🔓 Points Expiry is unlocked on the Marsello Pro Plan.

Points Expiry is the ability to automatically reset the customers points balance to 0 after a set timeframe of inactivity. If the customer hasn't earned or spent points within the set timeframe, their points balance will expire.  

Points expiry is a great strategy to encourage loyalty program engagement and urgency. Re-engage inactive customers by reminding them of their existing points balance before they're gone!

In this article:

  • How points expiry works
  • How to set up points expiry
  • Set up automated points expiry notification emails 
  • How it works – Your customers' experience
  • FAQs – Common questions on points expiry

How points expiry works

Points expiry is set on a rolling basis. If the customer hasn't earned or spent points within the set timeframe their loyalty points balance will automatically reset to zero. 

How to set up points expiry

1. In your Marsello Admin, under Loyalty, go to Settings

2. Next Points Expiry, select the timeframe of inactivity from the drop-down.
(Inactivity = If the customer hasn't earned or spent points within the set timeframe their loyalty points balance will automatically reset to zero.)

3. Next to Points expiry, click on the toggle to turn Points Expiry ON 

⚠️ Important: To prevent customers' points balances immediately expiring (which is typically not intended), Marsello allows you to specify the number of days before the customer's points will expire for those already past the expiry time frame.  

4. Click Yes, enable points expiry to confirm that you want to turn Points Expiry on.  

📝 Note: Ensure you have the Send the Last Chance Email to these customers? enabled to ensure they know their points will expire. 

Points expiry will now be enabled on for your loyalty program.

Set up automated points expiry notification emails 

1. In your Marsello Admin, under Loyalty, go to Email Notifications

2. Click Preview & Edit to customize the content of the email template (optional)

📖 Keep reading: Customize your loyalty program email templates

3. Next Points expiry - reactivation email, click on the toggle to turn this email ON

4. Next Points expiry - last chance email, click on the toggle to turn this email ON

The points expiry notification emails will begin to send to customers whose points are due to expire.

How it works – Your customers' experience

If the customer hasn't earned or spent points in your selected timeframe, their loyalty points balance will automatically reset to zero. 

  • If you have the Points expiry - reactivation email enabled, your customers will receive a notification email 30 days before their points are due to expire to encourage them to take action to keep their existing points balance. 
  • If you have the Points expiry - last chance email enabled, your customers will receive a notification email 1 day before their points are due to expire to encourage them to take action to keep their existing points balance. 

If the customers' points balance has expired, when they next log in to their loyalty profile, they will see their points balance has been removed.

FAQ – Common questions on Points Expiry

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

You can choose to turn on warning email notifications that will automatically notify your customers before their points are about to expire. This will encourage your customers to use their loyalty points or make a purchase in order to keep their existing points balance. 

What happens to pending points?

If the customer still has pending points when their points are expired, those points will remain pending. 

Where can I view the customer's expired point balances?

When the customer's points balance has expired, this is added as an activity under the customer's profile in the Marsello admin. Here you can see the total points that expired and the date the points balance expired. 



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