Expiry or Auto Redemption
This feature may not appear in the Console, or may appear as only one of the options presented below, depending on configuration.
If your expiry program has been initiated, contact your Exchange Solutions Technology Solutions Architect (TSA) before making changes to understand the impact of those changes.
The Expiry or Auto Redemption section of the Console is used to manage how member points expire and the expiry horizon measured in months, or how points are automatically redeemed. Managing these factors can have a significant impact on reward points liability and member experience within a loyalty program. This section is for configuring the automated logic that expires a member's account and balance based on their duration of inactivity or on the aging of First-In First-Out (FIFO) points.
Settings will already be configured to facilitate expiry or auto redemption. The primary options here are to view the current settings or to change and save them. When an account meets the conditions for points to be expired or automatically redeemed, those points are swept from the account, which is reflected in the balances on the member page.
The transaction is also recorded under the Transactions tab on the member page.
Members set to be exempt from Last Activity Date (LAD) expiry aren't subject to the expiry conditions. Their points don't expire unless their status changes so that they are no longer exempt.
This topic covers three sections — two types of expiry and auto redemption:
Inactivity-Based Expiry
Inactivity-based expiry bases the expiry of points on the time elapsed since the last time specified activities were carried out by the member. You can select which activities count and set the maximum period of inactivity, so that if a member doesn't carry out a selected activity during that period, their account and balance expires. This helps remove dormant members and accounts from active participation in the loyalty program and reduces potential loyalty program liabilities.
View and change the inactivity-based expiry settings
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Navigate to Program > Expiry in the Console.
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In the Eligible Member Behavior section, select the behaviors that will update a member's Last Activity Date (LAD) and restart the inactivity clock. For example, if Earn Rewards is selected, the LAD is reset whenever there are transactions or activities that earn rewards for that member. The possible selections are:
- Earn Rewards: LAD updated when rewards are earned.
- Redeem Rewards: LAD updated when rewards are redeemed.
- Issuance of Discretionary Rewards: LAD updated when an agent manually adds rewards to an account (for example, to correct a previous transaction error).
- Issuance of Discretionary Clawbacks: LAD updated when an agent manually removes rewards from an account (for example, if points were awarded in error on a previous transaction).
- Returns: LAD updated when the system removes rewards due to the return of previous purchases (as a transaction adjustment).
- Points Transfer In: LAD updated when points are transferred into the account from another loyalty account.
- Points Transfer Out: LAD updated when points are transferred out of the account to another loyalty account.
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In the Inactivity Period field, enter the number of months from the LAD at which the member's points and account will expire. For example, if only Earn Rewards and Redeem Rewards are set in Eligible Member Behavior and the inactivity period is set to 24 months, then any member who hasn't had a transaction to earn or redeem points in the past 24 months will have their points expired.
- To save your changes, click Save Changes, then Save Changes again in the confirmation window. A message confirms that expiry has been updated.
FIFO-Based Expiry
FIFO-based expiry uses automated logic to expire member currency based on First-In First-Out aging of points from the time the currency was earned. When points reach the age limit set here, those points expire. Note that this section may not be displayed if FIFO-based expiry isn't enabled.
This section may not be configured in your Console.
View and change the FIFO-based expiry settings
- Navigate to Program > Expiry in the Console.
- If FIFO points expiry is enabled and points are set to expire rather than be automatically redeemed, the FIFO-Based Expiry section is displayed. This section controls how long after earning the member currency expires, measured in months. You can view and (with the appropriate permissions) change the value in the Balance Age field. For example, if you set the value to 12, points are automatically expired on a first-in, first-out basis after 12 months. If the member has a 3,000-point balance and earned 1,000 of those points 12 months ago, those 1,000 points expire, leaving a 2,000-point balance.
- To save your changes, click Save Changes, then Save Changes again in the confirmation window. A message confirms that expiry has been updated.
Auto Redemption
Auto Redemption uses automated logic to automatically redeem rewards that pass a specified age threshold on a First-In First-Out (FIFO) basis. This allows members to receive the value of their rewards even if they haven't redeemed them.
This section may not be configured in your Console.
View and change the auto redemption settings
- Navigate to Program > Auto Redemption in the Console.
- If FIFO points expiry is enabled and points are set to be automatically redeemed rather than expired, the FIFO-Based Auto Redemption section is displayed. This section controls how long after earning the member currency expires, measured in months. You can view and (with the appropriate permissions) change the value in the Balance Age field. For example, if you set the value to 12, points are automatically redeemed on a first-in, first-out basis after 12 months. If the member has a 3,000-point balance and earned 1,000 of those points 12 months ago, those 1,000 points are redeemed, leaving a 2,000-point balance.
- To save your changes, click Save Changes, then Save Changes again in the confirmation window. A message confirms that the update has been completed.