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The Customers tab is where you can see your members in the loyalty program. You can search for individual customers using their name, ID, or email.

As an example, here's what will work when trying to search by name for a customer called "John Smith":

- john
- smith
- john smith
- john s

Here's an example of searchs that won't work:

- smith, john
- j smith
- jon

Once you select a customer, on their profile you will be able to see the following:

You can manually give customers points, on an individual basis.

To do this, head to the Customers tab, and take the following steps:

There are many reasons that you can give a customer points manually. This includes:

Made a mistake? Click the "Remove" button alongside the entry. This will immediately remove the points from the customer.

If you wish to add points to more than one customer we can do it for you! This is managed from our side, by importing a .CSV file into your program. You can find out more information about how imports work in LoyaltyLion, here.

You can manually deduct points to individual customers - here are the steps:

Please note: for canceled and refunded orders, the points are automatically removed by LoyaltyLion, so you don't need to manually adjust these. You can read about it here "Refunds and returns on purchased products".

If you feel a customer has not had their points deducted correctly, or you want to deduct points from a larger group of customers, please email us at support@loyaltylion.com and our team will be happy to assist.

1. Go to the Customers tab

2. Find the customer

3. Click the Actions button in the top right corner

4. Click Change birthday to add or change your customer's date of birth

5. Set the date for the customer

6. Click Change birthday to save changes.

7. Follow the same steps to amend the customer's date of birth.

8. To check all the changes to the customer's birthday click on the bolded i in the top right corner of the birthday tile.

9. You'll see all the changes to the date of birth. The final row contains the current birthday date.

You can block customers from the loyalty program:

Blocked customers will not be able to complete activity rules such as making a purchase or referring friends, nor spend any points on rewards.

Customers will still have access to the loyalty program through the site. However, they won't be able to claim any rewards, and any points for completed activities will not be added.
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This is usually used to block wholesalers.

You can manually move a customer up or down the tier.

You can move chosen customers up the tier for many reasons. This could be as part of a campaign, survey/review response, or a large number of referred friends. Reward them for being a loyal customer or even a brand ambassador.

Merging customer accounts in Shopify is not supported by LoyaltyLion and can result in the customer's account being deleted. When accounts are merged on your end, Shopify sends us a deletion request for one of the profiles, causing its removal from our system. This means merged customer's will lose access to their account and not be able to use the loyalty program. We recommend "merging" customer accounts following the process below.
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If your customer has two accounts with two different emails, you can "merge" the customers by removing all the points from one customer and adding them to the other version.

If the other customer continues to receive points, block that customer. This will stop the actual customer from accidentally signing in to the wrong account.

You can see an overview of the customer loyalty history in the history table. The table records any activities completed and rewards claimed:

The history table has columns that include relevant information about the customer actions:

Date: the date that the action took place

Points: the number of points lost or gained for an action. The - represents a void action. For example, if a reward was refunded, the points will be returned to the customer account and you will see - under "points"

State: the state the action is in - approved, pending, declined, or void.

Approved points are those that are available for the customer to spend.

Pending actions are going through their approval period.

A canceled order will have a declined state - the points are visible but not added to the point total:

A fully refunded order which isn't canceled will show as pending:

Once the order is fully refunded, the applicable spend is 0 - so they earn 0 points for the order.

A partial refund works the same way - the points are reduced to match the amount that the customer has actually spent after refunds.

Void actions will result from canceling or refunding a voucher.

Type: the type of action that took place, be that claiming a reward, completing an activity, or receiving a manual adjustment from the customer service team.

Note: the note with a reason associated with the action.

Order #: the order number associated with a completed activity.

Import #: the import number associated with any requested import.

Rewards

You can see which rewards have been claimed by individual customers in their tab at the bottom of the page. Also, to see who has claimed and used the voucher, go to:

Orders can normally be canceled and refunded separately.

A canceled order looks like this:

Its "state" is "declined" - the points are still visible, but not added to the customer's point total.

A fully refunded order which isn't canceled looks like this:

Once the order is fully refunded, the applicable spend is 0 - so they earn 0 points for the order.

A partial refund works the same way - the points are reduced to match the amount that the customer has actually spent (after refunds).

Approved points are points that have been awarded to customers for activities and are ready to be used (eg. Once the purchase is complete and past the date for returns, or a successful referral is complete).

To avoid customers abusing the program, we have designed a "Pending points" feature. These points are awarded to the customer, however, they are not accessible immediately. The waiting time is intended to make sure your customers don't return or cancel their order before we allow them to spend their points.

You can now use the Customer Tooltip to display the details of a customer’s order.

By hovering over the order on the customer page, the tooltip allows you to see a breakdown of the points provided for the order. This allows you to understand how an order earned points.

The customer tooltip will display:

If you're a Shopify user, you can locate the member in question and select the "Erase personal data" option (GDPR request on Shopify). This will also delete them from LoyaltyLion.

If a customer has not yet placed any orders, following the standard deletion process will also delete them from LoyaltyLion.

We're unable to delete the customers from LoyaltyLion as they were created on your e-Commerce platform. We pull customers' accounts into our system from your platform - they aren't created individually on LoyaltyLion. As soon as a customer creates an account on your platform, we will add them to LoyaltyLion.

I have a lot of spam customer accounts, can you delete them for me?

Shopify

If a customer has not placed an order, deleting the customer record from Shopify will automatically remove the customer from LoyaltyLion.

Other platforms
If you are getting a lot of spam registration, we would advise reaching out to your e-commerce platform account manager to see if there is anything that they can do (i.e. setting up a captcha upon signing up) as the accounts were created on their platform.

If the customer details change, LoyaltyLion will update our records automatically as we will get a notification from your store.

Normally this should only take a few seconds, however, it will depend on how quickly your store sends us the message.

How can I reset my customer's password?[Shopify]
​You can reset a customer's password in your Shopify admin - you can find a guide for that here.

If you want to change all your customers' points (eg. divide all their points by two) we strongly advise against it. A better alternative in this scenario would be to double the cost of rewards.

The three key reasons for this are:

LoyaltyLion syncs with your e-Commerce platform to manage customers. This means the ability to make changes to customers emails or passwords, sits with them. It's best advised to reach out to your e-Commerce platform's help centre, for more specific help with these issues.

Please see below for more information on our e-Commerce partners:

Shopify

Magento

BigCommerce