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.
Steps:
1. Go to Program > Points
2. Scroll down to Points expiry
3. Check Edit and specify the duration (in months) after which points will expire. This period can range from a minimum of 1 month to a maximum of 60 months.
4. Click Save, and enable points expiry.
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.
Points Expiry Notifications
When a customer's points are about to expire, the system automatically sends reminder emails based on the expiry settings:
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.
Steps:
Navigate to Program > Email.
Scroll down to the Expired section, locate Points expiry - Warning or Points expiry - Last chance card.
Click Edit.
Configure banner image, content, and other settings as needed.
Click Save.
Where Customers View Expiry Dates
Customers can view their points expiry date in three ways:
In notification emails about upcoming points expiration
In their account dashboard after logging in on reward page
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
1. What is the minimum and maximum period I can set for points expiry?
You can set the expiry period anywhere between 1 month and 60 months.
2. Under what conditions do points expire?
Points expire if a customer does not earn or redeem points through any active options in the loyalty program (such as Ways to Earn or Ways to Redeem).
3. When does the points expiration feature take effect?
The expiry setting applies immediately once configured.
4. Will customers be notified before their points expire?
Yes! After setting up email notifications, customers will receive:
A warning 30 days before their points expire
A final reminder 3 days before expiry