Goals and Outcomes
The Customers page in Yotpo Loyalty & Referrals lets you view and manage your customers. Customer profiles are automatically synced from your eCommerce platform and displayed here. Profiles include key customer information, such as loyalty status, points balance, tier progress, referrals, and order history.
To open a customer profile, go to the Customers page and click the customer's email address. Each customer profile page has three main sections:
Note
You can search for customers using their email address or referral link. When searching by email, make sure there are no spaces before or after the address.
Customer Details
The Customer details section provides a snapshot of the customer's loyalty account, including membership status, points balance, spend, referral activity, and tags.
Status: Shows Member if the customer is enrolled in your loyalty program and Not Enrolled if they’re not.
Loyalty tier status: Shows the customer's current tier. Click the tier name to manually update the tier, adjust its expiration date, or grant an entry reward. Check the Earnings table to track tier movements. Learn more about Loyalty Tiers.
Additional tier details: Shows tier expiration, points earned while in the current tier, the number of points needed to maintain this tier, and the number of points needed to reach the next one.
Note
How the To keep this tier field works:
If the customer is in a tag-based tier, and there is no next tier, or the next tier is also tag-based, this field will display “–”, because tag logic is defined in your eCommerce platform (e.g., Shopify).
The field will also display “–” in the following cases:
The VIP/loyalty tiers program is inactive (paused or disabled)
Only a base tier is configured and there are no higher tiers to progress to.
If the current tier is based on points earned or amount spent, this field will display how many points or how much the customer needs.
Points balance: Shows the customer's current points balance, total points earned, total points deducted, and any applicable point expiration dates (based on your configured expiration policy). If you manually deduct points, it will affect the total number of earned points and could affect the customer's tier status.
Account information: Shows the account creation date (not available for Shopify's new Customer Accounts), loyalty program join date, total spend, and most recent loyalty activity. Only qualifying purchases are counted toward a customer’s total spend. If you see an unexpected value, make sure to check that their purchases were for qualifying items. Learn more about excluding products and collections in Shopify.
Note
Last loyalty activity captures the customer’s most recent loyalty-related action, such as purchases, earning points, reward redemptions, and manual point adjustment.
Customer email: Shows the customer’s email address. Click the email address to open the customer record in Shopify, where you can update it. Updating a customer’s email will automatically sync to Yotpo, and it won’t affect their points or past activity.
Customer birthday: Shows the customer’s date of birth (if previously captured or manually added to their profile). Click the date to edit it. A customer can receive only one birthday reward per calendar year, even if their birthday is updated.
Customer anniversary: Shows the customer’s anniversary date (if previously captured or manually added to their profile). Click the date to edit it. A customer can receive only one anniversary reward per calendar year, even if their anniversary date is updated.
Referral information: Shows the customer’s unique referral link (click to disable it or generate a new one), their referral activity, and who they were referred by.
Tags: Any customer tags assigned through your eCommerce platform, loyalty tiers, or custom API integrations will appear here.
Customer Activity
This section helps you review a customer's loyalty and purchase activity, including tier movements, earned rewards, redemptions, referrals, and orders.
Here, you can filter results by date to focus on a customer’s activity over a specific time period, or compare earning, redemption, and/or order records side by side to get a better understanding of their history.
Customer activity is displayed in several sub-sections:
Earnings
The Earnings table helps you track every loyalty-related action the customer has taken, including referrals. Manual point adjustments you make will also appear here.
Each earning record contains the following information:
Date: Shows when the earning event took place.
Earning Title: The name of the earning record. Click the pencil icon when you hover over the line item to change the name.
Reward: The reward value that the customer earned.
Points Expiration: Date when the reward is set to expire (if applicable).
Visibility Status: Click the eye icon to show/hide the earning event to the customer. If visible, the earning action will appear in the “Reward History“ section of your Rewards Page if it has the My Activity module displayed on-site. By default, manual point adjustments are hidden.
Redemptions
The Redemptions table gives you a detailed view of a customer’s redemption history, including rewards issued using the Give reward button.
Every redemption shows the following details:
Redeemed At: Date when the customer received the coupon code.
Reward: The reward’s value.
Code: The coupon code
Points Used: If the coupon was exchanged for points, their value will appear here. For example:
If a customer redeems a Points for Purchase reward worth $10 for 100 points, the table displays 100.
If a customer redeems a Birthday reward, the table displays 0.
Status: Shows used or unused depending on whether the coupon has been used in a purchase or not.
Expires: If there’s an expiration configured for the code, it will appear here.
Exchange Rate: Relevant for stores that sell in multiple currencies. The exchange rate reflects how points are calculated when a shopper redeems rewards in a currency different from your store's default currency.
For example, if your store's default currency is USD and the shopper checks out in EUR, an exchange rate of 1 USD = 0.85 EUR would display as 0.85 in the table column.
Orders
Displays the customer's order history, including purchases, refunds, and coupon usage.
For each order, you can see the following details:
Ordered: Date when the purchase was made.
Order ID
Spent: The amount eligible for loyalty processing. Yotpo only processes purchases that qualify for points. Purchases of excluded products or payments made using gift cards are not included.
Refunded: How much was refunded to the customer (if applicable).
Net Amount: The amount paid by the customer after refunds (if any).
Coupon: The coupon code used to complete the purchase.
Channel: The eCommerce platform the order was placed from (e.g., Shopify).
Customer Management Actions
At the top of each customer profile, you can access a range of management actions, including:
Manually giving a reward
Adjusting a customer’s points
Merging customers
Opting in/out a customer
Managing custom actions (only applicable if you have custom action earning rules)
Excluding customers from appearing in reports
Anonymizing customers (erasing a customer’s personal data, but keeping their loyalty activity, history, and events)
Learn more about customer management actions in Yotpo.