Overview
The customer profile for cashback card holders provides complete visibility into earned points, spending patterns, and cashback tier progression. Manage customer balances, track transactions, monitor tier advancement, and maintain customer relationships—all from one centralized location.
What you can do:
View point balances and cashback percentages
Add or subtract points and transaction amounts
Monitor customer progress toward higher cashback tiers
Send personalized push notifications
Adjust card status and expiration
Access customer feedback
Accessing Customer Profiles
Navigate to the left-hand menu and click the Customers icon. Find the customer in the grid by searching for their name, email, phone, or serial number. Click the customer's name to open their profile.
Profile Overview
Key Metrics
At the top of the profile, view essential customer data:
LTV (Lifetime Value) - Estimated average revenue this customer will generate throughout their relationship with your business.
Current balance - Total number of cashback points currently available on the customer's card.
Points earned - Cumulative total of all points earned since the card was issued.
Points redeemed - Total number of points the customer has used for purchases or rewards.
Transaction amount - Total monetary value of all purchases made by this customer.
Last point earned - Date when the customer most recently earned points.
Last points redeemed - Date when the customer most recently used points.
Cashback percentage - Current percentage of cashback the customer earns on purchases (based on their tier).
To the next cashback level - Amount the customer needs to spend to reach the next tier and unlock a higher cashback percentage.
Cashback tier - Customer's current tier level in your cashback program (e.g., Bronze, Silver, Gold).
Points earned by referral program - Points earned by referring friends to your business.
Segments - The customer's RFM segment classification (useful for targeted communications).
Feedback rating - The customer's average rating from feedback submissions.
Card status - Current state of the card (Installed, Not Installed, or Deleted).
Card serial number - Unique identifier for this customer's card. Click to copy.
Installed on device - Platform where the card is installed (Android: PWA, Google Wallet, or Google Pay; iOS: Apple Wallet).
Card expiration date - When the card expires (can be edited from the profile).
Total visits - Number of transactions or check-ins recorded for this customer.
UTM tag - Marketing channel through which the card was installed.
Card issue date - When the card was originally issued to this customer.
Managing Card Balance
Understanding Balance vs. Transaction Amount
Note: Card balance (points) represents cashback points available for the customer to spend. Transaction amount tracks the total monetary value of purchases, used to calculate tier progression. These are separate but related: purchases increase transaction amount and earn points based on cashback percentage.
Adding Points to Balance
Award points for purchases, promotions, or corrections.
Step 1: Access current balance
Locate the Current Balance section and click the + (plus) icon.
Step 2: Enter point details
Value: Number of points to add (required)
Purchase amount: Optional; enter if points relate to a specific purchase
Comment: Optional note explaining the addition
Click Apply.
What happens when you add points:
Current balance increases by the number entered
Points earned increases
LTV increases
Total visits increases by 1
Important: The purchase amount field does NOT affect the transaction amount. It's for reference only. To affect transaction amount, use the transaction amount adjustment feature instead.
Subtracting Points from Balance
Remove points when redeemed or to correct errors.
Step 1: Access current balance
Locate the Current Balance section and click the - (minus) icon.
Step 2: Enter deduction details
Value: Number of points to remove (required)
Purchase amount: Optional reference field
Comment: Optional note
Click Apply.
What happens when you subtract points:
Current balance decreases by the number entered
Points redeemed increases
Total visits increases by 1
Managing Transaction Amount
Why Track Transaction Amount Separately
Transaction amount tracks total spending, which determines progress toward higher cashback tiers, LTV calculations, and customer spending patterns. This is separate from points balance because you might need to adjust spending records without affecting available points.
Increasing Transaction Amount
Add to spending total for purchases or corrections.
Step 1: Access transaction amount
Locate the Transaction Amount section and click the + (plus) icon.
Step 2: Enter purchase details
Value: Amount to add (required)
Purchase amount: Optional; can duplicate the value or leave blank
Comment: Optional note
Click Apply.
What happens when you increase transaction amount:
Transaction amount increases
LTV increases
Points earned increases (based on cashback percentage)
Current balance increases
Total visits increases by 1
Use cases:
Recording a purchase made outside the system
Correcting an under-recorded transaction
Awarding spending credit for special circumstances
Decreasing Transaction Amount
Remove from spending total for refunds or corrections.
Step 1: Access transaction amount
Locate the Transaction Amount section and click the - (minus) icon.
Step 2: Enter adjustment details
Value: Amount to subtract (required)
Purchase amount: Optional; can match value or leave blank
Comment: Optional note
Click Apply.
What happens when you decrease transaction amount:
Transaction amount decreases
LTV decreases
Current balance decreases
Points redeemed increases
Use cases:
Processing a refund
Correcting an over-recorded transaction
Adjusting for returned items
Understanding Cashback Tiers
How Tiers Work
Cashback cards use progressive tiers where customers earn higher percentages as they spend more.
Example tier structure:
Bronze: 1% cashback on all purchases (starting tier)
Silver: 3% cashback after spending $500
Gold: 5% cashback after spending $1,000
Monitoring Tier Progression
Current tier: Shows in the Cashback field
Current percentage: Shows in the Cashback Percentage field
Progress to next tier: Shows in To the Next Cashback Level field
Tier Advancement
Info: Tiers advance automatically based on total transaction amount. Spending accumulates across all purchases, and when the threshold is reached, the customer moves to the next tier. The new cashback percentage applies to all future purchases, while previous points remain at the old percentage.
Example: Customer at Bronze (1%) spends $500 total → moves to Silver (3%) → all future purchases earn 3%.
Managing Card Status
Viewing Card Status
The Card Status field shows whether the card is Installed (active on the customer's device), Not Installed (issued but not activated), or Deleted (removed from the system).
