Customer Rewards

I’d like to raise a concern that I believe may resonate with many retailers using the Citrus Lime rewards scheme. Like others I’ve spoken to, we were under the impression that loyalty points expire one year after they are earned. This understanding was consistently reinforced through interactions with the support team - and other senior members of the Citrus Lime team- who also appeared to operate under the same assumption. However, after querying a specific case, we were surprised to learn that points do not automatically expire after one year. Instead, they only expire if the customer’s account has been completely inactive for a full year. This came as a surprise not just to us, but also to the support member we spoke with – thus, prompting further investigation. This raises several important concerns: • Customer Engagement: If a single purchase per year is enough to keep points active, it undermines the purpose of a loyalty scheme designed to encourage regular, repeat purchases. • Liability Risk: Points can accumulate indefinitely for customers who choose to save them for large purchases, creating a growing financial liability for retailers. • Transparency: At no point was it clearly communicated that points only expire due to account inactivity. This nuance significantly alters how the scheme functions in practice. To better align the scheme with its intended purpose, we would like to suggest that loyalty points expire one year from the date of purchase if they remain unused. This would encourage timely redemption, reduce long-term liability, and preserve the integrity of the rewards system as a tool for driving consistent customer engagement. We strongly encourage other retailers who joined the scheme under the assumption of a fixed one-year expiry to review this aspect closely. Clearer communication around this policy - and consideration of a more balanced expiry model- would benefit everyone involved and help align expectations with reality. We look forward to hearing others’ experiences and perspectives on this.

We are debating getting plastic customer rewards cards made. Its a)plastic and b)people simply dont like carrying loads of rewards cards around, and their physical demise is well reported on news channels regularly. Customers DO use phone based rewards cards. I just looked and I have 6 on my own phone. So how about a digital customer rewards card? Yes an element of this can be done anyway looking the customer up, but they process of handing the QR code over to be scanned reminds customers of the loyalty scheme, and we can look up a customer quicker using it too.

When applying points to the customers account from the back end it would be great if there was a comment box to say why we have actually done it so for example due to a customer service issue, missed voucher code, etc etc.

We're looking to offer extra rewards on certain groups of items but the current options are too broad or too specific. Allowing us to use FAF or create a collection would cover all bases. Oooorrrrr..... under the one item drop down, allow us to enter multiple ILCs. I'm having to repeat the promotion several times to achieve what i've been asked to do today.

Enable retailers to choose when the automatic Rewards Points Balance Emails are sent.

We've had a few customers get in touch about an issue with the device verification email required to access customer rewards on our website. The verification code doesn't appear in the email when viewed in dark mode. It seems to be displaying correctly in light mode. I can only assume the issue is related to the formatting or styling used in the email. Is there a way to adjust the email formatting so that the code is visible in both dark and light mode? I’ve attached an example for reference. This particular customer found a workaround by tapping and dragging over the empty area to select the text, then copying and pasting it elsewhere but not all customers are that savvy!

Sometimes web customers use points when buying a single item. If it gets returned the points show on the transaction to reduce the value of the transaction for the automatic payment refund however the points do not get added back to their account. I was told that this would be looked at for the new system.

It would be really handy if when an in-store customer checkout out- the reciept displays the value of points earned in that transaction, as well as their total balance.I know we can check balance at the till, or the customer can if they login online. But having it on the reciept would be even better and add as an additional reminder to loyalty customers.

It would be great to have more flexibility around points promotions. I'd like to be able to create a points promo event where customers get more points for the amount spent. Example: 5% points on purchases under £100 10% points on £100 - £499.99 15% points on transactions over £500 Something like this might encourage customers to add more items to reach the next threshold, or to finally purchase those expensive items they've been putting off.

It would be great to have customer get bonus points for following our social pages, Facebook Instagram ect. Seem to be a very common feature on other platforms and would drive engagement.