Understanding Your Loyalty Points Liability Report

      Understanding Your Loyalty Points Liability Report


        Article summary

        Products


        Loyalty & Referrals
        Supported plans

        Free, Pro, Premium, Enterprise

        eCommerce Platform

        Shopify, Shopify Plus, BigCommerce, Salesforce Commerce Cloud, Adobe Commerce (Magento), Custom

        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
        DateThe date on which the point earning activity took place
        Total Points EarnedThe 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:

        • A refund
        • Manual adjustment
        • Imported points

        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:

        • A refund on redemption
        • Manual adjustment

        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 PointsThe 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 nameDescription
        EmailThe customer’s email address
        Total Points EarnedThe 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:

        • A refund
        • Manual adjustment
        • Imported points

        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.

        • Points are usually returned to a customer due to:
        • A refund on redemption
        • Manual adjustment

        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:

        • Opt-out points
        • Imported points spent
        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:

        1. In your Yotpo Loyalty & Referrals main menu, go to Analytics > Reports.
        2. Click the Points liability card.
        3. Choose the desired date range.
        4. Choose grouping type - by date or by customer.
        5. 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 typeData sourceHow data is displayed in the source
        Refund on earned pointsEarning history report and Earning history section of the customer pageThe “Date Completed” of an earning rule will automatically change to the date of the refund
        Liability reportThe 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 pageThe refund will appear as a row in the customer's earning history
        Liability reportThe refund will appear under the “Redeemed Points Reimbursed” column on the date the refund was made

        Redemption history

        Data typeData sourceHow data is displayed in the source
        Redemption at checkout (delayed points deduction)Redemption history report and Redemption history section of the customer pageThe 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 reportThe 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 pageThe refund will appear as a row in the customer's earning history
        Liability report

        Appears under the “Points Redeemed” column 

        Points overview

        Data typeData sourceHow data is displayed in the source
        Overview of points liabilityPoints overview dashboardDates may not reflect when changes actually happened in case of a refund
        Liability reportEach change to points appears on the date when it happened (earning/redemption and refund appear on different dates)

        Negative points import

        Points overview dashboardAppear under “Void points”
        Liability report

        Appears under “Points earning reversed”



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