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Adjust a customer's points or credit

Add or take away a customer's loyalty points or credit by hand, with a reason and an optional expiry date.

How toUpdated

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Adjust points or credit when you give a customer a goodwill gesture, correct a mistake, or move a balance from a duplicate record. Most points and credit are added by themselves (see Loyalty points and customer credit); use this only for changes by hand.

Before you start

  • You need permission to adjust customer points and credit.
  • Adjust credit appears only when customer credit is turned on in Settings → Customer portal and loyalty.
  • A credit currency must be your main currency or one of the currencies in Settings → Currencies.

Steps

  1. Open the customer and find Customer app, points and credit.
  2. Press Adjust points or Adjust credit. The window shows "Recorded with your name and the reason".
  3. Choose Add or Take away.
  4. Type the Points (a whole number) or the Amount. For credit, check the Currency: it starts with your main currency.
  5. Type the Reason, for example "Apology for the hotel change". It is required (at least 2 characters) and shows in the history.
  6. When adding, you can set Expires (optional): the date the added points or credit stop being usable. Leave it empty so they do not expire.
  7. Press Save.

After you save

  • The message Saved appears and the balance under Points or Credit changes at once.
  • The movement appears at the top of History, with your name, the reason and, if you set one, the expiry date. Points show as Adjusted; credit shows as Added, or Adjusted when taken away.
  • The customer sees the new balance in the customer app.

If something goes wrong

  • Save stays greyed out: the number is empty or zero, or the reason is shorter than 2 characters.
  • Not enough points: the balance is …: you tried to take away more points than the customer has. Take away no more than the balance.
  • Not enough credit: the balance is …: you tried to take away more credit than the customer has in that currency. Check the amount and the currency.
  • Add … to your currencies first: the credit currency is not one of your currencies. Add it in Settings → Currencies, or use your main currency.
  • Adjust points is missing: your role cannot adjust points and credit. Ask the agency owner.

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