Point Management Overview

The Point Management Module allows you to configure and manage all customer point accounts and point sources for your loyalty program. This module also includes useful reporting with access to a detailed Point Audit Log, Point Liability Report, and Point Source Detail Report.

The basic building blocks of this module are the Point Account and Point Source.

Point Account – The various accounts that points are awarded to at the customer level. Point Accounts can include spendable points, tier qualifying points, promotional points and so on. The sum of all similarly classified accounts represents the customer’s total point balance for that classification.

Note

It would be uncommon to designate an account as both spendable and tier-qualifying since spending points on an offer would also decrease the tier-qualifying balance. Typically these balances are tracked independently.

Point Source – All points originate from a point source and are distributed into various point accounts. Each point source has an audit log so you can run partner-based promotional programs with a reconcilable audit trail that accounts for every single point.

Point Management Dashboard

The Point Management dashboard allows you to navigate between your point accounts, point sources and various reports. There are persistent buttons in the upper right to create a new point account or point source.

Point Accounts View

The Point Accounts tab allows you to sort or search your accounts by name. It also shows you top level information about your point accounts.

The Point Accounts list view.

Name – This is only visible internally and should be descriptive so that you can easily identify the account when linking to point sources, setting up loyalty rules or viewing reports.

Status – An account will be either Active or Inactive. Accounts are set to Active upon creation.

Default – Yes or No; Yes means that spend operations will automatically deduct from the account.

Sources – This will show how many point sources are feeding into the account. There is no limit to the number of sources that can feed any point account, and the same source can feed multiple, different accounts.

Actions – Depending on the status of the point account, you will have different actions you can take. Active accounts can be edited and deactivated. Inactive accounts can only be activated.

Point Sources View

The Point Sources tab allows you to sort or search your sources by name. It also shows you top level information about your point sources.

The Point Sources list view.

Name – This is only visible internally and should be descriptive so that you can easily identify the source when linking to point accounts, setting up loyalty rules or viewing reports.

Status – Sources can be Active, Paused or Archived. Sources are set to Active upon creation.

  • Active – The point source is active as long as inventory is above zero — or there is no inventory restriction, making it unlimited. Only active point sources will be available to be assigned in the platform, such as being linked to point accounts or used in loyalty rules.
  • Paused – This indicates a point source that has been manually paused or fell into a paused state because the inventory reached zero. When paused, no points can be issued from the source. The source can be set back to active (unless point balance remains at zero) or archived from a paused state.
  • Note

    Pausing a point source will have downstream impacts to existing campaigns and loyalty rules.

  • Archived – A point source can only move into archived state from a paused position. You will need to confirm the archive request since archiving will immediately expire any remaining current inventory.

Accounts – This will show how many point accounts the source is linked to. There is no limit to the number of point accounts a source can feed into, and the same source can feed multiple, different accounts.

Tip

By default, when a new point source is created, it is linked to all existing point accounts. You can change this during source creation or go back and edit the source at any time.

Actions – Depending on the status of the point source, you will have different actions you can take. Active sources can be edited and paused and archived. Paused and Archived accounts can only be activated.

Point Audit Log Report

The Point Audit Log Report tracks changes to the point accounts and sources related to points spent or earned. This is a useful log for troubleshooting, testing and validating that everything is in working order for your system.

Choose parameters to filter the audit log results.

You can filter by the following parameters:

Date Range – Choose a pre-selected time period — last 7 days, last 30 days, last month, this month — or set your own custom date range.

Point Account – Choose the point accounts you want to view.

Point Source – Choose the point sources you want to view

Transaction Type – Select the type of transactions you want included in the report, such as Point Issuance, Point Redemption, Point Transfer and so on.

User ID – If you are trying to see behaviors from a particular customer, you can enter their User ID and see only their activity.

Reference ID – The Reference ID is an ID associated to the source system responsible for the point activity. For example, buying a reward from a store would display the offer ID as the Reference ID. As with User ID, if you have a particular Reference ID you want to view activity for, you can enter it here.

Once you’ve entered all your filter criteria, the results will appear in a table below the filter fields. You can use the search field to further refine your results.

A table of results appears below the filters.

In the table of results, you will see all the fields from the Search Criteria, plus the following additional information:

Point Audit Log ID – A unique ID associated with the entry in the audit log.

