Introduction

Revitalize your loyalty program and maintain customer engagement by implementing a strategic feature: point expiration for dormant accounts. This approach not only enhances participation but also instills a sense of immediacy, prompting members to remain active within your program!

Setting Up Points Expiration

Inactivity triggers point expiration, incentivizing customers to interact regularly to preserve their point balance. Should a member fail to earn or use points within the designated timeframe, their accumulated points will be nullified. Program participants can easily check their points' expiration date by accessing their account on the platform.

1. Go to Loyalty > Points
2. Scroll down to Points Expiry
3. Check the option Reset points balance to zero after a certain period
4. 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
5. 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
6. Click Save.

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.

For customers who maintain activity within a 12-month period, we'll use the most recent interaction date to determine the updated expiration timeline.

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 are subject to expiration unless a customer engages in point-earning or redemption activities through any of the available options within the Points program (Earning Methods & Redemption Options).