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Adding or Subtracting Points from Customers' Profiles

Adjusting point balance for an individual customer or for multiple customers in bulk

Overview

How It Works

Loyalty points can be added to or subtracted from a customer's account directly in the rediem merchant admin. Use this to reward loyal customers with bonus points or to resolve a customer service issue tied to a specific account.

Points can be adjusted for one customer at a time, or for a large group of customers at once using a spreadsheet upload. A negative point value subtracts from the customer's balance, and a positive value adds to it. Each adjustment includes an internal reason and an optional note that the customer can see.

Manual Points Adjustment

Use this method to adjust points for a single customer.

  1. Go to the Customers tab in the merchant admin.|

  2. Search for the customer's email address.

  3. Click the customer's name

  4. Click Adjust balance under Points on the right side of the screen.

  5. Enter the Points Adjustment (use a negative value to subtract points), the Reason for Adjustment for internal use, and an optional customer-facing note.

  6. Click Adjust Points to save the change.

📋 Note: The information entered in the Reason for Adjustment text box is for internal use only and is not visible to the customer.

Bulk Points Adjustment

Use this method to adjust points for multiple customers at once.

  1. Go to the Customers tab in the merchant admin.

  2. Click Adjust Points in the top right corner.

  3. Click Download Template.

  4. Enter each customer's email address, the points value, and an optional note in the template.

  5. Upload the completed spreadsheet.

  6. The note entered in the third column is displayed on both the frontend (under the View Activity section of the widget) and the backend.

Key Notes

  • Use a negative points value to subtract points, and a positive value to add points.

  • For Bulk Adjustment, the note entered is visible to both the brand internally and customers in the widget. Unlike Single Customer Manual Adjustment, there is no separate option for an internal note and a customer note.

  • The customer-facing note is optional and, if included, is visible to the customer.

  • Bulk uploads use the same template for every customer included in the batch.

  • If rediem merchant admin is unable to adjust an individual customer’s balance, it’s because the customer is not yet a loyalty member.

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