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This page shows how to find a customer in Members and what each of their tabs tells you. It also shows how to block or delete a customer and how to adjust their balance. You need access to Members to see it in the menu.

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Search for the customer

Members calls customers members, so you’ll see Member ID and Search for member on screen. They mean the same thing.
  1. Go to Member management → Members. The page that opens is called Membership.
  2. Under Search by, pick the kind of value you’ll type, such as Email for an email address. The list can include Member ID, Email, Phone, Personal ID and LoyaltyCardId, depending on how your portal is set up. The portal remembers your last choice.
  3. Type the whole value in the search field. The search only finds an exact match, so part of an email address or phone number finds nothing.
  4. Select Search.
If one customer matches, their page opens straight away. If more than one matches, you get a list. Select the customer you want. If nobody matches, you see No result. 10 last searches, under the search, lists the last 10 customers your own searches found. Nobody else sees your list. Names, phone numbers and email addresses are partly hidden. To see them in full, select the eye icon next to 10 last searches. Select a row to open that customer. The Membership page, with the member ID 344067 typed in the search field, the Search by list open on Member ID, Email, Phone and LoyaltyCardId, and the Search button beside it. Below, 10 last searches with its eye icon shows its top row: the customer's name, phone and email partly hidden, and member ID 344067. The image ends below that row. The Membership page, with Search by open

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Read the top of the customer’s page

The top of the page shows the customer’s member ID and name. The ID is green when the membership is active and red when it’s blocked. You might also see one of these labels next to the name: Below the name are the customer’s tabs. They are Overview, Credit statements, Receipts, Coupons, Games and App payments. A tab only shows if your portal has that part set up. For example, there’s no Games tab without games. To look up someone else without going back, select the magnifying glass at the top right of the page. Search for member opens, with the same search and your last searches. A customer's page on the Overview tab. At the top, the member ID 344067 in green and the name John Doe, with a … button on the right. Below them, the tabs Overview, Credit statements, Receipts, Coupons, Games and App payments, with Overview selected, and a magnifying glass at the far right. Member info lists first and last name, gender, email, phone, date of birth, age, country, region, city and ZIP code on the left, and address lines, local cooperatives, selected store, join date, loyalty program tier, nationality, metadata, deceased, home telephone, membership fee paid and last transaction on the right, with Edit at the top. Below, Agreements lists the consents emails, set to No, and terms_and_conditions, set to Yes, each with its version and a Read the version link. A customer’s Overview tab

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Check their details on Overview

Overview is the first tab. It’s a set of panels, and a panel only shows if your portal has that part set up. If your organisation sends Lobyco its own customer data, a Custom Properties section shows it at the bottom of Member info. These are the same attributes you can use under Membership - Custom in Segment attributes. New values can take up to a day to reach segments. Some portals also have a Linked members panel, which lists customers linked to this one.

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Check their other tabs

Receipts, Coupons and Games start with the last month. To see other dates, change Start date and End date on Receipts, Valid from and Valid to on Coupons, or Started at and Finished at on Games. On Receipts, leave Start date empty to go back to the customer’s first purchase. On Coupons, a range of a few months loads faster than a longer one. On Receipts, select Show more at the bottom to load more receipts. Export on Credit statements and Receipts downloads the list. On Receipts, you choose the columns, and you get a .csv file. Credit statements, Coupons, Games and App payments also have filters, such as a type or a status, to narrow the list. On Coupons, the filters sit at the top of the columns. On Games, you can filter by Game name and Win status. Why isn’t a customer’s coupon working? explains every column on Coupons, and how to work out why a coupon didn’t apply.

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Block or unblock a customer

Block a membership to stop a customer using it, for example while you look into misuse. A blocked customer is signed out of the app on every device. They can’t pay with the membership, earn bonus or use bonus until you unblock them.
  1. Open the customer.
  2. Select … next to their name and choose Block membership.
  3. Under Add reason to block this member, say why you’re blocking it. You can’t block without a reason.
  4. Select Block.
The member ID turns red, and the Blocked label shows next to the name. To unblock, select … again and choose Unblock membership. Give a reason under Add reason to unblock this member, then select Unblock. The customer can use their membership again once they sign back in. A customer's page, with the member ID 344067 and the name John Doe at the top left. At the top right, the … button is selected and its menu is open, with Block membership and Delete. The Overview tab with Member info is below. The menu next to a customer’s name

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Delete a customer

Delete a customer when they ask to have their data removed. Only admin users with full access to Members can delete.
Deleting a customer can’t be undone.
  1. Open the customer.
  2. Select … next to their name and choose Delete.
  3. Under Add reason to delete this member, say why. You can’t delete without a reason.
  4. Select Delete.
The Deleted label shows next to the name. Lobyco replaces the customer’s personal details with anonymous ones. Their loyalty cards, change logs, links to other members and household memberships are removed. Their bonus accounts and statements stay. The customer is also signed out of the app on every device, and their app login is closed, so they can’t sign in with it again. You can still open a deleted customer by searching for their Member ID. Searching by their old email address or phone number finds nothing.

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Adjust a customer’s balance

Adjust a balance to add bonus a customer should have got, or to take back bonus they got by mistake. Adjust balance only shows on an active account, and only if your admin user is allowed to change balances. To get that permission, ask whoever manages admin user access in your organisation.
  1. Open the customer and go to Credit statements.
  2. Under Account details, select Adjust balance. The dialog shows the account’s Current balance.
  3. Fill in the fields.
  1. Select Continue. The fields lock so you can check them. To change something, select Go back.
  2. Select Approve.
You see Balance was adjusted. Select OK. The change shows in the account’s statement. You can’t undo an adjustment. To correct one, make another adjustment the other way. The Adjust balance dialog, open over a customer's Credit statements tab. Current balance reads 0,00 EUR. Below it, Chains and Stores sit side by side with OR between them, and the hint Choose either chains or stores, but not both simultaneously. Then Receipt ID, the choices Add to account and Remove from account, both unselected, Amount, Description, Sponsor and Transaction type, all empty. Cancel and a greyed-out Continue are at the bottom. The Adjust balance dialog, before anything is filled in

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Troubleshooting

Members only shows for admin users who have access to it. Ask whoever manages admin user access in your organisation.
Your access is limited to some customers, for example those of your own stores. The customer you searched for isn’t one of them.
The menu doesn’t show for a deleted customer. It also doesn’t show if your portal isn’t set up to block customers from Members.
Last modified on October 21, 2026