Introduction
Each customer profile brings together the loyalty information and activity available for that customer. You can use it to check a points balance, understand why points changed, review loyalty status, and investigate questions about rewards or orders.
How to Find a Customer
1. In TrustWILL Loyalty Admin, go to Customers.
2. Use Search to find the customer.
3. Search using the customer’s name, phone number, or email.
4. Click the customer’s name to open their profile.
Tip: Customer names are not always unique. Searching by email reduces the risk of opening the wrong customer profile.
Understanding Loyalty Details
The Loyalty details section provides a snapshot of the customer’s current loyalty information. Depending on your program configuration, it may include:
Field | What it tells you |
Loyalty status | Whether the customer is currently treated as a member, guest, or excluded customer. |
Points balance | The customer’s current redeemable loyalty points. |
VIP tier | The customer’s current tier |
Birthday | The birthday date stored for birthday rewards. |
Referral link | The customer’s unique referral URL, when the referral program is enabled. |
Member, Guest, Visitor, and Excluded Statuses
A customer’s status depends on your program participant settings, Shopify customer account experience, and the actions the customer has completed.
• Member: The customer has completed an action that identifies them as a loyalty member and can access the loyalty experience according to your program settings.
• Guest: The customer may be eligible to earn points when All customers is selected, but must become a member before accessing loyalty information or redeeming points.
• Excluded: The customer cannot participate in the loyalty program, although activity may continue to be recorded internally.
For detailed eligibility and membership rules, see Program Participants.
Understanding Customer Activity
The Customer Activity section records loyalty-related events for each customer. Depending on the event, you may see:
Points earned from purchases or other earning actions
Points deducted due to refunds or order cancellations
Manual point adjustments with internal notes
Points adjusted via CSV import
Reward redemptions and issued coupon codes
Referral activities and progress
VIP tier changes
Loyalty email notifications (when the Loyalty Email program is enabled)
Relevant order-related loyalty activity
For the complete order history, refer to Shopify Admin, which serves as the source of truth for all order records.
The TrustWILL Loyalty Customer Activity section is designed to display loyalty events and the order activities that impact your loyalty program, rather than providing a complete order history.
How to Investigate an Unexpected Points Balance
1. Confirm that you opened the correct customer using their email address.
2. Check the current balance in Loyalty details.
3. Review the customer’s points activity in chronological order.
4. Look for refunds, cancellations, redemptions, manual adjustments, or CSV imports.
5. Compare order-related deductions with the corresponding order in Shopify.
Why Can a Customer Have a Negative Points Balance?
A negative balance can occur when points are deducted after the customer has already spent some or all of them. For example, a refunded order may remove points that were previously awarded, or a manual or CSV adjustment may reduce the balance below zero.
If the same order appears to have caused multiple deductions, contact support and provide the customer email address, Shopify order number, and screenshots of the relevant activity entries.
About the “Created at” Date
The Created at date is associated with the customer record displayed in TrustWILL Loyalty.
It should not automatically be treated as the customer’s first order date or the date they first earned points. Use the activity timeline or Shopify customer record when you need the date of a specific action.
Common Questions
Can I manually change a guest into a member?
Membership is normally determined by the customer’s account and loyalty activity rather than a manual status change. Ask the customer to complete the applicable login or membership action for your Shopify customer account experience.
Why does an excluded customer still have activity?
Exclusion prevents the customer from participating in the program, but points activity may continue to be recorded for internal tracking. See How to Exclude Customers.
Where can I adjust the customer’s points?
In Loyalty details, click Edit balance. For more options, see How to Adjust Customer Points Balances.
Why does searching by name show several customers?
Different customers can have the same name. Search using the complete email address to locate the correct profile.