How to Notify Customers Before Their Shopify Loyalty Points Expire

Quick Answer

Yes, you can notify customers before their loyalty points expire, giving them a chance to redeem first. Keystone supports expiry notifications that send automatically ahead of the expiry date, separate from the expiry rule itself. The setup involves choosing when notifications go out and what channel to use. Clear notifications reduce complaints and give customers a real opportunity to use their points before losing them.

Introduction

This guide is for merchants who already have a point expiry rule and want to give customers fair warning before it takes effect. An expiry rule without a notification can feel abrupt, even when the policy was disclosed at signup.

You will learn how to configure expiry notifications, choose the right timing, and write a message that encourages redemption without sounding pushy. The result is an expiry process that feels considerate rather than punitive. This step often gets overlooked when merchants first set up point expiry rules.

What Is an Expiry Notification?

An expiry notification is an automatic message sent to a customer ahead of their loyalty points expiring. It typically includes the current point balance, the expiry date, and a reminder of what the points can be redeemed for. Notifications are usually sent by email, though some stores also show a reminder inside the customer account.

Who Needs Expiry Notifications?

Expiry notifications are useful for any store that has an active point expiry rule in place and wants that rule to feel fair.

• Stores with a defined loyalty point expiry window
• DTC brands with a large base of inactive loyalty accounts
• Subscription businesses managing long-term point balances
• Beauty and cosmetics brands with seasonal buying patterns
• Stores that want to reduce complaints about lost points

Why Expiry Notifications Matters for Your Business

Sending a notification before points expire gives customers a fair chance to redeem and protects the reputation of the loyalty program overall.

• Reduces complaints related to points expiring without warning
• Gives customers a real opportunity to redeem before losing points
• Creates a natural prompt for customers to return and shop
• Builds trust in the loyalty program as a fair system
• Turns an expiry event into one more touchpoint with the customer

How to Set Up Expiry Notifications on Shopify

Step 1: Define Your Loyalty Goal

Decide how much advance notice feels fair for your typical customer. A shorter notice period may work for a fast repurchase cycle, while a longer one may suit a store with slower buying patterns. Think about how quickly a customer could realistically place another order and redeem their points.

Step 2: Install and Configure Keystone Loyalty Rewards

Install Keystone Loyalty Rewards from the Shopify App Store and open the notifications section under point expiry. Keystone lets you configure when the notification sends and what it includes.

Step 3: Create Earning Rules and Rewards

Set the notification timing, such as thirty days and again three days before expiry. Write the message to clearly state the point balance, the expiry date, and what the points are worth in rewards. Keep the tone informative rather than promotional, since the goal is to inform, not to sell.

Step 4: Add the Loyalty Experience to Your Store

Make sure the expiry date is also visible directly in the customer account, not only in the notification email. This gives customers a way to check their status any time, not only when a message arrives.

Step 5: Test the Program

Test the notification by simulating an account close to its expiry date and confirming the message sends with accurate details. Check that the notification links directly to where the customer can redeem points. Review the message on a phone as well, since most customers will read it there first.

Step 6: Go Live

Before launch, review the notification copy one more time to make sure it reads clearly and does not sound like a sales pitch. Confirm the timing gives customers enough time to act before points actually expire. Double check that the redemption link in the notification points to the correct page.

Expiry Notification Examples

Industry: Beauty brand
Problem: Customers were frustrated to discover their points had expired with no prior warning.
Setup: The brand added a notification sent thirty days before expiry, followed by a reminder three days before.
Result: Customers had a clear window to redeem points, and complaints about lost points dropped.

Industry: Home goods store
Problem: A large share of loyalty accounts were inactive, and points were expiring unused every month.
Setup: The store added expiry notifications with a direct link to redeem points at checkout.
Result: More inactive customers returned to redeem points before the expiry date passed.

Read more case studies for our apps to see how other merchants handle expiry communication.

Best Practices

A few practices help expiry notifications feel helpful rather than like pressure or another marketing email.

• Send at least one notification with enough time for customers to act
• State the point balance and expiry date clearly in the message
• Link directly to where customers can redeem their points
• Avoid overly promotional language in the notification
• Test the notification timing against your typical purchase cycle
• Review how many customers redeem after a notification and adjust timing if needed

Summary

Expiry notifications give customers fair warning before losing unused loyalty points, which protects trust in the program. The setup involves configuring notification timing, writing a clear message, and testing before launch. A well timed reminder often turns an expiry event into one more reason for a customer to come back and shop.

If you want customers to always have a fair chance to redeem their points, the Keystone loyalty app supports automatic expiry notifications alongside your expiry rules, so nothing expires without warning.