Points Freeze Windows
A point freeze window allows retailers to set a period of time where points cannot accrue for a specific customer.
Freeze windows do not delete or create new events, or change any part of the persona record. They simply modify the point values of existing events if they fall within the selected date range.
- Prevent fraud or misuse of points
- Limit points accumulation when appropriate or necessary (ie. during policy change, system maintenance or before a promotional period)
- Business recalibration (ie. inventory reconciliation, financial reviews, etc.)
During a points freeze window, some actions related to points are still allowed, but many are blocked.
Blocked Actions |
|---|
|
|
|
Allowed Actions |
|---|
|
|
|

- Start Time: The time that the point freeze window will begin.
- End Time (optional): If provided, the time that the point freeze window will end. If not provided, all customer actions after the event start_time will not accrue points.
- Reset Points (optional):
- If enabled, the persona's balance will be zeroed and persona will start accumulating points at zero (0) once the freeze window ends. If there is no end_time, the persona's balance will indefinitely stay at zero (0).
- If disabled, the persona will keep any points accumulated before the window start_time.
- Reset Gaps: Only applicable when expirations are enabled, and has no effect if reset_points is enabled.
- If reset_gaps is enabled, expirations will not occur during the window for events that took place before the window's start_time. The first sale after the window's end_time will be the new starting point for expiration gaps going forward.
- If reset_gaps is disabled, expirations can occur during the freeze window for events that took place before the window's start_time.

Each freeze window applies to a single persona, and each persona can have multiple freeze windows.
- Navigate to Settings > Loyalty > 'Restrict Accrual by Persona' and select 'Manage Accrualal Restrictions'
- Manually enter persona's contact ID, phone number, or email, select start and end times, and optionally use the toggle to zero out a persona's balance until the restriction ends.
- Click 'create' to save freeze window for that persona.
Bulk upload csv template available to download in platform.
- Navigate to Settings > Loyalty > 'Restrict Accrual by Persona' and select 'Manage Accrualal Restrictions'
- Select 'Bulk Import Blocklist'
- Choose appropriate file from native file picker and select 'open'
- File should include contact ID, phone Number, email, start time, end time, reset points and reset gaps.
Bulk upload start and end time use RFC3339 format to ensure your freeze windows start and end accurately. You can find date-time converters on google to help convert your start/end times.
To view active restriction windows, navigate to Settings > Loyalty > 'Restrict Accrual by Persona' and select 'Manage Accrualal Restrictions'. Scroll to the bottom of the drawer to find active windows.
Users can search restriction windows using PII.
- Navigate to the Active Restriction Windows table and find the desired persona freeze window you want to edit
- Click on the row you'd like to edit and scroll up to the 'Edit Persona Accrual Restriction' fields. Adjust date or 'Zero out accumulated points' toggle and click 'Update' in the top right corner to save.
- Navigate to the Active Restriction Windows table and find the desired persona freeze window you want to delete
- Click on the trash can icon on the row you'd like to delete
- Confirm delete action to finalize on confirmation pop-up. Optionally cancel action.


