Sometimes a customer should get points or store credit that no rule gives them: a thank-you for feedback, a fix for a support case, or a prize. You can give or remove points or store credit for one customer by hand, from their page in the app.
Every change is saved in the customer's history, so you can always see what changed and why.
Give points or store credit
In the Appstle Loyalty app, click Customers.
Find the customer and click their ID to open their page.
Click Manage customer, then Give Points/Credits.
Under Reward Type, choose Points or Store Credits. The dialog title and the first field's name change to match.
Enter the amount in the first field, Points or Store Credits. It must be more than 0, with at most two decimal places.
For store credit, choose when it expires under Expiration. See the next section.
Optional: enter a Reason. It shows in the Note column of the customer's history. If you leave it empty, the note stays blank.
Click Save in the bar at the top of the page. Click Discard to close the dialog without changing anything.
The menu lists everything you can do for this customer. Give Points/Credits and Remove Points/Credits are the two that change a balance.
Choose when store credit expires
When you give store credit, the dialog has an extra field, Expiration. It doesn't appear for points, or when you remove anything.
These are the choices:
Choice | What happens |
Store default | Selected unless you choose another. The credit follows your store's Store credit expiry setting. The choice reads "doesn't expire" or says how long credit lasts, so you can see what it means today. See Let customers redeem points for store credit. |
1 year from today or 3 years from today | The credit expires at the end of that day, in your store's time zone. The dialog shows the date. |
On a specific date | Choose a day from the calendar. You can pick tomorrow or any later day. The credit expires at the end of that day, in your store's time zone. |
What happens when you save
The change is saved at once. A new row appears on the customer's History tab, under Not linked to an order. The Rule column reads Manual, and Note shows your reason.
The balance updates right away. Current Points or Current Credits at the top of the customer's page shows the new amount as soon as you save. Store credit goes into, or comes out of, the customer's Shopify store credit account.
Points are approved straight away. They don't wait in Pending Points.
Points you give count as earned. They add to Total Points Earned. Points you remove lower Current Points but leave Total Points Earned as it is.
The customer gets an email when you give something. They get the Point Earn email for points or the Store credit email for credit. Removing never sends an email. See Email Templates.
Changes are logged. The customer's Activity Logs tab gets a row each time you give points or store credit, or remove store credit. Removing points adds no row there.
Remove points or store credit
Open the customer's page and click Manage customer, then Remove Points/Credits.
Enter the amount, choose Points or Store Credits under Reward Type, and add a Reason if you want one.
Click Save in the bar at the top of the page.
For points, the app doesn't compare the amount with the customer's balance. If you remove more points than the customer has, Current Points goes below zero, so check the number before you save. For store credit, Shopify refuses to remove more than the customer has, and nothing changes.
A removal can't be cancelled. To undo it, give the points back.
Undo something you gave
Approved and pending rows that add points or credit show a Cancel button in the Action column of the History tab. Rows that remove points or credit don't.
Click Cancel on the row.
Optional: type a reason in Reason (optional).
Click Yes to confirm.
The row's status changes to Rejected, and your reason shows in the Reason column. The points or credit come off the customer's balance, and store credit is also taken out of their Shopify store credit account. If the customer has already spent that credit, Shopify refuses and nothing changes. Cancel works on any of these rows, not only the ones you gave by hand.
Things to know
When you give store credit, the dialog suggests changing the balance in Shopify first and then clicking Sync Customer on the customer's page. That keeps the balance shown in the app exact if the credit also changed in Shopify.
Shopify allows less than $15,000 USD of store credit on one customer account. The limit can differ in other currencies.
These steps change one customer at a time.
Troubleshooting
The dialog says "Couldn't adjust customer points or store credit": nothing was saved. For store credit, Shopify refused the change. Usually the balance would have reached Shopify's $15,000 USD limit, or you tried to remove more than the customer has. Open the customer's Activity Logs tab, where a Failure row gives the reason, then try a smaller amount.
The balance on the page didn't change: reload the page. If Current Credits still looks wrong, click Sync Customer to take the latest balance from Shopify.
The customer didn't get an email: the Point Earn or Store credit email may be switched off, or the customer may have no email address. When the email is off, the Activity Logs tab shows "Email sending failed as template is not enabled".
You removed too many points: open Manage customer and choose Give Points/Credits to give back the difference. The customer gets the Point Earn email for it.