Understanding the points dashboard

Once you have set up your loyalty programme, your next question will inevitably be: where can I see what is actually happening? This article covers the two places in the CRM where points data lives — the patient profile for a quick per-patient snapshot, and the Rewards section for the full clinic-wide view — and walks through every field and action available to staff.

Where points data lives in the CRM

Points information is accessible from two separate areas:

• Client Profiles → patient profile — shows the current points balance for one patient at a glance, alongside their membership status, total spend, and Beauty Bank balance.
• App Builder → Rewards — contains the full three-tab interface for the clinic's loyalty programme: the reward catalogue, a per-patient points breakdown, and a clinic-wide transaction log.

For day-to-day enquiries (a patient asking "how many points do I have?"), the patient profile is the fastest route. For investigating history, spotting anomalies, or adjusting a balance, use the Rewards section.

Checking a patient's balance in their profile

1. Click Client Profiles in the left-hand menu under Core.
2. Find the patient using the search bar or by scrolling the list.
3. Click the patient's row to open their profile panel on the right.
4. In the profile panel, look for the Points card. It shows the patient's current balance as a whole number — for example, 250 pts.

This figure is their live balance: points earned minus points spent. It updates immediately after any transaction — a purchase, a reward redemption, or a manual adjustment.

tip

The patient profile is the fastest way to answer a patient's question at the front desk. You do not need to navigate away from the page you are already on — the balance is visible as soon as you click the patient's row.

The patient profile does not show a history of how that balance was built up. For the full transaction history, use the Rewards section described below.

The Rewards section: three tabs

Click App Builder in the left-hand menu under Tools, then click the Rewards tab.

The Rewards section has three tabs:

Tab	What it shows
Rewards	The catalogue of rewards you have created — images, point costs, types, and publish status
Patient Points	A card for every patient showing their current balance and a brief breakdown
Transactions	A chronological log of every point event across the whole clinic

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The Patient Points tab

The Patient Points tab displays one card per patient. Each card contains:

Header row

• The patient's full name (large, top left)
• Their email address (muted, below the name)
• Their Current Balance in points (large, top right, displayed in your clinic's primary colour) — for example, 250 pts
• The label Current Balance underneath in small muted text

Three-column summary row

Column	Colour	What it means
Total Earned	Green	The sum of all positive point events recorded for this patient since their account was created
Total Spent	Red	The sum of all points this patient has redeemed against rewards
Recent Activity	Neutral	The count of their most recent point transactions (last three events)

Recent Transactions section (appears below if the patient has any activity)

A small table labelled Recent Transactions lists the patient's most recent three point events. Each row shows:

• A description of the event — for example, "Purchase points" or "Reward redemption"
• The point change, coloured green for credits and red for debits — for example, +50 pts or −100 pts

tip

The Patient Points tab is useful for a periodic health check on your loyalty programme: scan for patients with high balances who have never redeemed, or patients with zero points despite regular visits (which may indicate a misconfigured earn rate).

The Transactions tab

The Transactions tab shows a single card titled All Point Transactions. This is the clinic-wide ledger — every point event that has ever been recorded, from every patient, in reverse chronological order (newest first).

Each entry in the list contains:

• Patient name — the first and last name of the patient the transaction belongs to
• Description — a short summary of what caused the transaction — for example, "Registration points", "Promotional bonus", or "Reward redemption"
• Date and time — the exact date and local time the transaction was recorded
• Points — the amount, coloured green for positive and red for negative — for example, +50 pts or −100 pts
• Type badge — a small label showing the system category of the transaction

Transaction type badges

Badge	What it means
earned	Points added automatically after a qualifying purchase
spent	Points deducted when a patient redeemed a reward
manual_add	Points added manually by a staff member using the Adjust Points tool
manual_remove	Points deducted manually by a staff member using the Adjust Points tool
referral	Points awarded because this patient successfully referred a new patient

The Transactions tab scrolls vertically. If your clinic has a large volume of activity, scroll down to view older entries.

tip

If a patient disputes their balance, the Transactions tab is the first place to look. Search for their name in the Patient Points tab to see their recent three events, then cross-reference with the Transactions tab to review the full history. The description field and type badge together give you enough detail to explain each movement.

How to manually adjust a patient's points balance

There are situations where you will need to correct or top up a patient's balance manually — a missed purchase, a goodwill gesture, or a correction after a system error. The Adjust Points tool handles all of these.

