Transferring Customers with Reward Balances
Overview
When migrating from another loyalty system, you can preserve your customers' existing rewards by importing them with their balances intact. This ensures a smooth transition with no disruption to customer loyalty—customers keep everything they've earned and can continue where they left off.
What you can transfer:
Stamp card balances (stamps earned)
Gift card balances (monetary value)
Cashback card balances (bonus points)
Reward card balances (points earned)
Discount card progress (spending totals)
Customer information and contact details
Benefits:
Zero reward loss for customers
Maintains customer trust
Seamless system transition
Immediate card installation with existing balances
No manual balance adjustments needed
Before you begin
What you'll need
Customer data from your previous system:
Customer names
Contact information (phone/email)
Current reward balances
Any custom fields
Import template downloaded:
Available in the Customers section
CSV format
Pre-formatted with required columns
Card template selected:
Choose which loyalty card to issue during import
Configure card settings before importing
General import guidelines
File preparation:
Use the provided CSV template (don't modify column structure)
Leave blank fields empty (don't use "N/A" or placeholders)
Maximum 20,000 customers per file
Save as CSV format (not Excel .xlsx)
Balance column usage:
Enter rewards from previous system
Format depends on card type (see specific instructions below)
Numbers only (no currency symbols)
Leave blank if starting from zero
Importing by card type
Stamp cards
Stamp cards reward customers with stamps for purchases or visits. Transfer existing stamp counts so customers don't start from zero.
What to enter in Balance column: Number of stamps the customer has already earned.
Example:
Customer has 8 out of 10 stamps in old system
Enter:
8in Balance columnResult: Customer sees 8 stamps immediately upon card installation
Step-by-step process:
Download import template
Navigate to Customers section
Click Import
Download CSV template
Select card template
Choose your Stamp Card template
This card will be issued to all imported customers
Fill in customer details
Name (first and last)
Contact information (phone and/or email)
Date of birth (optional)
Balance: Number of stamps (e.g., 2, 5, 8)
Upload file
Return to Import section
Select your completed CSV file
Choose the stamp card template
Click Import
Verify import
Check customer profiles in Customer Base
Verify stamp balance appears correctly
Customer will see stamps immediately on card installation
Important: Customers will see their transferred stamps right away when they install the card—no waiting or manual adjustments needed.
Gift cards
Gift cards have a monetary or points balance that customers can spend on services. Transfer existing balances so customers can use their remaining value immediately.
What to enter in Balance column: Monetary value or points remaining on the gift card.
Example:
Customer has $15 remaining on old gift card
Enter:
15in Balance columnResult: Customer sees $15 available balance upon card installation
Step-by-step process:
Download import template
Navigate to Customers section
Click Import
Download CSV template
Select card template
Choose your Gift Card template
Configure card settings if not already done
Fill in customer details
Name (first and last)
Contact information (phone and/or email)
Date of birth (optional)
Balance: Amount customer can spend (e.g., 15, 50, 100)
Upload file
Return to Import section
Select your completed CSV file
Choose the gift card template
Click Import
Verify import
Check customer profiles
Verify gift card balance is correct
Balance represents spendable amount for services/products
Customer experience: When customers install the card, they immediately see their available balance and can use it for purchases at your business.
Cashback cards
Cashback cards award bonus points that customers can use for purchases. Transfer existing points so customers retain their accumulated cashback.
What to enter in Balance column: Number of cashback points (bonus points) the customer has earned.
Example:
Customer has 150 cashback points in old system
Enter:
150in Balance columnResult: Customer sees 150 points available upon card installation
Step-by-step process:
Download import template
Navigate to Customers section
Click Import
Download CSV template
Select card template
Choose your Cashback Card template
Ensure tier structure is configured
Fill in customer details
Name (first and last)
Contact information (phone and/or email)
Date of birth (optional)
Balance: Number of bonus points (e.g., 15, 150, 500)
Upload file
Return to Import section
Select your completed CSV file
Choose the cashback card template
Click Import
Verify import
Check customer profiles
Verify cashback point balance
Points represent bonus funds for purchases
Customer experience: Customers can immediately use their cashback points when they install the card and make purchases at your business.
Reward cards
Reward cards accumulate points that customers redeem for various rewards. Transfer existing point balances to preserve customer progress.
What to enter in Balance column: Number of reward points the customer has accumulated.
