Main Menu: Customers

In the Customers menu item, you manage all participants in your loyalty program. Here you can view customer profiles, analyze point accounts, track orders and credit notes, review point histories, make manual point adjustments, and manage account merge requests.

Customer overview

In the Customer overview, you can find all customers who have registered for your loyalty program. You can define how many customers are displayed per page, navigate between pages, search for specific customers, and sort the table using the respective column headers.

Table 1 explains the individual columns of the customer overview:

Column	Description
ID	Sequential customer ID assigned by Loyalista within your Loyalista account.
Ref. ID	Reference ID of the customer from the system through which the customer registered for your loyalty program, for example the contact ID in PlentyONE.
Name	Shows the customer's name.
Email	Shows the customer's email address.
Integration	Shows which integration was used to transfer the customer to Loyalista.
Loyalty program registration date	Shows when the customer registered for your loyalty program.
Birthday	Shows the customer's date of birth, if available.
Gender	Shows the customer's gender, if it could be determined.
Blocked	Shows whether the customer is currently blocked from redeeming points.
Status	Shows the current customer status, for example Active, Inactive, or Deleted.
Action	The available actions allow you to deactivate or delete the customer, block the customer from redeeming points, or open the customer's point history directly.

Click a customer's name to open the corresponding customer profile.

Customer profile

The Customer profile provides a compact overview of the customer's most important information and point account.

The customer information is displayed on the left-hand side. This includes:

• the customer's name,
• the ID assigned by Loyalista,
• the reference ID from the connected system,
• the current status,
• the email address,
• the loyalty program registration date,
• the birthday, if available,
• the associated integration, and
• the gender, if it could be determined.

The gender is determined automatically based on the salutation in the billing address. As long as no corresponding order exists, this field may remain empty.

The current customer status is displayed directly in the upper section of the profile. Additional customer-related actions are available through the action menu next to the status.

You can also make manual adjustments to the customer's point account using the Add points and Deduct points buttons in the lower section of the customer information.

Several tabs are available in the lower section of the customer profile:

• Orders – shows the orders and credit notes assigned to the customer.
• Point history – shows the chronological history of the customer's point transactions.
• Merge history – shows completed account merges in which this customer account was used as the remaining account.

Point account

On the right-hand side of the customer profile, you can find a graphical overview of the point account. It shows both the total number of points collected so far and how these points are distributed across redemptions, cancellations, current balances, and manual deductions.

The following key figures are displayed:

• Total points collected – total number of points the customer has collected so far.
• Total expired points – points that have already expired based on their configured validity.
• Redeemed points (net) – points actually redeemed by the customer after taking any refunds into account.
• Cancelled points – previously credited points that were later withdrawn, for example due to credit notes or cancellations.
• Total locked points – points that are currently available but whose lock period has not yet expired and therefore cannot yet be redeemed.
• Total redeemable points – points that are currently available for redemption.
• Current point balance – total of the currently locked and redeemable points.
• Manual deductions – points that were manually deducted from the customer's point account.
• Points expiring within the next 30 days – points whose validity expires within the next 30 days.

Orders & credit notes

In the Orders section, you can find all orders and credit notes assigned to the customer as well as the associated point credits and deductions. Table 2 explains the individual columns:

Column	Description
ID	Sequential ID of the order or credit note assigned by Loyalista.
Ref. ID	Reference ID of the order from the system from which it was transferred to Loyalista.
Integration	Shows which integration was used to transfer the order or credit note.
Type	Shows whether the entry is an order or a credit note.
Total amount	Shows the total amount of the order or credit note.
Points for order	Shows the base points awarded for the order.
Points for revenue	Shows the points awarded based on the order value.
Points for category	Shows the total number of extra points awarded based on configured categories.
Item points	Shows the total number of extra points awarded based on configured variations.
Redeemed points	Shows the number of points redeemed for the corresponding order.
Action	Use the button in this column to open the detailed view of the corresponding order or credit note. There you can find the billing and shipping address as well as the individual order items.

Point history

The Point history documents the customer's individual point transactions in chronological order. These include point credits, point redemptions, reversals, and manual adjustments. Table 3 explains the individual columns:

Column	Description
Campaign ID	Shows the internal ID of the point transaction or campaign assigned by Loyalista.
Integration	Shows the integration through which the point transaction was created.
Order ID	Shows the order ID assigned by Loyalista if the point transaction is linked to an order or credit note.
Collected points	Shows the number of points in the corresponding transaction. Depending on the event, points may be credited or deducted.
Available points	Shows how many points from this transaction are currently still available.
Coupon code	Shows the coupon code used by the integration if points were redeemed as part of the transaction.
Locked until	Shows until which point in time the points are locked and cannot yet be redeemed.
Valid until	Shows until which point in time the points remain valid and can be redeemed.
Status	Shows the current status of the point transaction. Active = The transaction is active and is included in point balances. Discarded = The transaction has been discarded and does not affect point balances or statistics.
Created at	Shows the exact time at which the point transaction was created.

