thread Re: Loyalty Point Expiring (Lapsing) in Payments Troubleshooting

Loyalty Point Expiring (Lapsing)

BillysExpress — Sun, 21 Sep 2025 17:24:36 GMT

Customers loyalty points are expiring (lapsing)

All their points disappear, doesn't seem to be a way to prevent this.

Getting upset customers.

Re: Loyalty Point Expiring (Lapsing)

nika — Sat, 01 Aug 2020 19:44:06 GMT

Hi @BillysExpress- Sounds like it would be helpful for you to set an expiration date for your Loyalty points. This would help prevent your customers points from expiring and hopefully your customers won't be so upset.

Re: Loyalty Point Expiring (Lapsing)

BillysExpress — Sat, 01 Aug 2020 20:09:35 GMT

That particular option is shaded out so you can't click it. I assume that option was disabled in Canada, from what I understand, loyalty points are not allowed to expire.

Re: Loyalty Point Expiring (Lapsing)

BillysExpress — Sat, 01 Aug 2020 20:47:54 GMT

In the link you left, says to go to loyalty, to settings and edit the expire points tab, finding that page was easy, but that particular option is not there.

As I am looking at my customer loyalty accounts, dozens of them have been moved to lapsed and their points are now gone and they must open a new loyalty account

Re: Loyalty Point Expiring (Lapsing)

BillysExpress — Sat, 01 Aug 2020 20:54:16 GMT

Also, some customers are being randomly sent to the Lapsed group after a few months of inactivity and other customers are not being sent to the lapsed group after a year of inactivity ???

We obviously had a lot of inactivity as most business were closed due to COVID

Re: Loyalty Point Expiring (Lapsing)

nika — Tue, 04 Aug 2020 12:59:21 GMT

@BillysExpress Thanks for the info. I'm waiting to hear back from our Loyalty team on an answer about this lapsing customer issue. Once I hear from them I'll report back here.

Re: Loyalty Point Expiring (Lapsing)

BillysExpress — Tue, 04 Aug 2020 17:14:12 GMT

Thank You 🙂

Re: Loyalty Point Expiring (Lapsing)

nika — Thu, 13 Aug 2020 12:45:22 GMT

Hey @BillysExpress- Apologies for the delayed reply here! Looks like the best course of action would be for you to give our Loyalty team a call so they can check those groups for you. Might be a glitch of some sort.

Re: Loyalty Point Expiring (Lapsing)

BillysExpress — Mon, 17 Aug 2020 15:47:56 GMT

Thank You