Point Expiry
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Written by Success team
Updated this week

To see which plans include Point Expiry please see our pricing page


Reward expiry

Rewards don't have an expiry date. You can disable the rewards at any time, however, once disabled the redeemed but unclaimed rewards won't be able to be used at the checkout.

If you want to give points back to your customers after you disabled them, or you're out of stock you can do this manually. Go to the customer's account, scroll to the bottom of the page, and click the button Refund.


Point expiry

By default, points in LoyaltyLion do not expire. However, this feature is available on selected plans. Please visit our plans and pricing page to see what plan this feature is available on and contact your account manager for access.


How to enable point expiry

1. Log in to your LoyaltyLion account
2. Click on the tab Manage

3. On the left find Configuration and click Settings 

4. Find Enable point expiry and set the number of months 


How the point expiry works

If you have a live program and you set the point expiry to be live, we do not immediately begin expiring existing customer points.

Once you switch on point expiry, the expiration will only take place one expiration period after the date you switch it on. The expiration period is the length of time you specified when setting up the point expiry:

This means that if your expiration period is 12 months and you enable point expiry on March 1st, 2022, customers will start to have points expire on March 1st, 2023.

If the customer has not made any purchases for a consecutive 12-month period, they will have their approved points balance expire in full. Any points earned during the 12-month period from non-purchase activities will also expire on the same date.

If a customer hasn't placed any orders from the point they joined the Loyalty Program, then the expiry period is calculated from the time they register their account.


FAQ

Q. Will my customers be notified if their points are about to expire?

Yes! Once you've enabled point expiry, you can automatically email the affected customers - encouraging them to redeem their points or make a purchase to keep their existing balance.

You can find our Points expiring soon email in the Emails tab. 

Q. What happens to pending points?

If a customer still has pending points when their points are expired, those points will remain pending. We don't remove a customer's recently pending points because it's a good indication that they're beginning to re-engage with your loyalty program.

Q. What happens to points that guest customers have? Do they also expire?

We do not expire points of guest customers, as we are unable to notify them about their point expiring. We will keep the points until the guest customer enrols. Only then, we will start the point expiry clock. If a customer doesn't place any orders from the point they joined the Loyalty Program, then the expiry period is calculated from the time they register their account.

Q. Can customers extend their points differently, for example by receiving birthday points or completing social media activities?

No, only placing an order can stop points from expiring.

Q. Are points a financial liability?
If you're wondering whether points count as a financial liability - they normally don't. Here is more information: http://www.iasplus.com/en-gb/standards/ifric/ifric13

Q. If I change my point expiry settings from a longer period of time to a shorter one (eg. From 12 months to 6 months), what will happen? Will customers' points expire straight away?

This depends on the level of engagement from the customers in your store. In this scenario, any customers who have been making from your store in the past six months should not see their points expire.

However, if your previous point expiry period was 12 months and you changed this to 6 months, any customers who had made a purchase after the 6-month period would be eligible for expiry. For example, let's say customer A made a purchase 8 months ago and you switch the point expiry period to 6 months.

In cases like these, customers will get a two-week grace period from the time the setting is changed where you can let them know their points are due to expire. We recommend you let the customers know so that this does not come as a surprise (and this can be a great way to get customers to re-engage!)

Please bear in mind that:

  • Anyone who has already received a point expiry email warning them that their points will expire in 2 weeks will have their points expire when we said they would.

  • If your point expiry emails are enabled, customers whose expiry date will be placed in the past because of the change we are doing will receive the email to let them know straight away that they have 2 weeks before their points expire.

  • If your point expiry emails are enabled, customers whose points expiry date is still in the future and haven't received a point expiry email yet will receive the email about their points expiring 2 weeks ahead of whenever the new deadline is.

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