Loyalty Member Management

In this article, we will cover:

• Overview
• Accessing member management
• Viewing & managing members
  • Members listing page
  • Customize your member page
  • Member search functionality
  • Filtering members
• Adding members to your program
  • Method 1: Manual member addition
  • Method 2: Bulk import via CSV file
  • Method 3: Enrollment via token-based authentication
  • Method 4: Direct enrollment
• Member profile & details
  • Accessing the member details page
  • Profile summary section
• Member actions & operations
  • Under Actions
    • Add points
    • Deduct points
    • Redeem points
    • Submit a receipt
    • Email unsubscribe
    • Block member
    • Delete member
  • Update member custom attributes
  • Add/remove tags
• Exporting member data
  • Download CSV file
• Transaction history

This guide covers all aspects of managing members in your TrueLoyal loyalty program, including viewing, adding, enrolling, importing, and managing member information through the admin console.

Overview

The member page serves as a centralized hub that allows you to view and manage all aspects of your members' loyalty program participation. Through the TrueLoyal admin console, you can:

• View a comprehensive list of all enrolled members
• Add new members manually or in bulk
• Enroll members using various methods (direct enrollment, token-based authentication)
• Import members from CSV files
• Search, filter, and segment members
• Update member information and custom attributes
• Perform administrative actions (award points, redeem rewards, block members, etc.)
• View member transaction history and activity

Accessing member management

To access the Member Management section in your TrueLoyal admin console:

1. Log in to your TrueLoyal loyalty store
2. Navigate to the Members tab
3. You will see the comprehensive Members listing page with all enrolled members

Viewing & managing members

Members listing page

The Members page provides a comprehensive list of all members enrolled in your loyalty programs. This page displays key information about each member and allows you to interact with them directly.

Customize your member page

You can enhance your visibility by selecting and rearranging the columns that matter most to you. To customize your member page:

• Click the column settings icon
• Select/deselect the columns you want to display
• Drag to rearrange columns in your preferred order
• Your custom view will be saved for future sessions

Member search functionality

Finding a specific member is straightforward. Use the search function to look up members by:

• Name (first or last)
• Email address
• Member ID
• Phone number

Simply enter the search term and the list will filter to show matching members.

Filtering members

You can utilize filters to view and manage specific groups of members. For instance, you can effectively segment your member base by:

• Enrollment date
• Tier status
• Points balance
• Purchase activity
• Custom attributes
• Tags

Tip: Consider adding tags to these targeted members to better organize your promotional campaigns. This allows you to quickly identify and segment members for targeted marketing efforts.

Bulk Member Management 

You can engage in various member management activities in bulk or quick, including adding or removing tags, and blocking or deleting members. To take action, 

1. Filter the member list to find a specific member or a selected group of members or use the search to find the member(s)
2. Select the member(s) you want to modify.
3. Choose an action:
   • Add Tags: Create and assign one or more tags to the selected member(s). Tags can be used to group members for future promotional activities.
   • Remove Tags: Remove any existing tags assigned to the selected member(s).
   • Block: If you identify suspicious activity, block the member to permanently remove them from the loyalty programme. Once blocked, the member cannot rejoin the programme.
   • Delete: Delete a member if they are no longer associated with your loyalty programme. Deleted members can rejoin the programme through your website.
4. Complete the action: Depending on the action selected, a pop-up or right-hand panel will appear. Follow the prompts to complete the action.

Adding members to your program

There are multiple methods for adding and enrolling members to your loyalty program. Choose the method that best fits your needs:

Method 1: Manual member addition

Use the "Add Member" feature in the admin console to add members one at a time.

1. Click the "Add Member" button
2. Enter member details in the form
3. Click "Save"

Member attributes

When adding a member, you can enter the following information:

Note: By default, the email address is set as the primary identifier. Contact support@trueloyal.com if you wish to change this to Member ID. If a member with the new Member ID already exists, the data from both accounts will be merged; tags, email address, and custom attributes from the new account take precedence during the merge, and any transactions associated with the current member are transferred to the account with the new Member ID.

Method 2: Bulk import via CSV file

Use this method to add multiple members at once. This is ideal if you have an extensive database of customers to import.

To import members via CSV:

1. Click "Import Members" button
2. Download the CSV template (if needed)
3. Fill in member data following the template format
4. Upload the CSV file
5. Review the import preview
6. Confirm to complete the import

CSV file requirements

Your CSV file should include the following columns (matching the member attributes listed above):

• Member ID (required)
• Email Address (required if set as primary identifier)
• First Name
• Last Name
• User ID
• Mobile Number
• Date of Birth
• Date of Anniversary
• Member Tags
• Twitter Handle
• Custom Attributes

Tip: Download a sample CSV file from your admin console to see the exact format and structure required for your program.

Method 3: Enrollment via token-based authentication

Token-based authentication allows members to enroll themselves or be enrolled through your application or website using secure authentication tokens.

