Understanding Your Loyalty Points Liability Report
Understanding Your Loyalty Points Liability Report
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The Loyalty Points Liability Report allows you to view the loyalty points balance of all your customers for any given date, and track how many points were earned or spent in a given date range. It also allows you to see how many of their points expired in that date range.
Use the report to:
- View customer loyalty point balances
- Track loyalty point accumulation and redemption in a given date range
- Track the expiration of loyalty points in a given date range
In this article, you’ll learn how to export and analyze the report.
How it works
The report is a summary of outstanding points, grouped by date or by customer. This helps you manage your financial point liability by showing a breakdown of data regarding daily changes to outstanding points.
This is the source of truth regarding customer loyalty point balance and activity.
Please note:
- The report only includes data from September 11, 2022, and onwards
- The report will not include data on customers that have been excluded from reports
Grouping by date
A report for a specific date range in the UTC zone will show a row per day within the chosen range. The row details all the changes that happened on that date and the status of points for the beginning and end of the day.
Below is a breakdown of the report:
| Column name | Description |
|---|---|
| Date | The date on which the point earning activity took place |
| Total Points Earned | The sum of all the points earned by customers on this date |
| Points Earning Reversed | All point earnings that have been canceled across all customers on a specific date. Common reasons for reverting points earning:
These points were removed from both the customer’s available point balance and total points earned. |
| Total Points Redeemed | All the points that were redeemed by customers on this date. These points were removed from the customers’ available point balances. |
| Redeemed Points Reimbursed | All points that have been added back to customers’ point balances on this date. Points are usually returned to a customer due to:
These points were added back to the customer’s available point balances. |
Total Points Expired | All points expired across all customers on a specific date. This includes opt-out points loss - customers lose all their points when opting out of the loyalty program |
| Total Outstanding Points (Start of Day) | The total outstanding points at the beginning of the day (00:00 UTC) |
| Total Outstanding Points (End of Day) | The total outstanding points at the end of the day (23:59 UTC) This field is equal to the value of the Positive Outstanding Points (End of Day) + Negative Outstanding Points (End of Day) for that date |
| Difference in Outstanding Points | The total change in points that happened on a specific date |
| Positive Outstanding Points (End of Day) | The total of all positive points balances at the end of the day |
| Negative Outstanding Points (End of Day) | The total of all negative points balances at the end of the day. This can happen if a customer uses points that have been reversed after they were already redeemed. For example, a customer makes a purchase and earns 50 points. Later on, the same customer makes a second purchase and redeems those 50 points for a discount applied to the second purchase. The customer then returns the first purchase and the points earned for that purchase are taken away (reversed). Now the customer has a -50 points balance because they already used their points before they were reversed. This can be used to monitor the health of your loyalty program. |
Grouping by customer
Please note:
Customers with a 0-point balance and no activity during the selected date range will not appear in the report.
A report for a specific date range in the UTC zone will show a row per customer within the chosen date range. The row details all the changes that happened with that customer’s points and the status of points for the beginning and end of the selected date range.
Below is a breakdown of the report:
| Column name | Description |
|---|---|
| The customer’s email address | |
| Total Points Earned | The sum of all the points earned by a customer |
| Points Earning Reversed | All point earnings that have been canceled for a customer in the selected date range. Points are usually canceled due to:
These points were removed from both the customer’s available point balance and total points earned. |
| Total Points Redeemed | All the points that were redeemed by a customer in the selected date range These points were removed from the customer’s available point balance. |
| Redeemed Points Reimbursed | All points that have been added back to the customer’s point balance in the selected date range.
These points were added back to the customer’s available point balance. |
| Total Points Expired | All points expired for a customer in the selected date range. This includes:
|
| Points Balance (Start Period) | The customer’s points balance at the beginning of the selected date range(00:00 UTC of the first day) |
| Points Balance (End of Period) | The customer’s points balance at the end of the selected date range (23:59 UTC of the last day) |
Difference in Points Balance | The total change to the customer’s points that happened in the selected date range |
Exporting the liability report
To export a report:
- In your Yotpo Loyalty & Referrals main menu, go to Analytics > Reports.
- Click the Points liability card.
- Choose the desired date range.
- Choose grouping type - by date or by customer.
- Make sure the relevant email address is filled in and click Send to email.
Comparison to other data sources
Points transactions appear in different places when you compare different data sources.
Below is a breakdown of the different data sources and how information is portrayed in each source:
Earning history
| Data type | Data source | How data is displayed in the source |
|---|---|---|
| Refund on earned points | Earning history report and Earning history section of the customer page | The “Date Completed” of an earning rule will automatically change to the date of the refund |
| Liability report | The refund will be reflected under the “Points earning reversed” column on the date the refund was made | |
Refund on redeemed points | Earning history report and Earning history section of the customer page | The refund will appear as a row in the customer's earning history |
| Liability report | The refund will appear under the “Redeemed Points Reimbursed” column on the date the refund was made |
Redemption history
| Data type | Data source | How data is displayed in the source |
|---|---|---|
| Redemption at checkout (delayed points deduction) | Redemption history report and Redemption history section of the customer page | The date of the redemption is the date when the customer initially made the redemption, even if the order was submitted on a later date |
| Liability report | The redeemed points will appear on the date on which they were deducted from the balance | |
Manual adjustment (Redeem points) | Redemption history report and Redemption history section of the customer page | The refund will appear as a row in the customer's earning history |
| Liability report | Appears under the “Points Redeemed” column |
Points overview
| Data type | Data source | How data is displayed in the source |
|---|---|---|
| Overview of points liability | Points overview dashboard | Dates may not reflect when changes actually happened in case of a refund |
| Liability report | Each change to points appears on the date when it happened (earning/redemption and refund appear on different dates) | |
Negative points import | Points overview dashboard | Appear under “Void points” |
| Liability report | Appears under “Points earning reversed” |
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