Points weren’t awarded for an order
Check the earning switch, eligible spending, pending periods and guest checkouts.
Last reviewed
If a customer says they didn’t get points for an order, work through these checks in order.
Ways to earn is off
Go to Program › Ways to Earn. If Enable ways to earn is off, no purchase points are awarded at all, and customers aren’t offered any way to earn. Points already earned before you turned it off are unaffected.
Award purchase points is off
Still in Program › Ways to Earn, check Award purchase points. Enable ways to earn and Award purchase points both have to be on for an order to earn points.
The order was placed as a guest
Points belong to a customer account. An order placed at guest checkout, with no customer attached, never earns points. This is expected, not an error.
The order hasn’t been paid yet
EarnKit awards points once an order is marked paid in Shopify. An order that’s still awaiting payment hasn’t earned anything yet.
The order was placed before you turned earning on
Turning on purchase points doesn’t award points retroactively. Only orders paid after you enabled earning are eligible.
The order had no eligible spending
Points are awarded on eligible spending: the discounted value of merchandise lines, after discounts, excluding shipping and tax. An order that’s entirely gift cards, or fully covered by a discount, has no eligible spending and earns nothing.
The points are pending, not missing
If you have a pending period set, new purchase points stay pending for that long after the order is paid before they can be used for rewards. Check Program › Ways to Earn › Points delay for your current setting. Pending points are shown separately from the customer’s balance; they just aren’t spendable yet.
The order was a test order
Shopify’s test mode is store-wide. By default, orders placed through a test-mode payment gateway don’t earn points. If you need to verify earning before launch, turn on Award points on test orders in Program › Ways to Earn › Advanced settings under Purchase points. Points earned this way are real and redeemable until you reverse them.
The order was edited after it was paid
If an order was edited after payment, EarnKit doesn’t award points from that edited state. This protects against awarding points on figures that may include changes made after the customer paid.