With token-based enrollment, you can:

• Generate unique enrollment tokens for members
• Share tokens via email, SMS, or application
• Allow members to self-enroll with pre-populated information
• Integrate enrollment into your website or app seamlessly

Token-based enrollment process

1. Generate an enrollment token for the member
2. Include the token in an enrollment link or QR code
3. Member clicks the link or scans the QR code
4. Pre-filled form loads with member information
5. Member confirms/updates details and submits
6. Member is enrolled in the loyalty program

For detailed implementation instructions, contact support@trueloyal.com or refer to the API documentation for your platform.

Method 4: Direct enrollment

Members can enroll directly through your loyalty program interface (website, app, or in-store). Once enrolled, they appear in your Members list automatically.

Member profile & details

Accessing the member details page

To view detailed information about a specific member, click on the member's name from the Members listing. This opens the member details page with comprehensive information.

Profile summary section

The profile summary provides a comprehensive overview of the member's information:

Basic information — key personal details including:

• Member ID
• First Name & Last Name
• Email Address
• Phone Number
• Date of Birth
• Enrollment Date

Tags — assign or remove tags for member segmentation and targeted promotions from this section.

Custom attributes — a comprehensive view of all custom attributes created for the member. Click the edit button to modify attributes.

Tier details — view the member's current tier status and qualification unit information.

Points details — a detailed breakdown of the member's points:

• Lifetime Earned Points: Total points earned by the member over time
• Points Redeemed: Total points redeemed by the member
• Points Redeemed (On Hold): Pending redemptions awaiting approval
• Points Expired: Points that have expired
• Available Points: Current available balance after all deductions, redemptions, and returns
• Points Expiration Schedule: View upcoming points expirations

Purchase details — access details of all purchases made by the member:

• Total Purchase Amount: Total amount spent by the member
• Number of Purchases: Total number of purchases made
• First Purchase Date: Date of first purchase
• Last Purchase Date: Date of most recent purchase

Referral details — referral program information:

• Referral Shares: Total number of referrals made by the member
• Referral Purchases: Total purchases made by referred friends
• Referral Code: The unique referral code for the member to share

Member actions & operations

Through administrative actions, you can manually manage member accounts, award or redeem points, and perform other account maintenance tasks. Access these actions from the member details page.

Under Actions

Add points

Manually award members points for any activity. For example, if your customer service team identified a frustrated customer, you can award points for their inconvenience.

• Select Activity: Choose the activity for which points should be added
• Points: Enter the number of points to be awarded
• Reason: Provide a reason for the transaction for record-keeping

Deduct points

Manually deduct points from a member's account to correct errors or revoke points from invalid transactions.

• Points: Enter the number of points to be deducted
• Reason: Provide a reason for this adjustment

Redeem points

If a member is unable to redeem points due to system errors or other issues, you can manually complete the redemption.

• Select Reward: Choose the reward to be redeemed
• Points: Enter the number of points to be redeemed
• Reason: Specify the reason for manual redemption

Submit a Receipt

You can manually upload a receipt on behalf of a member. The submitted receipts will be forwarded for processing.

Email unsubscribe

You can unsubscribe a member from the mailing list, thereby respecting their preferences and ensuring compliance with their communication preferences.

Note: You can only unsubscribe from emails sent by TrueLoyal. You can re-add the member to the mailing list by subscribing again.

Block member

If you observe any suspicious activity from a member, you have the option to permanently block that member from the loyalty program.

Note: When a member is blocked, all their accumulated points are deducted from their account, ensuring the integrity of your program.

Delete member

If a member is no longer associated with your loyalty program, you can delete them from the member list. This removes all their data from the system and you will not be able to restore it how it was. 

Add/remove tags

Manage member tags for better organization and segmentation:

• Add Tags: Create one or more tags for members, allowing you to group them for future promotional activities
• Remove Tags: Remove any assigned tags from the member

Update member custom attributes

You can update any custom attributes that have been created for your loyalty program. Edit these fields directly from the member profile.

Exporting member data

Download CSV file

You can download a CSV file containing all members or filtered members' details. This file will be sent to your email address.

1. From the Members listing, click "Export to CSV"
2. Select whether to export all members or only filtered/selected members
3. Confirm the export
4. A CSV file will be generated and sent to your email

The CSV includes comprehensive information about each member, including their:

• First name, last name, email
• Member ID and other identifiers
• Phone number and contact information
• Points balance and tier information
• Purchase history summary
• Custom attributes
• Tags and segmentation data

Transaction history

You can access a tabulated view of all transactions made by a member. Each transaction record displays:

• Date: When the transaction was made
• Action: Type of transaction (Reward, Points Earned, Deduct, etc.)
• Details: Brief description of the transaction
• Status: Current status (Approved, Pending, Deducted, Cancelled, or Redeemed)

For more information about any transaction, click on "Transaction Details" to see the complete record.

If you have any questions or concerns regarding member management, please don't hesitate to contact Technical Support at support@trueloyal.com.