The encyclopedia · Sales & Retail · Marketing decision · 2025-04-08
CDFG's loyalty points lapsed with no notice, then got restored under pressure
中免 (CDFG) cleared points on a re-based 36-month clock with, by its own admission, no expiry reminder — restored only after a report and complaints.
中免集团 (CDFG) · 2025-04-08
What happened
CDFG's duty-free loyalty points — 1 point = ¥1, earned at 1 point per ¥100 spent — across 中免日上, cdf duty-free stores and its online malls were valid 36 natural months from each acquisition. The 2025 revised 会员手册 re-based the clock to start at acquisition, so balances long-time members had not spent lapsed and were cleared.
Members said they received almost no warning. 中免日上's online service admitted there was 'generally no' advance notice. The report's cases: 吴 (Nantong) had 2389 points cleared, 蔡 (Shanghai) 1659, 张 (Ningbo) 1581 — each expiring on the first of a month without a reminder.
Lawyers said points are a property-like right, that the reset clause is a standard term requiring prominent disclosure, and that the lack of notice breached the right to know and fair dealing. Hainan's 12345 hotline took up 张's complaint.
After the 中国消费者报 report and 黑猫 complaints, CDFG restored the cleared points — 吴's 2389 were back by 2025-04-10 with validity extended to month-end, and 蔡 and 张 were also refunded. The 黑猫 collective resolution rate for the case rose from 0% to 89.47%.
Why it happened
- Re-based the point-validity clock to acquisition, letting old balances lapse without members being told
- Admitted there is 'generally no' expiry reminder, turning a loyalty perk into a silently expiring balance
- Restored points only after a report and complaints, showing the program had no working disclosure path
The lesson
A loyalty balance that expires on a clock members never see, with no reminder, is a trust liability. CDFG cleared old points and restored them only after a report and complaints forced a reversal.
Aftermath
CDFG first defended the rule, citing the 会员手册 and claiming reminder texts had been sent, while 中免日上's service admitted 'generally no' advance notice. Under the 中国消费者报 report and a 黑猫 collective complaint, it reversed course: 吴's 2389 points were restored by 2025-04-10 with validity extended to month-end, and 蔡 and 张 also received their cleared points back. The 黑猫 collective resolution rate rose from 0% to 89.47%. No regulation or fine was reported; the cost was trust in the points program and a reversal forced by publicity rather than by design.
Sources
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