# Looking after your members

The **Members** screen finds any customer in your programme by email address or customer reference and shows their balance, their points history and the reward codes they hold. From there you can add or take away points with a reason the customer will see, or cancel a reward they have not used.

## Finding a customer

Open **Members** and type into **Email address or customer reference**, then press **Search**. **Show everyone** lists every member. Open a customer to see their record: their balance, every points movement with its reason, and the codes they hold.

Every look at a customer's record is written down, as your data agreement with us promises.

## Adding or taking away points

On a customer's record, enter **Points** (a negative number takes points away) and **Reason the shopper will see**. Press **Review this change**: you are shown the balance before and after. **Yes, apply it** makes the change; pressing it twice changes the balance once.

## Cancelling a reward

A reward a customer redeemed is a discount code. If they have not used it, **Cancel this reward** switches the code off at Shopify and gives the points back. A code already used at checkout cannot be cancelled: the customer has had the discount. If Shopify cannot be reached, nothing changes and the page says so; try again in a moment.

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Page: https://matrixrewards.co.uk/help/members