You can manually adjust an individual or group of customers loyalty points balances. Common reasons to manually adjust a customer's points balance are; for leaving a great review on Facebook or Yelp, to thank a customer for their feedback, to apologize for poor service or late delivery.  

In this article:

  • How to adjust an individual customer's points balance
  • How to adjust a group of customers' points balances

How to adjust an individual customer's points balance

1. In your Marsello Admin, go to Customers

2. Search for the customer by name or email address

3. Select the customer by clicking on their Name

4. Under their customer profile, click Adjust points balance

5. Enter the number of points you would like to add or remove from the customer's points balance. 

  • To increase the customer's points, enter the number of points you would like to add to their balance e.g. 12
  • To decrease the customer's points, enter a minus sign before the number points you would like to remove from their balance, e.g. -12.

6. Choose to send the customer a Points Earned Email (Optional).
If you would like to notify the customer of their updated points balance:

  • Select the tick-box next to Send points notification email to customer?
  • Add a short message in the text box to notify customer why their points balance was updated.

7. Click Apply points adjustment to confirm the points adjustment

The customer's points balance will automatically be updated. The manual points adjustment will display as a new line on the customer's activity feed.

If you chose to send a Points Earned Email, the customer will be notified of their new points balance.

How to adjust a group of customers' points balances

Prepare your CSV file ready to import into Marsello

📝 Note: If you are unsure of the correct formatting, download the import template here

2. In a spreadsheet, add the following column headings:

  • Firstname
  • Lastname
  • Email 
  • Points

2. Enter the names and email addresses of the customers' whose points you want to update

5. In the Points column, enter the number of points you would like to add or remove from the customer's points balance. 

  • To increase the customer's points, enter the number of points you would like to add to their balance e.g. 12
  • To decrease the customer's points, enter a minus sign before the number points you would like to remove from their balance, e.g. -12.

📝 Note: If you want to leave the customers' points balance the same, simply add 0 into the points column. 

6. Save your file a as a .CSV file

💡Quick Tip: To save a file as a .CSV, in the spreadsheet tool, this can often be found under Export to or Download as in the settings menu. 

Import your CSV file into Marsello

1. In your Marsello Admin, go to Customers

2. Under Customers, click Actions

3. In the drop-down select Import Customers

4. Select Add points to customers' existing points balance

5. Click Choose File, then select the CSV file that you would like to import

6. Click Confirm and start import

The CSV File will automatically start to import. When the import is complete, the group of customers' points balances will be updated. This manual points adjustment will display as a new line on the activity feed of the customer's profile.

📝 Note: This import may take 10-20 minutes, depending on the size of your database.

Have questions?

If you need a hand, please let us know via the chat icon on the bottom-right or send us an email to help@marsello.com.  

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