Managing Reward Card Customer Profiles
Overview
The customer profile for reward card holders provides visibility into points earned, available rewards, and redemption history. Reward cards support unlimited rewards at different point levels—manage customer balances, process redemptions, and track the complete customer journey from one centralized location.
What you can do:
View points balance and available rewards
Add or subtract transaction amounts and points
Process reward redemptions
Track transaction and points history
Send personalized push notifications
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.
Understanding Reward Cards
How Reward Cards Work
Reward cards allow customers to accumulate points and redeem them for various rewards. Unlike single-goal programs, reward cards support unlimited rewards at different point levels.
Key characteristics:
Multiple rewards at different point thresholds
Points accumulate continuously
Rewards can be redeemed multiple times
Balance continues growing after each redemption
Three ways to earn points: spending, visits, or custom rules
Example: Customer has 1,500 points. They redeem a 500-point reward (leaving 1,000 points). They continue earning and can redeem multiple rewards over time without starting from zero.
Managing Transaction Amounts
What Are Transaction Amounts?
Transaction amounts represent customer spending. When you add a transaction amount, the system automatically awards points based on your loyalty rules.
Info: If your program is set to $10 = 200 points, entering a $50 transaction will award the customer 1,000 points automatically. Points calculation is automatic based on your rules.
Adding Transaction Amounts
Record purchases to award points based on your spend program.
Step 1: Access transaction amount
Locate the Transaction Amount section in the profile and click the + (plus) button.
Step 2: Enter transaction details
A popup appears. Enter the transaction value in the Value field and click Apply.
What happens:
Transaction amount increases
Points are automatically calculated and added based on your program rules
Balance updates to reflect new points
Example:
Program: $10 = 200 points
You enter: $50
System awards: 1,000 points automatically
Subtracting Transaction Amounts
Remove transaction amounts to correct errors or process refunds.
Step 1: Access transaction amount
Locate the Transaction Amount section and click the - (minus) button.
Step 2: Enter deduction details
A popup appears. Enter the amount to remove in the Value field and click Apply.
What happens:
Transaction amount decreases
Corresponding points are deducted based on your program rules
Balance updates accordingly
Managing Bonus Balance
What Is Bonus Balance?
Bonus balance allows you to manually award or deduct points independent of transaction amounts. The exact number you enter is the exact number of points the customer receives.
Note: Transaction Amount calculates points based on rules ($50 → 1,000 points). Bonus Balance awards exactly what you enter (enter 10 → customer gets 10 points).
Adding Bonus Points
Award specific point amounts for promotions, corrections, or special occasions.
Step 1: Access bonus balance
Locate the Bonus Balance section in the profile and click the + (plus) button.
Step 2: Enter bonus details
A popup appears. Enter the exact number of points in the Value field, enter the purchase amount (if applicable) in the Purchase Amount field, and click Apply.
What happens:
Exactly the number of points you entered are added
No automatic calculation occurs
Balance increases by the specified amount
Example:
You enter: 10 points
Customer receives: Exactly 10 points (regardless of purchase amount)
Common use cases:
Birthday bonuses (500 points)
Customer appreciation (100 points)
Promotional awards (250 points)
Compensation (50 points)
Manual corrections
Subtracting Bonus Points
Remove specific point amounts for redemptions or corrections.
Step 1: Access bonus balance
Locate the Bonus Balance section and click the - (minus) button.
Step 2: Enter deduction details
A popup appears. Enter the number of points to remove in the Value field, enter the purchase amount (if applicable), and click Apply.
What happens:
Exactly the number of points you entered are deducted
Balance decreases by the specified amount
Redeeming Rewards
Viewing Available Rewards
See which rewards customers can currently redeem based on their points balance.
Step 1: Access rewards
Locate the rewards section in the customer profile and click the Edit button.
Step 2: View reward options
A list appears showing:
Eligible rewards: Rewards the customer has enough points to redeem
Rewards received: Previously redeemed rewards and their history
Processing Reward Redemptions
When customers redeem rewards, the corresponding points are deducted from their balance.
Redemption process:
Customer has sufficient points for a reward
You click Edit in rewards section
Select the reward to redeem
Confirm redemption
Points are automatically deducted
Example:
Customer has 1,500 points
Redeems 500-point reward
Remaining balance: 1,000 points
Customer continues earning toward next reward
Transaction History
Understanding the Transaction Log
The transaction history shows complete activity with key columns:
Transaction Amount column - Displays the monetary value spent during each transaction.
