How do I expire or reset loyalty points?

Introduction

By default, loyalty points in Roadmap never expire. But you can set rules to automatically expire points after a period of time, or manually reset balances if needed. This helps you control program liability and encourage customers to redeem their points.

Option 1: Automatic Expiration

You can configure Roadmap to expire points automatically.

1. In Shopify Admin → Apps → Roadmap → Loyalty, go to Settings → Points Expiration.
2. Choose your expiration rule:
   • Fixed expiry → Points expire after a set period (e.g. 12 months after earning).
   • Inactivity expiry → Points expire if a customer doesn’t earn or redeem within a set time.
3. Save changes — Roadmap will start applying the rule automatically.

👉 Example: Points expire if unused after 12 months.

Option 2: Manual Reset for a Single Customer

If you need to reset or adjust a specific customer’s points:

1. In Roadmap → Loyalty → Customers, search for the customer.
2. Open their profile.
3. Under Points Balance, click Adjust Balance.
4. Deduct points (partial or full).
5. Add a reason (e.g. fraud correction, account closed).

👉 The change appears instantly in the customer’s account and activity log.

Option 3: Bulk Reset

For program-wide resets (e.g. starting fresh or migrating from another app):

• Use the bulk adjustment tool to clear or reset balances.
• Or set a one-time expiration date for all existing points.

👉 Example: Reset all balances on January 1 when launching a new loyalty program.

Option 4: Tiers vs. Points

• Tier resets → Control status (Bronze, Silver, Gold) and can reset annually.
• Points expiration → Controls only redeemable balances.

👉 You can run them separately or together.

Best Practices

• ✅ Communicate expiration rules clearly in your program FAQs.
• ✅ Send reminder emails before points expire (“You have 200 points expiring soon!”).
• ✅ Use expiration to drive redemptions, but avoid making rules feel unfair.
• ✅ Give VIP tiers longer expiry windows or exceptions.

Common Questions

• Do points expire by default?
  • No — points never expire unless you enable it.
• Can I expire points only for inactive customers?
  • Yes — use inactivity-based expiry rules.
• Can I restore expired points?
  • Yes — manually add points back from the customer’s profile.
• Do expired points show in reports?
  • Yes — expiration is logged in customer activity history.

Summary

You can expire or reset loyalty points in Roadmap by:

• ✅ Setting automatic expiration rules (fixed or inactivity-based).
• ✅ Manually resetting a single customer’s balance.
• ✅ Bulk resetting balances during program changes.
• ✅ Keeping point expiration separate from tier resets.

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