Changing Card Status to Deleted
Delete the card when you want to remove the customer entirely from your system.
Step 1: Access card status
Locate the Status section in the profile and click the pencil icon next to the status.
Step 2: Delete the card
A Delete button appears. Click Delete. The card status changes to "Deleted."
Warning: This removes the card from your system but does NOT remove it from the customer's phone. The customer must manually delete it themselves. However, the card will no longer function even if left on their device.
Note: You cannot delete a customer profile while their card status is "Installed." Changing the status to "Deleted" allows you to remove the customer from your database.
Managing Card Expiration
Viewing Expiration Date
The Card Expiration Date field shows when the card expires.
Modifying Expiration Date
Extend or adjust card expiration for specific customers.
Step 1: Access expiration settings
Locate the Card Expiration Date section and click the pencil icon next to the date.
Step 2: Select new date
A calendar appears. Select the new expiration date. The date updates automatically in the profile.
Common reasons to modify:
Extend for loyal, high-tier customers
Compensate for service issues
Honor special customer requests
Adjust for business changes
Personalized Links
Card Installation Link
A unique link for this specific customer to install their card. To copy, click the Copy button next to the card installation link.
Use cases:
Send to customers who haven't installed their card
Resend if customer lost the original link
Provide during customer service interactions
Referral Link
A unique link for this customer to share with friends. To copy, click the Copy button next to the referral link.
Use cases:
Encourage customer referrals
Include in loyalty communications
Reward customers for sharing
Sending Personalized Push Notifications
Creating Individual Notifications
Send targeted push notifications directly to one customer from their profile.
Step 1: Access push notification
Click the Send Push tab in the customer profile.
Step 2: Configure notification
Select the card (if customer has multiple cards)
Type your message in the message box
Optionally schedule the message for later delivery
Click Send
Important: Push notifications sent from a customer profile are exclusive to that specific customer and will not be delivered to anyone else.
Use cases:
Congratulate on reaching a new cashback tier
Remind about available points balance
Announce tier-specific promotions
Re-engage inactive high-value customers
Celebrate spending milestones
Viewing Custom Fields
Accessing Custom Fields
Custom fields display business-specific information you've configured for your cashback cards. To view, click the View Custom Fields tab in the profile.
Common custom fields:
Customer preferences
VIP status
Purchase categories
Internal notes
Information Tab
Customer Personal Information
View and edit complete customer details including full name, contact number, email address, date of birth, registration date, device type, and UTM source.
Note: Changes made to personal information in the profile do not alter the information displayed on the customer's card. Card information updates separately.
Feedback Tab
Viewing Customer Feedback
Access all feedback submissions from this customer, including feedback ratings (star ratings), customer comments, submission dates, and associated transactions.
Filtering Feedback
Customize feedback view to find specific information.
Time period filters:
Day
Week
Month
Year
Custom date range
Content filters:
Only comments checkbox: Show only feedback with written comments
Hide ratings without comments for easier review
Use cases:
Monitor satisfaction across cashback tiers
Identify service quality issues
Track feedback trends by spending level
Find testimonials from high-value customers
Transaction History
Accessing Transaction History
Scroll to the bottom of the customer profile to view complete activity including all point earnings, point redemptions, purchase transactions, manual adjustments, tier progressions, dates and times, and comments and notes.
Understanding Transaction Types
Points added - Manual point award or purchase-based earning.
Points redeemed - Customer used points for a purchase or reward.
Transaction amount adjusted - Purchase total modified (increase or decrease).
Tier advancement - Customer moved to a higher cashback percentage tier.
Best Practices
Tier Progression Management
Monitor progression:
Track customers close to tier thresholds
Send encouragement when approaching next tier
Celebrate tier achievements
Use tiers for VIP treatment
Strategic communication:
Congratulate tier upgrades
Explain new benefits at each level
Show progress to next tier
Motivate spending with tier goals
Balance Management
Encourage point usage:
Remind customers of available balance
Suggest redemption options
Create time-limited redemption offers
Show point value in monetary terms
Prevent point hoarding:
Set point expiration if needed
Create exclusive redemption opportunities
Offer bonus redemption events
Data Accuracy
Regular audits:
Review high-value customer profiles
Verify tier assignments
Correct errors with comments
Reconcile transaction amounts
Clear documentation:
Add comments for manual adjustments
Note reasons for corrections
Track special accommodations
Customer Engagement
Targeted communications:
Different messages for each tier
Spending-based promotions
Point balance reminders
Tier-specific benefits
Personalization:
Reference their tier status
Acknowledge spending patterns
Celebrate milestones
VIP treatment for top tiers
Frequently Asked Questions
What's the difference between points balance and transaction amount?
Points balance is what customers can spend. Transaction amount is their total spending, which determines tier progression.
Do points from lower tiers get recalculated when customers advance?
No, existing points remain at the percentage they were earned. Only new purchases earn at the new tier rate.
Can I manually move a customer to a higher tier?
Yes, by increasing their transaction amount to meet the tier threshold.
What happens to points when a card expires?
Typically, unused points expire with the card unless you extend the expiration date.
Why does adding points increase total visits?
Each point adjustment (add or subtract) counts as a transaction/visit in the system.
Can customers see their progress to the next tier?
Yes, their card displays current tier, cashback percentage, and progress toward the next level.
What if a customer returns a purchase after earning points?
Subtract from transaction amount and remove the corresponding points from their balance.
Will deleting a card from the profile notify the customer?
No, customers are not automatically notified. The card simply stops functioning.
Can I adjust only points without affecting transaction amount?
Yes, use the balance adjustment (not transaction amount adjustment). The purchase amount field in balance adjustment is for reference only.
How do I handle a cashback redemption?
Subtract points from the customer's balance when they redeem for purchases or rewards.