Orders that missed points
Orders that should have earned points but did not, and what happens next.
Last reviewed
Occasionally, Shopify can’t deliver an order to EarnKit right away, for example during an outage. This page shows any paid orders from the last 30 days that EarnKit never recorded a points decision for.
Before you start
This page is for the rare occasion a customer says an order never earned points and you want to check why. It’s not something you need to check regularly.
Where to find it
Go to Activity, select Advanced, then Orders that missed points.
What it shows
The page reports how many paid orders it examined in the last 30 days, how many earned points, how many already have a recorded decision, and how many had no customer to award. If more orders were paid in the window than the page checks, it says so, rather than implying everything was checked.
Any order with no recorded decision at all is listed, with:
- The order and when it was paid
- Whether it’s a test order or a live order
- What to do: Can be replayed, or, if the order was refunded, Refunded, award by manual adjustment
What to do
These orders never earned points on their own, and Shopify won’t redeliver a missed order or backfill it later.
- A row marked Can be replayed has what EarnKit needs to process the order as it normally would. Replaying it isn’t something you can start from the app.
- A row marked Refunded, award by manual adjustment can’t be replayed. Use Adjust a customer’s points if you want to award its points.
Good to know
- The usual cause is a period when Shopify couldn’t send orders to EarnKit.
- This page only looks at the last 30 days. An older gap won’t appear here.