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: Tier (when VIP tiers are on), Status (Active, Excluded, Migrated), and Min balance / Max balance.
- Sort by clicking a column header (Customer, Balance, Earned, Redeemed or Member since), and click a customer to open their profile.
A long email address stays on one line: the list cuts it off with an ellipsis, and hovering shows the full address. On a profile without a name, the page title shortens the address from the middle so the domain stays readable.
What the profile shows
Section titled “What the profile shows”Overview
Section titled “Overview”The Overview groups the numbers into three bands:
| Band | What’s in it |
|---|---|
| Current status | Available points, Points expire (when points expiry is on), Current Tier and Next tier (when VIP tiers are on), and Store credit (when the customer has a balance) |
| Program value | Program revenue and Program orders (the orders Charm has tracked since your program started), Rewards redeemed (the count, with the estimated reward value in parentheses), and Net Value (program revenue minus that value). Shown once Charm has tracked an order for the customer. |
| Lifetime totals | Total spend (all time) and Orders (all time) across all of the customer’s paid orders, including orders placed before your loyalty program existed; Lifetime points earned and Points redeemed, including anything imported from a previous program |
Because the all-time figures come from Shopify rather than from 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.
Next tier says what the customer still needs for the tier above theirs, in the unit that tier qualifies on and in your own points name: 5,674 points to Gold, €35 to Gold, 2 orders to Gold or 1 referral to Gold. If the tier asks for several things at once, it shows the one the customer is closest to finishing. Customers already in your top tier don’t get the tile. To move someone by hand, see Change a customer’s tier.
Customer info
Section titled “Customer info”Customer info is who the customer is. Their name links to their customer page in Shopify, with the email address and a copy button underneath. Below that:
- Member since, or a Not joined yet badge if your program requires customers to opt in and they haven’t.
- Phone, when Shopify has a number for them.
- Language: the storefront language Charm recorded for the customer, shown like Czech (cs). Charm sends this customer’s loyalty emails in it.
- Email marketing and SMS marketing: the customer’s consent as Shopify holds it when you open the page: Subscribed, Pending (signed up, not yet confirmed), Unsubscribed or Not subscribed. SMS appears once the customer has a phone number. Use it when a flow or campaign skipped someone: this is about permission, while delivery problems show under Emails.
- Birthday and, if you run the name day rule, Name day, each with Edit.
- Pets, if you run a pet birthday rule (see below).
- Imported details, collapsed, for customers who came over in a migration.
The Pets line lists the customer’s pets by name. Click Edit to open the pets window, then pick a pet at the top to correct its name, animal or birthday and click Save pet. Add pet starts a new one, and Remove takes away the pet you’re looking at. Animal only appears when your rule offers more than one kind of animal, and the birth year is optional.
Staff aren’t held to the limits customers are. You can change a pet’s birthday here at any time, even while the customer’s own once-a-year lock is on, and a pet you add or give a new birthday here is exempt from the rule’s Require advance setup wait. You can also register more pets than the rule’s Pets per customer allows, up to 10. That’s how support answers “I typed the wrong date” or “we have a fourth dog”.
The line appears whenever your shop has a pet birthday rule, even a paused one.
Reward codes
Section titled “Reward codes”Active reward codes lists the codes the customer holds and hasn’t used: Reward, Code, Points spent and Expires. Each code links to its discount in Shopify. Reverse gives the points back and ends the discount, as long as the code hasn’t been used on an order yet.
Under it, Past reward codes opens a table of the customer’s 20 most recent used or reversed codes: Reward, Code, Points spent, Obtained, and Status (Used or Reversed, with the date). Used codes link to their discount in Shopify; reversed ones don’t. Reach for it when a customer says a code didn’t work. Store credit rewards have no code, so they don’t appear in either table.
The rest of the profile
Section titled “The rest of the profile”- Referral program (when referrals are on): Referred, Converted and Reversed counts, the customer’s share link with the code in it, and, if you use referral discount codes, their referrer discount code.
- Timeline history: every points and reward event, with Type, Points, Balance, Description and Date, filtered by All, Points, Rewards or Status. The note behind a manual adjustment shows under its description.
- Emails: loyalty emails sent to the customer in the last 90 days. See Check a customer’s email history.
- Membership: whether the customer is Active in the program or Excluded.
- Paid memberships: any paid membership the customer holds, with its perks.
Act on the profile
Section titled “Act on the profile”The Actions card holds the buttons support uses most:
- Adjust balance: add points (a positive number) or remove them (a negative one), with an optional reason. The adjustment shows in Timeline history, with your reason if you gave one, and in the Activity log.
- Redeem reward: redeem on the customer’s behalf, for a phone or counter request.
- Change tier: put the customer in a different VIP tier by hand. See Change a customer’s tier.
- Give tier gift: hand out a gift the customer’s tier entitles them to. See Tier gifts.
- Transfer balance: move everything to another profile when Shopify can’t merge the two. See merge duplicate customers.
- Internal note: a note only your team sees, inside Charm.
To stop a customer earning and redeeming, turn off Enable customer in program on the Membership card, add an optional reason, and confirm with Exclude customer. Turn the switch back on to re-enroll them.
On a phone
Section titled “On a phone”Customers and the profile both work on a phone-sized screen (narrower than 768 pixels):
- The list keeps one line per customer: name or email, tier, an Excluded badge where it applies, and the points balance. Tier, Status, the balance range and Sort by sit behind Filters, which shows how many filters are on.
- The profile puts Customer info, Actions, Membership and Paid memberships straight after Overview, so contact details and buttons come before the history. Program value, Lifetime totals, Active reward codes, Referral program, Timeline history and Emails fold shut; tap one to open it. A closed section shows a count where it has one, such as Timeline history (303).