When points are redeemed, a coupon code is created first. If it is not used within 15 minutes, the corresponding point transaction is automatically discarded.

Merge history

If the customer account has already been merged with other Loyalista accounts, the Merge history tab is available in the customer profile. The number next to the tab name indicates how many completed merges exist for this customer account.

The merge history only shows successful merges in which the currently opened customer account was used as the remaining account.

Table 4 explains the individual columns:

Column	Description
Merged on	Shows when the merge was completed.
Source account ID	Internal Loyalista ID of the customer account that was merged into the current account.
Historical email	Shows the email address of the merged account that was stored at the time of the merge for later traceability. If this information was removed during a later privacy anonymization or was not yet available for older merges, the field remains empty.
Point balance before merge	Shows the stored point balance of the merged account immediately before the merge.
Net transfer	Shows how many points were effectively transferred to the remaining account as a result of the merge. Any applied bonus adjustments are already included. The value can therefore also be negative.
Transferred point transactions	Shows the number of point transactions transferred from the source account to the remaining account during the merge.
Transferred orders	Shows the number of orders and credit notes transferred from the source account to the remaining account during the merge.
Signup adjustment	Shows the adjustment applied for a duplicate signup bonus during the merge. If no adjustment was applied, the field remains empty.
Birthday adjustment	Shows the adjustment applied for duplicate birthday points during the merge. If no adjustment was applied, the field remains empty.
Merchant note	Shows the internal note entered by the merchant when the merge was performed.
Action	Click Details to open the read-only detailed view of the corresponding merge.

Manual adjustments

You can manually adjust a customer's point account at any time. Use Add points to credit points to the customer and Deduct points to subtract points from the point account.

After selecting the required action, a dialog opens in which you can enter the corresponding information. Table 5 explains the input fields:

Input field	Description
Points	Enter the number of points to be credited to or deducted from the customer.
Locked until	Enter the date until which credited points should remain locked. The current time is added automatically. If you leave the field empty, the points have no lock period.
Valid until	Enter the date until which the credited points should remain valid. The current time is added automatically. If you leave the field empty, the points have no expiration date.

Merge requests

If a customer has multiple user accounts and therefore multiple point accounts in Loyalista, an account merge request can be submitted. Whenever a new merge request is received, Loyalista automatically notifies you.

Under Customers → Merge requests, you can find an overview of pending, merged, and rejected requests. Table 6 explains the individual columns:

Column	Description
ID	Sequential ID of the merge request assigned by Loyalista.
Request date	Shows when the merge request was submitted.
Request by	Shows the customer account that submitted the request. This account remains in place after a successful merge.
Request for	Shows the customer account that is to be merged into the requesting account. After a successful merge, this account is anonymized. For completed merges, the email address stored at the time of the merge is displayed for later traceability.
Remarks	Shows an internal merchant note stored with the request or entered while processing it.
Status	Shows the current processing status of the request. Pending = The request has not yet been completed. Merged = The two accounts were successfully merged. Rejected = The request was rejected.
Completed on	Shows when the request was merged or rejected. The field remains empty for pending requests.
Action	For pending requests, click Review to open the detailed view or Reject to reject the request directly. Requests that have already been processed can still be opened using Details.

Reviewing a merge request

Click Review to open the detailed view of a pending merge request. Opening this view does not perform the merge.

The two customer accounts involved are compared in the upper section:

• Remaining account (Account A) – the customer account that remains after the merge.
• Account to be merged & anonymized (Account B) – the customer account whose historical data is transferred to Account A and which is anonymized afterwards.

The following information is displayed for both accounts:

• name and email address,
• internal customer ID,
• currently immediately available points,
• locked points,
• total point balance,
• number of orders,
• number of point transactions, and
• the billing address of the most recent order, if a corresponding order exists.

For customer accounts that are still active, click Open customer profile to open the corresponding profile directly.

Previous merges

If the remaining account has already absorbed other Loyalista accounts in the past, an overview of the previous completed merges is displayed above the account comparison.

This overview includes, among other things:

• the date of the previous merge,
• the ID of the account merged at that time,
• its point balance before the merge,
• the actual net transfer,
• the number of transferred point transactions,
• the number of transferred orders, and
• any merchant note that was entered.

Impact of the merge

In the Impact of the merge section, you can see which data will be transferred from Account B to Account A before confirming the merge.

This includes in particular:

• the currently available points of Account B,
• the currently locked points of Account B,
• the orders and credit notes to be transferred, and
• the point transactions to be transferred.

The historical orders and point transactions are assigned to the remaining account. Loyalista internally retains the information about which customer account the respective historical records originally came from. This allows later reversals, credit notes, and other follow-up processes to continue to be processed and traced correctly.

Duplicate signup bonus

Loyalista checks whether both customer accounts received a signup bonus in the past. The actual historical point transactions of both accounts are evaluated for this purpose.

