You can manually add or remove Credits from any customer's account directly from their profile in the Skio Dashboard. This is useful when resolving support issues, correcting balances after a cancellation, or issuing a goodwill credit.
Loyalty is only available by request. To add Credits to your store, reach out to our sales team at sales@skio.com.
How to manually adjust a customer's credit balance
Step 1: Navigate to the customer's profile
In your Skio Dashboard, go to Subscribers > Customers. Search for and click on the customer whose balance you want to update.
Step 2: Open the credit balance editor
Scroll to the Credit balance card on their profile and click Edit.
Step 3: Enter the adjustment amount
Use the + and - buttons or type directly into the field to enter the adjustment. Enter a positive value to add credits, or a negative value to remove them. The panel shows a live preview of the new balance before you save.
You can also set the following options before saving:
Note (optional): Saved to the customer's credit history for reference. Useful for tracking why an adjustment was made.
Never expire these credits: Check this box if you want the credits to apply immediately without expiring, regardless of your store's credit expiration settings. Only available when adding a positive value.
Override tier calculation: If enabled, the customer will remain in their current tier regardless of their eligibility. This setting is primarily relevant to Tiers & Rewards and won't affect the credit adjustment itself.
Notify customer about changes: If enabled, the customer will receive a notification about any changes to their tier, rewards, or credits. Leave this off if you're making a behind-the-scenes correction and don't want to surface it to the customer.
Step 4: Save your changes
Click Save.
When should I manually adjust credits?
Customer support: If a customer didn't receive an expected reward, manually issue the missing credits.
Product redemption reversal: Customers can't undo a product redemption themselves. If a customer wants a refund, your team must manually remove the redeemed product and restore the credits to their balance.
Goodwill credits: Issue a one-time credit as a gesture of goodwill for a poor experience.
Why didn't the credits apply to the customer's order?
Credits are added to the customer's account immediately. However, if your store has credit expiration enabled, those credits may expire before the customer's next order runs.
For example, if credits expire after 14 days but the customer's next charge isn't for 28 days, the credits will expire before they get a chance to apply. Check Never expire these credits when making the adjustment to prevent this.
