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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 Loyalty data and adjust points in the program

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


Using a CSV file to import Loyalty data

Follow the steps below only if you are switching from another Loyalty app. You will be able to import previous points balances and birthdates.

  1. Go to Settings > CSV Imports

    CSV Imports settings
  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

    Import Loyalty Data template
  4. Download the edited file as a CSV

  5. Go back to Rivo and under Import Loyalty Data, click Add file

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

📝 Note: This type of import is aggressive and resets any points activity when importing the points balances and birthdates. We recommend using it only if you are switching from another app.

Considerations

  • The CSV file can only import points balances and birthdates

  • This type of import will reset the points history in the merchant portal and on-site displays, and will add the note Points granted by points import

    Customer profile with default import note

    You can edit the default text by going to Branding > Translation

  • Our app automatically syncs the customer profiles from your Shopify admin, so you can only import data for existing email addresses. We do not create new profiles through the CSV file.


Using a CSV file to 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

  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 setting in Adjust Points Balance for Customers modal
  7. Click on Add file and select the file

  8. Under Reason for Change, enter the internal note

    Reason for Change setting in Adjust Points Balance for Customers modal
  9. Under Leave a comment for the customer, choose between using the system's default note or adding a custom comment

    Comment for Customer setting in Adjust Points Balance for Customers modal
  10. Click Adjust Points Balance and allow a few minutes for your Loyalty data to update.

Considerations

  • The CSV file adds a new points log to the points history in the merchant portal and on-site displays

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

  • You can edit the default comment for customers by going to Branding > Translation


Using a CSV file to reset your 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

    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 setting in Adjust Points Balance for Customers modal
  7. Click on Add file and select the file

  8. Under Reason for Change, enter the internal note

    Reason for Change setting in Adjust Points Balance for Customers modal
  9. Under Leave a comment for the customer, choose between using the system's default note or adding a custom comment

    Custom Comment setting in Adjust Points Balance for Customers modal
  10. Click Adjust Points Balance and allow a few minutes for your Loyalty data to update.

Considerations

  • The CSV file will add 2 points log to the points history in the merchant portal and on-site displays: One to deduct the existing points balance and another to add the specified new balance

  • You can edit the default comment for customers by going to Branding > Translation

  • If you have the VIP Program enabled, make sure to update the Members' VIP status after the import.


Updating VIP statuses after points adjustments

If your VIP Program is 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 Programs > VIP

  2. Scroll down to Program Settings

  3. In the Program Start Date section, click Edit

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

    VIP Program Start Date settings
  5. Confirm the action by clicking Continue on the prompt. This will recalculate the VIP statuses.

Important: While recalculating the VIP statuses, the app will temporarily switch off the VIP program. Allow a few minutes to calculate the VIP status and the Program will switch back on automatically. 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. In order to change their status to Members, they must create an account in your storefront first.

Why do I see Guests with VIP statuses?

When you adjust points balances via CSV and the email list includes guests, the system will force guests' points to be calculated. However, your guests won't see any information about the VIP program until they create a customer account.

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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