If both accounts received a signup bonus, Loyalista displays:

• the signup points historically awarded to Account A,
• the signup points historically awarded to Account B, and
• the number of points identified as a duplicate bonus.

Use the option Adjust duplicate signup bonus during merge to decide whether the detected duplicate points should be deducted as part of the merge.

The duplicate signup bonus is limited to the lower of the two historically awarded bonus amounts.

If no duplicate is detected, this is indicated accordingly and no adjustment option is available.

Birthday bonus

Loyalista also checks whether both customer accounts received birthday points in the same calendar years.

The check is carried out separately for each calendar year. If both accounts received birthday points in the same year, the duplicate portion can be adjusted as part of the merge. For each calendar year, the adjustment is limited to the lower of the two awarded amounts.

If birthday points were only awarded to one of the two accounts or were awarded in different calendar years, no duplicate results from this.

If no duplicate is detected, Loyalista displays the message No duplicate birthday points detected.

Coverage of bonus adjustments

If the immediately available points of both accounts are not sufficient to fully cover the selected bonus adjustments, the merge cannot be performed with the selected settings.

Merge result

In the Merge result section, Loyalista shows the effect of the currently selected settings. The calculation is updated automatically when you enable or disable one of the available bonus adjustments.

The overview is divided into several sections:

• Before the merge – shows the immediately available and locked points of Account A and Account B.
• Adjustments – shows the selected signup adjustment, birthday adjustment, and total bonus adjustment.
• Effect – shows the actual net transfer from Account B.
• After the merge (remaining account) – shows the immediately available points, locked points, and total point balance Account A would have after a successful merge.

The net transfer is the point balance of Account B minus the selected bonus adjustments.

Internal note

Before completing the merge, you can optionally enter an internal note for the merge.

The note is stored in the merge history and can later be viewed together with the other merge information.

Completing the merge

Click Merge accounts to start the completion of the process. Loyalista displays a confirmation dialog before the merge is performed.

After successful confirmation:

• the point transactions of Account B are assigned to Account A,
• the orders and credit notes of Account B are assigned to Account A,
• selected bonus adjustments are applied,
• the original source of the transferred historical records is stored internally, and
• Account B is anonymized and deactivated afterwards.

Locked points of Account B retain their existing lock period and are transferred to Account A together with the other point data.

Rejecting a merge request

If you do not want to perform a pending merge request, you can complete it using Reject. The action is available both in the merge request overview and in the detailed view of a pending request.

You must confirm the action before the request is rejected. You can optionally add an internal note.

Rejecting a request does not:

• change any customer accounts,
• transfer or deduct any points,
• move any point transactions,
• move any orders or credit notes, or
• anonymize any customer data.

The request then receives the status Rejected and remains available in the overview for later traceability.

After a request has been rejected, a new merge request can be submitted again between the same two customer accounts.

Viewing completed merges

Successfully completed merges are not removed from Loyalista. They remain available as historical records and can still be opened using Details.

The detailed view is read-only for completed or rejected requests. The completed request cannot be merged again, rejected again, or modified from this view.

For a completed merge, Loyalista shows the values stored at the time of the merge, including:

• the original point balance of Account B,
• the net transfer,
• the number of transferred point transactions,
• the number of transferred orders,
• signup and birthday bonus adjustments,
• the merge date, and
• any merchant note that was entered.

In addition, Loyalista can use the internally stored source information to show how many currently existing point transactions and orders originally came from the merged account.

Historical email address of the merged account

Because Account B is anonymized after a successful merge, the original customer profile can no longer be opened afterwards.

For traceability, Loyalista therefore stores the email address of Account B in the merge record. In the overview of completed merges, this email address is displayed as plain text and is not linked to a customer profile.

Deleting and merging customers

Deleting a customer and merging two customer accounts serve different purposes and are processed differently by Loyalista.

Deleting customers

When a customer is deleted normally, the connection between the customer account in the connected shop system and the Loyalista customer account is removed. Personal data such as the customer's name, email address, and other personal information is anonymized.

Personal information that may still be contained in the customer's merge history is also removed as part of this complete privacy anonymization.

Technical point, order, and merge-related data may remain available for statistical evaluation and for tracing previously completed processes.

A fully deleted customer account can no longer be viewed in the regular customer profile.

Merging customer accounts

When customer accounts are merged, the historical orders, credit notes, and point transactions of the account being merged are transferred to the remaining account.

Loyalista internally retains the information about which customer account the historical records originally came from. This is particularly important for later returns, credit notes, refunds, and other follow-up processes.

The current point balance of the remaining account is calculated from the existing points of both accounts, taking into account any selected signup or birthday bonus adjustments.

Locked points are transferred in full and retain their existing lock period. However, they cannot be used to cover a bonus adjustment.

After the transfer has been completed successfully, Account B is anonymized and deactivated. The actual customer record then no longer contains usable personal customer data.

The email address of the merged account that is stored for traceability remains available only in the merge history. If the customer is later fully anonymized for privacy reasons, this information is also removed.