Before you start
Loyalty tools depend on your workspace and permissions. A completed visit is not, by itself, proof that points were awarded.
Review the account and activity
- Confirm the correct business and customer record.
- Check the customer’s loyalty enrollment where shown.
- Review the balance and transaction history for the relevant dates.
- Look for an actual points adjustment rather than inferring one from a visit or note.
If an adjustment is needed
An authorized team member should use the supported loyalty adjustment action and record the reason. Check the activity after saving before repeating the adjustment.
Do not promise automatic points, a redemption threshold, or a reward unless that rule is configured and available in your business’s current program.
If the customer sees a different balance
Check that the customer is signed in to the account connected to the intended customer record. Ask an authorized owner to review invitation and account linkage if the history is missing.