Docs/Merchants/Members & Segments
Adjust a member's balance
Sometimes a member deserves points they did not get, or holds points they should not have. From the member's profile you can credit or debit any of their store credit balances in a few clicks. Every adjustment lands in the member's transaction history, so you can always see who changed what, and why.
Open the Edit balance dialog
- In the Toki app, click Members in the left navigation.
- Click the member's row to open their profile. See Members directory if you need to search or filter.
- On the Store Credit card, click the pencil icon. The Edit balance dialog opens.
If you run more than one store credit, the card is called Store Credits and lists each balance on its own line.
Credit or debit points
- Under Adjustment, choose Credit to add points or Debit to take points away.
- In Points, pick the store credit balance you want to change. If you run more than one store credit, make sure the right one is selected.
- In Amount, enter the number of points. Next to the field, Toki shows what that amount is worth in your store currency, based on that store credit's conversion rate.
- In Description, say why you are making the change, for example "Order #1042 points not awarded". This is optional. If you leave it blank, Toki fills in a default description.
- Click Apply.
Toki confirms with Store credit updated. The Store Credit card shows the new balance right away, and the adjustment appears in Recent transactions on the member's Loyalty tab.
The amount must be a number greater than 0. If it is not, the dialog shows Amount must be a valid number greater than 0 and nothing changes.
To adjust many members at once instead, use Bulk operations on the Members page. See Members directory.
Control how the adjustment counts toward tiers
Two checkboxes decide whether the adjustment affects the member's progress toward tiers and segments. Each one appears only for the matching adjustment type.
| Option | Shows when | What it does |
|---|---|---|
| As penalty | Debit is selected | A regular debit works like a purchase: the balance goes down, but the member's total earned credits stay the same, so tier progress is untouched. Check As penalty when the debit should also lower that total, for example when you take back points that were awarded by mistake. Tiers and segments that use the Cumulative store credit condition see the lower total. |
| Non-Tier Points | Credit is selected | The member gets points to spend, but the credit is left out of their progress toward any tier that uses the Cumulative store credit condition. Use it for goodwill gestures, such as an apology credit, that should not move the member up a tier. |
See Tier conditions for how the Cumulative store credit condition works.
Debit more than the member holds
If you debit more points than the member has, the dialog shows a Balance will go below zero warning. It spells out the numbers, for example: "Subtracting 500 Points will leave a negative balance of -200 Points (current balance: 300 Points)."
You can still click Apply. The member's balance then shows as a negative number until they earn enough points to bring it back above zero.
Read adjustments in the transaction history
Open the member's Loyalty tab and look at Recent transactions. Each adjustment is one row. The Type column tells you which kind of adjustment it was:
| Adjustment | Type shown |
|---|---|
| Credit | ADDED |
| Credit with Non-Tier Points checked | ADDED (doesn't count toward tier progress) |
| Debit | SPENT |
| Debit with As penalty checked | PENALTY |
Credits show in green and debits in red. The Amount column shows the points and their currency value. The Description column shows the text you entered.
Check when a member's points expire
If a balance has points scheduled to expire, the Store Credit card shows an Expiration line under that balance with the next expiration date and the amount that expires, in points and in your store currency.
Click the date to open Expiration details. It lists every upcoming expiration for that balance with a Date and an Amount. Click Close when you are done.
This is a quick way to answer "why did my points drop?" before you decide whether to credit anything back.