How do I view a customer’s points balance and activity?

Introduction

Roadmap Loyalty tracks every customer’s points balance and activity history automatically. As an admin, you can view how points were earned, redeemed, or adjusted at any time from the customer’s profile.

Step 1: Open the Customer Profile

1. In Shopify Admin, go to Apps → Roadmap → Loyalty.
2. Use the search bar to find the customer by:
   • Name
   • Email address
   • Shopify customer ID

Step 2: View Points Balance

• At the top of the profile, you’ll see the customer’s current points balance.
• This reflects all earnings, redemptions, and adjustments in real time.

👉 Example: Customer Balance = 1,250 points.

Step 3: Check Activity History

Scroll down to see the customer’s loyalty activity log, which includes:

• Earning events → Purchases, reviews, referrals, signups, birthdays, etc.
• Redemptions → Discounts, free products, bundles.
• Tier changes → Progression or manual adjustments.
• Admin actions → Manual point adjustments (with reason noted).

👉 Each event shows the date, type, and point amount.

Step 4: Adjust if Needed

• From the profile, you can also:
  • Manually add points (e.g. goodwill gesture, correcting an error).
  • Deduct points (e.g. fraud, refund adjustment).
• Adjustments update instantly in the balance and activity log.

Best Practices

• ✅ Use the activity log to quickly resolve customer support tickets (“Why didn’t I get points for my order?”).
• ✅ Always leave a reason when making manual adjustments.
• ✅ Monitor activity for unusual spikes that may indicate abuse.

Common Questions

• Can customers see their own activity history?
  • Yes — they can view points earned, redeemed, and tier progress in their account area or loyalty widget.
• Does the balance include pending orders?
  • No — points are only awarded once an order is confirmed (not refunded or canceled).
• Can I export points history for analysis?
  • Yes — activity logs can be exported from Roadmap Analytics.
• Can I reverse a redemption if it was a mistake?
  • Yes — you can manually refund the points to the customer’s balance.

Summary

To view a customer’s points balance and activity in Roadmap:

1. Search for their profile in Roadmap → Loyalty.
2. Check the points balance at the top.
3. Review the activity log for earnings, redemptions, and tier changes.
4. Make manual adjustments if needed.

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