The Customers list
The Customers page lists everyone in your loyalty program with their status, their points (or store credit) balance, their VIP tier and their number of referrals. The buttons at the top choose which customers you see:
All. Every customer, including excluded ones.
Members. Customers who have an account with your store.
Guests. Customers who have no store account yet.
Excluded. Customers you have excluded from the program.
Removed. Customers deleted in Shopify, or whose personal data was erased. They only appear on this tab.
To narrow the list, search by name or email, or click Filters to filter by VIP Tier or by balance (Greater than or Less than a value you enter). The menu next to Filters sorts the list by customer name, date or balance.
There is no export on this page. To download your customers as a CSV file, go to Analytics, click View reports, open the List of customers report and click Export CSV.
Opening a customer
Go to Customers. In Mage, open Customers.
Find the customer. Search by name or email, then click their row.
At the top of the page you will see the customer's name, their email, and a status badge:
Member. The customer has an account with your store.
Guest. The customer has ordered or signed up by email but has no store account yet.
Excluded. You have removed this customer from the program (see Excluding a customer).
Below that, a row of tabs splits the page into sections. Some tabs only appear when you use that feature, for example VIP Tier, Cashback, Wishlist and Membership.
The Overview tab
Overview is the summary of the customer's loyalty account. The Loyalty Overview card shows:
Points (or Store credit). The current balance, with the lifetime total earned and the amount redeemed underneath.
Rewards. How many rewards the customer currently holds.
Current Tier. Their VIP tier, if you use VIP tiers.
Referrals. How many referrals they have completed.
Each row has a button that takes you straight to the matching task. The Customer Details card on the right holds their email, a link to their Shopify profile, their order count and their birthday.
Adding or removing points or store credit
Use this for goodwill gestures, corrections, or to make up for an order that did not earn.
Open the customer page. On the Overview tab, click Edit next to Points. You can also use Actions > Edit points at the top of the page (Adjust store credit in a store credit program).
Enter the amount. Type how many points, or how much store credit, you want to adjust by.
Choose the adjustment type. Select Increase to add or Decrease to remove.
Add a note (optional). Write the reason, for example "Apology for late delivery". The note is saved with the adjustment so your team can see why it was made.
Decide whether to notify the customer (optional). When you are adding to a balance, tick Send points earned notification to let the customer know. Leave it unticked for a silent correction.
Check the preview and save. The preview shows the current balance, the adjustment and the new balance. Click Save.
Good to know:
The notification option only appears for increases. Customers are never notified when you remove points.
A balance cannot go below zero. If you remove more than the customer has, their balance becomes 0.
Manual adjustments also count towards the customer's lifetime total. If your VIP tiers are based on points, an adjustment can move the customer up or down a tier.
Every adjustment appears in the history tab and the Activity Log, together with your note.
Reviewing points or store credit history
The Points History tab (Store Credit History in a store credit program) lists what the customer has earned, newest first. Each row shows the date, the amount, the earning rule it came from, and a status. Purchases include a link to the order in Shopify, and any note you added shows under the rule name.
What the statuses mean
Status | What it means |
Pending | Earned but not yet available to spend. It will be approved automatically on its due date, or you can approve it now. |
Approved | Available in the customer's balance. |
Rejected | Turned down. The amount is shown struck through and is not in the balance. |
Partially refunded | Part of the order was refunded, so part of the amount was taken back. The row shows what is left. Hover over it to see the original amount. |
Refunded | The order was fully refunded and the amount was taken back. |
Expired | The amount expired before the customer used it. |
Approving or rejecting points
Each row has an actions menu with three options.
Approve Points. Releases a pending or rejected amount into the customer's balance straight away. On the confirmation you can tick Send points earned notification to tell the customer.
Reject Points. Turns the amount down. If it was already approved, it is removed from the customer's balance. Use this when points were earned unfairly, for example a suspicious review or social action.
View Details. Opens the full breakdown, described below.
You can change your mind at any time: a rejected amount can be approved again, and an approved amount can be rejected.
