Members
Everyone who has earned points. Members appear here automatically as soon as they earn their first points — there is no way to add someone manually.
| Section | Customer Club |
| Panel route | /admin/loyalty-members |
| Access needed | Loyalty → Member → View list |
Reading the list
| Column | Meaning |
|---|---|
| Member | The customer account |
| Tier | Their current tier, or No tier |
| Balance | Points they can spend right now |
| Lifetime | Every point they have ever earned |
| Joined | When they entered the club |
Balance and Lifetime are different numbers and they answer different questions.
- Balance goes up when they earn and down when they spend or when points expire.
- Lifetime only ever goes up. It decides their tier.
A member with Balance 0 / Lifetime 12000 is a good customer who used their points — not a lapsed one.
Adjusting a member's points
Adjust points opens a short form. Use it for goodwill gestures, corrections, and clawing back points from a cancelled booking.
| Field | Accepts | Notes |
|---|---|---|
| Points | -1000000 to 1000000, not 0 | Positive credits, negative debits |
| Title shown to the member | Required, 255 characters | Appears in their own points history |
| Subtitle shown to the member | Optional, 255 characters | A reference, also visible to them |
Two things to know before you use it:
Title and Subtitle are shown to the customer in their points history. Write Goodwill correction and Ticket #412, not internal shorthand.
A debit that would overdraw the member is refused. You cannot push a balance below zero. If someone has spent points from a booking you are now cancelling, you can only claw back what is left.
A clawback never demotes anyone. A debit moves only the balance; lifetime points only grow. Debiting 5,000 points from a Gold member leaves them Gold.
A credit counts toward lifetime points and moves the member's tier at once. Every adjustment, credit or debit, works their tier out again from their lifetime points. Points you credit by hand are not multiplied by their tier and never expire.
Doing it
- Find the member and open Adjust points. The form shows their current balance.
- Enter the points —
500to credit,-500to debit. - Write a title the member will understand.
- Add a subtitle with your ticket or order reference.
- Apply adjustment.
When to adjust by hand
| Situation | Adjustment |
|---|---|
| Service failure, goodwill gesture | Credit, titled for the customer |
| Booking cancelled after points were awarded | Debit up to the remaining balance |
| A rule was misconfigured and underpaid | Credit the difference |
| Migrating balances from a previous programme | Credit, titled Balance transfer |
When an order is cancelled or refunded, the points it earned are taken back automatically. You do not need to adjust for that.
Always put the order or ticket number in the subtitle. Six months later it is the only way anyone reconstructs why the adjustment happened.
Troubleshooting
The list is empty. Nobody has earned points yet. Check that the club is on in Club Settings and that an active earning rule exists.
Unknown member. The customer account was removed but their points record remains.
My debit was refused. It would have taken the balance below zero. Debit the remaining balance instead.
A member is in the wrong tier. Tiers come from lifetime points, and a member's tier is only worked out again when they earn or spend points through the club or you adjust their points, not when you edit a tier. Check the thresholds in Tiers; the tier catches up at their next earning, spend or adjustment.