Why is a customer’s loyalty balance incorrect?

Introduction

If a customer’s loyalty points balance looks off — either too high, too low, or not updating — it’s usually due to how their points were earned, redeemed, or synced. This guide walks you through the common causes and how to correct them.

1. Points from a recent order haven’t been added yet

Roadmap updates points in real time, but there can be a short delay depending on order status or sync settings.

To check:

• Go to Roadmap → Loyalty → Customers.
• Look up the customer and view their Points History.
• Confirm if the recent order appears and what action was triggered.

👉 Orders must be paid to earn points. Draft or test orders may not trigger rewards.

2. The customer used points — and they were correctly deducted

If a customer recently redeemed a reward, their points were subtracted at checkout.

What to check:

• In their Points History, look for “Redemption” or “Reward Used.”
• Compare against the reward cost (e.g. 1,000 points = $10 off).

👉 If checkout wasn’t completed, the points should have been restored automatically.

3. The customer earned points for an action more than once

Sometimes a customer might leave multiple reviews or submit duplicate actions (e.g., referrals).

By default, Roadmap prevents:

• Multiple reviews on the same product earning points twice
• Sign-up or birthday points from triggering more than once

👉 If a customer sees a higher balance than expected, check if they were rewarded multiple times for the same action.

4. Earning or redemption rules changed recently

If you updated your earn or reward settings, it won’t retroactively affect previous points.

Example:

• You raised the earn rate from 5 points per $1 to 10 points per $1
• Orders placed before the change still follow the old rule

👉 Balances are accurate based on the rules active at the time of the order.

5. Points were manually adjusted

Admins can adjust points for any customer in Roadmap.

To check:

• Go to Roadmap → Loyalty → Customers.
• Find the customer and view the Points History.
• Look for entries labeled Manual Adjustment.

👉 If the balance looks wrong due to manual changes, you can edit or reverse the adjustment.

FAQs

Can I manually fix a customer’s balance?

 Yes — go to the customer profile in Roadmap and click “Adjust Points.”

Can points expire?

 Only if you’ve enabled expiration rules. You can check this in your Loyalty settings.

Can customers see their own points history?

 No — but you can export it or show their current balance via the storefront widget or in an email.

Summary

If a loyalty balance looks incorrect:

• ✅ Check the customer’s Points History in the dashboard.
• ✅ Review recent orders, redemptions, or manual changes.
• ✅ Confirm no duplicate actions were rewarded.
• ✅ Verify your earn and reward settings.

Still unsure? [Contact support →] and we’ll help you audit the customer’s loyalty activity.