How balances change

Refunds

EarnKit adjusts the purchase points associated with qualifying refunds on orders that earned them.

Starting balances

You can give customers starting points for past purchases by uploading their spending, or bring over available balances from another loyalty app. Each import is reviewed before points are added. Starting balances are separate credits and are not automatically linked to individual past orders.

Add starting balances early. Include them before customers begin earning where possible; customers with existing EarnKit points activity may need an individual adjustment instead. Moving the same number of points does not automatically preserve their old reward value, so check your new rewards too.

Points expiry

If you turn on Expire unused points under Program › Rewards, a customer’s whole balance expires when they go the period you choose without earning or using any points. Earning or redeeming starts the period again. Points waiting to become available never expire, and a purchase whose points are held counts as activity from when it was paid.

• No customer loses points earlier than one full period after you turn expiry on, or after you shorten the period.
• Customers see their expiry date on their Rewards page, and a Points expired line in their history when it happens.
• EarnKit emails customers 45 days and 7 days before their points expire, and again when they expire.
• If an order is refunded after its points have already expired, EarnKit doesn’t take any more points back for it. The same applies to a referral reward that has already expired.

Turning expiry off stops it straight away. Points that already expired aren’t restored; you can adjust a customer’s points if you want to give some back.

Why a balance changed

Each customer’s history shows the purchases, rewards, refunds, adjustments and expiries behind their balance, so a points question has a clear answer.

See Refunds, cancellations and order edits and Adjust a customer’s points.