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Credits Report Documentation

Menu Location: Reports > Credits > Credits Reports

Access Level: Manager and above

Last Updated: 2026-03-01

Overview

The Credits Report page provides comprehensive analytics on account credit activity, including credits given to customers, credits used on orders, and credit expiration tracking. This powerful reporting tool helps you track promotional credits, refunds, and customer account balances over time.

Primary Functions:

  • Track credits given to customer accounts
  • Monitor credits used on orders
  • Filter credits by amount, date range, and type
  • Search credits by note/reason
  • View credit transaction details
  • Export credit data to CSV
  • Analyze refund and promotional credit patterns

Page Layout

Header Section

  • Page Title: "Payments \ Credits"
  • Subtitle: Contextual based on filters applied

Filter/Search Form

Comprehensive filtering options to narrow down credit transactions:

  • Text search in notes
  • Credit type selection (given vs used)
  • Amount range filters
  • Status filters
  • Date range selector

Results Table

Data table showing all credit transactions matching current filters with sortable columns

Total credit amount for displayed results

Credit Types

Credit Given (Type 2)

Purpose: Credits added to customer accounts

Common reasons:

  • Refund for damaged/missing products
  • Promotional credit campaigns
  • Customer service recovery
  • Seasonal promotions
  • Referral rewards
  • Subscription pause credits
  • Billing corrections

Characteristics:

  • Increases customer account balance
  • Order ID = 0 (not tied to specific order)
  • Appears as positive balance on customer account
  • Can be used on future orders
  • May have expiration date

Example scenarios:

  • Customer received damaged produce: +$15 credit
  • Summer promotion: +$10 credit for all VIP customers
  • Apology for delivery delay: +$20 credit
  • Refer-a-friend reward: +$25 credit

Credit Used (Type 333)

Purpose: Credits applied to customer orders

When used:

  • Customer has account credit balance
  • Order is placed and needs payment
  • System automatically applies available credit
  • Manual credit application by admin

Characteristics:

  • Decreases customer account balance
  • Has specific order ID (cust_order_id > 0)
  • Reduces order payment amount
  • Shows which order used the credit
  • Cannot be reversed (credit is consumed)

Flow:

  1. Customer has $20 credit balance
  2. Customer places $50 order
  3. System applies $20 credit
  4. Customer pays $30
  5. Credit balance = $0

Credit Card Transactions

For credit card payments (not account credits)

Other Payment Types

  • Debit
  • Check
  • Invoice

Filter Options

Text Search in Notes

Purpose: Find credits by reason/description

How to use:

  1. Enter search term in "Text to find in 'notes'" field
  2. Search is case-insensitive
  3. Partial matches included
  4. Click "Search" button

Example searches:

  • "damaged" - find all refunds for damaged products
  • "promotion" - find promotional credits
  • "summer" - find specific campaign credits
  • "tomatoes" - find credits related to tomato issues

Credit Type Selection

Credit Given:

  • Shows credits added to accounts
  • Amount range: Lowest/Highest credit amount
  • Focuses on money added to customer balances

Credit Used:

  • Shows credits applied to orders
  • Amount range: Lowest/Highest credit used
  • Focuses on how credits were spent

Other Types:

  • Credit Card
  • Debit
  • Check
  • Invoice

Amount Range Filters

For Credit Given:

  • Lowest Credit Amount: Minimum credit amount to show
  • Highest Credit Amount: Maximum credit amount to show

For Credit Used:

  • Lowest Credit Amount: Minimum credit used to show
  • Highest Credit Amount: Maximum credit used to show

Use cases:

  • Find all credits over $50 (large refunds)
  • Find all credits under $10 (small adjustments)
  • Find credits between $20-$30 (specific promotion amount)

Payment Status Filter

All Statuses:

  • Shows every transaction regardless of status
  • Default view
  • Most comprehensive

Payment Pending:

  • Credits scheduled but not yet applied
  • Awaiting processing
  • Can be cancelled if needed

Payment Failed:

  • Credit transactions that didn't complete
  • Technical issues
  • Requires investigation

Payment Complete:

