Goals and Outcomes
Adjusting a customer’s points balance is one of the customer actions available in the Yotpo Loyalty admin. However, using the Adjust Points button can impact both the current points balance and the customer’s total points earned, sometimes resulting in unintended consequences, especially for VIP/Loyalty tier placement.
In this article, you’ll learn when it’s recommended to use the Adjust Points button, when it’s not the best option, and how to do it.
Changing a Customer’s Points Balance via the Adjust Points Button
Important
The Adjust Points button can affect both the customer’s points balance and their total earned points, which can impact their VIP/Loyalty tier status.
To adjust a customer’s points using this button:
From your Yotpo Loyalty admin, go to Customers.
Open the specific customer’s profile.
Click the Adjust Points button at the bottom-left corner of the page.
Select whether you want to add or deduct points.
Enter the number of points to adjust.
Choose an adjustment reason:
Adding points:
Reward customer: updates both the current balance and total earned points.
Refund points deducted by redemption/expiration: updates the current balance only.
Deducting points:
Redeem points for a discount: updates the current balance only.
Remove earned points: updates both the current balance and total earned points.
Manually expire points: updates the current balance only.
Enter a reason for the adjustment (displayed in the customer's Rewards History).
When to Use the Adjust Points Button
Correcting an error
If a customer’s points were incorrectly awarded or deducted, for example, due to an unpaused campaign or an on-site issue, you can use the Adjust Points button. Since this will affect both the current and the total points balance, the customer’s VIP/Loyalty tier status will also be affected.
Rewarding a customer with points
If you want to manually award points to a customer, you can also use the Adjust Points button. Keep in mind that adding points through this method will increate the customer’s total earned points and may upgrade them to higher tier.
When Not to Use the Adjust Points Button
Deducting points for a used discount
If a customer used a discount code without redeeming points, it’s not recommended to use the Adjust Points button to deduct points. This ma lower their total earned points and unintentionally downgrade their tier.
Recommended method that doesn’t affect their tier status:
Create or use an existing coupon under Rewards Program > Ways to redeem.
On the customer’s page, click Give Reward and choose the relevant coupon.
Give
Select Yes to deduct points from the customer’s balance.
In your eCommerce platform, go to Discounts and disable the coupon.
The customer failed to redeem a coupon
If a customer attempted to redeem points for a coupon but the redemption failed, it’s recommended not to use the Adjust Points button as deducing points may lower the customer’s tier.
Recommended method that doesn’t affect their tier status:
Create or use an existing coupon under Rewards Program > Ways to redeem.
On the customer’s page, click Give Reward and select the coupon.
Choose one of the following:
Yes: deduct points and provide the coupon.
No: grant a free coupon without deducting points.
Adjusting Points for Multiple Customers at Once
You can adjust points for multiple customers in bulk by importing a CSV file. Learn more here.