> For the complete documentation index, see [llms.txt](https://docs.pakk.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.pakk.io/customers-and-sales/loyalty-program/administer-your-loyalty-program.md).

# Administer your Loyalty Program

Once your program is up and running, there are several points to take into consideration when administering the scheme from day to day.

#### Customer Balances <a href="#customer-balances" id="customer-balances"></a>

You can view customer loyalty point balances broken down per Loyalty Program on their Customer record (Website tab) in the admin panel in both detail and list views. Alternatively, you can consult report CU50 for a full breakdown of customers with outstanding loyalty point balances.

**Manually Adjusting Customer Balances**

* Balances cannot be directly edited. If you need to manually make changes to a customer’s balance, click ‘Adjust Loyalty Balances’ and enter the adjustment you want to make.
* You can remove loyalty points by entering a negative value for the adjustment.
* You can impact ONLY the expiry date, without removing or adding points, by entering a zero-value adjustment with only a date.
* Balance adjustment can be done in bulk (from the list view), making it much easier to port balances over from previous loyalty programs.

#### Balance Expiry <a href="#balance-expiry" id="balance-expiry"></a>

Every night at around midnight, the system 'purges' all expired customer points. This means that on very rare occasions, you might see a very recently expired customer balance that has not yet been 'purged' (but will be purged the following midnight). Customers, however, will neither see this balance, nor be able to spend it on your stores.

When purging expires balances, the system creates an equivalent Journal Entry that 'writes off' the unused points so that your accounting system is fully up to date regarding outstanding points. The 'write off' makes the following adjustments:

* Your points outstanding liability is reduced by the number of written off points
* Your points distributed expense is also reduced by the number of written off points

#### Orders <a href="#orders" id="orders"></a>

* View information relating to loyalty point redemption/accumulation on the Loyalty tab.
* Normally, the loyalty discount doesn’t recalculate when editing and saving an order.
* Tick or untick ‘Use Loyalty Points’ to toggle between using or not using the Customer’s loyalty point balance against the order. Every time you do this, the loyalty discount will be recalculated.
* If you want to manually recalculate the loyalty discount, click the circular icon next to the loyalty discount subtotal in the Totals pane.
* The number of loyalty points that can be used on the order is shown under ‘Loyalty Points to Use’. If ‘Use Loyalty Points’ is ticked, then this is the number of points that will actually be used. If unticked, then this is the number of points available to be used.
* Bear in mind that the maximum number of points that can be used on an order might be less than the customer’s full balance because (a) the order might not be big enough to use up all their points or, (b) if you are editing an existing order, they cannot use points accumulated on THAT order.
* Both ‘Total Earnable Loyalty Points’ and ‘Loyalty Points Earned’ are shown. In the case of a fully paid order, the numbers will be the same. If the order isn’t yet paid, then the earnable points total can be used as a guide to see how many points would be earned if the order was paid.

#### Carts and Estimates <a href="#carts-and-estimates" id="carts-and-estimates"></a>

* Many of the same fields are available on Cart and Estimate records.
* Remember that no points are actually spent or earned on either Cart or Estimate records; the totals are simply there for information purposes. Actual impacting will only happen when the Cart or Estimate is converted to an order.

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