# Adjust a patient's points or wallet credit

> To adjust a patient's points or wallet credit in Velarya, open their profile in Clients and select Adjust next to Rewards or Wallet. Choose to add or remove, enter the amount and a reason, then select Update Rewards or Update Balance. The profile shows the new balance at once, and the patient app shows it when the patient refreshes.

- Source: https://velarya.com/help/adjust-a-patients-points-or-wallet-credit
- Who can do this: Admins and roles with Wallet, points & credits set to Adjust
- Plans: Basic, Scale, Branded, Connected
- Time: 2 minutes
- Last verified: 2026-10-01

## Before you begin

- The patient has a profile in Clients.
- To charge a wallet top-up to a card, the patient has a card saved on their profile.

## Add or remove a patient's points

The **Adjust Reward Points** dialog on a patient's profile adds Velarya points to their balance or takes points off it. Use it to thank a patient for a long wait or to correct points given by mistake.

1. Open the patient's profile from **Clients** in the left sidebar. [How patient profiles work](https://velarya.com/help/how-patient-profiles-work) shows what else is on the profile.
2. Select **Adjust** next to **Rewards** in the totals at the top of the profile. The **Adjust Reward Points** dialog opens.

![Patient profile totals with Wallet at $350.00 and Rewards at 100 pts, the Rewards total and its Adjust link outlined](https://velarya.com/assets/help/adjust-a-patients-points-or-wallet-credit/profile-totals-942c1523.webp)

3. Choose **Manually Add Reward Points** in **Points Action** to add points, or **Manually Redeem Points** to take points off.
4. Enter a whole number of points in **Points Value**.
5. Enter the reason in **Internal Reference**, such as "Goodwill for a delayed appointment".
6. Select **Update Rewards**. The dialog closes, "Rewards updated successfully" appears, and **Rewards** shows the new balance.

![Adjust Reward Points dialog adding 250 points with an Internal Reference, the Update Rewards button outlined](https://velarya.com/assets/help/adjust-a-patients-points-or-wallet-credit/adjust-reward-points-daf15739.webp)

Points you add are worth the same as points a patient earns: 100 points turn into $1.00 of wallet credit when the patient redeems them.

| Balance before | Points Action | Points Value | Balance after | Worth in wallet credit |
|---|---|---|---|---|
| 100 points | **Manually Add Reward Points** | 250 | 350 points | $3.50 |
| 1,200 points | **Manually Redeem Points** | 200 | 1,000 points | $10.00 |
| 150 points | **Manually Redeem Points** | 300 | 150 points: Velarya refuses the change | $1.50 |

## Add or deduct wallet credit

The **Adjust Wallet Balance** dialog adds dollars to a patient's Velarya wallet or takes dollars out of it. To apply credit to a sale at your front desk, see [Redeem a voucher at checkout](https://velarya.com/help/redeem-a-voucher-at-checkout).

1. Select **Adjust** next to **Wallet** on the patient's profile. The **Adjust Wallet Balance** dialog opens.
2. Choose a **Transaction Type**:
   - **Add Credit (Deposit)**: adds credit to the wallet.
   - **Deduct Credit (Purchase)**: takes credit out for something the patient bought. **History** reads "You debited this customer…".
   - **Admin Adjustment**: takes credit out to correct a balance. **History** reads "Admin deducted…".

![Adjust Wallet Balance with the Transaction Type list open: Add Credit (Deposit), Deduct Credit (Purchase), Admin Adjustment](https://velarya.com/assets/help/adjust-a-patients-points-or-wallet-credit/wallet-transaction-types-f7a8776e.webp)

3. Choose a **Source** when you add credit: **Manual (Cash/Other)** adds the credit without charging a card, and a saved card, shown by its brand and last four digits, is charged the amount first.

![Adjust Wallet Balance adding $25.00 of credit with the Source field outlined and an Internal Reference entered](https://velarya.com/assets/help/adjust-a-patients-points-or-wallet-credit/adjust-wallet-balance-c84181ed.webp)

4. Enter the amount in **Amount ($)**, to the cent.
5. Enter the reason in **Internal Reference**.
6. Select **Update Balance**. "Balance updated successfully" appears, and **Wallet** shows the new balance.

| Wallet before | Transaction Type | Amount ($) | Wallet after |
|---|---|---|---|
| $350.00 | **Add Credit (Deposit)** | 25.00 | $375.00 |
| $375.00 | **Admin Adjustment** | 40.00 | $335.00 |
| $20.00 | **Deduct Credit (Purchase)** | 30.00 | $20.00: Velarya refuses the change |

## What do patients see?

Patients see an adjustment in the patient app when they go to **Home** or the **Rewards** tab, or pull down to refresh.

- A points adjustment changes the total on the points card on **Home** and on the **Rewards** tab, with its rewards value in dollars. **View Activity** lists the change under **Points & Rewards**, such as +250 pts.
- A wallet adjustment changes the **Available balance** on the **Rewards** tab and the wallet balance they can use when they pay for a booking. **View Activity** lists the change under **Transactions**, such as +$25.00, and a top-up charged to their card also shows there as its payment.

