Campaign Entitlement Expiry

Build this journey when campaign reports show that a large share of earned entitlements expire without ever being redeemed. Beforehand, check that each entitlement is held in one record with its grant date, expiry date, redemption and cancellation status tied to the user, that you can query at send time whether it is still redeemable, and that you hold push permission and an email subscription. If entitlements die because their terms are hard to meet or the redemption step breaks, fix the terms and the redemption flow first; a reminder cannot unblock a broken step.

Incremental redemption rate vs control

What the journey adds is how many more reminded entitlements get redeemed than in the control group; an opened push or a clicked email is not a redemption.

How it is counted: Among all entitlements that entered, journey group and control group alike, the share redeemed by the expiry date, the same follow-up window for both groups; the difference between the two groups is what the journey added. Delivery or click status does not change the denominator.

Also track

• Redemptions before expiryRaw count of entitlements redeemed within the window; next to the rate, it shows the real size of the campaign and explains why the rate swings on small ones.
• Redemptions per touchCount entitlements already redeemed at the 3-day check separately from those redeemed after the email; if the second touch adds nothing, revisit the email's content or timing.
• Push opt-outs and unsubscribesCount push permissions switched off after the first push and unsubscribes that follow the terms email; if they rise, the redemptions you gained came at a cost.
• Sends to invalid entitlementsHow many messages went out for an entitlement already used, cancelled or no longer eligible; it should be zero, and anything else means the pre-send check is not working.

• Trigger and entryEntry is the moment an unused campaign entitlement is 7 days from expiry. Split eligible entitlements at entry, at random, into the journey group and a control group that receives no reminder from this flow.
• Who must not enterUsed, cancelled or invalid entitlements stay out, as do users who no longer meet the redemption terms. The scope is one entitlement: the user redeeming a different benefit does not count this one as used. If the same benefit also qualifies for the loyalty reward flow, name one communication owner.
• Timing and channelsA push showing the entitlement and its expiry date goes out at entry. After 3 days the journey checks redemption; if the entitlement is still unused, an email explains the terms and the deadline, then the journey waits until expiry and checks one last time.
• Exit and handoffOnce the entitlement is redeemed, whether seen at the 3-day check or at the deadline, the journey ends at Entitlement redeemed and the pending email is cancelled. If it is still unused at expiry, the journey closes at Entitlement expired; nothing is handed to another journey.
• Frequency and consentEach entitlement gets two reminders at most: one push and one email. The push goes only to users with permission on, the email only to subscribed users. The date in every message is the real expiry date; do not invent an earlier cutoff to create urgency.

1. 1A redemption rate in the journey group that is no higher than the control group's means those users were going to redeem anyway, and high opens or clicks do not change that. Read the redemption gap between the groups together with the count of sends to invalid entitlements.
2. 2This result applies to this sequence starting 7 days out, the 3-day wait, and the push and email channels. Do not count the same user redeeming another benefit or a loyalty reward as this journey's win; where one benefit entered two flows, credit the redemption only to the flow that owns the communication.
3. 3When entitlements are granted rarely or redemption is uncommon, work out the control group's redemption rate and the smallest gap you care about in the sample size calculator; do not conclude before each group reaches that many entitlements, and pool several campaigns into one read if you must.
4. 4A jump in redemptions after the terms email shows that explaining the conditions works; but if any message showed a cutoff earlier than the real expiry date, treat that gain as bought with trust and correct the date.