How to Manually Add or Remove Credit / Points to a Customer's Account

Samantha Brown Updated by Samantha Brown

This feature allows you to view a summary of total credit a customer has earned, as well as the ability to manually add credit to their account as needed.

Note: This feature is only available if you are using Account Credit or Points as a reward type. This help article is applicable to adjusting either Account Credit or Points and will further refer to them interchangeably as credits.

Instructions to Adjust Balance

Step 1

Navigate to Customer Service > Customer Look Up

Step 2

Use the drop down to select the identifier to search a user by, Email Address or Customer ID to find their customer profile.

Note: Learn more about the different ways you can search for a customer profile.

Step 3

After searching for a user and finding their customer profile, select the pencil icon under Points Balance that allows you to Adjust Balance.

Note: a Customer ID needs to be assigned to the customer in order to adjust credit balance. If Customer ID is not available, you cannot opt in a user nor adjust a points balance.

Step 4

Choose an Adjustment Type to Add or Remove from the dropdown menu, then enter the desired Amount of the adjustment and a Reason for the adjustment. Then, click to proceed.

Note: the Reason will not be shown to customers, however, it is tracked in the Statement export, as well as which team member issued the balance adjustment.

Step 5

You will see a screen that asks you to confirm the request. Click confirm if everything is correct or cancel.

Step 6

A success message will provide the amount of the adjustment applied to the customer's balance

Note: Once credit balance has been updated, the new balance will be reflected on the customer's account dashboard and any widgets that displays available balance to the customer.
Tip: within a customer's profile, you can click on Details below the current balance to see information about available, debited, and expired credits.

How did we do?

Customer Profile Name Updates from Widget Submissions

Why was my customers reward rejected?

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