Resetting loyalty points for all customers

At a glance

This guide will show you the steps to reset loyalty points for all customer, using the customer import/update tool.

Two methods can be used for that:

This is the safest option to avoid creating duplicates but it will take several hours to complete the update depending on the size of your customer database.

This method allows for a lighter, faster update, but presents a risk of creating duplicates if customer names are mapped incorrectly.

Due to the customer import tool relying on Erply API, and the hourly limit set on API calls, we recommend to go through this process with batches of 5000 customers or less every hour. This will allow to keep track of what has already been updated or not during time-outs and will give you more control on the process.

Method 1 - Updating loyalty point balances for all customers

Safest option but it will take several hours to complete the update.

Exporting the customer database

  1. Under Customers, select Export customers...

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  1. You can export your customer database in multiple batches using filters. Or you can export all customers at once selecting no filters.

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Editing loyalty point balances

  1. A download of an XLS file will automatically start. Open this file in a spreadsheet editor like Excel. Note: you might see a warning message regarding the file format depending on the version of your spreadsheet editor. You can ignore this message.

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  1. In the spreadsheet, only keep the column A containing IDs and delete all other columns.

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  1. Add a column B for the new loyalty point balance that you want to set. You will have to set it to 0 for each customer row. Take note of the number of customers you are expecting to update.

    Tip: when using Excel or Google Sheet, you can simply enter "0" for the first customer. Then point at the bottom left corner of this cell and double-click. This will fill the loyalty point column with "0" for all the other customers". tip!

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  1. Save this spreadsheet as a CSV file.

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Using the customer importer tool

  1. Open the import tool from Customers > Import customers (beta).

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  1. On the home screen of the importer, select Create New.

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  1. Click on Choose File and retrieve the CSV import file you created earlier. Select Yes to indicate that the file has a header and click on Upload & Start Mapping.

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  1. For each column, click on Select field to map the information to import.

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Tip: use the search field to find the Loyalty points option in the list

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  1. Once your fields are mapped, select the field by which existing customers will be identified for update. Under Match existing customers by, select Customer ID (this should be the only available option given the fields you mapped). After verifying all the options you selected, click on Confirm Mapping.

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  1. On the next screen, you will see a count of customers that will be updated. Make sure that this number corresponds to what you are expecting from what you counted on your spreadsheet at step 5. If the customer updates count is accurate, click on Start Import.

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Note: If the customer updates count is lower than what you are expecting and you proceed to the import nonetheless, customers that could not be mapped will simply fail to update when mapping by customer ID. This is why this method is the safest, as it cannot create duplicates.

  1. The import will start and you will be able to see the progress on the next screen.

Note: when importing large amount of customers or if your account was recently used to handle a lot of data (sales, reports, stocktaking for example), the customer update will take more than 1h.

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  1. Once the import is complete, you will be presented with a summary of customers who have been updated, skipped or failed. It is recommended that you download the job report, for your records of what changes were made to customers’ information and also to provide Erply support with, should you encounter any issue.

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Method 2 - Updating loyalty points only for customers with a non-zero balance

This method allows for a lighter, faster update, but presents a risk of creating duplicates if customer names are mapped incorrectly.

Exporting the customer database

  1. Under Reports, go to CRM.

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  1. Open the Reward point balances report.

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  1. In the new window that opens with the report, wait for the full report to load (you can check by scrolling all the way down until it doesn’t load more rows). Select all (ctrl+A) and copy (ctrl+C).

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Editing loyalty point balances

  1. Open a new document in a spreadsheet editor like Excel and paste the report (ctrl+V).

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  1. Delete the header rows so that the document row 1 corresponds to the first customer row.

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  1. Delete all the columns except the one with customers’ full names (column B).

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  1. Select the remaining column, right-click and remove hyperlinks.

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  1. Add a header row and name the first column Customer name and the second one New loyalty point balance. This will help mapping the fields with the importer. Fill the entire column B (new loyalty point balance) with "0" to zero out these customers’ point balances. Take note of the total number of customers who should be updated.

    Tip: when using Excel or Google Sheet, you can simply enter "0" for the first customer. Then point at the bottom left corner of this cell and double-click. This will fill the loyalty point column with "0" for all the other customers". tip!

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  1. Save this spreadsheet as a CSV file.

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Using the customer importer tool

  1. Open the import tool from Customers > Import customers (beta).

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  1. On the home screen of the importer, select Create New.

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  1. Click on Choose File and retrieve the CSV import file you created earlier. Select Yes to indicate that the file has a header and click on Upload & Start Mapping.

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  1. For each column, click on Select field to map the information to import. Select Full Name for the Customer name column and Loyalty points for the New loyalty point balance column.

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Tip: use the search field to find the Loyalty points option in the list

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  1. Once your fields are mapped, select the field by which existing customers will be identified for update. Under Match existing customers by, select Full Name (this should be the only available option given the fields you mapped).

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  1. After verifying all the options you selected, click on Confirm Mapping.

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  1. On the next screen, you will see a count of customers that will be updated. Make sure that this number corresponds to what you are expecting from what you counted on your spreadsheet at step 8. If the customer updates count is accurate, click on Start Import.

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Note: If the customer updates count is lower than what you are expecting and you proceed to the import nonetheless, customers that could not be mapped may create duplicate entries in your customer database.

This is why it is important with this method to check the number of customer updates on this screen compared to what you counted on your import file.

  1. The import will start and you will be able to see the progress on the next screen.

Note: when importing large amount of customers or if your account was recently used to handle a lot of data (sales, reports, stocktaking for example), the customer update will take more than 1h.

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  1. Once the import is complete, you will be presented with a summary of customers who have been updated, skipped or failed. It is recommended that you download the job report, for your records of what changes were made to customers’ information and also to provide to Erply support should you encounter any issue.

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