Include or Exclude customers from Loyalty program participation

Include or Exclude customers from Loyalty program participation

Introduction

Rewarding the right customers is essential to the success of any loyalty program. But just as important as deciding who should earn points is deciding who shouldn't. With customer segmentation, you can tailor your rewards strategy by including or excluding specific groups based on behavior, demographics, or engagement level. Whether you're encouraging high-value purchases or limiting rewards to selected group, defining segment-based eligibility gives you the flexibility to align your program with business goals. In this article, we’ll explore how to use segments to control which customers can—or cannot—earn points.


Here are the steps to include or exclude customers from Loyalty program:




Step 2: Enable the checkbox of Enable segment-based loyalty participation, and you will get the following settings

1. Include or Exclude a Segment

You can choose whether a segment is allowed or restricted from participating:

  • Include a segment (selected by default):

    • Only customers in the selected segment(s) can earn loyalty points. Example: If you choose the segment “First time purchases,” only those customers will be part of the loyalty program.

  • Exclude a segment:

    • All customers except those in the selected segment will be eligible to earn points. Useful if you want to restrict specific groups from participating.

2. Select Segment - Use the dropdown to select an existing segment. You can also click Create a new segment to define one on the spot. To learn how to create a new segment - Click here


3. Allow non-loyalty participants to redeem points - If enabled, customers who are not part of the loyalty program (based on segment rules) can still redeem any points they’ve previously earned. Useful in transitional scenarios where eligibility rules change over time.

4. Select the customer account (Legacy) - 

A) Select the Legacy Customer Account option if you are using a Shopify Legacy customer account. Customers will log in using their email and password.


B) Select the New Customer Account option if you're using Shopify's new customer account system. Customers will log in using their email and a one-time password (OTP) sent to their email — no permanent password is required.


Idea

Note: If you're using the AiTrillion Advanced (embedded) version, the customer account settings will appear slightly further down the page. To setup AiTrillion Customer account - Click here



It will appear on the AiTrillion customer account on the Orders/Profile page.




5. Show Custom Content to Non-Participating Customers

  • Use the rich text editor to display a message in the loyalty popup for customers who are not eligible to participate.

  • You might use this to explain why they’re not included or encourage them to join a different segment.

Alert

Note: You can also use the custom HTML to show the content as per your requirement.







Warning
Note: Loyalty Segment will not work on earn point widget. The earn point widget will appear for everyone.




Now, the now participant customers will get the Custom Content which you have added to the editor.



Eligible customers will see a loyalty popup showcasing available ways to earn and redeem points, such as purchases, reviews, referrals, and more.




Important Notes

    1. Excluded customers will not earn or redeem loyalty points, even if loyalty widgets are visible on the store.
    2. If a customer is excluded after earning points, their existing points remain intact but cannot be used until they are included again.
    3. Inclusion or exclusion can be managed using customer tags, email domains, or specific customer lists, depending on your configuration.
    4. If using segments or filters, verify the segment conditions carefully to avoid excluding unintended customers.
    5. Customers who are excluded will not see loyalty rewards, points balance, or redemption options in the loyalty popup.


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