Excluding customers

Managing the list of customers included in our Loyalty program by excluding the participants manually

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

Introduction

As the store owner, you have complete control over managing the list of customers in your Loyalty program. If it is ever needed, you can easily exclude customers, whether they are members or guests, from the program.

✨ Program exclusion is available on all paid plans


What does it mean to be excluded?

Excluded customers won't be able to earn points for any actions completed on your store that may reward them with points, for example, placing an order. On the other hand, if an excluded customer logs into their store account, they won't be able to see any of the on-site displays from your Loyalty program such as the Dedicated Page or Floating Widget, which will also prevent them from redeeming any points.


Excluding customers from the customer profile

To exclude customers from your programs:

  1. From the Rivo Dashboard, go to Customers

  2. Search for a customer by email and click their name

  3. Click Exclude

  4. Confirm the action by clicking Change Status on the prompt and their Loyalty status will be changed to Excluded.

πŸ“ Note: You can add excluded customers back to the program anytime by clicking Add to Program.


Excluding customers using a Shopify tag

Use our Shopify tag to easily exclude customers from your Loyalty program.

A single customer

  1. From your Shopify admin, go to Customers

  2. Search for a customer by email and click their name

  3. In the Tags section, enter Rivo Excluded and click Add

    Customer profile in Shopify
  4. Save changes. You'll see their Loyalty status updated in Rivo.

πŸ“ Important Note: Customers excluded via Shopify can only be reinstated to the program by removing the tag.

Multiple customers

  1. From your Shopify admin, go to Customers

  2. Select multiple customers

  3. Click the three-dot button below the Search Customer text box

  4. Click Add tags

  5. Enter Rivo Excluded and click Add

    Add customers tags in bulk
  6. Save changes.

πŸ’‘ Pro Tip: Set up a Shopify workflow to automate your program exclusions using the customer tag.

Note: a customer's balance can not be edited when they are excluded. To edit their balance you'll need to un-exclude them first.


Common questions

How much does it take to reflect customers excluded from Shopify in the app?

Whether you add or remove the customer tag to exclude customers, Rivo might take less than a minute to update the Loyalty status. Make sure to save changes in Shopify and refresh the customer profile page in Rivo.

Can I totally delete members using the app?

No, this is not possible. Your members/guests list is based on the information generated in your Shopify Admin and the app does not have the ability to delete anyone on that list.

Can I import members to the app?

No, the email addresses of your customers in your Shopify admin will sync automatically to our app. However, you can still import data via CSV file. This will include their relevant information such as points balances and birthdates. Before you proceed, make sure you have already prepared and saved the CSV file on your computer. Read more on Using CSV files with Rivo Loyalty.

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