1. Go to App Builder → Rewards.
2. Click the Adjust Points button in the top-right corner of the page.
3. The Adjust Patient Points dialogue opens.
4. In the Patient dropdown, select the patient. Each option shows the patient's full name followed by their current balance — for example, Emily Clarke (150 pts). This lets you confirm you have the right person before proceeding.
5. In the Points (+/-) field, enter the amount to add or remove.
   • Enter a positive number to add points — for example, 50 adds 50 points.
   • Enter a negative number to remove points — for example, -25 removes 25 points.
   • The field accepts values between −1,000 and +1,000. If you need to adjust more than 1,000 points in a single action, perform two separate adjustments.
6. In the Reason field, type a brief explanation — for example, "Promotional bonus", "Missed purchase — 14 Feb visit", or "Correction after duplicate transaction".
7. Click Adjust Points. The button changes to Adjusting... while the request processes.
8. The patient's balance updates immediately. The adjustment appears in the Transactions tab with a type badge of manual_add or manual_remove, stamped with your reason.

warning

There is no undo button for manual adjustments. Double-check the patient name, the amount, and the sign (positive or negative) before clicking Adjust Points. If you make an error, you will need to perform a second adjustment to reverse it — and both entries will remain visible in the Transactions log permanently.

When would you need to manually adjust points?

The most common reasons are:

• A patient made a purchase that should have earned points, but the transaction was processed outside Glovora (by phone, for example, or through a previous system during migration).
• A goodwill gesture — for example, after an appointment complication or to reward a patient who submitted a particularly detailed review.
• Correcting a duplicate transaction where points were earned twice for the same purchase.
• Removing points that were awarded in error — for example, a test transaction processed against a live patient account.

Always fill in the Reason field honestly and specifically. If a dispute arises later, the reason text alongside the manual_add or manual_remove badge is the only record of why the adjustment was made.

What each field means

Patient (Adjust Points dialogue) The patient whose balance will be changed. Options display as First Last (X pts) so you can see the current balance before committing.

Points (+/) (Adjust Points dialogue) The number of points to add (positive) or remove (negative). The system accepts any integer between −1,000 and +1,000 per adjustment. The field validates that a number has been entered before allowing submission.

Reason (Adjust Points dialogue) A free-text description of why the adjustment is being made. This is required — the field will not submit blank. The reason text is stored against the transaction permanently and appears in the description column of the Transactions tab.

Current Balance (Patient Points tab) The patient's live, net points total — total earned minus total spent minus any manual removals, plus any manual additions. This is the same figure the patient sees in their app.

Total Earned (Patient Points tab) The lifetime cumulative total of all positive point events for this patient. Includes automatic purchase points, registration points, referral points, review points, and any manual additions.

Total Spent (Patient Points tab) The lifetime cumulative total of all points this patient has used to redeem rewards. Displayed as a positive number (the raw absolute value of the negative transactions).

Recent Activity (Patient Points tab) The count of the patient's most recent three point events. It is a count, not a sum — a value of 3 simply means there are at least three transactions to show in the Recent Transactions section below.

Type badge (Transactions tab) A label applied by the system to categorise each transaction. You cannot edit this — it is set automatically based on how the transaction was created. See the transaction type table above.

Common mistakes

Adjusting the wrong patient's points because both patients have similar names. The Patient dropdown in the Adjust Points dialogue shows the current balance alongside each name — for example, "Sarah Johnson (250 pts)" versus "Sarah Jones (80 pts)". Before clicking Adjust Points, confirm the balance shown matches what you expect for the patient you intend to adjust. If two patients have identical names, cross-reference their email address in Client Profiles first.

Entering a positive number when intending to remove points. If a patient's balance is 200 pts and you intend to deduct 50, you must type -50 — not 50. Entering 50 without a minus sign will add 50 points, bringing the total to 250. Both transactions will be visible in the log and you will need a second adjustment to correct the error.

Leaving the Reason field vague. Entries like "correction" or "adjustment" tell you nothing when you revisit the log three months later. Write specifically: "Manual correction — duplicate earn on 3 Mar invoice #8812". This protects you if a patient disputes the change and protects the clinic if your accounts team questions the activity.

Expecting the Transactions tab to be searchable or filterable. The Transactions tab shows a scrolling chronological list with no search box or date filter. If you are investigating a specific patient's history, open the Patient Points tab first and look at their Recent Transactions section — it shows the three most recent events immediately. For a deeper look at a single patient's full history, cross-reference by scanning the Transactions list for their name.

Assuming Total Earned and Total Spent indicate current balance. Current Balance = Total Earned − Total Spent. It is possible for a patient to have a Current Balance of 0 even with high Earned and Spent figures — they simply used everything they earned. Conversely, manual adjustments affect the balance but also affect Total Earned or Total Spent depending on the direction, so the three figures always reconcile correctly.