  • Successfully processed credits
  • Most common status for analysis
  • Confirmed transactions

Payment Cancelled:

  • Credits that were cancelled
  • Administrative reversals
  • Shows in report for audit trail

Uncollectable Debt:

  • Special status for write-offs
  • Not typically used for credits
  • Accounting purposes

Date Range

Purpose: Filter credits by when they were created/updated

Date inputs:

  • Start Date: Beginning of range
  • End Date: End of range
  • Default: Last 3 weeks if not specified

How to use:

  1. Click date field to open calendar
  2. Select start date
  3. Select end date
  4. Click "Search"

Common ranges:

  • Last week: Check recent credit activity
  • Last month: Monthly credit analysis
  • Specific campaign: Campaign start to end date
  • Quarter: 3-month period for reporting

Results Table

Column Descriptions

ID:

  • Unique transaction identifier
  • Reference number for this credit
  • Use when contacting support

Type:

  • Credit Given, Credit Used, etc.
  • Payment method type
  • Filtered by selection above

Status:

  • Pending, Complete, Failed, etc.
  • Transaction processing status
  • Indicates if credit was successful

Order ID:

  • 0 = Credit given to account (not order-specific)
  • Number = Credit used on specific order
  • Click to view order details

Customer:

  • Customer account ID
  • Clickable link to customer detail page
  • Shows who received/used credit

Amount:

  • Dollar value of credit
  • Right-aligned for easy scanning
  • Positive number (direction shown by Type)

Created:

  • When transaction was created
  • Original timestamp
  • Date and time displayed

Updated:

  • When transaction was last modified
  • Status change timestamp
  • Usually same as created for credits

Note:

  • Reason for credit
  • Admin-entered description
  • Searchable field for finding credits

Export Functionality

CSV Export

Purpose: Download credit data for external analysis

How to export:

  1. Apply desired filters
  2. Click "CSV" button above table
  3. File downloads to your computer
  4. Open in Excel, Google Sheets, etc.

What's included:

  • All columns from table
  • All rows matching current filters
  • Headers for easy identification

Use cases:

  • Monthly credit reports for accounting
  • Promotional campaign analysis
  • Customer service performance metrics
  • Refund pattern analysis
  • Budget planning and forecasting

Tips:

  • Filter before exporting for focused data
  • Export monthly for record keeping
  • Use pivot tables in Excel for analysis
  • Compare month-over-month trends

Common Use Cases

Use Case 1: Monthly Credit Analysis

Goal: Review all credits given in the past month

Steps:

  1. Open Credits Report page
  2. Select "Credit Given" type
  3. Set date range to last month (e.g., Jan 1 - Jan 31)
  4. Leave status as "All"
  5. Click "Search"
  6. Review results for patterns
  7. Note total amount at bottom
  8. Export to CSV for record keeping
  9. Create summary report for management

Analysis points:

  • Total credits given this month
  • Average credit amount
  • Most common reasons (search notes)
  • Top customers receiving credits
  • Compare to previous months

Example findings:

  • "$2,450 in credits given this month"
  • "Average credit: $18.50"
  • "Most common: damaged produce refunds"
  • "30% increase vs last month - investigate"

Use Case 2: Track Promotion Campaign Credits

Goal: Measure cost of specific promotional campaign

Steps:

  1. Note promotion code or campaign name
  2. Open Credits Report
  3. Select "Credit Given"
  4. Enter campaign name in notes search (e.g., "SUMMER2026")
  5. Set date range to campaign period
  6. Click "Search"
  7. Review all matching credits
  8. Note total amount at bottom
  9. Export for campaign ROI analysis

Metrics to calculate:

  • Total promotion cost (credits given)
  • Number of customers who received credit
  • Average credit per customer
  • How many credits have been used (separate search)
  • Remaining unused credits (liability)
  • ROI: revenue from promotion vs credit cost

Example:

  • "SUMMER2026 promotion"
  • "500 customers × $10 = $5,000 credits given"
  • "325 credits used so far = $3,250"
  • "$1,750 in unused credits (may expire)"