Example:
Customer has 1,250 points in old system
Enter:
1250in Balance columnResult: Customer sees 1,250 points and can redeem available rewards
Step-by-step process:
Download import template
Navigate to Customers section
Click Import
Download CSV template
Select card template
Choose your Reward Card template
Ensure reward levels are configured
Fill in customer details
Name (first and last)
Contact information (phone and/or email)
Date of birth (optional)
Balance: Number of points (e.g., 500, 1250, 3000)
Upload file
Return to Import section
Select your completed CSV file
Choose the reward card template
Click Import
Verify import
Check customer profiles
Verify point balance is correct
Available rewards display based on point total
Customer experience: Customers can immediately see which rewards they can redeem based on their transferred point balance.
Discount cards
Discount cards provide progressive discounts based on total spending. Transfer spending totals so customers maintain their tier status.
What to enter in Balance column: Total qualifying spend (NOT points or discount percentage)—the cumulative amount the customer has spent that determines their tier.
Example:
Customer has spent $3,500 total in old system
Silver tier starts at $3,000 (10% discount)
Enter:
3500in Balance columnResult: Customer is automatically placed in Silver tier with 10% discount
How tier assignment works: The system uses the spend amount to assign the appropriate discount tier based on your configured thresholds:
If your tiers are: Bronze ($0-$999), Silver ($1,000-$2,999), Gold ($3,000+)
Customer with $3,500 spend → automatically assigned to Gold tier
Step-by-step process:
Download import template
Navigate to Customers section
Click Import
Download CSV template
Select card template
Choose your Discount Card template
Verify tier structure is configured correctly
Fill in customer details
Name (first and last)
Contact information (phone and/or email)
Date of birth (optional)
Balance: Total spend amount (e.g., 1500, 3500, 7000)
Upload file
Return to Import section
Select your completed CSV file
Choose the discount card template
Click Import
Verify import
Check customer profiles
Verify customer is assigned to correct tier
Discount percentage matches their spending level
Important: Enter the total spend amount, not the discount percentage. The system automatically assigns the correct tier and discount based on your configured thresholds.
Placing customers on specific tiers: If you want to place a customer directly on a specific tier:
Find the minimum spend for that tier (e.g., Gold tier starts at $3,000)
Enter that amount or higher in Balance column
Customer will be assigned to that tier automatically
Membership cards
Membership cards provide tiered access and benefits. Importing with balances has specific considerations.
Balance recommendations: We recommend leaving the Balance column blank for membership cards.
Why?
Customers are automatically placed on the first tier upon import
The balance on the first tier becomes the customer's starting balance
This cannot be overridden by entering a different value in the CSV
What happens during import:
Customer receives membership card
Automatically assigned to first/lowest tier
Inherits that tier's limits and benefits
Can be manually upgraded after import if needed
Step-by-step process:
Download import template
Navigate to Customers section
Click Import
Download CSV template
Select card template
Choose your Membership Card template
Verify tier structure is configured
Fill in customer details
Name (first and last)
Contact information (phone and/or email)
Date of birth (optional)
Balance: Leave blank
Upload file
Return to Import section
Select your completed CSV file
Choose the membership card template
Click Import
Adjust tiers after import (if needed)
Navigate to customer profiles
Manually upgrade customers to appropriate tiers
See Managing Membership Card Customer Profiles for tier changes
For Membership v1 (free memberships): No tiers or limits exist, so Balance column is not applicable.
Coupon cards
Coupon cards are designed for customer acquisition, not for managing existing customers with balances.
Recommended approach: Do not import existing customers for coupon cards.
Why?
Coupons are typically distributed to attract new customers
The main purpose is new customer acquisition, not reward preservation
Coupon value is predetermined by card settings, not individual balances
Importing existing customers doesn't add value
If you still want to import:
The customer's coupon value is predetermined by the "Reward for first visit" field in your card settings and cannot be altered by entering a different amount in the CSV Balance column.
Process:
Download import template
Fill in customer details
Leave Balance column blank
Upload file and select coupon card template
Click Import
Better alternatives for existing customers:
Issue stamp cards, reward cards, or membership cards instead
Use coupons for new customer acquisition campaigns
Save coupon cards for promotional distribution
Multipass cards
Multipass cards allow customers to pre-purchase multiple visits. Balance importing is not currently supported.
Current limitation: You cannot import multipass cards with existing visit balances.
