In your customer management dashboard in Alpha Loyalty, you’ll notice a Loyalty program status column. This column indicates whether a customer is currently participating in any of your loyalty programs.
Possible statuses
Member: Customers who meet the "Customer eligibility" criteria for one of your active loyalty programs.
Not eligible: Customers who do not meet the "Customer eligibility" criteria for any currently active program.
Excluded: Customers you have manually removed from all loyalty programs.
Unknown customer – The customer’s data hasn’t yet been synced to the Alpha Loyalty database, so their program status hasn’t been determined.
Note: “Unknown” doesn’t mean the customer can’t participate in your loyalty program or redeem rewards. Their experience on your storefront — such as whether the loyalty widget is shown or which tier they belong to — is calculated in real time.
How customers transition between statuses
Customer loyalty status updates automatically based on their activity and your program settings:
Unknown customer → Member/Not eligible: When the customer’s data is updated in our database for the first time. This happens, for example, when an order is created or its status changes, or when the customer profile is updated.
You can also trigger an immediate update by opening a customer profile in Alpha Loyalty - the system will fetch the latest data and re-evaluate program eligibility, points balance, and VIP tier.
Not Eligible → Member: When a customer starts meeting the "Customer eligibility" criteria for an active program.
Member → Not eligible: When a customer no longer meets the "Customer eligibility" criteria for an active program.
Any status → Excluded: When a customer is manually excluded from all programs.