Breakage
Breakage is the share of issued loyalty points, vouchers or rewards that expire without ever being redeemed.
High breakage lowers your reward cost but is a warning sign, not a win: it usually means customers do not understand the programme, cannot see their balance, or never got a reminder before expiry.
A healthy programme keeps balances visible — on the bill, on WhatsApp or in a wallet pass — and nudges before expiry. Redemption is the moment a customer returns, which is the entire point.
Track this without a spreadsheet
OrdrPro Loyalty identifies customers at billing, so metrics like this update on their own — with or without our POS.