Amount column - Shows the number of points added or deducted in each transaction. Positive numbers indicate points earned, while negative numbers indicate points expired or deducted (e.g., "10" means 10 points were removed).
Balance column - Reflects the cumulative total after each transaction.
Reading Transaction History
For transaction amounts: The Balance column shows total cumulative spending.
Example:
Transaction 1: $100 (Balance: $100)
Transaction 2: $240 (Balance: $340)
Final balance: $340 total spent
For points: The Balance column shows total remaining points after each transaction.
Example:
Bonus 1: +5,000 points (Balance: 5,000)
Bonus 2: +1,800 points (Balance: 6,800)
Final balance: 6,800 points available
This helps you track how many points customers have earned, how many points remain available, when points were added or removed, and complete spending history.
Key Differences: Transaction Amount vs. Bonus Balance
Transaction Amount
Purpose: Record customer purchases
Points calculation: Automatic based on your program rules
Example: $50 transaction = 1,000 points (if $10 = 200 points)
When to use: Regular purchases following your spend program
Bonus Balance
Purpose: Award specific point amounts manually
Points calculation: Exactly what you enter
Example: Enter 10 = Customer gets 10 points
When to use: Promotions, bonuses, corrections, special awards
Profile Metrics
Key Customer Data
LTV (Lifetime Value) - Total revenue generated from this customer.
Current points balance - Points available for redemption right now.
Points earned - Total points earned since card creation.
Points redeemed - Total points used for rewards.
Available rewards - Number of rewards customer can currently redeem.
Transaction amount - Total spending recorded.
Segments - RFM classification for targeted communications.
Feedback rating - Customer's average satisfaction rating.
Card status - Installed, Not Installed, or Deleted.
Card serial number - Unique identifier for this card.
Device information - Platform and installation method.
Card dates - Issue date, expiration date, validity period.
Best Practices
Point Management
Use transaction amounts for regular purchases:
Maintains consistent point earning
Follows your established rules
Automatic calculation reduces errors
Creates predictable rewards
Use bonus balance for exceptions:
Special promotions
Birthday bonuses
Customer appreciation
Error corrections
Compensation for issues
Reward Strategy
Multiple reward tiers:
Low-point rewards (50-100 points): Quick wins, frequent redemption
Medium rewards (200-500 points): Regular engagement
High rewards (1,000+ points): Aspirational goals
Encourage redemption:
Remind customers of available rewards
Highlight rewards close to their balance
Create limited-time redemption opportunities
Show reward value clearly
Customer Engagement
Balance reminders:
Notify when close to reward thresholds
Celebrate point milestones
Show progress toward next reward
Highlight available rewards
Redemption facilitation:
Make redemption process easy
Train staff on reward offerings
Display rewards prominently
Process redemptions quickly
Data Accuracy
Regular audits:
Review transaction history for errors
Verify point calculations
Check reward redemptions
Reconcile balances
Clear documentation:
Add comments for manual adjustments
Note reasons for bonus points
Track special circumstances
Document error corrections
Frequently Asked Questions
What's the difference between transaction amount and bonus balance?
Transaction amount automatically calculates points based on spending rules. Bonus balance awards the exact points you specify, independent of calculations.
Can I manually set how many points a transaction earns?
Use bonus balance to specify exact points. Transaction amounts follow your program's automatic rules.
What happens to points when a customer redeems a reward?
Only the points required for that reward are deducted. All other points remain available for future redemptions.
Can customers redeem multiple rewards at once?
Yes, if they have sufficient points, they can redeem multiple rewards in a single transaction.
How do I handle a situation where a customer returns a purchased item?
Subtract the transaction amount using the minus button. The system will deduct the corresponding points that were earned.
Can I manually override the points earned from a purchase?
Yes, use bonus balance to add or subtract specific point amounts, overriding automatic calculations.
Do points expire?
This depends on your card settings. Check your card configuration for point lifetime rules.
Can customers see their transaction history?
Customers see their current balance and available rewards on their card. Detailed transaction history is visible in your admin panel.
What if I accidentally entered the wrong amount?
Use the minus button to subtract the incorrect amount, then use the plus button to add the correct amount. Add comments explaining the correction.
How many rewards can a customer have available at once?
There's no limit. Customers can have multiple rewards available simultaneously based on their points balance.