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Managing loyalty programs

You can configure a loyalty program at any time to suit your requirements.

Managing points settings​

You can specify the following points settings:

  • When points become active.
  • When points expire.
  • How points are managed after a partial return or cancellation.

Points​

You can define when your points become active and when they expire.

To define points settings for a loyalty program:

  1. On the leftmost menu, click Loyalty.

  2. Click the name of the program you want to edit.

  3. On the left-side menu, click Points.

  4. In Start date, select whether your points become active immediately or at a specific date and time after the session ends.

    Examples: Points expiry relative to session closure

    For all the examples mentioned in this table, we assume that the customer session closes on 12 October 2024, 07:20:50.

    Time after session closurePoints become active on

    1 days, Same time as session closure

    13 October 2024, 07:20:50

    1 days, Start of day (00:00:00)

    13 October 2024, 00:00:00

    1 days, End of day (23:59:59)

    13 October 2024, 23:59:59

    1 weeks, Same weekday as session close

    19 October 2024, 07:20:50

    1 weeks, End of week (Sunday 23:59:59)

    20 October 2024, 23:59:59

    1 months, Same day as session closure

    12 November 2024, 07:20:50

    1 months, End of month (23:59:59)

    30 November 2024, 23:59:59

  5. In Expiry date, select whether your points have an unlimited validity or expire on a specific date and time relative to their start date.

    Examples: Points expiry relative to start date

    For all the examples mentioned in this table, we assume:

    • The customer session closes on 12 October 2024, 07:20:50.
    • The rewarded loyalty points are active immediately.
    Time after start datePoints expire on

    1 days, Same time as start date

    13 October 2024, 07:20:50

    1 days, Start of day (00:00:00)

    13 October 2024, 00:00:00

    1 days, End of day (23:59:59)

    13 October 2024, 23:59:59

    1 weeks, Same weekday as start date

    19 October 2024, 07:20:50

    1 weeks, End of week (Sunday 23:59:59)

    20 October 2024, 23:59:59

    1 months, Same day as start date

    12 November 2024, 07:20:50

    1 months, End of month (23:59:59)

    30 November 2024, 23:59:59

Return policy​

You can choose how loyalty points are rolled back for partially returned, cancelled, and reopened customer sessions. By default, only pending loyalty points can be rolled back.

To manage rollbacks for points that are already active in a customer's balance, use the following options:

  • Enable Active points deduction to allow the deduction of a customer's active points for a rollback.
  • Enable Negative balance to allow a customer's active points balance to become negative for a rollback or manual points deduction. You can see this setting only after enabling Active points deduction.

Managing tier settings​

For profile-based loyalty programs, you can create, edit, and delete tiers, and choose when and how to downgrade customers who don't have enough points to remain in their tier. You can create up to 20 tiers.

To create tiers for a loyalty program:

  1. On the leftmost menu, click Loyalty.

  2. Click the name of the program you want to edit.

  3. On the left-side menu, click Tiers.

  4. Click Create Tier and configure the following parameters:

    • In Tier name, type the name of the tier.
    • In Min point threshold, define the number of points needed for customers to enter the tier.

  5. Click Save to create the tier. Repeat the steps above to create tiers as required.

  6. Select when to downgrade customers who do not have enough points to remain in their tier after it expires:

    • Immediate downgrade: The customer is downgraded to a tier that matches their current balance as soon as they don't have enough points to remain in their current tier.
    • Scheduled downgrade: The customer remains in their current tier until the tier is reevaluated.
    important
    • You can add or edit Scheduled downgrade for tiers only if there are no point transactions in the loyalty program.
    • Tiers are reevaluated every 30 minutes. A tier's scheduled reevaluation time is rounded up to the next 30-minute mark. For example, let's imagine a tier starts on March 1, 10:40:00 and is reevaluated monthly. This tier is reevaluated on April 1, 11:00:00, at the nearest 30-minute interval.

  7. For Scheduled downgrade only:

    • In Expiration type, select one of the following options:
      • Relative to program join date: The tier is reevaluated relative to when the customer joined the loyalty program.
        • In Reset every, select how often the tier is reevaluated. For example, every six months, on the last day of the month.
      • Relative to tier join date: The tier is reevaluated relative to when the customer joined the tier.
        • In Reset every, select how often the tier is reevaluated. For example, every week, relative to the tier join date.
      • Absolute expiration date: The tier is reevaluated relative to the start date of the tier cycle for all customers in the loyalty program.
        • In Tier cycle start, select the start date of the tier cycle. For example, March 1, 2025.
        • In Reset every, select how often the tier is reevaluated. For example, every two years.
    • In Select how to downgrade customers..., select one of the following options:
      • Match current balance: The customer enters the tier that matches the number of active points in their point balance.
      • Go down one tier: The customer moves to the tier below their current one. If the customer does not have enough points for the lowest tier's minimum requirement, they are removed from all tiers, and no current tier is assigned to them.

Managing join policy​

For profile-based loyalty programs, select the policy that defines when customers join the loyalty program.

important

The selected join policy cannot be changed after there are point transactions in the loyalty program.

To select the join policy for a loyalty program:

  1. On the leftmost menu, click Loyalty.
  2. Click the name of the program you want to edit.
  3. On the left-side menu, click Join policy.
  4. Select one of the following policies:
    • Points earned: Customers join the loyalty program when they earn points for the first time.
    • Points activated: Customers join the loyalty program when their points become active for the first time.

Managing loyalty program settings​

You can edit the loyalty program settings you specified when creating the program.

important
  • The API name, Time zone, and Environment settings cannot be changed after you create a loyalty program.
  • After you delete a loyalty program, customers can no longer use the points they earned through the loyalty program. Deleting the loyalty program also deletes all subledgers and point transactions associated with it.

To configure settings for a loyalty program:

  1. On the leftmost menu, click Loyalty.

  2. Click the name of the program you want to edit.

  3. On the left-side menu, click Settings.

  4. In Basic info, you can edit the Name and Description of the loyalty program.

  5. For card-based loyalty programs, edit the Card user limit to set the maximum number of customers that can be linked to a loyalty card.
    To link an unlimited number of customers, enable Unlimited Users.

  6. Enable Subledgers so you can create subledgers in the loyalty program.

  7. (Optional) In Connected Applications, you can add or delete Applications linked to your loyalty program.

    note

    Removing an Application from the list of connected Applications is only possible if it does not contain a campaign with rules referencing this loyalty program.

  8. To delete a loyalty program that is not linked to any Application, click Delete Program.

    Feature access
    Only admins have access to this feature.