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Credits Batches Documentation

Menu Location: Reports > Financial > Credits Batches

Access Level: Administrator and above

Last Updated: 2026-03-01

Overview

The Credits Batches page tracks bulk account credit issuance events, allowing you to review, manage, and audit mass credit distributions to customer groups. This tool ensures transparency and accountability when issuing promotional credits, service recovery credits, or refunds to multiple customers simultaneously.

Primary Functions:

  • View history of bulk credit distributions
  • Track which admin issued which credit batch
  • Review recipients and amounts for each batch
  • Monitor total credits issued
  • Audit credit campaigns and promotions
  • Reverse or adjust credit batches if needed

Page Layout

Header Section

  • Date Range Filter: View batches by issue date
  • Admin User Filter: See batches by who issued them
  • Credit Type Filter: Promotional, Refund, Service Recovery, Adjustment
  • Search: Find specific batch by ID or reason

Main Content Area

List of credit batches with batch details, recipient count, total amount distributed, reason, and individual recipient breakdown.

Summary Panel

  • Total credits issued in period
  • Total customers affected
  • Average credit amount
  • Breakdown by credit type

Report Data & Columns

Column Description
Batch ID Unique batch identifier
Issue Date When credits were distributed
Issued By Admin who created batch
Credit Type Category (Promotional, Refund, etc.)
Reason Why credits were issued
Recipient Count Number of customers credited
Amount Per Customer Credit amount (if uniform)
Total Amount Sum of all credits in batch
Status Active, Reversed, Adjusted
View Details See individual recipients

Common Use Cases

Use Case 1: Review Recent Credit Campaign

Goal: Verify promotional credit batch distributed correctly

Steps:

  1. Filter to last 7 days
  2. Filter to "Promotional" credit type
  3. Locate relevant batch
  4. Click "View Details"
  5. Review recipient list
  6. Verify:
    • Correct customers included
    • Correct credit amount
    • Credits applied to accounts
  7. Spot-check a few customer accounts

Example: "Summer Sale $10 Credit" batch from June 1 shows 1,247 recipients, $12,470 total. Review confirms all active customers with email opt-in received credit as intended.

Use Case 2: Audit Service Recovery Credits

Goal: Track compensation credits for service issues

Steps:

  1. Filter to "Service Recovery" type
  2. Review batches from last month
  3. For each batch:
    • Note reason (delivery delay, quality issue, etc.)
    • Check amount (proportional to issue severity?)
    • Review recipient count
  4. Calculate total monthly service recovery cost
  5. Analyze patterns:
    • Recurring issues requiring systemic fix?
    • Excessive recovery costs?
    • Which admin issuing most (training need?)

Example: Month shows $4,500 in service recovery credits. Three batches for "Delivery Delays Route 5" totaling $2,200. Indicates systemic route issue needing operational fix, not just credits.

Use Case 3: Investigate Customer Credit Inquiry

Goal: Find when and why customer received specific credit

Steps:

  1. Customer asks: "Where did my $15 credit come from?"
  2. Search customer's account for credit transaction
  3. Note credit issue date
  4. Search batches for matching date
  5. Review batch reason
  6. Explain to customer

Example: Customer has $15 credit dated May 10. Credits Batches shows "Service Recovery - Missing Items May 9 Orders" batch. Explain: "You received $15 credit because your May 9 order was missing an item. Our apologies!"

Use Case 4: Reverse Incorrect Batch

Goal: Remove credits that were issued in error

Steps:

  1. Identify incorrect batch
  2. Click "View Details" to see all recipients
  3. Verify reversal is appropriate
  4. Click "Reverse Batch" button
  5. Confirm reversal
  6. System removes credits from all customer accounts
  7. Batch marked "Reversed"
  8. Document reason for reversal

Example: Accidentally issued $25 credits to wholesale customers instead of retail. Reverse batch immediately, issue corrected batch to proper customer segment.

WARNING: Only reverse recent batches customers haven't used. If customers already used credits, may need different approach.

