---
title: "Adjusting a Specific Customer's Points Balance"
slug: "adjusting-a-specific-customers-points-balance"
tags: ["Loyalty and Referrals"]
updated: 2026-06-09T13:31:02Z
published: 2026-06-09T13:31:02Z
canonical: "support.yotpo.com/adjusting-a-specific-customers-points-balance"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://support.yotpo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Adjusting a Specific Customer's Points Balance

Products

  

Loyalty & Referrals

###### Supported plans

Free, Pro, Premium, Enterprise

###### eCommerce Platform

N/A

## Goals and Outcomes

Adjusting a customer’s points balance is one of the [customer actions available in the Yotpo Loyalty admin](https://support.yotpo.com/v1/docs/customer-management-actions). 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

> [!WARNING]
> 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:

1. From your **Yotpo Loyalty admin**, go to **Customers**.
2. Open a specific **customer’s profile**.
3. Click the **Adjust Points** button in the upper-right corner of the page.

![Adjust points button](https://cdn.document360.io/f3c2ab59-fe4c-4f93-9614-2872f40e8aa7/Images/Documentation/adjust-points.png?sv=2026-02-06&spr=https&st=2026-11-12T18%3A03%3A29Z&se=2026-11-12T19%3A03%3A29Z&sr=c&sp=r&sig=QihMXdRfzIo%2BoDrOOCf4IrRIQ1%2F%2B1dO6EXUp%2FxihmGI%3D)
4. Select whether you want to **add or deduct points**.

![The Adjust points modal with available settings](https://cdn.document360.io/f3c2ab59-fe4c-4f93-9614-2872f40e8aa7/Images/Documentation/adjust-points-modal.png?sv=2026-02-06&spr=https&st=2026-11-12T18%3A03%3A29Z&se=2026-11-12T19%3A03%3A29Z&sr=c&sp=r&sig=QihMXdRfzIo%2BoDrOOCf4IrRIQ1%2F%2B1dO6EXUp%2FxihmGI%3D)
5. Enter the **number of points to adjust**.
6. Choose an **adjustment reason**:
  1. Adding points:
    1. **Reward customer**: updates both the current balance and total earned points.
    2. **Refund points deducted**: updates the current balance only.
  2. Deducting points:
    1. **Redeem points for a discount**: updates the current balance only.
    2. **Remove earned points**: updates both the current balance and total earned points.
    3. **Manually expire points**: updates the current balance only.
7. 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:**

1. Create or use an existing coupon under **Rewards Program > Ways to redeem**.
2. On the customer’s page, click **Give Reward** and choose the relevant coupon.
3. Select **Yes** to deduct points from the customer’s balance.
4. 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:**

1. Create or use an existing coupon under **Rewards Program > Ways to redeem**.
2. On the customer’s page, click **Give Reward** and select the coupon.
3. Choose one of the following:
  1. **Yes**: deduct points and provide the coupon.
  2. **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](https://support.yotpo.com/v1/docs/importing-or-adjusting-your-customers-points).