> For the complete documentation index, see [llms.txt](https://ctracker-docs.keywordrush.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://ctracker-docs.keywordrush.com/running-your-site/manual-adjustments.md).

# Adjusting a member's balance

`Cashback Tracker` → `Members`

### Finding a member

The list shows everyone holding cashback, largest available balance first, with their pending, available, requested and paid totals.

Search by email, login, name or member number. **A search finds members with no cashback too** — which is how you reach someone to give them their first goodwill credit or signup bonus.

Press **View ledger** to open them.

![The Members screen, with each balance](https://3545740495-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M69sU0hfZj3QsteYxmI%2Fuploads%2Fgit-blob-0e328c99f8dc64f2a06a57a20a82ee733afb694b%2Fmembers-screen.webp?alt=media)

### What you see

Their four balances, and every entry behind them: the date, what kind of entry it is, which state it counts toward, the amount, and any note.

An entry still inside a holding period says when the money lands. An entry that has been corrected is struck through, with the correction shown beneath it.

### Adding an adjustment

Enter an amount and a reason, then confirm.

* **Positive** credits the member
* **Negative** takes money back

It applies to the **available** balance straight away, and the member sees the result immediately.

Both a comma and a dot work as the decimal separator — `5,50` and `5.50` are the same amount. Anything that is not a number is refused rather than guessed at.

{% hint style="warning" %}
**The reason is required, and it is for you.** In six months an adjustment with no explanation is indistinguishable from a mistake. Write what happened: *"goodwill — order 4471 never tracked"* costs five seconds and answers the question permanently.
{% endhint %}

### When to use one

**Goodwill.** A member's purchase genuinely did not track and you have decided to pay it anyway.

**Corrections** you cannot make any other way — a rate applied wrongly, an amount that came through mangled.

**Clawbacks.** Money paid out that should not have been. Be careful here: a negative adjustment on a member who has already spent their balance leaves them negative, and they will notice. Tell them before doing it.

### Reversing an entry

For undoing one specific thing, **Reverse** on that row is better than an adjustment. It writes a matching entry for the opposite amount, in the same state, so a pending entry cancels pending money and available cancels available.

You give a reason, and both entries stay visible.

**Some entries cannot be reversed**, and the button is simply not there:

|                          | Why                                                                                                                                          |
| ------------------------ | -------------------------------------------------------------------------------------------------------------------------------------------- |
| **A payout**             | Cancel it on the Payouts screen, which returns the money properly. Reversing it here would credit the member while the payment still stands. |
| **A declined entry**     | It counts toward no balance, so reversing it would take money the member never had.                                                          |
| **One already reversed** | The correction exists. A second would double it.                                                                                             |
| **A reversal itself**    | To correct a correction, add an adjustment.                                                                                                  |

### Nothing is ever deleted

There is no delete button anywhere in a member's ledger, deliberately.

Every correction is a new entry, so the history always shows what happened and what you did about it. When a member disputes a balance months later, you can show them exactly how it was built — which is worth far more than a tidy list.

See [The cashback ledger](/how-cashback-works/the-cashback-ledger.md).

### Related

* [Balances: pending, available, paid](/how-cashback-works/balances.md)
* [Finding and fixing an order](/running-your-site/fixing-an-order.md)
* [Handling a payout request](/members-and-payouts/handling-a-payout-request.md)