Use Case 5: Monthly Credit Expense Reporting

Goal: Report total credit costs for accounting

Steps:

  1. Set date range to last month
  2. Review all batches
  3. Note total credits issued: $X
  4. Break down by type:
    • Promotional: $X
    • Service Recovery: $X
    • Refunds: $X
    • Adjustments: $X
  5. Export report
  6. Provide to accounting/finance team

Example: June 2026 Credit Report:

  • Promotional: $12,450 (summer sale)
  • Service Recovery: $4,100 (delivery issues)
  • Refunds: $2,300 (cancellations)
  • Total: $18,850

Troubleshooting

Batch Shows Completed But Customer Didn't Receive Credit

Check:

  1. Click "View Details" - is customer in recipient list?
  2. If yes: Check customer account credit balance
  3. Credit may have been applied then used immediately
  4. Review customer's transaction history
  5. If genuinely missing: Issue individual credit manually

Cannot Reverse Batch

Reasons:

  1. Batch older than reversal window (typically 30-90 days)
  2. Insufficient permissions
  3. Batch already partially reversed
  4. System protection (major impact)

Solution: Contact system administrator. May need individual adjustments instead of batch reversal.

Total Amount Doesn't Match Recipient Count × Amount

Explanation: Indicates variable credit amounts per customer (not uniform). Click "View Details" to see individual amounts - may be based on order value, tenure, or other factors.

Batch Not Appearing in List

Check:

  1. Expand date range
  2. Check filters (admin user, credit type)
  3. Batch may have failed to create (check system log)
  4. Search by batch ID if known
  • Credits Leftover - Unused customer credit balances
  • Credits Report - Individual credit transactions
  • Customer Detail - Individual customer credit balance
  • Billing Reports - Overall financial reporting

Permissions & Access

Required Access Level: Administrator or higher

Access Level Capabilities:

  • Administrator: View batches, create new batches, view details, export data
  • Kiva Admin: All Administrator + reverse batches, adjust batches, access full audit trail

Restricted Features:

  • Reverse Batches: Requires Kiva Admin (high-impact operation)
  • Create Batch Credits: Requires Administrator approval per company policy

Best Practices

Creating Batches

  1. Always preview recipient list before issuing
  2. Use clear, specific reason descriptions
  3. Document business justification
  4. Test with small batch first if new process
  5. Communicate credits to customers (email announcement)

Audit Trail

  1. Review batches monthly for anomalies
  2. Verify business reasons align with policy
  3. Monitor total credit costs vs budget
  4. Identify patterns requiring operational fixes
  5. Document learnings for future reference

Customer Communication

  1. Send email when credits issued
  2. Explain reason and expiration (if any)
  3. Provide instructions on how to use
  4. Thank customers for loyalty/patience
  5. Set expectations for credit availability

Things to Avoid

  • Don't issue credits without clear business reason
  • Don't reverse batches after customers used credits
  • Don't issue excessive credits that devalue brand
  • Don't skip documentation of batch purpose
  • Don't duplicate batches (check existing first)

Quick Reference Card

Task Action
View recent batches Date range: Last 30 days
Find promotional credits Filter: Credit Type = Promotional
See who issued batch Review "Issued By" column
View recipient list Click "View Details" on batch
Monthly credit total Date range: Last month, note total amount
Search specific batch Use Batch ID in search
Audit service recovery Filter: Service Recovery type, review reasons
Export for accounting Apply filters, click Export

FAQs

How long until credits appear in customer accounts?

Immediately when batch processes. Customers can use credits on next order.

Do credits expire?

Depends on configuration. Check individual batch settings or company policy. Communicate expiration to customers.

Can I see which customers used their credits?

Not directly in this report. Check individual customer transaction history or Credits Report for usage tracking.

What's the difference between Credits Batches and Credits Report?

Batches tracks bulk issuance events. Credits Report shows individual credit transactions (one row per customer credit, including usage).

Can I issue different amounts to different customers in one batch?

Yes, by uploading CSV with customer IDs and individual amounts. Not all batch creation methods support this.

What if I issued credits to wrong customer segment?

Reverse batch immediately if customers haven't used credits yet. If already used, may need to issue compensating adjustments.

How do I create a new credit batch?

Typically from Customers page: filter to target segment, use "Give Credit" bulk action. Credits Batches page shows result, may not have creation button.

Change Log

2026-03-01

  • Initial documentation created

End of Documentation

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