Help CenterManually Enroll a Customer in the Loyalty Program and Update Points
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Manually Enroll a Customer in the Loyalty Program and Update Points
Objective
This SOP explains how to manually add a customer to the loyalty program by applying the correct tag, refreshing their profile, and updating their points as needed. Use this process when a customer is not earning points or is not recognized as an active loyalty member.
Key Steps
1. Search for the Customer Profile 0:18
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Locate the customer by searching their full phone number and email combination.
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Open the customer’s profile once the correct contact appears.
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Confirm you are working on the correct customer before making any changes.
2. Check Whether the Loyalty Member Tag Exists 0:33
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Review the customer profile for existing tags.
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If the Loyalty Member tag is missing, the customer is not currently registered in the loyalty program.
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Use this check to confirm whether manual enrollment is needed.
3. Add the Loyalty Member Tag 0:33
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Select Add to create a new tag.
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Search for the tag Loyalty Member.
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Select Loyalty Member from the results.
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Save the change to enroll the customer into the loyalty program.
4. Refresh the Customer Profile 0:43
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After saving the tag, refresh the profile by dragging down from the top of the screen.
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Confirm the profile reloads so the updated loyalty status appears correctly.
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Verify the customer is now recognized as a loyalty member.
5. Update Loyalty Points in the Notes Section 0:55
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Open the Notes section of the customer profile.
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Tap the option to see and adjust points.
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Update the points to the correct amount based on the customer’s situation and approved resolution.
Cautionary Notes
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Only add the Loyalty Member tag if the customer is confirmed to be missing from the loyalty program.
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Make sure the customer is identified using the correct phone number and email to avoid editing the wrong profile.
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Save the tag before refreshing; otherwise, the enrollment may not apply.
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Adjust points only according to company policy or approved customer service resolution.
Tips for Efficiency
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Search using both phone number and email to reduce the chance of selecting the wrong contact.
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After adding the tag, refresh immediately to confirm the change took effect.
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Keep the Notes section handy so points can be updated right after enrollment.
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Use a consistent process every time to avoid missed steps or duplicate work.