Look up a customer and read their loyalty profile
Everything Charm knows about one member sits on their loyalty profile: balance, tier, how they earned it, which rewards they hold, which emails they got. Customers is where you find them — usually because a support ticket just landed.
Find the customer
Section titled “Find the customer”- Go to Customers.
- Type into Search customers — a name, an email address, or a Shopify customer ID. Names are matched through Shopify, so “novakova” finds her even though Charm stores the loyalty record against an ID.
- Narrow the list further if you need to:
- Segment — All customers, ⭐ Champions, ⚠️ At-risk, or 🚩 Watch-list.
- Tier, Status (Active, Excluded, Migrated), and Min / Max balance.
- Sort by Balance, Earned or Redeemed by clicking the column header, and click a row to open the profile.
What the profile shows
Section titled “What the profile shows”Customer info carries the numbers you’d otherwise go digging in Shopify for:
| Field | Where it comes from |
|---|---|
| Orders (all time) and Total spend (all time) | Shopify’s own lifetime totals for the customer, including orders placed before your loyalty program existed |
| Average order value | The two above, divided |
| Program orders | Only the orders Charm has tracked since the program started |
| Member since | When they joined the program |
Because the all-time figures are Shopify’s lifetime aggregates rather than a sum of the orders Charm can see, a customer who has shopped with you for five years reads as a five-year customer — not as someone who arrived when you installed Charm.
Below that: the Current Tier with the option to Change tier (a manual override), the points history table (date, type, description, points, running balance — including the note behind every manual adjustment), Active reward codes with their status and expiry, Emails sent to this customer, and the Referral program panel with their referral link and code.
Loyalty risk signals appears only for a customer who has tripped the watch-list — points redeemed against orders that were later refunded, refunds that wiped out net spend, a repeated redeem-then-refund pattern. Charm shows the evidence and leaves the decision to you.
Act on the profile
Section titled “Act on the profile”- Adjust points — add or remove points with a note; the note shows up in the history and in the Activity log.
- Redeem reward — redeem on the customer’s behalf, for a phone or counter request.
- Change tier — a manual VIP override when the earned tier isn’t the right answer.
- Edit birthday or Set name day — for the birthday and name day bonuses.
- Exclude customer — stop them earning and redeeming, with a reason recorded. Re-enable any time from the same place.
- Transfer balance — move everything to another profile when Shopify can’t merge the two. See merge duplicate customers.