Rewards FAQ: common questions answered

IN THIS ARTICLE:

Can loyalty points in the Growave Loyalty and Rewards program have decimal numbers?

Yes, loyalty points in the Growave Loyalty and Rewards program can include decimal numbers, but they are rounded to two decimal places. For instance, if a reward is set to give 3.5616 points, the customer's balance will show 3.56 points.

What is the right format for the CSV file to import customer points?

Required fields: Customer ID, Email, Points

Optional fields: First Name, Last Name, Birthdate (YYYY-MM-DD)

For detailed instructions on the CSV format, view our guide on importing rewards into Growave.

Are there any statistics for the Rewards email notifications?

Currently, there is no mechanism to track the statistics on emails sent through the Rewards and Loyalty program. We are working on adding this feature in future updates.

Where can I rename the points?

You can change the name of points in the Rewards section under Settings. Go to the Points Status section, where you can locate fields to enter your preferred names for both the singular and plural forms of the points.

Rename points in Growave

Can customers redeem points for products?

Yes, customers can redeem points for a Free product. This feature is available on all paid plans of Growave.

Why can't I change the milestone in the VIP tier?

The milestone for reaching a VIP tier can be set only once and applies to all consequent tiers created. If you want to change the milestone later, you must delete all existing tiers and create new ones, which will result in the loss of customers' earned and accumulated points. For best practices on choosing the right milestone, view our guide.

Can I choose which customers or products are part of the Rewards and Loyalty program?

Yes, you can add or remove customers or products from the Rewards and Loyalty program. In the Growave admin panel, navigate to Rewards → Settings. In the Eligibility Configuration section, you can adjust Customer eligibility or Product eligibility by indicating the relevant tag associated with the customer or product. For detailed instructions, view this guide.

choose customers or products for Rewards and Loyalty program Growave

Will the client still receive a reward if their order status updates after I have activated one of the rules?

Yes, if the status of an order updates after an earning rule has been activated and the order meets the requirements of that earning rule, the client will receive points.

Is it possible to reset the rewards of the members?

Yes, you can reset the rewards program. Go to Rewards → Settings and scroll down to the Reset Rewards section. You have an option to reset the Points Program and/or VIP Tiers Program. This will reset the points earned and/or tiers achieved for the selected period. When you select the checkbox, you can choose to reset not only points or tiers but also unused rewards and discounts.

Reset reward program in Growave

Can I modify the Rewards widget on the storefront?

You can rearrange the order of the earning and spending rules within the Ways to Earn and Ways to Redeem sections. Go to Rewards → Points, and click the "View all actions" button (if you don’t have any rules yet, create several first).

Modify the Rewards widget content structure

On the next page, click and hold the mouse cursor over the rules, then drag them to the desired position.

Modify order of rewardable actions in Growave

If you want to modify the sequence of the points earning and spending sections within the Rewards widget, please contact us at support@growave.io. We’ll be happy to assist you with designing the Rewards widget. 

Can I set up the points expiration period?

Yes, you can configure the expiration period for points. Navigate to the Growave admin panel and access Rewards → Settings. Go to the Points Status section and select the Points expiration option. Here you can enter the number of days before expiration and opt to notify customers before their points expire (also in days).

Set up points expiration period in Growave

If an order is canceled or returned, will the points be automatically deducted once the refund is done in Shopify?

Yes, if an order is canceled or returned, the points will be automatically deducted from the customer's account balance. You can also adjust the reward cancellation settings by navigating to the Growave admin panel, then go to Rewards → Settings → Reward Management:

Cancel rewards if order is canceled or returned

NOTE: You need to select the order statuses for which the points will be deducted. For more information, view this guide.

Can I assign VIP tiers to users manually?

Yes, you can manually assign VIP tiers. Follow these steps:

  1. Go to the Customers section in the Growave admin panel.
  2. Select the user whose tier you want to update.
  3. In the VIP Tier section, click "Edit".
  4. Choose the desired tier from the dropdown menu and click "Update".

The new tier's rewards will be applied, and the VIP Tier status will be updated.

Assign VIP tiers manually Growave

For more comprehensive instructions, please follow this guide.

How do I refund redeemed discounts?

If a customer has redeemed a discount by mistake, you can refund the points used. Follow these steps:

  1. Go to the Customers section in the Growave admin panel and find the customer.
  2. View their profile and navigate to Activity → Points.
  3. Click on the discount code and select "Refund".

Refund redeemed discounts in Growave

The discount code status will change to "Deleted", and the points will be automatically returned to the customer.

NOTE: If the redemption settings are changed after the customer redeems points, they will receive only the original amount of points they redeemed (e.g., if 100 points were redeemed but the setting is later changed to 500 points, the customer will get back only 100 points).


If you encounter any issues, please contact us at support@growave.io or use the chat icon in the bottom-right corner. We’re here to help.

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