Rewards FAQ: common questions answered

Can loyalty points in the Rewards program be decimals?

Yes, loyalty points in the Growave Rewards program can include decimal values. However, they are rounded up to two decimal places. For example, if a reward generates 3.5616 points, the customer's balance will display 3.56 points.

How can I change the Rewards launcher and popup widget position?

Go to the Branding section and select Rewards to adjust the launcher and popo widget position. You can choose between the Bottom right and Bottom left positions.

Is there a separate Rewards page?

Yes, the Rewards page is available in both Growave 1.0 and Growave 2.0. In Growave 1.0, the page is automatically generated with the yourshop.com/pages/reward URL and does not offer no-code editing options.

In Growave 2.0, you have more flexibility. You can set up the Rewards page under the Rewards section in the admin panel, change the URL, and customize it with various Growave widgets, providing a tailored experience. See this guide for detailed steps.

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

Required fields: Customer ID, Email, Points

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

Are there any statistics on the Rewards email notifications?

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

Can customers redeem points for products?

Yes, customers can redeem points for products through the Free product reward, available on any paid Growave plan.

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. To change the milestone, you’ll need to delete and recreate all tiers, which will lead to the loss of accumulated rewards, except for points. Read more about choosing a milestone for VIP Tiers.

Can I exclude or include specific customers or products in the Rewards programs?

Yes, manage this through the Eligibility configuration section in the Rewards settings. Here you can add customes or products to the Rewards program or remove them using tags.

Additionally, here you can identify who can earn points — all users or customers with shop accounts.

Check out the full guide on customer and product eligibility.

Will a customer earn points if their order status changes after a points-earning rule is activated?

Yes, if an order's status changes after a points-earning rule is activated and the order meets the rule's requirements, the customer will receive the corresponding points.

Can the Points and VIP Tiers programs be reset?

Yes, you can reset Points and VIP Tiers programs in the Rewards app. To do this, go to Settings and scroll to the Reset Rewards programs section. From there, you can indicate the reset period and select whether to reset Points or VIP Tiers programs. Additionally, you have the option to reset rewards and discounts associated with Points or VIP Tiers.

Can I modify the Rewards widget on the storefront?

Yes, navigate to Rewards → Points and click the "View all actions" button in the "Ways to earn" or "View all rewards" in the "Ways to redeem" section. Drag and drop items according to your needs. After changing the order these rules will be reordered respectively in the Rewards widget on your storefront.

You can further customize the Rewards widget and launcher in the Branding → Rewards section.

📖 Follow this guide on Rewards widget customization for Growave 2.0.

For advanced customization, reach out to support@growave.io.

Can I set up the points expiration period?

Yes, you can configure point expiration. To do this, go to Rewards → Settings and scroll to the Points expiry section. Here you can enter the number of days before expiration and set up two notifications for customers before their points expire.

If an order is canceled or returned, are points automatically deducted?

Yes, Growave can automatically deduct points if a Shopify order is canceled or returned. This setting is adjustable in the Rewards management section. Select between order statuses (Refunded, Partially refunded, or Voided ) to identify when and how points dedication occurs.

📖 Learn more about reward management here.

Can I manually assign VIP tiers to users?

Yes, VIP tiers can be manually assigned or reset through the Customers section in the Growave admin panel. Open a customer's profile, locate the VIP Tier section, and click "Edit":

For more details, read how to assign or reset VIP TIers manually.

How can I refund the redeemed points?

To refund points for the redeemed but unused rewards:

1. Go to the Customers section and locate the customer.
2. In the customer’s profile, click the relevant reward code and select Refund.

The discount status will change to "Deleted," and the points will be returned to the customer’s balance.

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.