Overview
Wallet drop is a type of marketing campaign, designed to boost customer engagement. With a Wallet Drop, we deposit rewards into customer loyalty wallets on a specified date and assign a clear expiration date. Defining that expiration creates urgency and lets customers know exactly how long they have to redeem the offer. We can target wallet drops to specific segments or to our entire customer base.
Campaign kick-off
Before creating a campaign, we must set important details including the audience segment, coupon, and reward that will be used in the campaign.
Audience selection
We can target Wallet Drops to specific segments or all customers.
If targeting ALL customers, we can include the full user base in the campaign, ensuring everyone receives the reward
If targeting a specific segment, we must upload a CSV file containing customer information for the campaign. We can generate the segment by following the Customer.io instructions published in the Help Center.
Coupon & Reward Configuration
Ensure rewards and corresponding coupons are prepared ahead of time, so they can be selected during campaign setup
Refer to Operate: Coupons LB 2.0 and Operate: Loyalty LB 2.0 for instructions on creating coupons and rewards.
Wallet Drop campaign setup
After creating a Coupon and Reward, we can set up a Wallet Drop campaign in the Admin dashboard. There are two options:
Send rewards to all customers who created an account with the chain running the campaign
Send rewards only to a specific audience segment.
The first option is simpler and doesn’t require a CSV file, so this guide focuses on sending a campaign to a specific user segment by attaching a CSV file.
To ensure your CSV file is correctly formatted, you can select Download Sample Document available in the campaign editor to view the expected structure. It is essential to follow this format when uploading your CSV, as the system relies solely on the email field. If this field is missing, an error will occur, and the campaign will fail with a Failed status.
IMPORTANT NOTE: The "email" header needs to be lowercase or it will cause an error message as seen below.
To find a Wallet Drop campaign option, access the Admin dashboard and
Select Operate
Select Loyalty
Select Wallet Drops
In the Wallet Drops section, select the Create button
We can then select the ALL USERS tab, to include a full user base in the campaign or UPLOAD CSV, so that only users listed in the CSV get included in the campaign and get a special offer
For documentation purposes, we'll outline the process of creating a campaign for a user segment. The only difference between the two Wallet Drop campaign creation methods is that one requires uploading a CSV file containing the emails of targeted customers, while the other sends the campaign offer to all customers in the chain's database.
Upload the CSV file containing customer email addresses by selecting or dragging it into the upload area
Next, select the previously created reward for this campaign
Select the campaign start date and time, as well as the end date
Finally, select the Save button to finish the campaign creation
After saving, a confirmation warning appears: 'Are you sure to continue? Once a wallet drop has been completed, the action cannot be undone.' If the campaign details are correct, select Yes.
After confirming the campaign details, we will see it on the Wallet Drops campaign list. It will be in the "Not Started" status
IMPORTANT NOTE: The campaign expiration determines when a reward is no longer claimable, even if the coupon itself remains valid.
Edit and Delete Wallet Drop campaign
IMPORTANT NOTE: We can edit or delete a campaign up to 24 hours before the campaign start time. Once the 24-hour mark hits, we can still make changes or try to delete it, but they won't take effect, and the campaign will continue to run as scheduled.
Changes made within 24 hours are not permitted, and the final version of the wallet drop is the one processed.
To edit a campaign,
Select the three dots at the end of the scheduled campaign
Select Edit button
The option to edit the campaign will appear. We can update the audience, the reward, the start, and the end date as long as it's up to 24 hours before the start of the campaign
When done with editing, select the Save button to save changes
Attempts to edit a campaign within 24 hours of its scheduled start time will trigger the following notification: 'Cannot be updated, the Wallet Drop schedule time is within the 24-hour edit mark.' We cannot make edits or deletions within 24 hours before the campaign start time. After this point, the campaign runs as originally scheduled.
To delete a campaign,
Select the three dots at the end of the scheduled campaign
Select Delete button
The prompt to delete the campaign will appear. Select the Yes button to delete the campaign
The campaign will be deleted from the list
Wallet Drop campaign statuses
There are several statuses for the wallet drop campaign. We can see the campaign status on the campaign list.
We can also use the sorting feature to sort campaigns by their status: Queued, In Progress, Failed, Success, or Not Started.
Test before the launch
We recommend testing every Wallet Drop campaign before launch to confirm on-time delivery, successful redemption, and order placement. This ensures that rewards land in wallets as scheduled, can be redeemed at checkout, and behave correctly after refunds or cancellations.
To conduct a campaign test,
Ensure rewards and coupons are activated at least two days before the campaign or on the chosen test date.
Create a CSV segment file containing test account email addresses
Schedule the campaign reward for the test date to verify reward delivery
Confirm that the offer appears in test wallets
Confirm reward redemption succeeds at the cart page and that a customer can checkout with applied reward.
Verify reward availability after refunds or order cancellations
Check if the reward disappears after the campaign is over
Ensure reward expiration functions correctly once the campaign ends
FAQ
Q: Will the expiration date be inclusive of the date? i.e., if I set it to expire on 8/14, will it be inclusive of 8/14, similar to coupons? How will this work for late-night chains if we need to set a time vs only the date?
A: No. If the expiration date is set to 8/14, the program will set the expiration date to 3/14 04:00 UTC. This will ideally cover all the time zones across the United States
Q: Can the Wallet Drop reward be used in-store or only via the web and app?
A: Initially, Wallet Drop rewards were redeemable only via Web and App. Following a recent update, rewards can also be redeemed in-store