> For the complete documentation index, see [llms.txt](https://docs.roadmap.so/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.roadmap.so/loyalty-and-rewards/customer-management/understanding-a-customers-loyalty-timeline.md).

# Understanding a customer's loyalty timeline

Read a customer's loyalty timeline: earnings, spendings, admin actions, and the exact reasons an order or review didn't award points.

Every loyalty profile in **Manage Customers** has a **Timeline**. Use it to explain a customer’s points balance and loyalty activity.

#### What gets logged

The timeline can record events from when the customer enters Shopify. This includes non-awarded events before loyalty membership begins.

It records:

* Earnings from every rule that awards points.
* Spendings, including the code and acting user.
* Admin adjustments, redemptions, and membership changes.
* **Not Awarded** events and their reason.
* Personal loyalty pauses and resumptions for B2B company members.

Filter with **All**, **Earnings**, **Spendings**, and **Not Awarded**.

#### Why points were not awarded

**Not Awarded** events explain how earning conditions affected an order or review.

Every order assessed by an active **Place an order** rule produces one entry, either **Earned** or **Not Awarded**. An order is never left without an entry, even when nothing was earned.

Common notes include:

* `All items in this order were ineligible for points based on your earning rule filters`
* `Some items were discounted and excluded from earning`
* `Review points not awarded — Customer has not purchased the reviewed product`
* `The gift card in this order was discounted. Your Place an order rule excludes discounted items from earning, and this applies to gift cards too.`
* `Gift cards do not earn points for the purchaser under your gift card setting.`

An **Earned** entry can also carry a note about what was left out, for example `A discounted gift card in this order was excluded from earning.` See [Who earns points on Shopify gift cards](/loyalty-and-rewards/points-and-ways-to-earn/who-earns-points-on-shopify-gift-cards.md) for the full set of gift card outcomes.

Check the timeline before treating missing points as an issue. Most entries identify the matching earning condition.

#### Membership History

**Membership History** records membership start-date changes and tier changes.

#### Related guides

* [Manage loyalty customers](/loyalty-and-rewards/customer-management/manage-loyalty-customers.md)
* [Award points for placing an order](/loyalty-and-rewards/points-and-ways-to-earn/award-points-for-placing-an-order.md)
* [Who earns points on Shopify gift cards](/loyalty-and-rewards/points-and-ways-to-earn/who-earns-points-on-shopify-gift-cards.md)
* [Customers not earning loyalty points](/loyalty-and-rewards/troubleshooting/customers-not-earning-loyalty-points.md)


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