Importing or Adjusting Your Customers’ Points

      Importing or Adjusting Your Customers’ Points

        Article summary


        Loyalty & Referrals
        Supported plans

        Free, Pro, Premium, Enterprise

        eCommerce Platform


        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.

        Good to know:

        Getting started

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

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

        Please note:
        • Importing or adjusting your customers’ points adds them to the Current Points Balance and Total Points Earned attributes in your customers' profiles. Learn more about customer attributes
        • You can only perform one import at a time

        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.

        You can export your customers’ emails and points data from your previous loyalty program provider or from Yotpo Loyalty & Referrals depending on your needs. Then, copy and paste the relevant customers’ emails and points data into our CSV template. 

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

        1. Refer to our file guidelines to make sure your file meets any additional requirements.
        2. 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.
        Please note:
        If you see the message “We can’t use this file,” it means that you need to fix the listed errors in your file to try to upload it again. Refer to our file guidelines for possible errors.

        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.

        We suggest including a reason in this field, such as “Points adjustment.” Otherwise, your customers won’t see an explanation for the change that occurred in their points balance as a result of the import you performed.

        1. 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.
        2. Click Import points.
        3. In the confirmation pop-up, click Import.
        Please note:
        An import can’t be canceled once it’s already in progress.

        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.

        ESP integrations are available for Gold, Platinum, and Enterprise plans.

        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.

        Please note:
        The customers whose points were successfully imported will not appear in the error report. You can view the changes that were made by going to the Customers page.

        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
        Please note:

        This is a secure link that will expire after 1 week. To download the error report after 1 week, contact support

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

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