Manually adjusting a customer’s points balance allows you to either add or remove points from an individual customer’s loyalty account.
✅ Tip: Smile automatically adjusts a customer’s points balance when an order is refunded. To learn more, read our article on configuring points cancellations for refunds.
Manually adjust a customer's points balance
Manual adjustments are visible to the customer in their Smile panel. They will see their updated points balance, along with the addition or removal of points in their points history.
Manual adjustments do not trigger an email notification to the customer. If you’d like to notify the customer, you’ll need to do so outside of Smile.
To manually adjust a points balance:
In Smile Admin, navigate to Customers.
Search for the customer you want to adjust.
Select the customer.
In the Points card on the customer profile, click Adjust balance.
Input the points to be added or subtracted. If you want to remove points, enter a negative number (e.g., -10).
Add a Reason for adjustment. This is an internal note for your records.
Select Custom description to add a customer facing note for the adjustment or leave the Default description selected. This note is visible to the customer in the Smile panel.
Click Adjust points.
ℹ️ Note: Adjusting a customer’s points balance can also affect their VIP tier when your VIP program uses points earned as the milestone type. If an adjustment increases their total points earned enough for them to enter a new VIP tier, they will receive that tier’s entry reward. Negative adjustments that reduce a customer’s total points earned and cause them to fall out of a VIP tier will not revoke any rewards they have already earned.
✅ Tip: To adjust the points balances for multiple customers at once, review our guide on importing points using a CSV file.