Modification – This shows the movement of points in a point account. Earned points are represented with a positive number, deductions are represented with a negative number. For example “-50” would be a deduction of 50 points.

Amount Spent – This shows if any of the added points (shown in the Modification column) have been spent. This will only ever have a value when the Modification is a positive number.

Amount Expired – This shows if any of the added points (shown in the Modification column) have expired, based on existing point expiration policies. As with Points Spent, this will only ever have a value when the Modification is a positive number.

Tip

When the Amount Spent value and the Amount Expired value add up to the Modification value that means all the points associated to that audit log entry have been consumed.

Reference Type – A summary of the type of point transaction, such as “Manual Point Adjustment (add)” for a point addition made by someone at your company.

Time of Occurrence – The time the transaction occurred, displayed in UTC.

Point Liability Report

The Point Liability tab shows your point liability snapshots by point source.

Filter point liability report by time and point source.

Date Range – Choose a pre-selected time period — last 7 days, last 30 days, last month, this month — or choose your own custom date range.

Point Source – Choose a single point source or a combination.

The results table shows the point liability for the specific point source or sources chosen. The point liability is calculated by taking the points issued in the date range you selected and subtracting both points that were spent and expired.

Results of point liability filters.

Point Source Report

The Point Source Report tab shows the breakdown of Points Issued, Points Redeemed, and Points Expired over time. The report can be filtered by date range and point source. Additionally the data can be viewed in a daily or cumulative view.

Point source filters and graph.

You can filter by the following parameter:

Date Range – Choose a pre-selected time period — last 7 days, last 30 days, last month, this month — or choose your own custom date range.

Point Source – Choose a single point source or a combination.daily view or a cumulative view.

View – Choose to see daily or cumulative data in the graph.

Below the graph you will see a table of raw data. The table contains both daily and cumulative data for the date range and point sources selected.

Results of point source filters.

The data can be exported via the “Export” button in the upper right. You’ll be presented with a window where you can specify where to email the data, as well as change the date range. You can enter multiple email addresses separated by a comma.

Export your report data to analyze further.

Point Accounts

Points are issued from point sources into customer point accounts. While customers only see one loyalty point balance on the front end, point accounts can serve as a useful tool to bucket points with different purposes or different point expiration policies. For example, you may use different point accounts to track a customer’s spendable point balance versus a customer’s tier qualifying point balance. You can configure as many point accounts as needed.

Creating a Point Account

To create a point account, click the Create Point Account button in the upper right of the Point Management module. You’ll be presented with a modal window.

Form to create a point account.

Point Account Name – This is an internal name for your point account. Using a descriptive name will help you identify the account when running reports and setting up loyalty rules or other tasks that require you to choose a point account from a list.

Grouping Label – Mechanism to group similar point accounts with each other. This creates a label included in any balance request, which allows developers to create rules that sum across grouped accounts and display one balance to the customer in the front end.

Make Default – If checked, the account will be the one that is automatically used for spend operations when no point account is specified. If multiple accounts are marked as “default,” then a “First In, First Out” rule will be followed for all the accounts.

Allow Negative Balance – This controls how returns are handled. If checked that means that any returns or “spend” operations can result in a negative point balance and the customer is responsible for recovering the points. However, if left unchecked, then the liability of any returns will be shifted to your organization. This box is checked by default.

Set a Maximum Balance – Defines the maximum balance that a point account can accrue.

Choose Point Source to Link – Point sources that can deposit into this point account.

Choose Point Expiration Policy – Represents the frequency by which points will be expired from the customer’s point account. Point configuration policies are further detailed in the Point Expiration section below.

Defining an Expiration Policy

Each point account has its own independent point expiration policy, allowing you to expire points at different intervals. Points can be set to expire based either upon a rolling expiration or on customer inactivity.

Rolling Point Expiration Policy

This policy allows you to expire points on a rolling timeframe, based on when the points were issued to the customer.

Settings for a rolling expiration policy

The first step is to set the frequency for when points will be evaluated for expiration. You can set the evaluation to run on a daily, weekly, monthly or yearly basis.

For any timeframe other than daily, you need to set the exact time to run the expiration. For example, “expire points every 4 weeks” means you need to select the day of the week to run this evaluation. Or, “expire points every year” means you need to select the month and day of the year to run the evaluation.