Use Case 3: Customer Service Credit Audit

Goal: Review refunds/credits given for quality issues

Steps:

  1. Open Credits Report
  2. Select "Credit Given"
  3. Search notes for "damaged" or "missing" or "quality"
  4. Set date range to quarter
  5. Click "Search"
  6. Review each credit amount and reason
  7. Look for patterns:
    • Specific products with frequent issues?
    • Particular time periods with more problems?
    • Certain customers with repeated issues?
  8. Document findings
  9. Share with operations/fulfillment team

What to look for:

  • Repeated product quality issues
  • Seasonal patterns (summer = more produce damage?)
  • Shipping damage vs product quality
  • High-frequency customers (abuse?)
  • Total cost of quality issues

Action items:

  • Address recurring product issues
  • Improve packaging for damage-prone items
  • Review quality control processes
  • Consider supplier changes if needed

Use Case 4: Finding Large Credits

Goal: Review all credits over $50 for approval/audit

Steps:

  1. Open Credits Report
  2. Select "Credit Given"
  3. Set "Lowest Credit Amount" to 50
  4. Leave "Highest" blank
  5. Set appropriate date range
  6. Click "Search"
  7. Review each large credit
  8. Verify approvals were obtained
  9. Check if credits were necessary
  10. Document for audit purposes

Audit questions:

  • Was manager approval obtained?
  • Was credit amount appropriate?
  • Is there documentation of issue?
  • Has customer had multiple large credits?
  • Could issue have been prevented?

Use Case 5: Credit Usage Analysis

Goal: See how customers are using their account credits

Steps:

  1. Open Credits Report
  2. Select "Credit Used" (333)
  3. Set date range to last month
  4. Click "Search"
  5. Review order IDs where credits were applied
  6. Compare to credits given in same period
  7. Calculate usage rate
  8. Identify unused credit liability

Metrics:

  • Credits given this month: $5,000
  • Credits used this month: $3,800
  • Usage rate: 76%
  • Unused liability: $1,200

Insights:

  • Are customers using credits quickly or hoarding?
  • Do credits expire before use?
  • Should you remind customers of credit balance?
  • What's typical usage timeframe?

Troubleshooting

No Results Showing

Symptoms:

  • Search returns "No events found"
  • Table is empty
  • Total amount = $0

Check:

  1. Verify date range includes credit activity
  2. Check if credit type selected has data
  3. Remove amount filters (may be too restrictive)
  4. Clear note search (may be too specific)
  5. Try "All" status instead of specific status
  6. Expand date range

Common Causes:

  • Date range doesn't include any credits
  • Filters too restrictive
  • No credits of selected type in period
  • Typo in note search

Wrong Total Amount Showing

Symptoms:

  • Total doesn't match expected
  • Numbers seem incorrect
  • Calculation appears wrong

Solutions:

  1. Verify all filters are set correctly
  2. Check if looking at Credit Given vs Credit Used
  3. Confirm date range is correct
  4. Check status filter (pending vs complete)
  5. Export to CSV and verify in spreadsheet

Common Causes:

  • Looking at wrong credit type
  • Including pending/failed transactions
  • Date range includes unexpected period

Export Not Working

Symptoms:

  • CSV button doesn't download
  • Export file is empty
  • Browser blocks download

Solutions:

  1. Check browser popup blocker settings
  2. Try different browser
  3. Refresh page and try again
  4. Check if filters return any results first
  5. Contact IT if persists

Common Causes:

  • Browser blocking downloads
  • No results to export
  • Browser extension interference

Dates Not Filtering Correctly

Symptoms:

  • Results include dates outside range
  • Date filter seems ignored
  • Wrong period showing

Check:

  1. Verify start date is before end date
  2. Check date format is correct (MM/DD/YYYY)
  3. Clear browser cache
  4. Re-enter dates manually
  5. Check time zone (dates include full day)

If Problem Persists: Contact administrator - may be database timezone issue

  • Credits Batches - Bulk credit distribution campaigns
  • Credits Leftover - Unused/expired credit analysis
  • Payment Transactions - All payment activity
  • Billing Reports - Comprehensive financial reports
  • Customer Detail - Individual customer credit balance

