Settings & Configuration
Expiration Settings
Days until points expire: Custom timeframe for points expiration. By default, only earned points will expire X days after the most recent shopper transaction, based on the number of days entered in this field.
Points expiration start date: This is the starting date for expiration logic to start counting down from. On this day, shoppers will have the configured number of days to make a purchase or other transaction before their earned points expire.
Any points earned before the date set in this field would be protected from expiration. If you wanted points from the past 6 months to expire, this date would need to be set 6+ months prior to today.
đ¨ Important: Updating your loyalty points expiration settings will apply the changes to all shoppers, retroactively. This could cause some shopper points to expire. We recommend contacting support before you make any changes to expiration.
Points Expirations After Automatic Adjustments
New Block adjustments are not applied if the balance is negative and the latest event is an expiration or block adjustment. This logic helps prevent continuous cycles of Block adjustments and expirations. However, it may sometimes lead to miscalculations. To ensure accurate outcomes, a manual review and adjustment might be necessary to address any discrepancies caused by the timing of these events.
In situations where expirations and block adjustments occur, our policy ensures that the most recent adjustment remains active to maintain a stable balance.
Custom Points Expiration Logic
Accounts subscribed to AIQ Loyalty at the Enterprise level have additional custom logic options available. Reach out to your AIQ Success Manager or our support team for more information on implementing custom logic for your Enterprise Loyalty subscription.
Custom expiration logic available for:
Legacy points
Automatic points blocks
Audience points adjustments
Custom points redemption and depletion logic
â ď¸ Warning: If custom expiration logic is enabled, shoppers may see a reduction in their legacy, gifted, or other points that would typically not expire with standard points expiration logic. Custom expiration logic will continue to follow the set Points expiration start date and Days until points expire loyalty settings.
Frequently Asked Questions
Why did my shopper's points disappear?
When points expire, the shopper's balance is reduced automatically â there is no in-app notification sent to the shopper. The most common causes are:
The expiration countdown (Days until points expire) ran out since the shopper's last transaction.
The Points expiration start date was set to a date that caused previously earned points to expire immediately.
Expiration settings were changed retroactively â any change to expiration settings applies to all shoppers, including past balances.
To investigate, navigate to the shopper's Persona in AIQ and review their points timeline to identify when the expiration event occurred and what triggered it.
My shopper's balance looks wrong after expirations â what should I do?
If expirations and block adjustments are cycling (each triggering the other), AIQ's logic prevents new block adjustments when the latest event is already an expiration or block adjustment. This may require a manual review and adjustment to correct the discrepancy. Contact AIQ Support with the shopper's Persona ID and a description of the expected vs. actual balance.
What happens to my shoppers' points if I switch from Modern expiration to FIFO?
When you enable FIFO, each shopper's current balance is carried over as a rollover lump sum at the switchover time. Your existing expiration settings (Days until points expire, Points expiration start date) continue to apply under FIFO. See the First In, First Out (FIFO) Expiration Logic article for full migration details, including rollover behavior and what to expect during the switchover window.
Need Help?
If you need assistance, reach out to AIQ Support anytime via chat widget within your AIQ Dashboard.