Viewing the earning rule details
Click View Details on any row to see exactly how that amount was earned. This is the quickest way to answer "why did I get this many points?"
Overview. The rule name, the linked order, the amount and its status. If a VIP tier multiplier or a bonus campaign boosted the amount, you will see the base amount and each multiplier listed separately.
Refunds. If the order was refunded, how much was taken back and what remains.
Internal Note. The note added with a manual adjustment.
Punch card. For punch card rewards, which orders completed the card and where the customer's card stands right now.
Timeline. When it was created, when it is due to be approved, when it became available, and when it expires.
Use Previous and Next at the bottom to step through the customer's history without closing the window.
Managing rewards
The Rewards tab lists every reward the customer holds: its name, when it was created, what it cost, and when the discount code was used at checkout (blank if it has not been used yet).
Giving a reward
Open the reward picker. Click Give reward on the Rewards tab, or Edit next to Rewards on the Overview tab.
Choose the reward. Pick one of your active rewards from the list. For a flexible amount reward, also enter how much to redeem.
Choose who pays for it. By default the reward's cost is taken from the customer's balance, and the window tells you how much. Tick Give reward for free to leave their balance untouched.
Click Give reward. The reward and its discount code appear in the customer's account right away.
Good to know:
If the customer has less than the reward costs and you do not give it for free, their balance is reduced to 0.
Custom rewards cannot be given from this page.
In a store credit program, only the flexible store credit redemption can be given here.
Viewing reward details
Open the actions menu on a reward and click View Details to see its discount code, type, value, any minimum purchase, when it was created, when it was used, and when it expires.
Cancelling a reward
Open the actions menu on a reward and click Cancel Reward. You then choose one of two options:
Cancel Reward. Removes the reward and returns what the customer spent on it to their balance.
Cancel Reward without refund. Removes the reward and returns nothing.
With either option, the reward's discount code stops working, so the customer can no longer use it at checkout.
Already used codes. If the customer has already used the discount code at checkout, the reward can only be cancelled without a refund. Cancelling does not reverse the discount on that order.
Changing a customer's VIP tier
Shown when VIP tiers are turned on.
Open the tier editor. On the Overview tab, click Edit next to Current Tier.
Pick the new tier. Choose a tier from the list. Each one shows what it normally takes to reach it.
Click Save.
This moves the customer directly into the tier you choose. It does not change their points, spend or order progress.
Good to know:
A manual change does not give the customer the new tier's entry rewards, and Mage does not email them about it.
The customer's VIP tier tag in Shopify is updated straight away.
If you move a customer up, a later order will not move them back down. A refund, a manual points adjustment (when your tiers are based on points) or a VIP tier recalculation can, because each one works the tier out again from the customer's progress. That includes the yearly reset and the Rolling Year recalculation.
If you move a customer down while their progress still qualifies for a higher tier, they move back up the next time they place an order or earn points.
Viewing tier history
The VIP Tier tab shows every tier change for the customer: when it happened, which tier they moved from and to, the reason (an order, a refund, a manual change, a yearly reset and so on), and their progress at the time. If your tiers reset each calendar year, you will also see their spend and orders for the current year.
Tracking referrals
The Referrals tab shows how the customer is doing as an advocate.
Referral Link. The customer's personal link, with a copy button. Handy when a customer asks you to send them their link.
Link Clicks, Referred and Completed. How many times the link was clicked, how many friends they referred, and how many of those referrals are complete.
The referral list. One row per friend with the date, the friend's email, the type (Basic for your standard referral program, Campaign for a referral campaign), the current status, and a link to the friend's order once they have placed one.
Click a Campaign badge to jump to that campaign's referrals, where you can see the full journey for each referral.
Managing cashback
Shown when cashback is turned on. The Cashback tab shows the customer's Pending Cashback and Lifetime Cashback Earned, followed by a list of every cashback amount with its offer, amount and status.
