Not every customer who cancels has enough loyalty points to redeem a meaningful reward  but until now, Redeem Loyalty Points could still appear even for very low balances. That led to confusion and a broken cancellation moment when customers saw an option they couldn’t use.

What’s new

Brands can now set a minimum loyalty points requirement for the Redeem Loyalty Points cancellation treatment. The action will be shown only to customers who meet or exceed this threshold.

How to configure the minimum threshold

1. Go to Retain → Cancellation flows → Reasons and open the reason where treatments are suggested.
2. Under Suggest treatments when customers attempt to cancel, enable Redeem Loyalty Points.
3. Click Edit threshold on the Redeem Loyalty Points action to open the configuration modal.
4. Set the Minimum loyalty points value (the minimum redeemable points required to show the action).
5. Click Confirm to save.
   
   

How it works for customers

If a customer’s redeemable points are ≥ the minimum, they’ll see Redeem points while cancelling.

If their redeemable points are below the minimum (for example, 20 points when the threshold is 100), the action won’t appear.
 

Need help?

We’re happy to help you. Reach out to support@loopwork.co or get in touch with your success manager.