The Internal Reference stays with your team. For how patients earn, redeem and spend, see [How points work](https://velarya.com/help/how-points-work).

## Where is each adjustment recorded?

Velarya records every points and wallet adjustment on the patient's record, with its date and amount.

- Points adjustments appear in the **Point Ledger** at the bottom of **Organization settings** > **Rewards Program**, newest first, under the location the staff member was working in when they made them. Each is its own Manual Credit or Manual Deduction row with the signed points and the reason your staff member entered. The ledger opens on the location you are working in, and its location menu switches to another location you work at, or to **All locations** for admins. Patient names in it follow your role's **Client name visibility**. For how the ledger works, see [Set up points earning](https://velarya.com/help/set-up-points-earning).
- Wallet adjustments appear on the patient's **History** tab, in lines such as "You credited this customer $25.00 in store credit.", "You debited this customer $30.00 from store credit." and "Admin deducted $40.00 from this customer's wallet."

To see which staff member made an adjustment, open **Organization settings** > **Audit Log**, which lists each one with the name of the person who made it. The **Audit Log** opens for Admins and for roles with **HIPAA audit trail viewer** turned on.

## How do points and wallet adjustments behave?

Velarya applies each points or wallet adjustment to the patient's one balance at once, and refuses any change that would take a balance below zero.

| Situation | What Velarya does |
|---|---|
| You add points | Adds them to the balance the patient redeems in the app, worth $0.01 each |
| You choose **Manually Redeem Points** | Takes the points off the balance; the patient's wallet stays the same |
| You remove more points than the patient holds | Refuses the change, so a points balance never goes below 0 |
| You deduct more credit than the wallet holds | Refuses the change, so a wallet never goes below $0.00 |
| You add credit from a saved card | Charges the card first, records the payment as a sale in **Transactions**, and adds the credit once the charge succeeds |
| Your practice has several locations | Applies the change to the patient's one balance, which every location sees |
| Your practice issues ZATCA e-invoices | Adds the credit as **Promotional credit (no payment taken)** and applies it as a discount when the patient spends it |
| Two profiles of one patient are merged | Adds their points and wallet credit together, with the history of both, as [Merge duplicate patients](https://velarya.com/help/merge-duplicate-patients) shows |

## If something goes wrong

**The Adjust links don't appear next to Wallet or Rewards.** Your role holds **Wallet, points & credits** at View at the location you are working in. Ask an Admin to give you a role with **Wallet, points & credits** set to Adjust; see [Loyalty roles and permissions](https://velarya.com/help/loyalty-roles-and-permissions).

**Wallet and Rewards aren't on the profile at all.** Your role has no **Wallet, points & credits** permission at the location you are working in. Ask an Admin to give you a role with it set to View or Adjust there.

**Update Rewards or Update Balance stays greyed out.** Enter a number in **Points Value** or **Amount ($)** first.

**"Insufficient points for this deduction."** The patient has fewer points than you entered. Check the balance next to **Rewards** and remove that many points or fewer.

**"Insufficient wallet balance for this deduction."** The wallet holds less than the amount you entered. Check the balance next to **Wallet** and deduct that amount or less.

**A card top-up fails.** The message names the reason: "Card declined.", "Card expired.", "Insufficient funds.", "Incorrect CVC." or "Processing error. Try again." The patient isn't charged and no credit is added. Choose another saved card, or ask the patient for a new one.

**A patient's card isn't in the Source list.** The **Source** list shows every card saved on the patient's profile. To charge a new card, add it under **Stored Methods** on their **Memberships & Wallet** tab, then select **Adjust** again.

## Frequently asked questions

### Can I undo a points or wallet adjustment in Velarya?

Yes. Velarya keeps every adjustment on the record, so you reverse one with an equal adjustment the other way. Points you added come off with Manually Redeem Points, and points you removed go back with Manually Add Reward Points. Credit you added comes off with Admin Adjustment, and credit you deducted goes back with Add Credit (Deposit) from Manual (Cash/Other). To undo a card top-up, refund its sale in Transactions.

### Who can adjust a patient's points or wallet balance?

Admins and Location Managers, by default. Both built-in roles hold Wallet, points & credits at Adjust, which shows Adjust next to Wallet and Rewards on a patient's profile. Front Desk holds it at View and sees both balances without Adjust. To let the front desk adjust, duplicate Front Desk in Roles & Permissions, set Wallet, points & credits to Adjust on the copy, and give the copy to those staff members in Staff Directory.

### Should I give points or wallet credit as a goodwill gesture?

Either works; the difference is one step for the patient. Wallet credit is ready to spend at once: the patient can use it when they book in the app, and your team can apply it at checkout. Points join the patient's balance and become wallet credit when the patient redeems them in the app, at 100 points to $1.00, so 500 points are worth $5.00.

### Can a patient see why their balance changed?

Patients see what changed and when, and the reason stays with your team. Activity in the patient app lists each change with its date and amount, under Points & Rewards for points, such as +250 pts, and under Transactions for wallet credit, such as +$25.00. Their new balance shows on Home and the Rewards tab. The Internal Reference you type is for your team only.