The second step is to define the age of points that need to be expired each time the evaluation is run. You can choose days, weeks or years. For example, expire un-used points older than 180 days. Or, expire un-used points older than 2 years.

Escrowing Points

In addition to expiring points, you can also choose to roll expired points into another account. This is useful in the case of points needing to be escrowed before they are available to a customer. For example, points earned from purchase activity might be held in escrow until a return period has passed.

Rolling over points to another account allows you to create an escrow function.

To escrow points you should set up a point account to hold the escrowed points, with its expiration policy set to the escrow period. Select the “rollover expired points to another account” checkbox, and then choose the appropriate account to roll into.

Tip

Add “escrow” to the account name to easily identify and find escrow point accounts.

User Inactivity Expiration Policy

This policy allows you to expire a percentage of points based on a customer’s inactivity. You can define what counts as activity.

Settings for a user inactivity expiration policy

The first step is to set the frequency for when points will be evaluated for expiration. You can set the evaluation to run on a daily, weekly, monthly or yearly basis.

For any timeframe other than daily, you need to set the exact time to run the expiration. For example, “expire points every 4 weeks” means you need to select the day of the week to run this evaluation. Or, “expire points every year” means you need to select the month and day of the year to run the evaluation.

The second step is to select the the percentage of total points that should be expired each time the evaluation is run.

The third step is to choose all the events that will qualify as activity for a customer. This means that if the customer executes any of these selected events, when the evaluation period happens, all their points will be safe.

The last step is to set the actual expiration rule, by specifying the inactivity period that will cause points to be expired. You can select days, weeks or years. For example, expire points when user is inactive for 90 days. Or expire points when a user is inactive for 1 year.

Point Sources

All points originate from a point source and are awarded into various point accounts. You are able to run reports based on how many points were issued by specific point sources, and also gain insight into where those points were spent, when they expired, and what your existing liability is for points currently available to customers.

Each point source consists of configurable attributes, has an indicator providing the status of the point source, and allows you to build in frequency restrictions and inventory controls. Point sources also provide an audit log indicating point modifications (additions and deductions), points spent, and point expirations. Each point source will require at least one point account to link to, but can be linked to any number of point accounts.

Tip

You might set up a point source to award points into a Spendable account as well as into a Tiers account, where the points are used to assess a customers tier level.

Creating A Point Source

To create a point source, click the Create Point Source button in the upper right of the Point Management module. You’ll be presented with a modal window.

Basic information to create a Point Source. Restrictions can be added after creation.

Point Source Name – This is an internal name for your point source. Using a descriptive name will help you identify the source when running reports and setting up loyalty rules or other tasks that require you to choose a point source from a list.

Choose Point Account to Link – Select the point account or accounts that the point source can deposit into. All active point accounts will be selected by default.

Adding Source Restrictions

Once your point source is created, you can find the source in the point source list view and click “edit” under the Actions column in order to set frequency or inventory restrictions on the source.

The Point Source Restrictions table will show any restrictions you have set up and will allow you to add, edit or delete them.

View, add, edit or delete point source restrictions.

You can add new restrictions by clicking the Add Point Source Restriction button, which will open a modal window.

Frequency Restrictions

The Frequency Restrictions tab lets you control the maximum number of points a source can issue in a given time period.

Restrict the number of points distributed from a source in a given timeframe.

Restrict Per Customer – This checkbox allows you to specify that the limit applies to each customer individually. This will restrict how many points any one customer can earn in the timeframe, but does not limit the total number of customers who can earn it. If you leave this unchecked, then the limit will apply to the point source itself. That means as soon the Max Point amount is distributed, no other customers can receive points within the set timeframe.

Max Points – The maximum number of points that can be distributed in the given timeframe.

Time – Set the timeframe for the point distribution limit

Inventory Restrictions

The Inventory Restrictions tab lets you set the total amount of points that are available for the source. If a value is set, once the total inventory is depleted the point source will automatically move to a paused state.

Set inventory levels for a point source. Once depleted, the source will automatically be paused.

Once an inventory is set, any changes will need to be made via a modification to the inventory, and will be tracked in the point audit log.

Inventories can be adjusted by adding or subtracting points.

To add points to the inventory, simply enter a number into the modification field. To reduce the inventory, enter a negative number.