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Points Freeze Windows

Restrict points accrual for specific customers using Points Freeze Windows in AIQ. Create, edit, and delete freeze windows manually or via CSV bulk import.

Updated over a week ago

What Is a Points Freeze Window?

A point freeze window allows retailers to set a period of time that restricts points accrual for a specific customer.

Freeze windows do not delete or create new events, or change any part of the persona record. They simply modify the point values of existing events if they fall within the selected date range.

Benefits

  • Prevent fraud or misuse of points

  • Limit points accumulation when appropriate or necessary (e.g. during policy change, system maintenance, or before a promotional period)

  • Business recalibration (e.g. inventory reconciliation, financial reviews, etc.)

Events

During a points freeze window, some actions related to points are still allowed, but many are blocked.

Blocked Actions

Customers are unable to collect points from sales, multipliers, boosts, referrals, collectibles, and legacy point events.

Expirations will not occur for any events that took place during a window, as they are not eligible for points.

Block adjustments will not be awarded during a freeze window. If a persona's balance has become negative during the point freeze window (due to expirations, redemptions, merging, etc.), a block adjustment will be awarded the day after the window ends to bring the balance back up to 0. If a freeze window is applied retroactively and there are existing block adjustments that occurred during the window, they will be ignored.

Allowed Actions

Points adjustments to existing balances are allowed to occur during the point freeze window.

Redemptions are allowed to occur during a window if the persona has points from before the window started.

Expirations can occur for any events that took place before the window and are set to expire during the window if reset_gaps is not enabled.

  • Start Time: The time that the point freeze window will begin.

  • End Time (optional): If provided, the time that the point freeze window will end. If not provided, all customer actions after the event start_time will not accrue points.

  • Reset Points (optional): If enabled, the persona's balance will be zeroed and they will start accumulating points at zero (0) once the freeze window ends. If disabled, the persona will keep any points accumulated before the window start_time.

  • Reset Gaps: Only applicable when expirations are enabled. If reset_gaps is enabled, expirations will not occur during the window for events before the window's start_time. The first sale after the window's end_time will be the new starting point for expiration gaps. If reset_gaps is disabled, expirations can occur during the freeze window for pre-window events.

How It Works

Each freeze window applies to a single persona, and each persona can have multiple freeze windows.

Create Freeze Window Manually

  1. Navigate to Settings > Loyalty > Persona Blocklist section and click Manage Blocklist

  2. Click (+) in the top right, then manually enter the persona's contact ID, phone number, or email. Select start and end times, and optionally use the toggle to zero out a persona's balance until the restriction ends.

  3. Click Create to save the freeze window for that persona.

Create Freeze Windows Using Bulk Import

A CSV template is available to download in-platform.

  1. Navigate to Settings > Loyalty > Persona Blocklist section and click Manage Blocklist

  2. Click (+) in the top right, then click Bulk Import Blocklist

  3. Choose the appropriate file from the native file picker and click Open

  4. File should include: contact ID, phone number, email, start time, end time, reset points, and reset gaps.

ℹ️ Note: Bulk upload start and end time use RFC3339 format to ensure your freeze windows start and end accurately. You can find date-time converters on Google to help convert your start/end times.

Active Restriction Windows

To view active restriction windows, navigate to Settings > Loyalty > Persona Blocklist section and click Manage Blocklist. You'll see the Points Blocklist table which displays all active restriction windows.

Users can search restriction windows using PII or using the filters to narrow down results.

Edit a Freeze Window

  1. Navigate to the Persona Points Blocklist table and find the desired persona freeze window you want to edit.

  2. Click on the row you'd like to edit. Adjust dates or the 'Zero out accumulated points' toggle and click Save in the top right corner to save changes.

Delete a Freeze Window

  1. Navigate to the Persona Points Blocklist table and find the desired persona freeze window you want to delete.

  2. Click on the row you'd like to delete. Then click (•••) more menu, then click Delete.

  3. Confirm this action by clicking Delete in the confirmation pop-up.

Need Help?

If you need assistance, reach out to AIQ Support anytime via chat widget within your AIQ Dashboard.

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