Points Expiry

Overview

Points Expiry automatically resets customer points to zero after a period of inactivity, encouraging regular engagement with your loyalty program. Configure global expiry periods, override for specific customers, and exclude customers as needed.

Accessing Points Expiry

1. Open Keystone Loyalty Rewards app
2. Navigate to Loyalty Program > Program Settings > Points Expiry

Enable Points Expiry

Master toggle to enable or disable points expiry for your entire program.

When Enabled:

• Points expire after inactivity period
• Daily check for expired points
• Customers notified before expiration
• Transactions archived when expired

When Disabled:

• Points never expire
• No inactivity monitoring
• All points remain active

Inactivity Period

Global Inactivity Period

Set the default inactivity period for all customers.

Configuration:

• Set number of months of inactivity
• Applies to all customers by default
• Can be overridden per customer

How It Works:

• Countdown starts from last transaction
• Any earning or spending resets timer
• Points expire at end of period

Examples:

Inactivity Period: 3 months

Customer's last transaction: January 1
Inactivity deadline: April 1
If no activity by April 1: Points expire

Individual Customer Override

Set custom inactivity periods for specific customers.

Use Cases:

• VIP customers get longer periods
• New customers get shorter periods
• High-value customers get extensions
• Promotional extensions

Configuration:

1. Navigate to customer details
2. Click Edit Expiry Period
3. Set custom inactivity period
4. Save changes

Example:

Global period: 3 months
VIP customer override: 6 months

Result: VIP customer has 6 months
before points expire

Bulk Override

Apply custom inactivity periods to multiple customers at once.

Process:

1. Navigate to Customers
2. Filter or select customers
3. Click Bulk Actions
4. Select Set Expiry Period
5. Enter custom period
6. Apply to selected customers

Tag/Segment Association

Automatically apply expiry periods based on customer tags or segments.

Configuration:

1. Navigate to Points Expiry Settings
2. Click Add Tag/Segment Rule
3. Select tag or segment
4. Set inactivity period
5. Save rule

Examples:

Rule 1: Tag "VIP" = 12 months
Rule 2: Segment "New Customers" = 1 month
Rule 3: Tag "Loyal" = 6 months

Priority:

• Individual overrides > Tag/Segment rules > Global period

Exclude Customers from Expiry

Prevent specific customers' points from expiring, regardless of inactivity.

Individual Exclusion

Exclude a single customer from points expiry.

Configuration:

1. Navigate to customer details
2. Toggle Exclude from Points Expiry ON
3. Save changes

Result: Customer's points never expire, even with inactivity.

Bulk Exclusion

Exclude multiple customers at once.

Process:

1. Navigate to Customers
2. Filter or select customers
3. Click Bulk Actions
4. Select Exclude from Expiry
5. Apply to selected customers

Use Cases:

• Exclude all VIP tier customers
• Exclude high-value customers
• Exclude lifetime members
• Exclude store ambassadors

Expiry Process

Daily Check

Automated daily job checks for expired points:

Process:

1. Runs daily at scheduled time
2. Checks each customer's last activity date
3. Compares to inactivity period
4. Expires points if period exceeded
5. Creates expiry transaction

Ignored:

• Customers excluded from expiry
• Inactive stores
• Already expired points

When Points Expire

What Happens:

1. Customer points reset to zero
2. "Inactivity expiration" transaction created
3. Previous transactions archived
4. Customer notified (if enabled)

Transaction Archive:

• Transactions soft-deleted
• Not visible in standard view
• Can be viewed in "Archived Transactions"
• Never permanently deleted

Example:

Customer Balance: 500 points
Last Activity: 3 months ago
Inactivity Period: 3 months

Expiry Process:
- Points reset to 0
- Expiry transaction created: -500 points
- Previous transactions archived

Extending Expiry Dates

Manually extend expiry dates to give customers more time.

Individual Extension

Process:

1. Navigate to customer details
2. Click Extend Expiry Date
3. Select new expiry date or add time
4. Save changes

Bulk Extension

Process:

1. Navigate to Customers
2. Filter or select customers
3. Click Bulk Actions
4. Select Extend Expiry
5. Choose extension period
6. Apply to selected customers

Extend All Customers

Process:

1. Navigate to Points Expiry Settings
2. Click Extend All
3. Select extension period
4. Confirm action
5. All customer expiry dates extended

Use Case: Run promotional campaign giving all customers extra time.

Customer Notifications

Customers can be notified before points expire:

Notification Types:

• Points Expiring Soon (reminder)
• Points Expired

See Customer Email Notifications for configuration.

Use Cases

Re-engagement Campaign

Goal: Bring inactive customers back to store.

Configuration:

Inactivity Period: 3 months
Notification: 7 days before expiry

Strategy: Remind customers about expiring points

VIP Customer Retention

Goal: Give VIP customers longer grace period.

Configuration:

Global: 3 months
VIP Tag: 12 months

Result: VIPs have 4x longer expiry period

New Customer Activation

Goal: Encourage quick engagement from new customers.

Configuration:

Global: 6 months
Segment "New Customers": 1 month

Result: New customers incentivized to engage quickly

Seasonal Promotion

Goal: Give all customers extension during holiday season.

Action:

Extend All: +2 months
Timing: November-December

Result: Holiday boost for all customers

Related Pages

• Program Settings - Basic program configuration
• Customer Exclusion - Exclude customers from program
• Customer Email Notifications - Expiry notifications

Summary

Points Expiry resets customer points to zero after a period of inactivity, encouraging regular engagement. Configure a global inactivity period for all customers, override for individuals or groups, and exclude specific customers entirely. Use customer tags and segments to automatically apply expiry rules. A daily job checks for expired points and creates expiry transactions. Merchants can extend expiry dates for individuals, groups, or all customers. When points expire, transactions are archived (not permanently deleted) and customers are notified if enabled. Use points expiry for re-engagement campaigns, customer retention, and activating inactive customers.