Migrating from your current provider to rediem is a big step, and our job is to make it smooth and low-stress. This guide walks you through what to prepare before, during, and right up to your cutover so your customers barely notice the switch — except that their program just got better.

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For technical support during your migration, visit the rediem help center. For anything strategic, your dedicated CS contact and Slack channel are here to help.

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Before You Migrate 🗓️

• Give us a heads-up: The rediem engineering team needs at least 5 business days of advance notice before a scheduled migration. More complex migrations need a bit longer, so the earlier we plan, the better.
• Tell your customers: We recommend emailing your customers about 7 days before the transfer to let them know an enhanced program is on the way.
• Pick the right day: Start migrations on a Tuesday or Wednesday. Avoid Fridays and the days ahead of holidays. Our team generally runs migrations overnight and finds time with you the next morning for a final QA test.
• Test first: Run a test export about 1.5 weeks beforehand so we can verify the formatting and timing of the export.

During Migration ⚙️

• Emails must match exactly: Emails need to match exactly between your import file and Shopify, including punctuation. For example, if a customer is [email protected] in Shopify but [email protected] in your import file, their points won’t sync.
• Point expiries don’t carry over: We do not port over point-balance expiry dates.
• Points history doesn’t carry over: We do not migrate points history (the ledger) from previous vendors.
• Tiers come after points: Tiers are synced after points/spend are migrated.
• Check old code values: Determine whether your previous vendor’s Shopify integration created codes that stay valid after that integration is removed. We don’t import unused customer codes, so if they remain valid, we recommend pointing customers to their inbox to find previous codes, or encouraging them to spend before the changeover.

Points to Clarify Before We Begin 📋

1. Duplicate accounts — please de-duplicate your accounts ahead of migration.
2. Zero / negative balances — rediem recommends not migrating these, as they muddle your analytics.
3. Tiers — tier migration requires a conversation with the rediem team. Tiers can be synced based on your migrated point balances, or based on last-12-month spend pulled from your Shopify data — we’ll help you decide which fits your program.
4. Program downtime — to keep downtime to a minimum, we recommend getting the export from your old vendor as close as possible to when you want to migrate. The tighter that gap, the less downtime your customers experience.
5. Integrations — add your ESP/SMS/reviews integrations before migration, but set each integration to inactive until the migration is complete. We’ll also confirm whether we need to sync data to Klaviyo/Attentive as part of the process.