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Customer Exclusion ​

Overview ​

Customer Exclusion prevents specific customers from participating in your loyalty program. Excluded customers cannot earn points, claim rewards, or interact with the loyalty widget. Configure exclusions based on customer tags, Shopify segments, or B2B customer status.

Accessing Customer Exclusion ​

  1. Open Keystone Loyalty Rewards app
  2. Navigate to Loyalty Program > Program Settings > Customer Exclusion

How Customer Exclusion Works ​

Excluded Customers Cannot:

  • See the loyalty widget on storefront
  • Earn points from any earning rule
  • Claim or redeem rewards
  • View their points balance
  • Participate in referral program

Excluded Customers Can:

  • Still shop normally
  • Make purchases
  • Receive order confirmations

Points and Transactions:

  • Existing points balance is frozen
  • No new transactions created
  • Previous transactions remain (archived)
  • Points don't expire while excluded

Exclusion Methods ​

Exclude by Customer Tag ​

Automatically exclude customers who have specific Shopify tags.

Configuration:

  1. Navigate to Customer Exclusion
  2. Click Add Tag Exclusion
  3. Enter tag name (e.g., "Wholesale", "Blocked")
  4. Save rule

How It Works:

  • Any customer with this tag is automatically excluded
  • Tag added in Shopify → customer excluded immediately
  • Tag removed in Shopify → customer included again

Use Cases:

  • Exclude wholesale customers
  • Block fraudulent accounts
  • Exclude employee accounts
  • Prevent specific customer groups

Example:

Exclusion Tag: "Wholesale"

Result: All customers tagged "Wholesale"
cannot participate in loyalty program

Exclude by Customer Segment ​

Automatically exclude customers in specific Shopify segments.

Configuration:

  1. Navigate to Customer Exclusion
  2. Click Add Segment Exclusion
  3. Select Shopify segment
  4. Save rule

How It Works:

  • Customers in selected segment are automatically excluded
  • Customer joins segment → excluded immediately
  • Customer leaves segment → included again

Use Cases:

  • Exclude B2B customer segments
  • Exclude bulk purchasers
  • Exclude specific customer cohorts
  • Prevent high-return customers

Shopify Customer Segments

Customer segments are created and managed in Shopify admin under Customers > Segments. The app automatically syncs with your Shopify segments.

Example:

Exclusion Segment: "B2B Customers"

Result: All customers in this segment
cannot participate in loyalty program

Exclude B2B Customers ​

Automatically exclude customers with B2B (business-to-business) accounts.

Configuration:

  1. Navigate to Customer Exclusion
  2. Toggle Exclude B2B Customers ON
  3. Save changes

Requirements:

  • Your store must use Shopify's Customer Accounts (not legacy accounts)
  • B2B functionality enabled in Shopify

How It Works:

  • All B2B customer accounts automatically excluded
  • New B2B accounts excluded immediately
  • B2B status removed → customer included

Use Case: Loyalty programs typically target individual consumers, not business buyers.

B2B Customer Accounts

This option only works with Shopify's modern Customer Accounts. Legacy customer accounts do not support B2B exclusion. If you're using legacy accounts, use tags or segments instead.

Managing Exclusions ​

Adding Exclusion Rules ​

Steps:

  1. Navigate to Customer Exclusion
  2. Choose exclusion method:
    • Add Tag Exclusion
    • Add Segment Exclusion
    • Enable B2B Exclusion
  3. Configure rule
  4. Save changes

Processing:

  • Background job queued
  • All customers re-evaluated
  • Exclusions applied automatically
  • Completes within 5 minutes

Removing Exclusion Rules ​

Steps:

  1. Navigate to Customer Exclusion
  2. Find rule to remove
  3. Click Delete or toggle OFF
  4. Confirm action

Processing:

  • Background job queued
  • Affected customers included again
  • Can earn and redeem points
  • Completes within 5 minutes

Viewing Excluded Customers ​

See which customers are currently excluded:

Process:

  1. Navigate to Customers
  2. Apply filter: Exclusion Status = Excluded
  3. View list of excluded customers

Information Shown:

  • Customer name
  • Exclusion reason (tag, segment, B2B)
  • Date excluded
  • Points balance (frozen)

Exclusion Priority ​

Multiple exclusion rules can apply:

If Any Rule Matches → Customer Excluded

  • Customer with excluded tag → Excluded
  • OR customer in excluded segment → Excluded
  • OR customer is B2B (if enabled) → Excluded

Example:

Rules:
- Tag "Wholesale" = Excluded
- Segment "B2B" = Excluded
- B2B Accounts = Excluded

Customer has "Wholesale" tag:
Result: Excluded (matches tag rule)

Customer has none:
Result: Included (no rules match)

Re-inclusion ​

When exclusion rules are removed or customer no longer matches:

Automatic Re-inclusion:

  1. Customer no longer matches exclusion rules
  2. Exclusion status removed
  3. Customer can participate again
  4. Previous points balance restored
  5. Can resume earning and claiming

Example:

Customer tagged "Wholesale":
- Status: Excluded
- Points: Frozen at 500

Tag removed:
- Status: Included
- Points: Active (500 available)
- Can earn and redeem again

Use Cases ​

Wholesale Customers ​

Goal: Prevent wholesale buyers from loyalty program.

Configuration:

Method: Tag Exclusion
Tag: "Wholesale"

Result: Wholesale customers excluded

B2B Accounts ​

Goal: Loyalty only for individual consumers.

Configuration:

Method: B2B Exclusion
Toggle: ON

Result: All B2B accounts excluded

Fraud Prevention ​

Goal: Block suspicious accounts.

Configuration:

Method: Tag Exclusion
Tag: "Blocked"

Result: Tagged customers excluded

Employee Accounts ​

Goal: Prevent employees from program.

Configuration:

Method: Tag Exclusion
Tag: "Employee"

Result: Employee accounts excluded

Best Practices ​

Use Tags When:

  • Need flexible exclusion management
  • Want to exclude/include quickly
  • Managing small groups
  • Need manual control

Use Segments When:

  • Excluding large customer groups
  • Based on purchase behavior
  • Using Shopify's native segmentation
  • Want automatic updates

Use B2B Exclusion When:

  • Have B2B accounts enabled
  • All business buyers should be excluded
  • Simple on/off toggle needed

Regular Review:

  • Check excluded customer list monthly
  • Verify rules still appropriate
  • Remove outdated exclusions
  • Monitor for false positives

Summary ​

Customer Exclusion prevents specific customers from participating in your loyalty program. Configure automatic exclusions based on customer tags, Shopify segments, or B2B account status. Excluded customers cannot see the widget, earn points, or claim rewards, but can still shop normally. Their existing points are frozen while excluded and automatically restored if re-included. Multiple exclusion rules can be active, and customers are excluded if they match any rule. Changes to exclusion rules trigger a background job that re-evaluates all customers within 5 minutes.