1. Overview

2. Reaching "Customer Balances" page 

1. Log into Control Center 
   
2. Select Loyalty 
   
3. Select Customer
   
4. Select Customer Balances
   

1. Balance Type – All balance types will appear in the drop-down menu.  
   
2. Customer Email – It displays the registered email address of the customer. 
   
3. First Name & Last Name – First and last name of the customer. 
   
4. Balance – Displays the current balance of the customer. 
   
5. Employee – A drop-down menu with Yes/No options to indicate whether the customer is a Loyal-n-Save employee.
   
6. Created – Date when the balance was created. 
   
7. Updated – Date when the balance was updated.  
   
8. Actions –  Displays three option buttons: 
   

2.1 Merge Balance Type 

This button allows the admin to merge two different balance types into one. When a campaign becomes inactive or expires, customers will no longer be able to earn or redeem tokens for it. If a balance type is decommissioned, it can be merged with the default balance. 

                                                                                                      Figure 1.3

                                                                                                      Figure 1.4

1. Allow Multiple: It allows adding multiple balances from the customer’s account. 
   
2. Source Type: Source type of the balance from which the balance would be deducted. 
   
3. Destination Type: Destination type of the balance to which the balance would be added. 
   
4. Delete Balance from Source: After the balance gets added to the destination type, the balance from the source would be deleted and would become 0.
   
5. Once you fill in required details, click on "Save" to merge the balance in the customer’s account. 
   

2.2 Adding Balance to New Customer

1. Click on the "Add New" button to add balance to the new customer’s account. (Customers who have yet to earn tokens.) 
   

                                                                                                                                                                  Figure 1.5

1. On clicking on the "Add New" button, you will see the screen below: 
   

                                                                                                           Figure 1.6

1. Select the customer's name to which you want to add the customer balance.
   
2. After you have entered the customer’s name, click on the "Search" button, and your customer details will be displayed.
   

                                                                                                                              Figure 1.7

                                                                                                Figure 1.8

1. Once the result gets displayed, click on the "Apply" button.    
   

                                                                                                Figure 1.9

1. When you click on "Apply," you will see the customer's name along with two fields: Balance Type and Balance.

1. In the Balance Type field, you will get options in the drop-down. 
   
2. Select any balance type.  
   
3. Additional token buckets (balance types) can be created in Control Center. 

1. Enter the token amount. For example: 1000 (in this case) 
2. Click on "Save & Close" to successfully add the amount to the customer’s balance. 

2.3 Select Another Balance Type 

1. Select another balance type: For example, Winston.
   
2. Enter the balance amount. 
   
3. Click on the "Save & New" button to successfully add the entered amount to the customer’s balance. 
   
4. When you click on the "Save" button, then you will be redirected to another screen as shown in Figure 2.4.

                                                                                                                        Figure 2.3

2.4 Modify Balance 

This refers to updating the number of tokens in a customer's account. This feature is used to correct errors, add credit tokens, or reflect the total available tokens. A customer's balance may be adjusted due to refunds, rewards, deductions, or corrections, ensuring an accurate token balance is displayed in their account.

Use the column filters to search for the customer.

                                                                                                                                                            Figure 3.0

1. Click the Modify icon under Actions to adjust the customer balance.
   

            Figure 3.1

1. 1. Modify Balance – Modify the customer’s balance by adding or removing tokens.  
   
2. 2. Balance History – The number denoted here is the combined total of the customer’s balance history. 
   
3. 3. Remove Item – Remove balance from the customer’s account. 

                                                                                                                                                                                                                                                                                                         Figure 3.2

1. Manual Change: If you choose "Manual Change," the specified amount will be added to the customer’s account. Manual Change is a classification for when maybe system had a problem, etc.
2. Flagged Deduction: If you select "Flagged Deduction," the entered amount will be deducted from the customer’s account. Flagged deduction is for marking something as if someone's points are being removed due to violations or abuse.
3. Enter Change Notes: Provide a brief description of the change.
   
4. Click on the "Save" button to save the details and exit.
   

Bulk Add Tokens

1. To add token balance to multiple customers, click on "Bulk Add Tokens."
   

                                                                                                                         Figure 3.3

1. On the Bulk Add Tokens page, you can filter the customers based on Genders and Balance Type. 
   

                                                                                                                                          Figure 3.4

1. Once you select the filters of your choice, the list of customers will be displayed based on applied filters. 
2. To select All Customers in the list, click on the top-left checkbox in the grid. 
   

                                                                                                                                                   Figure 3.5

1. Once you select the checkbox, a popup will be displayed with the following options:
1. Select All Pages: Selects all customers across all pages.
2. Select Current Page: Selects only the customers visible on the current page.
   

                                                                                                                                                 Figure 3.6

1. Enter the amount of balance you wish to add to each selected customer's balance.
2. Click on the "Update Balance For Selected List" button.
3. Once you update, the specified token amount will be appended to each selected customer’s existing token balance.
   

Provision to adjust a customer's token balance to a negative amount

1. Admin Rights Required: Only users with merchant admin rights can perform this action, ensuring controlled access to sensitive token adjustments.
2. Negative Balance Adjustment: Admins can directly set the customer’s token balance to a negative value when necessary.
3. Balance History Update: Once the changes are saved, the balance history is automatically updated to reflect the negative adjustment. This ensures complete transparency and accountability in the customer’s token transaction history.

Why Allow Negative Token Balances?

1. Sometimes, tokens might be awarded incorrectly due to system glitches, manual errors, or misconfigurations.
2. Allowing negative adjustments helps correct such mistakes without completely voiding the transaction.

1. When a customer returns a product or receives a refund, the originally awarded tokens need to be reversed.
2. If the customer has already used those tokens, the balance may need to go negative to accurately reflect the deduction.

1. In cases where fraudulent activity is detected, admins can reduce or even nullify token balances to offset the misuse.

1. Step 1: Choose Loyalty from the admin dashboard.
2. Step 2: Choose Customer.
   
3. Step 3: Choose Customer Balances.
   

1. Step 4: Click on Edit icon to access the Customer Profile 
   

1. Step 5: Navigate to the token balance section.
2. Step 6: Enter the negative token amount to be deducted.
3. Step 7: Enter a reason or note for the adjustment (for transparency).
   

1. Step 8: Save the changes, and the negative balance will immediately reflect in the Balance History.