Adjustments

Overview

Adjustments allow merchants to manually add or remove points from customer balances or reset points to zero. These manual changes are useful for handling special situations like goodwill gestures, corrections, promotional bonuses, or fraud prevention.

All adjustments create transaction records with the specified reason, ensuring full transparency and audit trails.

Accessing Adjustments

Adjustments can be made from two locations:

Individual Customer:

1. Navigate to Customers data
2. Click on a customer
3. Click Adjust Points button

Bulk/All Customers:

1. Navigate to Customers data
2. Select customers (or use filters)
3. Click bulk actions menu
4. Select adjustment option

Types of Adjustments

Balance Adjustment

Add or remove a specific number of points from customer balances.

Configuration:

• Point amount (positive or negative number)
• Reason (required text field)

Rules:

• Positive values add points
• Negative values remove points
• Customer balance cannot go below zero
• If adjustment would create negative balance, it's rejected

Examples:

Goodwill Gesture:
Amount: +500 points
Reason: "Apology for delayed shipping"

Error Correction:
Amount: -200 points
Reason: "Duplicate points awarded in error"

Promotional Bonus:
Amount: +1000 points
Reason: "VIP customer appreciation bonus"

Point Reset

Reset a customer's points balance to zero.

Configuration:

• Reason (required text field)
• No point value needed (automatically resets to 0)

Use Cases:

• Suspected fraud
• Account cleanup
• Policy violations
• Fresh start for loyalty program changes

Example:

Fraud Prevention:
Reason: "Account flagged for suspicious activity"
Result: Balance set to 0

Individual Customer Adjustment

Make adjustments for a single customer.

Process

Balance Adjustment:

1. Navigate to customer details page
2. Click Adjust Points button
3. Adjustment modal opens
4. Select Balance Adjustment
5. Enter point amount (positive or negative)
6. Enter reason (required)
7. Click Confirm
8. Transaction created immediately

Point Reset:

1. Navigate to customer details page
2. Click Adjust Points button
3. Adjustment modal opens
4. Select Point Reset
5. Enter reason (required)
6. Click Confirm
7. Balance set to 0
8. Transaction created immediately

Validation

Balance Adjustment:

• Point amount must be a number
• Reason must be provided (minimum 3 characters)
• If negative adjustment would create negative balance, error shown

Point Reset:

• Reason must be provided (minimum 3 characters)
• Confirmation required (cannot be undone)

Bulk Customer Adjustments

Apply adjustments to multiple customers at once.

Process

Step 1: Select Customers

Two methods:

Method 1: Manual Selection

1. Navigate to Customers data
2. Check boxes next to customers
3. Continue to adjustment

Method 2: Filter Selection

1. Navigate to Customers data
2. Apply filters (e.g., tier, balance range)
3. Select filtered customers
4. Continue to adjustment

Step 2: Choose Adjustment Type

Select either:

• Balance Adjustment
• Point Reset

Step 3: Configure Adjustment

For Balance Adjustment:

• Enter point amount (+ or -)
• Enter reason
• Review customer count
• Click Apply to [X] Customers

For Point Reset:

• Enter reason
• Review customer count
• Warning: This will reset all selected customers to 0
• Click Reset [X] Customers

Step 4: Confirmation

• Job dispatched to process adjustments
• Background processing (for large selections)
• Notification when complete

Example Use Cases

Tier Welcome Bonus:

Filters:
- Customer Tier: Gold
- Last Tier Change: Last 7 days

Adjustment:
Type: Balance Adjustment
Amount: +500 points
Reason: "Welcome to Gold tier bonus"

Seasonal Campaign:

Filters:
- Points Balance: 100-1000
- Last Activity: Last 30 days

Adjustment:
Type: Balance Adjustment
Amount: +200 points
Reason: "Spring campaign bonus"

Cleanup Inactive:

Filters:
- Last Activity: More than 365 days ago
- Points Balance: Less than 100

Adjustment:
Type: Point Reset
Reason: "Annual cleanup - inactive accounts"

All Customers Adjustment

Apply adjustments to all customers in your store.

Use with Caution

Adjusting all customer balances affects every customer in your loyalty program. This action cannot be easily undone. Use only for store-wide promotions or major program changes.

Process

Step 1: Access All Customers Adjustment

1. Navigate to Customers data
2. Click Bulk Actions menu
3. Select Adjust All Customers

Step 2: Choose Adjustment Type

Select either:

• Balance Adjustment (add/remove points for all)
• Point Reset (reset all customers to 0)

Step 3: Configure Adjustment

For Balance Adjustment:

• Enter point amount
• Enter reason
• Review total customer count
• Click Apply to All Customers

For Point Reset:

• Enter reason
• Review total customer count
• Warning displayed: This will reset all customers to 0
• Type confirmation phrase to proceed
• Click Reset All Customers

Step 4: Processing

• Job dispatched for background processing
• Processing may take time for large customer bases
• Progress indicator shown
• Email notification when complete

Use Cases

Store-Wide Campaign:

Scenario: Launch promotion for all customers

Adjustment:
Type: Balance Adjustment
Amount: +100 points
Reason: "Grand reopening celebration - thank you gift"

Program Relaunch:

Scenario: Major loyalty program restructure

Adjustment:
Type: Point Reset
Reason: "Loyalty program 2.0 launch - fresh start"
Confirmation: Required

Anniversary Bonus:

Scenario: Store's 10-year anniversary

Adjustment:
Type: Balance Adjustment
Amount: +1000 points
Reason: "10-year anniversary celebration bonus"

Transaction Records

All adjustments create transaction records visible in:

• Customer transaction history
• Store-wide transaction log
• Transaction exports

Transaction Details:

• Type: "Adjustment"
• Points change: Amount added/removed
• Message: Reason provided by merchant
• Date and time
• Applied by: Merchant user

Example Transaction:

Type: Adjustment
Points: +500
Message: "Apology for delayed shipping"
Created: June 1, 2024, 2:30 PM
Customer: Sarah Johnson

Best Practices

When to Use Balance Adjustments

Appropriate:

• Customer service recovery (delayed order, wrong item)
• Correcting point calculation errors
• Promotional bonuses for specific segments
• Rewarding valuable customer behaviors
• Removing fraudulently earned points

Avoid:

• Regular point awards (use earning rules instead)
• Automated processes (use earning rules)
• Replacing proper earning rule configuration

When to Use Point Resets

Appropriate:

• Confirmed fraud cases
• Major loyalty program restructuring
• Account cleanup for inactive users
• Customer requests (with verification)

Avoid:

• As punishment for legitimate behavior
• Without proper documentation/reason
• For minor issues (use negative adjustment instead)

Bulk Processing

For bulk and all-customer adjustments:

Processing:

• Jobs run in background
• Rate limited to prevent system overload
• Can take time for large customer bases

Timeline Estimates:

• Small stores (< 1,000 customers): Seconds to minutes
• Medium stores (1,000-10,000 customers): Minutes
• Large stores (> 10,000 customers): May take an hour or more

Status Tracking:

• Progress indicator shown
• Can continue working during processing
• Email notification when complete
• Transaction log updated in real-time

Related Pages

• Customer Data Overview - How customer data works
• Managing Customers - Browse and filter customers
• Customer Details - Individual customer view
• Transactions - View all transactions

Summary

Adjustments provide merchants with flexible tools to manually modify customer point balances. Use balance adjustments to add or remove specific point amounts, or point resets to set balances to zero. Apply adjustments to individual customers, selected groups, or all customers at once. All adjustments require a reason and create transaction records for full transparency. Balance protection prevents negative point balances, and background processing handles bulk operations efficiently.