Managing your loyalty members

3 min read · Updated November 1, 2026

Once customers start collecting rewards, the members list is where you find them, and each customer's Loyalty tab is where you follow their balance, tier and history and change the balance by hand.

Come here when a customer asks about their balance, when someone deserves a goodwill bonus, or when a balance needs correcting.

Before you start

  • The list fills up once a program is running and customers have started earning.
  • To add or take away points or credit, your role needs permission to adjust loyalty points. Without it there is no adjust button.

Step 1. Open the members list

In Loyalty & Rewards, press the View All Members card under the tabs. It shows while a program is running. The Loyalty Members page opens.

The members list, opened from View All Members.

Step 2. Find the member you want

The search box takes a name, an email or a phone number. The dropdown beside it shows All Tiers, or only Bronze, Silver or Gold members.

Search by name, email or phone, then narrow to Bronze, Silver or Gold.

Step 3. Read the row

Each row shows the member's Name and Email, then three numbers: the Balance they hold now, everything they have Earned and everything they have Redeemed, and then their Tier. With Cashback, the three numbers are amounts of credit.

One row per member: the balance to spend now, everything earned, everything redeemed, and the tier.

Step 4. Open the member's Loyalty tab

Click the row. The customer's page opens on the Loyalty tab. The Loyalty Points card at the top shows their Current Balance, Total Earned, Total Redeemed and Tier, and their history sits under it, one page at a time.

A row opens the customer's Loyalty tab: Current Balance, Total Earned, Total Redeemed and Tier.

Step 5. Read the history

Each line shows what moved, the amount, the balance after it, the order number or your reason under Details, and the date:

  • Earned: added for an order that is completed and paid.
  • Redeemed: used to pay for an order.
  • Given back: returned to the customer after a cancel or a refund.
  • Taken back: what an order had earned, removed after it was cancelled or refunded.
  • Adjustment: a change made by hand.
Each line: what moved, the amount, the balance after it, the order or your reason, and the date.

Step 6. Adjust the balance by hand

On the Loyalty tab, press Adjust Points, or Adjust Credit with Cashback. The window shows the member's Current Balance.

  1. In Points Amount, type a positive number to give points, for example 50, or a negative one to take points away, for example -25. With Cashback, Credit Amount takes an amount to the cent, for example 10.00.
  2. In Reason, write why, for example Welcome bonus.
A positive number gives points, a negative one takes them away. Write the reason too.

Step 7. Save the change

Press Save. You see Saved successfully and the balance changes at once. The change joins the history as an Adjustment with your reason. The customer sees it in their own history as Changed by the store, without your reason.

Press Save and the balance changes at once, with your reason kept in the history.

Was this guide helpful?

More in Loyalty & Rewards

Setting up a points loyalty programSet up the points program: what a purchase earns, what points are worth at checkout, and where the Bronze, Silver and Gold lines fall.3 min readChoosing a loyalty style and switching it onPick Points or Cashback, fill in the Cashback tab if it suits your shop, and switch on the one you want, because only one loyalty program runs at a time.3 min readUsing a customer's points or credit at checkout and at the POSHow customers spend their points or credit at checkout, how your cashier uses them at the POS, and where the amount shows afterwards.3 min readSwitching from one loyalty style to anotherOnly one loyalty style runs at a time. Here is what a switch does to the balances and tiers your customers already have, and how they come back when you switch back.3 min read

Still need help?

Our team answers every ticket, in English and Arabic.

Open a ticketContact us