How do I manually adjust a customer’s points or rewards?

Introduction

Roadmap Loyalty updates points and rewards automatically based on your rules. But as an admin, you may occasionally need to manually add, deduct, or adjust rewards for a customer — for example:

• Granting bonus points as a goodwill gesture.
• Correcting a missed reward.
• Removing points after a refund or fraudulent activity.

Step 1: Open the Customer Profile

1. In Shopify Admin, go to Apps → Roadmap → Loyalty.
2. Search for the customer by name, email, or Shopify ID.
3. Open their profile.

Step 2: Adjust Points

• Locate the Points Balance section.
• Click Adjust Balance.
• Choose to:
  • Add points → Increase their balance (e.g. goodwill or promo).
  • Deduct points → Reduce balance (e.g. refund or abuse correction).
• Enter:
  • The number of points.
  • A reason (required for tracking).

👉 Example: Add 200 points → Reason: Missed birthday reward.

Step 3: Save Changes

• Save your adjustment.
• The new balance updates instantly.
• The adjustment appears in the customer’s activity log with the reason noted.

Step 4: Adjust Rewards (if needed)

• For reward-specific issues (e.g. giving a discount or free product manually):
  • You can generate a reward for the customer directly.
  • Or apply a manual discount in Shopify as a one-time fix.
• Adjust points accordingly so their balance stays accurate.

Best Practices

• ✅ Always include a reason for manual adjustments (helps with support history).
• ✅ Use additions for goodwill or fixing system issues.
• ✅ Use deductions for fraud, canceled orders, or accidental redemptions.
• ✅ Keep adjustments rare — most points should come from automated earning rules.

Common Questions

• Can customers see manual adjustments?
  • Yes — they’ll see the change in their activity log with the reason provided.
• Can I adjust rewards instead of points?
  • Yes — you can generate a manual discount or free product reward, but you should also adjust points so the system stays in sync.
• Can I bulk-adjust points for multiple customers?
  • Yes — Roadmap supports bulk adjustments via CSV import or customer tagging.
• Can I undo an adjustment?
  • Not directly — but you can make an equal and opposite adjustment to correct errors.

Summary

To manually adjust customer points in Roadmap:

1. Open the customer profile.
2. Click Adjust Balance.
3. Add or deduct points with a reason.
4. Save changes — balance updates instantly.
5. Adjust rewards manually if needed (discounts, free products).

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