Freeze & Unfreeze

Freezing puts a hard pause on one customer's loyalty: while frozen, they cannot earn or redeem points. Nothing is deleted — their balance, history, and account all stay exactly as they are — and you can unfreeze at any time to pick up right where they left off. It's the safe way to stop loyalty activity for a single shopper without wiping their record.

When to use it

Freeze a customer when you need to hold their loyalty in place, for example:

• Suspected abuse — someone appears to be gaming points or referrals and you want to stop the bleeding while you look into it.
• An open dispute or chargeback — pause loyalty until the order or payment issue is resolved.
• An opt-out request — a customer asks to stop taking part in the program.

What freezing does

• Earning stops. No new points from purchases, reviews, referrals, or any other action.
• Redeeming stops. The customer can't turn points into rewards while frozen.
• Their balance is preserved. Existing points and full history stay intact, ready for when you unfreeze.
• Shopping is unaffected. Freezing only pauses loyalty — the customer can still place orders and use your store normally.

How to freeze or unfreeze

You can do it from either place a customer appears:

From the Customers list

1. Open Customers and find the shopper using search.
2. Click Manage on their row.
3. On the Overview tab, choose Freeze (or Unfreeze if they're already frozen).

From the customer detail page

1. Click the customer's name to open their profile.
2. Use the Freeze / Unfreeze control in the loyalty section.

A frozen customer shows a Frozen badge in the Customers list and on their profile, so their status is clear at a glance.

Related

• Customer Management: find customers and see their status
• Customer Detail: the full profile and manual controls
• Status Reference: what Active and Frozen mean