> For the complete documentation index, see [llms.txt](https://docs.roadmap.so/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.roadmap.so/loyalty-and-rewards/b2b-loyalty/what-happens-to-a-customers-personal-loyalty-when-they-join-a-b2b-company.md).

# What happens to a customer's personal loyalty when they join a B2B company

When a customer joins a B2B company, personal loyalty pauses. Their points and tier are saved, then resume automatically when they leave.

A customer can actively earn in one program. Joining a B2B company pauses their personal loyalty. Their saved points and tier resume if they leave.

#### What the admin shows

* The D2C customer list shows **B2B** in the **Tier** column.
* The loyalty profile shows **Paused (B2B)** next to the customer name.
* The Shopify admin **Customer Loyalty Profile** block shows company balance and tier.
* The timeline logs **Personal loyalty paused** and **Personal loyalty resumed**.

It also logs company activity that does not award personal points.

#### While personal loyalty is paused

| Personal loyalty item               | Behavior                                                            |
| ----------------------------------- | ------------------------------------------------------------------- |
| Points balance                      | Saved and hidden from the storefront. Never zeroed.                 |
| Point expiry                        | Continues on original dates.                                        |
| Member-since and tier renewal dates | Unchanged.                                                          |
| Amount spent this period            | Frozen at the join date. Company spend never counts.                |
| D2C earning                         | Birthday, signup, referral, review, and tag points are not awarded. |
| Points-expiring emails              | Not sent.                                                           |
| Subscription redemption             | Not available for company points.                                   |
| POS                                 | Disabled, shown as `Disabled: B2B customer`.                        |

Company points and tier appear on the storefront while the customer belongs to the company.

#### When the customer leaves

Personal loyalty resumes automatically. No admin action is required.

* The saved balance and tier return, including expiry changes during the pause.
* Amount spent resumes from its frozen value with new personal orders.
* The timeline logs **Personal loyalty resumed**.
* A customer who was never a personal member starts personal membership on leaving.

{% hint style="info" %}
Joining or leaving never overwrites the original member-since date.
{% endhint %}

#### Related guides

* [B2B Loyalty: an overview](/loyalty-and-rewards/b2b-loyalty/b2b-loyalty-an-overview.md)
* [Managing companies and their loyalty](/loyalty-and-rewards/b2b-loyalty/managing-companies-and-their-loyalty.md)
* [Understanding a customer's loyalty timeline](/loyalty-and-rewards/customer-management/understanding-a-customers-loyalty-timeline.md)


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