Some customers buy once and never return. If they still hold points, they continue to count toward your active member total. Glow can automatically set those points to zero after a period of inactivity you choose. Any meaningful interaction—like earning or redeeming points—resets the expiration clock.
Why enable point expiration?
Control active member counts: Inactive members with idle balances can inflate your totals. Expiration helps keep membership metrics (and costs) aligned with reality.
Create urgency & repeat visits: A fair, well-messaged expiry window nudges customers to come back and engage.
Keep your program healthy: Recycling unused liability (points) helps maintain a sustainable rewards ecosystem.
What counts as “activity” (and resets the clock)
Glow tracks a range of actions. When an activity below occurs, the expiration timer restarts from that date:
Resets the timer
Purchase — DOES reset timer
Redeeming/using points — DOES reset timer
Customer saves profile details in Glow — DOES reset timer
Syncing a customer with Shopify from within the Glow app — DOES reset timer
Does not reset the timer
Login only — Does NOT reset timer
Customer saves profile details in Shopify — Does NOT reset timer
Rule of thumb: If the customer meaningfully interacts with your business through Glow (earns, redeems, or updates profile in Glow), the clock resets. Pure logins or Shopify-side profile edits alone won’t reset the clock.
How the expiration timer works
The timer starts from the customer’s last tracked action, which resets the clock.
If the customer does nothing else before the timer runs out, Glow sets their point balance to zero.
If they take another qualifying action before the timer reaches zero, the clock resets and they keep their balance.
Example timeline (90-day expiry)
Jan 1: Customer makes a purchase → timer set to 90 days.
Feb 10: Customer redeems points → timer resets to 90 days (now expiring May 11).
No further activity: On May 11, points expire.
How to configure point expiration
Log in to Glow.
Go to Settings → Account Settings → Behavior → Point Expiration.
Choose “Never expire” (default) or select an expiry timeframe.
Click Save Settings.
What you’ll see when points expire
Glow deducts the expired points from the member’s account.
The deduction type is labeled “Manual.” (This is expected and indicates an automated expiry event.)
Please let us know if you have any questions.
Sincerely,
The Glow Team