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Managing members
Managing members
Success team avatar
Written by Success team
Updated over a week ago

In this article, you will find all the different functions for managing your members within LoyaltyLion. If you have any questions about how the customers are enrolled in LoyaltyLion, you can refer to our customer accounts documentation.

In this article:

Customers tab

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 what won't work:

- smith, john
- j smith
- jon

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

  • Current points

  • Activities completed

  • Rewards claimed

  • Total revenue

  • History

  • Orders

  • Rewards

  • *Also 'Tier' if you've set it up

Give points manually

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

  1. Go to the Customers tab

  2. Find the customer

  3. Click the Actions button in the top right corner

  4. On the drop-down menu find Give points

  5. Input the number of points you wish to give

  6. Write a reason that will be visible to your customer

*The member will be able to claim these points immediately*

You can give points manually for:

  • Reviews on other platforms

  • Past purchases

  • Thank you gifts (for being a loyal customer!)

  • Complaints e.g. A delayed delivery

See screenshots below:

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

Q. Can I give points to a large number of customers at the same time?
 If you wish to add points to more than one customer we can do it for you! All we would need is an excel file with the below information:

Column A: customer ID
Column B: emails - list your existing customers' email addresses
Column C: points: list the total points each customer should be imported with
Column D: enrolled - true/false

*[Shopify only] Please send us only columns B and C - we can find the rest of the information for you on our end

Deduct points manually

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

  1. Go to the "Customers" tab

  2. Find the customer

  3. Click the Actions button in the top right corner

  4. On the drop-down menu find Remove points

  5. Input the number of points you wish to remove

  6. Write a reason that will be visible to your customer

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

*If you do 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 and we can look into this for you.

Add or change customer birthday

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.

Block a member

You can block customers from the loyalty program:

  1. Go to the Customers tab

  2. Find the customer

  3. Click the Actions button in the top right corner

  4. Click Block

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

If you're using our Integrated Loyalty Panel, customers will still have access to it, however, they won't be able to claim any rewards, and any new points for completed activities will not be added.

This is usually used to block wholesalers.

Change tier

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

  1. Go to the Customers tab

  2. Find the customer

  3. Click the Actions button in the top right corner

  4. Click Change tier

  5. Chose the tier

  6. Duration: Choose how long the customer will stay in that tier. After it expires, we will move the shopper into the tier based on their last 12 months' spend.

You can move chosen customers up the tier for many reasons! It can be either for a campaign, surveys they've completed, reviews they gave you on different platforms, or their number of referred friends - reward them for being a loyal customer or even a brand ambassador!

Customer Tooltip

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:

  • Total order value

  • Shipping (if applicable)

  • Gift card payment (if applicable)

  • Excluded collection (if applicable)

  • Eligible points

  • Make a purchase rule value at the time of purchase

  • Tier (if applicable)

Merge two customer accounts

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, simply block that customer. This will stop the actual customer from accidentally signing in to the wrong account.

Delete member

For those using the Shopify platform, 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.

We can’t delete the customers from LoyaltyLion as they were created on your 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.

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

Updating customers details

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.

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

Customer history

A) Rewards used

You can see what 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 Dashboard > Manage > Rewards > View rewards > Click "Manage voucher codes" on the reward > Click "existing codes".

B) Cancelled orders and refunds

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).

C) Approved points

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).

D) Pending points

To avoid customers abusing the program, we have designed a "Pending points" feature that prevents your customers from using their points to collect a reward then returning the item.

Pending points are points that the customer has been awarded but cannot access 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.

To edit the number of days needed to approve points, go to your LoyaltyLion account:

  1. Go to Manage

  2. Click View rules

  3. Click on Edit next to the Make a Purchase rule 

  4. Enter the desired number of days next to the Approval period

Changing all customers' points

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:

  • Your customers will log in and see a drop in their points. You will almost certainly experience complaints from concerned customers asking where their points have gone.

  • Behavioral economics has shown that higher numbers of points motivate customers more than lower amounts even if the reward they achieve is the same, so by adjusting your program you may make it less successful.

  • If you change the cost of the rewards rather than the customers' point balance, you will achieve the same result immediately.

Change customer account details

LoyaltyLion syncs with your e-commerce platform, so we do not have the ability to make changes to or support issues with a customer email address or password. In scenarios like these, your ecommerce platform's help center is best placed to support you.


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