What are pending loyalty points?

‍Pending loyalty points are rewards that a customer has earned through a specific action (such as a purchase or referral) but are not yet available for redemption.

In Voucherify, pending points support is a built-in feature that allows brands to add control, flexibility, and protection to their loyalty programs. These points remain in a temporary "pending balance" until a predefined activation condition is met, such as a fraud check or the expiration of a return window. Once satisfied, the points convert into an active balance that the customer can spend or use toward tier progression.

Why pending points are important?

For brands, immediate point issuance carries significant financial risk. Using a pending state allows you to:

• Eliminate return & refund abuse: points only become available after the return window closes, preventing customers from "earning and burning" points on items they later return.
• Mitigate fraud & gaming: by delaying availability, you reduce the risk of bots or malicious actors exploiting reward gaps.
• Align with order status: ensures that points accurately reflect "real" revenue (fulfilled and paid) rather than just intent.
• Improve program stability: prevents sudden "liability spikes" on your balance sheet by only activating points once the transaction is finalized.

How pending points work in Voucherify?

• When an earning rule triggers (e.g. order paid), Voucherify can be configured to grant pending instead of active points.
• Pending points record metadata: associated customer, order (or event), campaign, timestamp, and an activation date.
• Points remain pending until a predefined time period passes (e.g. 7, 14, 30 days) or manual activation is triggered via API (useful if you want to wait for manual QA, fulfillment confirmation, or special checks).
• Voucherify provides endpoints to manage pending points: list them, activate them, adjust (increase/decrease), or cancel them if needed.
• Once activated, pending points move to the user’s actual loyalty balance and become eligible for redemption, tier progression, or other loyalty mechanics.

Common use cases for pending points

Pending points are especially valuable in scenarios like:

• E-commerce & retail: holding points until the 14-day or 30-day return window expires.
• High-ticket electronics: preventing "reward harvesting" on expensive items that have high return rates.
• Subscription services: granting points only after the second month of a subscription is successfully billed.
• B2B invoicing: activating points only after the "Net-30" invoice is marked as paid in the ERP.

Best practices for pending points

• Communicate clearly to customers: show in the wallet UI that some points are “pending” and explain why/when they’ll become active. Transparency builds trust.
• Set realistic pending period: too long and customers feel cheated; too short and you expose yourself to return or refund risk.
• Use automation and webhooks: let your system automatically activate points, send notifications, and manage edge cases (returns, cancellations, disputes).
• Account for liability and breakage: track how many pending points never activate (returns, cancellations) vs. how many convert for financial forecasting.
• Ensure concurrency and consistency: if an order is refunded or partially returned, make sure pending (or activated) points are revoked or adjusted appropriately.
• Avoid over-complicating the UX: if customers see a wall of pending points, they may mistrust the program. Use clear labels.