How to add visits: Visits can only be added through:
Manual addition: In the customer's profile
Scanner: Recording visits when card is scanned
Workaround for migration:
Import customers without balance
Manually add visit balances in each customer profile
Or: Record visits through scanner as they use services
For large-scale migrations: This manual process may be time-consuming for many customers. Consider:
Importing customers first
Adding visits to high-value customers manually
Recording visits naturally as customers use services
Offering promotional visits to compensate for migration
After importing
Verification checklist
Check customer profiles:
[ ] All customers appear in Customer Base
[ ] Contact information is correct
[ ] Balances transferred correctly
[ ] Card templates assigned properly
[ ] Tier assignments accurate (discount/membership cards)
Test with a sample customer:
[ ] Send installation link
[ ] Have someone install the card
[ ] Verify balance appears on card
[ ] Confirm rewards/tier show correctly
Communication with customers
Send installation instructions:
Use bulk SMS or email from the system
Include personalized installation link
Explain the new loyalty system
Highlight that their rewards were preserved
Provide support contact for questions
Sample message template:
Great news! We've upgraded our loyalty program. Your rewards have been preserved - you still have [X stamps/points/balance]. Install your new card here: [link]. Questions? Contact us at [support info].
Next steps
For customers:
Send installation links via SMS or email
Provide setup instructions
Confirm balances transferred correctly
Answer questions about new system
For your team:
Export customer list as backup
Train staff on new system
Monitor for import issues
Adjust balances if needed
Update marketing materials
Troubleshooting
Balance didn't transfer correctly
Issue: Customer balance shows zero or incorrect amount after import.
Solutions:
Verify Balance column was filled correctly in CSV
Check number format (no currency symbols, letters, or special characters)
Ensure card type matches the balance type (points for points cards, etc.)
Manually adjust balance in customer profile
Re-import if many customers affected
Customer assigned to wrong tier
Issue: Discount or membership customer in incorrect tier.
For discount cards:
Verify spend amount in Balance column
Check tier thresholds in card configuration
Manually adjust tier in customer profile
Ensure spend amount meets tier minimum
For membership cards:
All imports start at first tier by default
Manually upgrade to appropriate tier
Use bulk actions for multiple customers
Import file rejected
Issue: System won't accept import file.
Solutions:
Verify file is CSV format (not .xlsx)
Check file doesn't exceed 20,000 customers
Ensure all required columns present
Remove any added columns
Verify no special characters in data
Check file isn't corrupted
Customers can't see their balance
Issue: Customer installed card but balance doesn't appear.
Solutions:
Verify balance imported correctly in their profile
Check customer installed correct card
Have customer reinstall card using fresh link
Verify card template selected during import
Check card isn't expired
Best practices
Before importing
Plan your migration:
Test import with 5-10 customers first
Verify all card configurations before importing
Clean your data (remove duplicates, standardize formats)
Document current balances from old system
Prepare customer communication
Data preparation:
Export clean data from old system
Match balance formats to new system requirements
Standardize phone and email formats
Remove invalid or inactive customers
Back up original data
During importing
Import in batches:
Start with small test batch (10-20 customers)
Verify results before proceeding
Import in manageable chunks (1,000-5,000 at a time)
Monitor for errors after each batch
Take breaks between large batches
Quality control:
Check sample profiles after each batch
Verify balance calculations
Test card installation with sample customers
Document any issues immediately
Adjust remaining batches based on learnings
After importing
Customer support:
Prepare FAQ for customers
Train support team on new system
Monitor for customer questions
Have troubleshooting process ready
Offer migration assistance
System optimization:
Export updated customer list
Verify all data integrity
Set up regular backups
Monitor system performance
Gather customer feedback
Frequently asked questions
Will customers lose their rewards during migration? No, when you use the Balance column correctly, all rewards transfer to the new system. Customers see their full balance upon card installation.
Can I import balances after customers are already in the system? Balances should be imported during initial customer import. To add balances later, manually adjust each customer profile.
What if customers had rewards in multiple programs? Import separately for each card type. Customers can have multiple cards with different balances.
Do I need to notify customers before migrating? Yes, inform customers about the system change, explain they'll keep their rewards, and provide installation instructions.
Can I test the import without affecting live data? Yes, import a small test batch (5-10 customers) first, verify results, then proceed with full import.
What happens if I enter the wrong balance? You can manually correct balances in each customer's profile after import, or re-import the customer with correct data.
Will this work for customers from any loyalty system? Yes, as long as you can export customer data and balances from your old system, you can import them here with rewards preserved.
How long does the import process take? Small batches (under 1,000) complete in minutes. Larger imports may take 15-30 minutes. Process time varies by file size.
Can customers use their rewards immediately after installation? Yes, balances are available as soon as the card is installed. Customers can redeem rewards or use balances right away.
What if some customers don't want to switch to the new system? Import everyone first. Those who don't install cards simply remain as customer records. You can delete inactive profiles later if needed.