
Using CSV files to manage Loyalty data in bulk

Use CSV files to import and export Loyalty data, allowing you to adjust points in the program and manage customer information

Laurence Leech avatar
Written by Laurence Leech
Updated over a week ago

Introduction

A CSV file is a plain text document where values are separated by commas. The data is usually represented in tabular form, so using Excel or Google Sheets are both excellent ways to prepare them. This article provides downloadable templates and clear instructions for easily managing Loyalty data in bulk through CSV files.

✨ This feature is available on all plans


Import Loyalty data

Follow the steps below to import customer loyalty data, for example if you are switching from another Loyalty app. You will be able to import previous points balances, birthdates, activation date (the date their customer account was enabled) and vip tiers.

  1. Go to Settings > CSV Imports > Import Loyalty Data

    CSV Imports page
  2. Click on Download Template to save the file to your device - or just download the file here:

  3. Open the file in Google Sheets or Excel and fill it out according to the structure: Email,Points Balance,Birthdate,VIP Tier,Activation Date,Credits Balance

  4. After downloading the edited file as a CSV, go back to Rivo and click Add file

  5. Select the file and allow a few minutes for your Loyalty data to update.

πŸ’‘ Pro Tip: If you're using Store Credit instead of Points, you can omit or leave the Points Balance column blank and use the the Credits Balance column only and vice versa.

Considerations

  • You can only import data for existing customers. We do not create new profiles in your Shopify admin through the CSV file.

  • You can edit the default translation of the import note by going to Branding > Translation > Points > General add points default note.

  • Members do not receive the Rivo 'VIP Tier Unlocked' email after updating their tier via CSV.

  • You can downgrade a customer's tier using the CSV file, however, if their Rivo profile registers a new activity, the app will automatically recalculate their tier status to the one they should be on.

  • Members do not receive entry rewards when the tier has been updated via CSV

  • We don't trigger the Klaviyo events 'Customer Moved Up/Down A Tier' after updating tiers via CSV.


Add points to customers

Use our CSV file for adding points to multiple customers at the same time.

  1. Go to Customers

  2. Click on Adjust Total Points

  3. On the modal that appears, click CSV Template to save the template - or simply download the file here

    Adjust Points Balance for Customers modal
  4. Open the file in Google Sheets or Excel and fill it out according to the structure: Email,Points Balance

    Add Points template
  5. Download the edited file as a CSV and go back to Rivo

  6. Select Add points to existing customer balances as the Import Type

    Import Type field
  7. Click on Add file and select the file

  8. Under Reason for Change, enter the internal note

    Reason for Change field
  9. Under Leave a comment for the customer, choose between using the system's default note or adding a custom comment

    Leave a comment for the customer field
  10. Click Adjust points balance and allow a few minutes for your Loyalty data to update.

πŸ’‘ Pro Tip: If you're using Store Credit instead of Points, please update the Points Balance column header to Credits.

Considerations

  • The CSV file adds a new points log to the customer's points history

  • You can use the same file to deduct points by adding a minus sign before the points balance in the CSV (ex. -100)

  • You can edit the translation of the default comment by going to Branding > Translation > Points > General add points default note

  • If you have the VIP Tiers enabled, make sure to update the members' VIP statuses after the adjustment.


Reset customers' points

Use our CSV file for resetting the points balance of multiple customers at the same time. The system will deduct any existing points and seamlessly replace the balance with the specified new value.

  1. Go to Customers

  2. Click on Adjust Total Points

  3. On the modal that appears, click CSV Template to save the template - or simply download the file here

    Adjust Points Balance for Customers modal
  4. Open the file in Google Sheets or Excel and fill it out according to the structure: Email,Points Balance

    Reseting Existing Customers Balance template
  5. Download the edited file as a CSV and go back to Rivo

  6. Select Reset existing customer balances as the Import Type

    Import Type field
  7. Click on Add file and select the file

  8. Under Reason for Change, enter the internal note

    Reason for Change field
  9. Under Leave a comment for the customer, choose between using the system's default note or adding a custom comment

    Leave a comment for the customer field
  10. Click Adjust points balance and allow a few minutes for your Loyalty data to update.

πŸ’‘ Pro Tip: If you're using Store Credit instead of Points, please update the Points Balance column header to Credits.

Considerations

  • The CSV file will add 2 points logs to the points history: One to deduct the existing points balance and another to add the specified new balance

    Points reset on the customer profile
  • You can edit the translation of the default comments by going to Branding > Translation > Points > General reset removal default note & General reset new balance default note

  • If you have the VIP Tiers enabled, make sure to update the members' VIP statuses after the adjustment.


CSV Import Progress

To view the progress of your CSV uploads:

  • From the Rivo dashboard, go to Settings > CSV Imports

  • At CSV Import Progress, click View CSV Imports

  • All your CSV uploads are tracked here with a progress bar and upload status.


Export customer data

  1. Go to Settings > CSV Imports

  2. Scroll down to Export Customer Data

    Export Customer Data feature
  3. Optional: Check the option Referral Link if you also want to

  4. Click Export

  5. Confirm the file export on the prompt and expect the email in a few minutes. By default, the data is sent to the store email.

πŸ’‘ Pro Tip: To change the email recipient, go to Settings > General > Account Settings and update your preferred email.


Updating VIP statuses after points adjustments

If your VIP Tiers are enabled and you have set the entry method to be based on the total points earned, you will need to recalculate the points balances for all your members after adjusting the points balances via CSV. This ensures that all customers are correctly placed in their respective tiers.

  1. Go to Loyalty > VIP Tiers

  2. Scroll down to Program Settings

  3. In the Program Start Date section, click Edit

    VIP Program Settings
  4. Make sure to select your program start date and click Update

  5. Confirm the action by clicking Continue on the prompt. This will recalculate the VIP statuses.

πŸ—“οΈ Important Note: While recalculating VIP statuses, the app will temporarily disable VIP Tiers. Please allow a few minutes for the status calculation; the Program will automatically reactivate afterward. Do not turn the program back on before it is finished or the update will fail.


Common questions

Can I import guests who are just browsing my website and turn them into members?

No. To change their status to Member, they must enable a customer account in your storefront first.

Will my customers receive emails after bulk updating their points?

No. Rivo does not send Loyalty emails for points adjustments even if the email notifications are enabled.

Can I adjust one customer's points balance at a time, instead of all at once?

Absolutely! This can be done on the customer's profile page. See our guide on this: Adjusting customers' points balances. You can also add as many or as few of your members to the CSV file to adjust your members' points balances.

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