Importing or Adjusting Your Customers’ Points

If you’ve just signed up for Yotpo Loyalty & Referrals, you might be migrating from a different loyalty platform. In this case, you can import your customers’ points into Yotpo and prevent disruptions to your loyalty customers' experience with their rewards program.

In this article, you’ll learn how to import your customers’ points if you’re migrating from another platform, or alternatively adding points for many customers at once.

Getting started

To import your customers’ points into Yotpo Loyalty & Referrals:

1. From the main menu, go to Customers
2. Click Import points.

Step 1: Preparing your file

To import your customers’ points, you need to upload a CSV file with the relevant information. We’ve prepared a sample CSV file that you can use.

1. To download the sample CSV, click the CSV file link.

2. In the sample CSV file, add your customers’ email addresses under the Emails column, and their corresponding points under the Points column.

3. Refer to our file guidelines to make sure your file meets any additional requirements.
4. Go back to the Import Points page in Loyalty & Referrals, and click Next.

Step 2: Uploading your file

1. Either drag and drop your CSV file or click select a file from your computer to add your file.
2. Click Upload file.

Step 3: Importing your customers’ points

1. In the Reason for change field, add a reason that your customers will see in their rewards history to clarify why they are seeing a change in their points.

2. Confirm the email address that we will send your import results to. The email address connected to your account appears by default. You can change it to a different email address if you want.
3. Click Import points.
4. In the confirmation pop-up, click Import.

Once we’ve finished going through your file, we will email you your import results. 

Next steps

After we’ve completed your import, you will receive an email notifying you whether your import was entirely or partially successful. 

To view any changes that were made:

1. Go to Yotpo Loyalty & Referrals.
2. From the main menu, go to Customers
3. Click on a specific customer’s profile to view their Total Points Balance and Total Points Earned.

If you’re using an ESP (email service provider) integration, be sure to sync your ESP so that any new email flows you create will reflect an updated points balance.

To sync your ESP:

1. Go to the Yotpo Loyalty & Referrals.
2. From the main menu, go to Integrations
3. Click Sync Customers.

Partially successful import

In case we weren’t able to import points for all the customers in your CSV file, you will receive an error report together with your import results email.

The error report will highlight the rows where errors occurred, and describe what you need to do to correct them. Refer to our file guidelines for possible errors.

To successfully import your remaining customers’ points:

1. From the import results email you received, click Download the error report

2. Review the errors detailed in the first column for each of the failed rows, then make the necessary corrections.
3. Refer to our file guidelines for possible errors.
4. Once finished, delete the Errors column from the file.
5. Make sure email addresses are under column A (Emails) and points are under column B (Points) in your file.
6. Make sure to save the file in the CSV format.
7. Go back to the Yotpo Loyalty & Referrals Customers page
8. Click Import points to import your updated file.

File guidelines

Follow these guidelines when completing your import CSV file: 

• Column headers should remain Email for column A, and Points for column B
• Make sure each email address aligns with the correct number of points
• Your file can’t exceed a limit of 25 MB
• Your file must be saved in a CSV format
• There is a limit of 500,000 customers per import. Should you have more than this, we recommend importing your customers’ points in batches by performing several imports one after the other.
• We can only import points for customers who already exist in your store. We cannot import new customers.
• Points will not be imported for customers who aren't opted in to your loyalty program

Follow these file guidelines when correcting your import CSV file to attempt importing again:

• Correct any invalid email addresses
• Fill in any empty Points or Email fields
• Make sure you are using whole, positive numbers in the Points fields
• Remove any customers who do not already exist in your store
• Remove any customers who are not opted in to your loyalty program
• If prompted with a general error message, submit a support ticket to customer support using the error ID that was provided