A cashier rings up an in-store sale before scanning the loyalty card. An online order lands on the wrong profile. Someone checks out as a guest and asks for their points the next day. All three end the same way: a customer who bought something and did not get their points.
You fix it from Shopify. Change the customer on the order, and the loyalty points move to the new customer on their own. You do not need to open JeriCommerce or adjust any balance by hand.
Reassign an Order¶
Open the order¶
In Shopify admin, go to Orders and open the order you want to fix.
Remove the current customer¶
If the order already has a customer, you need to take them off first. In the Customer card on the right, click the ... button and choose Remove customer.
Skip this step only if the Customer card already shows a search field instead of a customer name. Guest checkouts usually still have a customer attached, because Shopify creates a profile from the email given at checkout, so check the card rather than assuming.
Assign the right customer¶
The Customer card now shows a search field. Look up the customer by name or email, or click Add new customer if they do not exist in your store yet.
Let JeriCommerce catch up¶
Give it a couple of minutes. The points leave the old customer and land on the new one automatically.
If the Shopify customer was first enrolled through an email-only path and is missing a Shopify link in JeriCommerce, the order update can now match them by email and repair that link automatically.
You can check the result without leaving Shopify. The Loyalty Points block on the order shows the new point total, and the loyalty blocks on the customer profile show the updated balance. See Loyalty Points on Shopify Orders and Loyalty in the Shopify Customer Profile.
What Moves and What Stays¶
| Item | What happens |
|---|---|
| Purchase points | Move to the new customer |
| Points removed by refunds or returns | Move with the order |
| Points boost applied to the purchase | Rebuilt for the new customer, same boost |
| VIP tier | Recalculated for both customers |
| Rewards and coupons already claimed | Stay with the customer who claimed them |
| Points history | Kept for both customers, nothing is deleted |
Nothing is erased. The old customer keeps their full activity history, and JeriCommerce adds a correction entry showing the points that left with the order. If your team later needs to explain a balance change, the trail is there.
It Takes a Couple of Minutes¶
The move happens in the background, so the two customers do not update at the exact same second.
This matters most when you move an order from one customer to another, because that is genuinely two changes. Remove customer leaves the order unassigned, and only then do you attach the new one. JeriCommerce reacts to each change as it arrives, so for a short moment the points have already left the first customer and have not landed on the second one yet.
A brand new Shopify customer also needs a few minutes to reach JeriCommerce before points can be assigned to them. If you create the customer and reassign the order in the same breath, the points arrive shortly after, once the customer finishes synchronizing.
Only Paid Orders Move Points¶
Draft orders, unpaid orders, and orders that were never eligible for points do not carry anything to move. Reassigning them changes the customer in Shopify but leaves loyalty untouched.
Once the order is paid, the usual rules from Credit Points for Purchases decide how many points it is worth, and those are the points that travel.
Rewards and Coupons Stay Put¶
If the first customer redeemed a reward or used a coupon on that order, the reward and the coupon stay with them. Only the purchase points move.
Example: Marc redeems a 100 point reward for €10 off and uses it on order #1032. You later discover the order belongs to Laura and reassign it. Laura receives the purchase points from the order. Marc keeps the reward he claimed, and the coupon stays marked as used on his profile.
This is on purpose. The reward was earned and claimed by Marc, so moving it to someone else would take away something he paid points for.
A Balance Never Goes Below Zero¶
If the first customer already spent the points from that order, JeriCommerce cannot take them back twice.
Example: Marc earns 15 points from order #1032 and spends all 15 on a reward two days later. His balance is 0. You then reassign order #1032 to Laura. Marc's balance stays at 0 instead of dropping to -15, and Laura receives her 15 points as normal.
Reassigning an Older Order and VIP Tiers¶
This is the part worth reading twice, because a three month old order does not behave the way most people expect.
Both customers get their VIP tier recalculated after the change, so a tier can update a short while after the points move. What the recalculation counts depends on which kind of tier your program uses.
If your tiers are based on money spent¶
The order keeps its original date. The spend counts toward the cycle the purchase actually happened in.
If your tiers are based on points¶
The correction counts on the day JeriCommerce records it, not the day of the original order. Points tier progress is measured by when the point activity was recorded, so a late correction lands in the current cycle.
An example of the difference¶
Your program uses calendar year tier cycles. On 19 August 2026, you reassign a €300 order from 10 December 2025 to Laura.
| Tier type | What Laura gets |
|---|---|
| Based on money spent | The €300 counts toward the 2025 cycle, using the December date. That cycle is closed, so her current tier does not move. |
| Based on points | The points are recorded on 19 August 2026, so they count toward her 2026 cycle and can lift her current tier. |
The same logic applies in reverse to the customer who loses the order. With points based tiers, the correction is recorded today, so it comes off their current cycle even if they originally earned those points in an earlier one.
For more on how each method counts, see Calculating Tier Points and Status Assignment.
Orders Imported From Another System¶
If an order was imported and never generated points in JeriCommerce, there is nothing to move. Reassigning it changes the customer, and the loyalty side moves with 0 points.
When the customer should still be credited for that purchase, add the points by hand from Increase and Decrease Balance.
Deleted Customers Come Back as Someone New¶
JeriCommerce recognizes customers by their Shopify customer ID, not by their email address.
If you delete a customer in Shopify and create them again with the same email, Shopify gives them a new ID, so JeriCommerce treats them as a different person. Their old points do not follow. When you need to keep someone's history, edit the existing customer instead of deleting and recreating them.
Everything Else You Edit Is Safe¶
Changing tags, notes, shipping details, or fulfillment status on an order does not touch loyalty. Only the customer on the order decides who owns the points.