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Adjust a customer’s points

Add or remove points for a customer, with a reason, in EarnKit or the Shopify admin.

Last reviewed

You can credit or debit a customer’s points balance by hand, for example as a goodwill gesture or to correct a mistake. Every adjustment needs a reason.

Before you start

Find the customer whose balance you want to change. See Find a customer.

Adjusting points from a customer’s profile

  1. Open the customer’s profile and select Adjust points.
  2. Choose Add points or Remove points, and enter a whole number of points.
  3. Select Preview adjustment to see the balance before, the change, and the balance after.
  4. Enter a Reason. Staff with access to this store can see this reason in points activity. Customers do not see your reason; their points history shows a generic message instead.
  5. Select Confirm adjustment.

If removing points would take the balance negative, EarnKit warns you before you confirm, but it doesn’t stop you. A negative balance can happen this way, just as it can from a refund on an order that already earned points.

If the customer’s balance changed since you previewed the adjustment, EarnKit asks you to review the new balance and confirm again, so you never confirm a number you haven’t seen.

Adjusting points from the Shopify admin

You can also adjust points from a customer’s own details page in Shopify, without opening EarnKit:

  1. On the customer’s details page in Shopify, open More actions and select Adjust loyalty points.
  2. Choose Credit, to add points, or Debit, to remove points, and enter a whole number of points.
  3. Enter a Reason. Staff with access to this store can see this reason in points activity. Customers do not see your reason; their points history shows a generic message instead.
  4. Select Save.

This action also lists any reward codes the customer can still use, with a Cancel reward button for each. Canceling stops EarnKit offering that code to the customer, but it doesn’t give back the points they spent on it, and it doesn’t delete the discount in Shopify. If you want to return those points, credit them separately with a points adjustment; never debit points for a canceled code, since the customer already spent them when they redeemed. Delete the discount under Discounts in Shopify too, or the customer can still use it at checkout. See Cancel a reward code.

Good to know

  • A manual debit can take a customer’s balance below zero. EarnKit doesn’t block this.
  • Points move immediately; Shopify publication of the new balance (for example, to the points balance metafield) may lag slightly behind.
  • Only whole numbers of points can be added or removed.