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Member Profiles

Every customer enrolled in your loyalty program has a profile. Use member profiles to view engagement, grant/deduct points, and take targeted actions.

Accessing Member Profiles​

Members List​

Click Members in the left sidebar:

Members List

The table shows name, email, tier badge, points balance, join date, churn risk, marketing consent, and bounce status. Use the search bar and Add filter to narrow the list.

Member Profile​

Click any row to open the full profile:

Member Profile

The profile shows points balance, lifetime earned/burned, total orders, total spend, predicted 12-month LTV, health score, tier and churn-risk badges, earned badges, segment memberships, and tabs for the full timeline and notes.

Profile Sections​

1. Overview Tab​

The top section shows:

  • Name & Email - Contact information
  • Phone & Address - Customer location data
  • Joined Date - When they enrolled
  • Birthday - For birthday bonus tracking
  • Points Summary - Current, lifetime, and spent
  • Tier Status - VIP tier if applicable
  • Lifetime Value - Est. total revenue from this customer

2. Transactions Tab​

View all point activity — date, type (Earned / Redeemed / Granted / Deducted), points amount, and the source description (order number, rule name, or admin note). Use the filter dropdown to narrow by type, or export to CSV.

3. Orders Tab​

View all purchases synced from Shopify: order number, date, amount, and points earned per order. Total lifetime spend and average order value are shown at the bottom. Synced automatically from Shopify.

4. Marketing Consent & Bounce Status​

Every member shows their email and SMS marketing preferences, unsubscribe status, and any email bounce recorded by AWS SES.

The profile shows email consent, SMS consent, unsubscribe status, and any email bounce recorded by AWS SES. Hard-bounced members are automatically skipped in all future campaign sends.

Consent states:

  • Email ✓ — member agreed to email marketing (shown in Members list as green badge)
  • Email ✗ — not consented; campaigns automatically skip this member
  • SMS ✓ — member agreed to SMS marketing
  • Unsubscribed — member clicked Unsubscribe; Glancito and Shopify both suppress all future marketing

Bounce types:

  • Hard bounce — permanent failure (invalid address, domain gone). No further emails are sent.
  • Soft bounce — temporary failure (mailbox full, server down). Recorded but does not block sends.

5. Segments Tab​

Shows all segments this member belongs to. Use Add to Segment to manually include them in a segment, or Remove to exclude them.

Segments are used for:

  • Targeted email campaigns
  • Special offers
  • VIP treatment

6. Referrals Tab (if enabled)​

Shows the member's unique referral link, number of successful referrals, total points earned from referrals, and the list of referred friends with their purchase status.

Quick Actions​

Grant Points​

Click Grant Points on the member profile, enter the amount, select a reason, and optionally add an internal note. Use cases: service recovery (late shipment, damage), contests, VIP bonuses.

Deduct Points​

Click Deduct Points to remove points for refunds, cancelled orders, or error corrections. Enter the amount and an optional order reference.

Send Email​

Click Send Email to compose a one-off personalized email directly from the member profile — useful for individual outreach without creating a campaign.

Add to Segment​

Click Add to Segment to manually include the member in a specific segment.

Exporting Member Data​

Export Single Member​

Click [Export] on any profile to download their data as CSV:

Includes:
  - Personal info
  - Contact details
  - All transactions
  - Orders history
  - Points activity

Export All Members​

From Members page, click [Export CSV] to download:

Includes:
  - All member contacts
  - Current point balances
  - Lifetime points earned/spent
  - Member tier status
  - Enrollment date

Great for:

  • Email list building
  • Analysis in Excel/Sheets
  • CRM integrations
  • Backup/archiving

Best Practices​

Using Member Profiles for Service​

Situation: Customer calls about their points

✓ Look them up by name or email
✓ See their transaction history
✓ Check what rewards they can redeem
✓ Grant/deduct points if needed
✓ Send follow-up email confirmation

Example workflow:

  1. Search: "sarah@example.com"
  2. Check: Last transaction was 5 days ago (order #12450)
  3. See: Current balance is 1,250 points
  4. Action: They qualify for the $10 Off reward (1000 pts)
  5. Send: Email with the discount code

VIP Care​

For high-value customers:

  1. Tag them in a "VIP" segment
  2. Grant occasional bonus points (surprise & delight)
  3. Email them exclusive rewards first
  4. Send personalized thank-yous

Retention Actions​

If a member hasn't purchased in 60+ days:

  1. Check their last purchase date
  2. Send a "we miss you" email
  3. Grant 200 bonus points to reactivate
  4. Highlight new rewards

Privacy & Security​

✅ Encrypted in Transit - All data encrypted with SSL/TLS ✅ GDPR Compliant - Right to erasure, data portability ✅ CCPA Compliant - California consumer rights ✅ PCI DSS Level 1 - Payment data secure ✅ SOC 2 Type II - Third-party verified security

Member Data Rights​

Customers can request to:

  • View their data - see what you have on file
  • Export their data - download in portable format
  • Delete their data - right to be forgotten (with notice period)

To handle requests: Settings → Privacy & Compliance → Data Requests

Common Questions​

Q: Can I manually create a member? A: Yes, click [Add Member] to enroll someone not yet in your system.

Q: What happens to points if a customer's account is deleted? A: Points are archived with the account. They don't disappear — just become inactive.

Q: Can I change a member's tier manually? A: Yes, on their profile under "Tier Status." Useful for VIP adjustments.

Q: Do edits to a member's profile sync back to Shopify? A: Only points adjustments sync. Personal info is managed separately in each system.

Q: How do I handle duplicate accounts? A: Merge them in Settings → Account Merge Tool. Points combine, history preserved.

Next Steps​