Understanding Your Liability and Transaction Report (New)
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Understanding Your Liability and Transaction Report (New)
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Goals and Outcomes
The Liability and Transaction Report helps you track and manage your customers' loyalty points over time.
The report breaks down every points-related activity, such as purchases, redemptions, refunds, expirations, and manual adjustments, to give you a clear view of your loyalty program’s impact. With both summary metrics and detailed data, you can easily monitor your program’s liability, reconcile transactions, and ensure transparency for audits.
In this article, you’ll learn how to customize and analyze the Liability and Transaction Report.
Liability and Transaction Report Overview
Liability Report Variants
To provide deeper insights and flexibility, the Liability Report is available in three distinct formats. Each report offers a unique perspective on points liability, helping you track trends and reconcile data efficiently.
The three report variants are:
Liability by Date – View total points liability for a specific date and track changes over time.
Liability by Customer – See individual customer point balances and activity.
Transaction Source – Analyze how points were earned, redeemed, or expired based on different actions, such as making a purchase or referring a friend.
Depending on how you customize them, these reports can provide both high-level summaries for quick assessments and detailed breakdowns for in-depth analysis.
How to Customize the Report
Accessing the Report
Go to your Loyalty admin.
Navigate to Analytics > Reports Builder.
Locate the Liability and transaction report tile and click Get report.
Customizing Columns
Use the Columns section to configure what data you want to see in the report.
Report view - Choose the report format you want to generate:
Liability by date
Liability by customer
Liability by transaction source
Group by - Organize data based on key indicators, such as customer email or transaction source.
Metrics - The metrics you select here will be calculated based on the columns you group by.
Applying Filters
Use filters to refine your dataset. Filters operate as AND conditions, meaning the report will contain only data that meets all applied filters.
Selecting a Date Range
Select the time period you want to view data for:
Last 7 days
Last 30 days
Custom range
Depending on the selected report view, you may have the option to group data by day, month, or leave ungrouped for a full-period view.
Exporting and Saving Your Reports
Exporting Reports
After successfully generating the report, you can export it as a CSV file by clicking the Download button. All reports that were exported in the last 7 days will be available in the Downloads tab (Analytics > Reports Builder > Downloads).
Saving Reports
You can also save the report configuration by clicking the Save to “My reports” button. There’s no limit to how many reports you can save. All saved reports will be available in the My reports section under the Reports library.
Note
If you download a report without saving it first, you won’t be able to go back and save it later. To store your reports, be sure to save them first, then download them from the My reports section.
Using the Liability by Date Report
What It Shows
The report helps you analyze liability trends over time by tracking the movement of points on a daily basis.
You can group data by:
Customer email
Customer group ID
Merchant group ID
Important
To simplify data while maintaining accuracy, the liability by Date report view aggregates events with the same source occurring on the same day into a single line item. For example, if a customer makes two purchases on the same day and earns points for both (e.g., 100 points for the first and 200 points for the second), the report will display a single entry of 300 points for the Points of Purchase source.
Metrics Breakdown
Metric name | Description |
|---|---|
Change in points balance | The total change in points that happened on a specific date. |
End of day balance | The total outstanding points at the end of the day (23:59 UTC). This field is equal to the value of the End of day positive balance + End of day negative balance for that date. |
End of day negative balance | The total of all negative points balances, often due to reversed points from refunds, at the end of the day. For example, if a customer earns points, redeems them, and then loses them due to a return, their balance can go negative. You can use this metric to monitor the health of your loyalty program. |
End of day positive balance | The total of all positive points balances at the end of the day. |
Start of day balance | The total outstanding points at the beginning of the day (00:00 UTC). |
Total earned points | The sum of all points earned by customers on the respective date. |
Total expired points | All points that expired across all customers on a specific date. This includes opt-out points loss, where customers lose all their points when opting out of the loyalty program. |
Total points redeemed | All the points that customers redeemed on this date. These points were removed from the customers’ available point balances. |
Total redeemed reimbursed points | All points that have been returned to customers due to a refund or manual adjustment on this date. These points were added back to the customer’s available point balances. |
Total reversed points | All points that have been canceled across all customers due to refunds, manual adjustments, or imported points for a specific date. These points were removed from both the customer’s available point balance and total points earned. |
Using the Liability by Customer Report
What It Shows
This report provides a customer-level view of points liability, making it useful for resolving disputes, reconciling balances, and understanding individual customer behavior.
You can group data by:
Customer email
Customer group ID
Merchant group ID
Metrics Breakdown
Metric name | Description |
|---|---|
Change in points balance | The total change to the customer’s points that happened in the selected date range. |
End of period balance | The customer’s points balance at the end of the selected date range (23:59 UTC of the last day). |
End of period negative balance | The customer’s negative points balance at the end of the selected date range. |
End of period positive balance | The customer’s positive points balance at the end of the selected date range. |
Start of period balance | The customer’s points balance at the beginning of the selected date range(00:00 UTC of the first day). |
Total earned points | The sum of all points earned by a customer in the selected date range. |
Total expired points | All points expired for a customer in the selected date range. This includes:
|
Total points redeemed | All points that were redeemed by a customer in the selected date range These points were removed from the customer’s available point balance. |
Total redeemed reimbursed points | All points that have been returned to a customer’s point balance due to a refund or manual adjustment within the selected date range. |
Total reversed points | All points that have been canceled for a customer due to refunds, manual adjustments, or imported points in the selected date range. These points were removed from both the customer’s available point balance and total points earned. |
Using the Transaction Source Report
What It Shows
This report categorizes all events that impact liability, allowing you to analyze earning patterns, redemption behavior, and program effectiveness.
By understanding what drives liability changes, you can make informed decisions about earning rules and redemption strategies to optimize your loyalty program.
You can group data by:
Customer email
Customer group ID
Merchant group ID
Transaction source
Metrics Breakdown
Metric name | Description |
|---|---|
Change in points balance | Total change in points due to the specific transaction source. |
Total earned points | The sum of all points earned from the transaction source. |
Total expired points | The sum of all points that expired from the transaction source. |
Total points redeemed | The sum of all points that were redeemed through the transaction source. |
Total redeemed reimbursed points | The total number of points that were returned to a customer’s point balance due to a refund or manual adjustment through the transaction source. |
Total reversed points | The sum of all points revoked due to refunds, cancellations, or reversals. For example, if a customer earns points for a purchase but later returns the item, the points earned from that purchase will be deducted from their balance. |
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