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 for stores using the loyalty program
What does it mean to be excluded?
When a customer is excluded from your loyalty program, the following restrictions apply:
They cannot earn points for any actions completed on your store (purchases, account creation, social sharing, etc.)
They cannot progress toward VIP tiers or keep an active VIP tier while excluded
They cannot see any loyalty program displays on your site (Floating Widget, Dedicated Page)
They cannot redeem any existing points or rewards
Their points balance cannot be edited while they are excluded
📝 Note: Excluding a customer from your loyalty program also excludes them from your referral program, and vice versa.
When to exclude customers
There are several reasons you might want to exclude a customer from your loyalty program:
Identifying fraudulent behavior or points abuse
Managing VIP or wholesale customers through different channels
Excluding employee accounts from earning rewards
Temporary exclusion during special promotions
Excluding customers from the customer profile
To exclude customers from your programs:
From the Rivo Dashboard , go to Customers
Search for a customer by email and click their name
Click Exclude
Confirm the action by clicking Change Status on the prompt and their Loyalty status will be changed to Excluded.
📝 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. This method is particularly useful for bulk exclusions or when using Shopify automation features.
A single customer
From your Shopify admin, go to Customers
Search for a customer by email and click their name
In the Tags section, enter
Rivo Excludedand click AddSave changes. The tag must match exactly, including capitalization. You’ll see their Loyalty status updated in Rivo after Shopify sends the tag change to Rivo.
📝 Important Note: Customers excluded via Shopify can only be reinstated to the program by removing the tag.
Multiple customers
From your Shopify admin, go to Customers
Select multiple customers
Click the three-dot button below the Search Customer text box
Click Add tags
Enter
Rivo Excludedand click Add. The tag must match exactly, including capitalization.Save changes.
💡 Pro Tip: Set up a Shopify workflow to automate your program exclusions using the customer tag. This is especially useful for excluding wholesale customers or employees automatically.
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 long does it take for exclusion changes to reflect in the app?
Whether you add or remove the customer tag to exclude customers, Rivo updates the Loyalty status after Shopify sends the tag change to the app. Make sure to save changes in Shopify and refresh the customer profile page in Rivo. Excluded customers also appear in the Excluded tab on the Customers page.
Can I exclude customers in bulk with CSV or API?
Yes. Customer loyalty status can also be set to Excluded through CSV import or the Merchant API.
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.
Will my customers be notified when they’re excluded?
No, customers won’t receive any notification when excluded. They simply won’t be able to interact with loyalty program features on your store.
How does this affect my referral program?
Excluding a customer from your loyalty program automatically excludes them from your referral program as well. They won’t be able to refer friends or earn referral rewards. Learn more about excluding customers from your referral program.
Can I exclude customers or hide referral widgets based on order tags?
No. Program exclusion is based on the customer, not the order. Adding an order tag can exclude that order from points or store credit earning calculations, and may also be used for VIP tier calculations if your settings are configured that way, but it does not exclude the customer from referrals and does not hide the post-purchase referral thank-you widget.
To exclude someone from loyalty and referral participation, exclude the customer from their Rivo profile or add the Rivo Excluded customer tag in Shopify.
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.
Can I setup a Flow to help automate this?
Yes, if you are using Shopify Flow you can setup a workflow to automate the tag to certain customer segments. This template will give you a base to build from in Shopify Flow to exclude customers from earning rewards in Rivo.