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Adjusting customers' loyalty points balances
Adjusting customers' loyalty points balances

Manually adjust an individual or group of customers loyalty points balances.

Updated this week

Merchants have the ability to manually adjust a customer's points balance for a variety of reasons from leaving a great review on Facebook or Yelp, to thank a customer for their feedback, to apologize for poor service or late delivery.

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How to adjust an individual customer's points balance

1. In your Marsello Admin, go to Customers and search for the customer by name or email address


2. Select the customer by clicking on their Name


3. This will open the customer profile. From the drop down button under Customer actions, click Adjust points balance

In your Marsello Admin, go to Customers and search for the customer by name or email address. Click on their name to open the profile. From the dropdown under Customer Actions, select 'Adjust points balance.

4. 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 of points you would like to remove from their balance, e.g. -12.

Enter the number of points to add or remove from the customer's balance. To add points, enter the amount (e.g., 12). To remove points, enter a minus sign before the amount (e.g., -12).

5. 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.

Choose to send the customer a Points Earned Email (optional). If you want to notify them of their updated points balance, select the checkbox next to 'Send points notification email to customer?' and add a short message in the text box explaining the update.  Click Apply points adjustment to confirm the points adjustment.

6. 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.

πŸ“Note: If you choose to send a Points Earned Email, the customer will be notified of their new points balance.

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How to adjust a group of customers' points balances

Prepare your CSV file ready to import into Marsello

If you have a specific list of customers that you want to tag from your POS/eCommerce platform or previous email marketing tool, please get an export and then follow the below steps to format it ready for the Marsello importer.

1. Start a blank spreadsheet with two columns:

  • The First Column can be set up with one of the following identifiers:
    ​- Email
    - Vend customer ID
    - Shopify customer ID
    - ExportId
    - Mobile
    - VendCustomerCode

  • The Second Column is required to be Points.

2. Enter the unique identifier (for example, the below screenshot is using the Marsello ExportId) of the customers' who you want to tag with your custom tag.

  • If you do not wish to add any points, ensure that the points column has 0 next to each identifier.

3. Copy the two columns to your clipboard.

Import your data into Marsello

1. In your Marsello Admin, go to Customers > All Customers


2. Click Actions in the top left corner


3. In the drop-down select Import points

In your Marsello Admin, go to Customers > All Customers. Click 'Actions' in the top left corner and select 'Import points' from the dropdown menu.

4. A pop-up will appear which requires you to select the identifier that you have for each customer, and select the unique identifier that you're using to update the tag:

A pop-up will appear prompting you to select the identifier for each customer. Choose the unique identifier you are using to update the tag.

5. Select how you want the points to be added:

  • Add imported points to customers' points balance

    • If you have your points column set as 0, no points will be added.

  • Replace customers' current points balances with the imported points balance

    • If you have your points column set as 0, all customers will have their points reset to 0.

Select how you want the points to be added: 'Add imported points to customers' points balance' (if the points column is set to 0, no points will be added) or 'Replace customers' current points balances with the imported points balance' (if set to 0, all customers' points will reset to 0).

6. Add your custom tag that you wish to include on the customer's profile and for segment purposes:

Add your custom tag that you want to include on the customer's profile for segmentation purposes.

πŸ’‘ Quick Tip: Marsello always automatically includes a tag to all imports with the date and time of the import unless you change the text in the box.

7. Click Upload CSV


8. Paste your copied columns into the space where you can manually enter your data:

Click 'Upload CSV.' Paste your copied columns into the space provided for manually entering your data.

9. Select the file from your computer and click open

10. Select your header row and click next.

Select the file from your computer and click 'Open.' Then, choose your header row and click 'Next'.

11. Map your columns and click next

Map your columns and click next

12. The importer tool will not import any lines with errors, and will highlight these columns with red:

The importer tool will not import any lines with errors, and will highlight these columns with red. ou can choose to show only the rows with problems to make necessary amendments; otherwise, the import tool will ignore any columns with errors. Scroll to the bottom of the pop-up and click 'Continue.' If there are unresolved errors in your pasted data, a message will appear. Click 'Prev' to adjust your CSV file, then click 'Continue' to start importing your data.

πŸ“ Note: You can select to only show the rows with problems to make any necessary amendments. Otherwise, the import tool will ignore any columns with errors.

13. Scroll to the bottom of the pop-up and click Continue.

πŸ“ Note: If your pasted data contains any errors, a message will appear saying that you have unresolved errors. Click "Prev" to make the adjustments to your CSV file.

14. Click Continue to start importing your data.

πŸ“ Note: This import may take up to 4 hours, depending on the size of your database.


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