In this article:
Overview
This article covers everything you can do to manage your members inside LoyaltyLion. If you're looking for information on how customers are enrolled in the program in the first place, take a look at our customer accounts documentation instead.
Customers page
The Customers tab is where you'll find every member of your loyalty program. You can search for an individual customer using their name, Shopify ID, or email — email usually gives the most reliable result.
You can also search from the top search bar, which is available on every page.
Customers are listed in order of their last activity, and you'll see the following at a glance:
Customer name and email
Total points
Total revenue since launch (pulled from your ecommerce platform)
Total number of orders since launch (pulled from your ecommerce platform)
Current tier level
Status — Enrolled, Guest, or Blocked
Enrollment date
You can sort the list by clicking any column heading (except Status). One click sorts descending, a second click sorts ascending.
You can also add points to a customer directly from this screen by clicking the '...' menu on the right-hand side of their row.
When adding points to a customer, keep your points-to-currency conversion rate in mind — the value of each point depends on how you've set this up. The reason you enter for the adjustment is visible to the customer, so keep it clear and appropriate.
Customer profile
The customer profile shows all the information LoyaltyLion holds on a single member. It's broken into two main parts: the profile summary and the activities.
Profile
The profile summary displays the customer's current information at the top of the page.
You'll see the following:
Customer name
Status — Enrolled, Guest, or Blocked
Customer email
Enrollment date
Approved points / balance — the points the customer currently has available to spend
Pending points — points waiting for their approval period to finish
Lifetime points — total points earned since the program launched
Revenue — total spend with you since the program launched
Orders — total orders placed since the program launched
Rewards — total rewards claimed since the program launched
Alongside this, you'll get a quick snapshot showing:
Whether the customer has any activities pending approval
How close they are to the next tier
The date of their last order
The order number of their last order
How many other customers they've referred
Customer Activities
The activities section is split into four tables: Timeline, Orders, Rewards, and Tier history. There's also a Referrals table if the customer has referred others.
Timeline
The Timeline is a full history of everything the customer has done since the program launched.
You can filter it to show just Activities (actions that earn points) or Rewards (actions that spend points). You can also filter on the state of each entry — Pending, Approved, Declined, or Void.
Each row shows:
Event — whether the entry is an Activity or a Reward, plus its status
Details — what the activity was, usually the name of the rule that triggered it
Points — how many points were earned or deducted
Date — when the activity was registered
For Make a Purchase activities, you can click the details (highlighted in blue) to open the Points Summary for that order. This shows a clear breakdown of exactly how points were earned.
On the right-hand side of each row, you can Void an activity to remove its points from the customer's balance. For pending activities, you'll also see an option to Approve them early.
Orders
The Orders table lists every order the customer has placed since the program launched.
Each row shows:
Order — the order number from your ecommerce platform. Click this to open the Points Summary.
Total — total revenue from the order
Total paid — what the customer actually paid, after discounts and gift card payments
Refunded — any amount refunded on the order
Shipping — shipping paid on the order
Payment — payment status
Source — where the order came from (website, POS, app, etc.)
Date — when the order was placed
Rewards
The Rewards table shows all rewards that the customer has claimed, including used and active rewards.
Each row shows:
Reward — the reward the customer claimed
Code — the code generated by your ecommerce platform
Cost — the points cost of redeeming the reward
Status — approved or voided
Created — when the reward was redeemed and the code generated
Used — the date the reward was used
Expires — the date the reward will expire
Order — the order the reward was used on, if applicable
You can click the '...' menu on the right to Void a reward. This removes the code from the customer's profile, voids it on your ecommerce platform so it can't be used, and refunds the points cost back to the customer's balance.
Tier History
The Tier history table only appears if you have Tiers enabled in your program. It tracks the customer's movement between tiers.
Each row shows:
Tier — the tier the customer was in
Joined — when they joined that tier
Ended — when they left that tier
Referrals
The Referrals table lists every referral the customer has made.
Each row shows:
Customer — the name of the referred customer, linked directly to their profile
Enrolled — when the referred customer joined the program
Source — how the referral happened (direct, email, social, etc.)
