Use Adjust points to correct a balance, give goodwill points after a problem, or reward a group of customers. It's in the Customer Marketing card at the bottom of the Rewards v2 step in Community › Settings › Points.
How do I adjust points?
Click Adjust points.
Audience: choose who to pick from: Everyone in loyalty, All app users, Active customers, Lapsed customers or App installed, no activity. The number beside each shows how many customers it includes.
Apply to: choose Entire segment to adjust everyone in the audience, or Choose specific people to tick customers one by one. Use the search box to find someone by name, email or phone, or tick Select all shown. Each customer's current balance shows under their name.
Points (+ add / − remove): enter a positive number to add points, or a negative number such as −50 to remove them.
Reason (shown to customer): for example "Goodwill credit", "Apology" or "Correction".
Click Apply. The button shows the amount, for example Apply +50 Points.
What happens after I adjust points?
The customer's available balance changes straight away.
The customer sees it as an Adjustment in their activity, with the reason you entered.
Points you add also count towards the customer's status and tier progress.
Click Cancel to close without changing anything.