Typical Workflow:

  1. Create credit batch for promotion
  2. Credits given to customers
  3. Use Credits Report to track giving
  4. Monitor credit usage over time
  5. Review leftover credits before expiration

Permissions & Access

Required Access Level: Manager or higher

Access Level Capabilities:

  • Manager: View reports, export data, analyze credits
  • Administrator: All Manager + create credit batches, policy settings
  • Kiva Admin: All features + database access, audit tools

Restricted Features:

  • Bulk Credit Creation: Requires Administrator
  • Credit Policy Settings: Requires Administrator
  • Database Queries: Requires Kiva Admin

Best Practices

Daily Operations

  1. Monitor large credits (over $50) daily
  2. Verify notes are entered for all credits
  3. Check pending credits resolve within 24 hours
  4. Respond to failed credit transactions

Weekly Review

  1. Calculate total credits given for week
  2. Compare to previous week
  3. Identify any unusual patterns
  4. Review customer service credit reasons

Monthly Analysis

  1. Generate comprehensive monthly report
  2. Calculate total credits given and used
  3. Identify top reasons for credits
  4. Review unused credit liability
  5. Export data for accounting
  6. Compare month-over-month trends

Quarterly Audit

  1. Review all large credits (over $50)
  2. Verify manager approvals
  3. Analyze credit patterns by reason
  4. Assess credit policy effectiveness
  5. Identify process improvements

Things to Avoid

  • Don't ignore unusual credit patterns
  • Don't issue credits without documenting reason
  • Don't let failed transactions go unresolved
  • Don't skip monthly reconciliation
  • Don't ignore increasing credit trends
  • Don't forget to export for records

Quick Reference Card

Task Action/Location
View all credits given this month Select "Credit Given", set date range to current month
Find credits for damaged products Search notes for "damaged"
Track specific promotion Search notes for campaign code
See credits over $50 Set lowest amount to 50
Find customer service refunds Search notes for "refund" or "customer service"
Export monthly data Set filters, click CSV button
Check credit usage rate Compare Credit Given vs Credit Used totals
Audit large credits Filter amount >$50, review each note
Find promotional credits Search notes for "promo" or campaign name
View recent credits Set date to last 7 days

FAQs

What's the difference between Credit Given and Credit Used?

Credit Given adds money to customer accounts (increases balance). Credit Used applies existing credits to orders (decreases balance). Given increases liability, Used decreases it.

How do I know if customers are using their credits?

Run two reports: one for Credit Given and one for Credit Used in the same time period. Compare totals. If Given is much higher than Used, credits are accumulating (potential liability).

Can I see which specific order a credit was used on?

Yes! When filtering for "Credit Used", the Order ID column shows the specific order number. Click it to view order details.

Why do some credits show Order ID = 0?

Order ID 0 means the credit was given to the customer's account, not applied to a specific order yet. These are available credits the customer can use on future orders.

How long until credits expire?

Expiration varies by credit type and your business policy. Check Credits Leftover report for expiration tracking. Some credits never expire, others expire after 60-90 days.

Can I reverse a credit after it's given?

Credits can be adjusted through the customer's account page, but completed credit transactions appear in this report for audit purposes. Contact administrator for credit reversals.

What's a normal amount of credits to give per month?

Varies widely by business. Track your baseline over 3-6 months. Generally, credits should be under 5% of revenue. Higher may indicate operational issues. Lower is better.

How do I prevent credit abuse?

Monitor customers with frequent credits, require documentation/photos for refunds, set maximum credit limits per customer, review large credits for approval, track credit-to-revenue ratio per customer.

Should credits have expiration dates?

Yes, recommended. Expiring credits encourage usage, reduce long-term liability, and prevent accumulation. 60-90 days is typical. Clearly communicate expiration to customers.

Export monthly reports to CSV, then create trend analysis in Excel. Compare month-over-month totals, track by category/reason, and visualize with charts.

End of Documentation

For additional help, contact your system administrator or Kiva Logic support.