Points earned — how many points the referred customer has earned
Customer Actions
Inside any customer profile, you can perform a number of actions. These are available to any user with an access level above Customer Support.
Adding Points
You can add points to a customer from the main Customers table, from the button on the customer profile, or from the actions dropdown.
When adding points, remember your points-to-currency conversion rate — the value of each point depends on how this is set up. The reason you enter is visible to the customer.
Removing Points
You can manually remove points from a customer if you need to. Returns and order cancellations are adjusted automatically, so you don't need to do those by hand.
As with adding points, keep your conversion rate in mind, and remember that the reason you enter is customer-facing.
Claim Reward
You can claim a reward on a customer's behalf, using their points. The reward is added directly to their claimed rewards so they can use it. This is useful when a customer can't access the program themselves for any reason.
Change Tier
You can change a customer's current tier, but only upwards — you can't manually demote a customer. You can add them to the new tier permanently, or for a fixed duration of your choice.
Complete Activity
You can manually complete an activity for a customer. This awards the points and marks the activity as completed. It will appear in their Timeline with the timestamp of when you completed it.
Change Birthday
You can change the date a customer entered when completing the Birthday activity rule. Customers can't change this themselves.
Customers can only trigger the Birthday rule once every 365 days, so changing the date may mean a longer wait until their next birthday reward.
Sync Metafields
This syncs all customer information to Shopify Metafields, provided you have them structured.
Export Transactions
This exports the customer's Timeline as a .csv file so you can work with it locally.
Block/Unblock Customer
You can block a customer to stop them interacting with the program, while keeping their account intact. A blocked customer can't earn points or spend the points they already have.
Specifically, blocked customers:
Can't complete activity rules like making a purchase or referring friends
Can't spend points on rewards
Are moved into the default tier, and have access to any automatic tier benefits (like free shipping) that tier includes
There are a few common reasons to block a customer:
They're using the program in a way it wasn't intended for — for example, trying to defraud your business
They'd like to keep their account on your site for order history, but don't want to be part of the loyalty program
They've exercised their right to be forgotten. In this case, process a GDPR deletion through Shopify first — LoyaltyLion will pick up the request and delete the customer in turn.
If you need to unblock a customer, you can do so at any time. Any activities they performed while blocked won't appear in their account.
Managing customer accounts
Merging customer accounts
LoyaltyLion supports customer account merging through Shopify. When you merge two customer profiles in Shopify, LoyaltyLion will also combine the accounts on our side — including points, rewards, and activity history.
To do this:
Process the merge in Shopify first.
LoyaltyLion will listen for the request and merge the customers automatically once received.
Deleting a customer
If you're on Shopify, you can delete a customer by finding them and selecting "Erase personal data" (the GDPR request option in Shopify). This also deletes them from LoyaltyLion.
If a customer hasn't placed any orders yet, following your platform's standard deletion process will also remove them from LoyaltyLion.
We can't delete customers directly inside LoyaltyLion. Customers are created on your ecommerce platform and pulled into our system from there — so the deletion has to start on your platform too.
Updating customer details
When a customer's details change, LoyaltyLion updates our records automatically based on a notification from your store. This usually happens within seconds, but the exact timing depends on how quickly your store sends the message.
Changing all customers' points
If you're thinking about changing every customer's points balance at once — for example, halving everyone's points — we strongly recommend against it. A better approach is to double the cost of your rewards instead.
There are three reasons for this:
Your customers will log in and see their points drop. You'll almost certainly get complaints from concerned customers asking where their points went.
Behavioral economics shows that higher point numbers motivate customers more than lower ones, even when the reward is the same. Reducing balances can make your program less effective.
Changing reward costs instead achieves the same result immediately, with none of the downsides above.
Changing customer account details
LoyaltyLion syncs with your ecommerce platform to manage customers, which means changes to things like email addresses or passwords have to happen on your platform, not inside LoyaltyLion. For help with these, it's best to go directly to your ecommerce platform's help center: