Introduction
Keep your loyalty program vibrant and encourage ongoing participation by introducing a dynamic feature: points expiration for inactive customers. This strategy not only boosts engagement but also creates a sense of urgency, motivating customers to stay active in your program!
Setting Up Points Expiration
Points expiration is triggered by inactivity, encouraging customers to engage regularly to maintain their points balance. If a customer neither earns nor redeems points within the specified period, their points will reset to zero. Program participants can view their points' expiration date on-site after logging in.
Go to Loyalty > Points
Scroll down to Points Expiry
Check the option Reset points balance to zero after a certain period
Specify the duration (in months) after which points will expire. This period can range from a minimum of 1 month to a maximum of 24 months
Choose your Points Expiration Method:
Entire Balance (Recommended): Expires all of a customer's points and sets their balance to 0
Expiration Window: Only expires points that were earned within the expiration period
Optional: For a stricter approach to Loyalty points expiry, check Exclude redemptions when assessing customer activity to ignore redemption actions as qualifying activities. This means customers must earn points exclusively to prevent their point balance from expiring
Click Save.
Points Expiry Notifications
The system will automatically notify customers when their points are approaching expiration:
Warning notification: Sent 30 days before points expiry
Last chance notification: Sent 3 days before points expiry
These notifications help encourage customer engagement and reduce the chance of unexpected points expiration.
Example cases
Let's say you enabled the feature on November 30, 2022 and set the points to expire after 12 months (without excluding the points redemption when assessing customer activity):
Case A - Customer earned points on December 4, 2022 → Customer's points expire on December 4, 2023
Case B - Customer never earns or redeems points during the year → Customer's points expire on November 30, 2023
Case C - Customer redeemed points on March 7, 2023 → Customer's points expire on March 7, 2024.
If your customers remain active within the period of 12 months, we will check the last activity date to calculate the new expiration date.
How customers view expiry dates
Customers can view their points expiry date in several ways:
In their account dashboard after logging in
In notification emails about upcoming points expiration
Through your loyalty program widget if it's configured to display this information
Clear visibility of expiry dates helps customers understand when to take action to maintain their points balance.
Common questions
What time period can I set?
Minimum of 1 month and a maximum of 24 months.
Which situations do you consider for the expiry?
Points expire unless a customer earns or redeems points through any of the options enabled within the Points program (Ways to Earn & Ways to Redeem).
What time do points expiry?
Points will expire at midnight UTC.
What is the difference between the two expiration methods?
The Entire Balance method will expire all of a customer's points at once, setting their balance to zero. The Expiration Window method only expires points that were earned within the expiration period, allowing customers to keep points earned outside of that window.
Will customers be notified before their points expire?
Yes, customers will receive two notifications: a warning 30 days before expiry and a last chance reminder 3 days before expiry.