Open the actions menu on a row to:
View Details. See the order, the amount, any refunded portion, and when it is due, paid out and expiring.
Approve Cashback. Pay out a pending amount immediately instead of waiting for its due date.
Reject Cashback. Turn down a pending amount so nothing is paid out.
Approve and reject are only available while the cashback is still pending.
Viewing wishlisted items
Shown when wishlists are part of your plan. The Wishlist tab lists every product the customer has saved, the variant they chose, and when they added it. Click a product name to open it in Shopify.
Managing a paid membership
Shown when memberships are turned on. On the Overview tab, the Membership card shows the customer's membership tier, price, start date, status and next billing date. Use the menu on the card to:
Pause Membership. Stop billing for 1 to 12 billing cycles. The member keeps their status and billing restarts automatically afterwards. Available for monthly memberships.
Resume Membership. Restart a paused membership early.
Cancel at End of Period. The member keeps their benefits until the end of the current billing period and is not charged again.
Cancel Immediately. The member loses their benefits right away. This cannot be undone, and any refund needs to be processed separately in Shopify.
Undo Cancellation. Available while a cancellation is scheduled but has not yet taken effect.
The Membership tab shows the full history of the customer's memberships, including enrolment, billing, failed payments and cancellations.
Updating customer details
Birthday
Click Edit next to Birthday in the Customer Details card on the Overview tab.
Pick the date. Use the month and year menus to jump back quickly.
Confirm. Check the current and new dates, then click Confirm.
The birthday is what your birthday earning rule uses to reward the customer each year.
Email, Shopify profile and order count
Email. Click the copy button to copy the address.
Shopify Customer ID. Click it to open the customer in Shopify. Name and email are managed in Shopify, not in Mage.
Total Order Count. Orders placed since you installed Mage.
Syncing a customer
If you changed a customer's name or email in Shopify and Mage still shows the old details, click Actions > Sync customer to refresh them.
Excluding a customer from the program
Use this for staff accounts, wholesale buyers, or anyone you do not want taking part.
Click Actions > Exclude from program.
Confirm. The customer will no longer see or interact with your loyalty program. They are not notified.
An Excluded badge appears beside their name. To bring them back, click Actions > Re-include customer.
The Activity Log
The Activity Log tab is a running record of everything that has happened on the customer's loyalty account: points earned and spent, manual adjustments and their notes, rewards given and cancelled, tier changes, and exclusions. Each row shows the date, what happened, the amount involved, and the balance afterwards.
When a customer questions their balance, start here. Reading the log from top to bottom shows exactly how they arrived at their current balance.
Customers merged in Shopify
If you merge two customer profiles in Shopify, Mage combines their loyalty accounts automatically: the profile you kept gets both balances and both histories, and the other profile no longer appears in your Customers list. If the balances have not combined, message us from the chat in the Mage app.
Customers removed from Shopify
If a customer is deleted in Shopify, or their personal data is erased after a privacy request, their page in Mage becomes read-only. A banner at the top explains why, and the badge reads Deleted in Shopify or Personal data erased. Their loyalty history is kept for your reporting, but nothing can be earned, redeemed or edited.
Only the Mage team can restore a removed customer. If a customer was deleted in Shopify by mistake, message us from the chat in the Mage app. If they have a new Shopify profile, we can move their balance and history across to it. Erased personal data cannot be restored.
FAQ
Will the customer know I changed their balance?
Only if you tick the notification option when adding to their balance. Removals are always silent.
I gave a reward by mistake. Can I take it back?
Yes. Cancel it from the Rewards tab. If you charged the customer for it, choose the option that refunds them.
A customer's points are Pending. Can I release them early?
Yes. Open the history tab, open the actions menu on that row and click Approve Points.
Why can't I see the VIP Tier, Cashback, Wishlist or Membership tab?
Those tabs only appear when the feature is turned on for your store.
Why are there no buttons on a customer's page?
The customer was removed from Shopify, so their page is read-only.
Need help? Message us from the chat in the Mage app and we will take a look at the customer with you.