Introduction
There may be times when you need to manually adjust your customers' loyalty balance. Whether you're rewarding them with additional points or store credit, or need to make corrections to their balance, Rivo makes it easy to adjust their points or store credit in just a few steps.
Individual adjustment
From the Dashboard, go to Customers.
Click on the account that you want to adjust.
Under the Loyalty section, click Edit balance.
Enter the amount you wish to adjust. This could be points or store credit depending on your loyalty program settings.
If you intend to deduct from the customer's balance, enter a negative number.
Optional: Enter a reason for the adjustment. This will only be seen by you.
Leave a comment that will be visible to the customer. You can use the default comment or create your own by choosing Custom comment.
Once you are satisfied with your settings, click Adjust Balance.
The updated balance will be immediately visible in the customer's account.
Note: a customer's balance can not be edited when they are excluded. To edit their balance you'll need to un-exclude them first.
Bulk balance update
This powerful feature allows you to adjust multiple customers' balances at once. It's perfect for special promotions, loyalty milestones, or making corrections to multiple accounts simultaneously.
From the dashboard, go to Customers
Select the customers whose balances you wish to update. You can use filters and sorting to find specific groups of customers.
To select individual customers, check the box next to their name.
To select all customers currently displayed on the page, check the box in the header row.
To select all customers in your store (across all pages), check the header box and then click Select all X customers in your store.
Select More actions and click Bulk update balance.
Enter the amount you'd like to adjust by. The adjustment will be applied to all selected customers.
Optional: Leave an internal note for yourself and/or a customer-facing comment.
Click Adjust Balance. For a large number of customers, please allow some time for all balances to update.
Through CSV import
Use the CSV import option when you need to adjust balances for many customers at once. This method is especially useful for special promotions or when migrating from another loyalty system.
From the Customers page, click Adjust Total Balance.
In the modal that appears, select the Import Type:
Add to existing customer balances: This will add the specified amount to each customer's current balance.
Reset existing customer balances: This will replace each customer's current balance with the new value specified in the CSV.
Click the CSV Template link to download a template, or create your own CSV file with the following columns:
email: The customer's email address (required)
points: The points value to add or set (required)
Click Choose file and upload your completed CSV file.
Optional: Enter a reason for the adjustment. This will only be seen by you.
Leave a comment that will be visible to the customer. You can use the default comment or create your own by choosing Custom comment.
Once you are satisfied with your settings, click Import.
The system will process your file and update customer balances accordingly. For large files, this may take a few minutes to complete.
📝 Please ensure that all email addresses are lowercase in your CSV file.
Common questions
Is it also possible to import the points that my customers have from another app?
Yes! Please follow the instructions from our guide Using a CSV file to import loyalty data.
Can the app automatically adjust points on canceled/refunded orders?
Yes. Please find out more about it on Automatically adjust points on refunded or cancelled orders.
Is the app compatible with Shopify POS?
Yes, it is! You can reward customers with points and let them use those points both online and at your brick-and-mortar locations. Check out our doc Earn and spend points in-store using Shopify POS.
Can I adjust store credit balances the same way as points?
Yes! The process for adjusting store credit is identical to adjusting points. Your loyalty program settings determine whether you're working with points or store credit, but the adjustment process works the same way for both.
What happens if I need to adjust balances for customers who don't exist yet?
When using CSV imports, the system will only adjust balances for existing customers. New email addresses in your CSV won't be added as customers. To add new customers with an initial balance, first import your customers and then adjust their balances.