Most loyalty activity comes from members claiming opportunities and redeeming rewards in the app. But sometimes admins need to step in directly to fix a discrepancy, comp a reward, or grant points for an off-app activity.
The membership details page has a Loyalty section with the membership’s current point balance and adjustment controls.
Adding or removing points
Click the adjust points action on the membership’s loyalty section. You can:
Add points - useful when a member earned points off-app (a paper survey, a partner promotion) or to compensate them for any reason.
Remove points - useful when correcting an error or revoking points after a refund.
The membership’s balance updates immediately. The event appears in their points history and in the org-wide history view.
Claiming a reward on a member’s behalf
Use this when you want to provide a reward to a member:
Open the membership.
In the Loyalty section, choose the reward to grant.
Indicate whether or not to mark the reward as redeemed and whether or not to deduct points.
Confirm.
The reward redemption appears on the member’s history alongside in-app redemptions.
Deleting a points event
In rare cases (typo, double-counted earn) you can delete a points event from the member’s history. The deletion preserves the audit trail - the underlying event record is removed but the deletion itself is logged. Use sparingly; for most corrections, an offsetting adjustment is cleaner because it preserves both the original event and the correction.
Bulk adjustments
To award points or rewards to many members at once, the recommended pattern is to use a campaign.