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 pop-up widget position?
Go to the Branding section and select Rewards to adjust the launcher and pop-up 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/rewardURL 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 on setting up the Rewards page.
🚀 Feature availability
The updated Rewards page in Growave 2.0 is available for customers who joined us after January 22, 2024, starting from the Growth plan.
What is the right format for the CSV file to import points?
Required fields: Email, Points
Optional fields: Customer ID, Birthdate (YYYY-MM-DD)
For detailed instructions on the CSV format, view our guide on importing rewards into Growave.
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. You can manage this in the Rewards availability section under Rewards → Settings.
Here you can:
Include or exclude customers or products from the Rewards program using tags
Define who can earn points — either all users or customers with store accounts only
For detailed instructions, see the full guide on customer and product eligibility.
Why do logged-out users see error notifications on the Rewards page?
Logged-out users may encounter error notifications on the Rewards page due to specific eligibility settings in the Growave application.
When a non-logged-in user tries to access the Rewards page, a notification such as:
"The Rewards program is currently unavailable. Please log in and try again."
will appear.
This happens because the Customer eligibility settings need to check if the customer has specific tags, and this requires the customer to be logged in.
How do eligibility settings affect what logged-in customers see on the Rewards page?
If "Allow for customers with listed tags" is enabled:
Eligible customers (with allowed tag) → Rewards page will display normally.
Ineligible customers (without allowed tag) → Will see:
"The Rewards program is currently unavailable for your account. Please try again later."
If "Forbid for customers with listed tags" is enabled:
Customers with forbidden tag → Will see:
"The Rewards program is currently unavailable for your account. Please try again later."Customers without forbidden tag → Rewards page will display normally.
Can I show the Rewards widgets to guest users even if eligibility setting is enabled?
Yes, you can enable "Show Rewards widgets to guests" in Rewards settings.
When this setting is enabled:
Guest visitors will see Rewards widgets on your site.
However, they must still log in to access the Rewards program and redeem rewards.
Eligibility settings (Allow/Forbid tags) will still apply after login.
How can I customize the error notifications on the Rewards page?
To adjust the text of these messages:
In Growave admin, go to Branding → Languages.
Search for the message you want to edit:
For logged-out customers: "The Rewards program is currently unavailable. Please log in and try again."
For logged-in but ineligible customers: "The Rewards program is currently unavailable for your account. Please try again later.")Edit the text to fit your brand tone.
You can customize any message shown by the Growave app this way.
Why is my Rewards page or related widgets not visible on the store?
If you’ve set up your Rewards program but the Rewards page or its widgets aren’t showing as expected, check the following:
Is the page visible in Shopify?
Go to Shopify admin → Online Store → Pages and make sure the Rewards page is set to “Visible.”Customer eligibility settings:
If the page shows an error message without widgets, check if Specify customers eligibility is enabled in Rewards → Settings. This option restricts Rewards visibility to logged-in customers only.Browser cache:
If you’ve made recent changes, try clearing your browser cache to ensure you’re seeing the latest version of the page.
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.
⚠️ Important
When you reset the Points and VIP Tiers programs in Growave and select to reset discounts as well, all associated discounts are removed from the Growave app. This means customers will no longer see these discounts in the Rewards widget or the Rewards page on your website. However, the corresponding database entries for these discounts are not deleted from Shopify.
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 [email protected].
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 by order status 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, click "Edit", select another tier, and click "Save":
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:
Go to the Customers section and locate the customer.
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.
⚠️ Important
Refunds only return the original points redeemed for a discount, not any adjusted values if you later change the points required for that discount. For example, if a customer redeems a discount for 100 points and you later increase the redemption value to 500 points in the Ways to redeem settings, the refund will return only the original 100 points, not 500.
Can I change the names of points (e.g., rename points to credits, coins, stars)?
Yes. You can customize the names of points in your store to better align with your branding. To do this:
Go to Growave admin → Branding → Languages.
Use the search field to find all text strings containing “points”.
Replace the word "points" with your desired term in all relevant text fields.
⚠️ Important
Do not modify variables such as {{ points_name }}. Changing system variables will result in incorrect system operation.
How do I change the title of a Ways to earn or Ways to redeem rule?
You can update the earning and redeeming rules text shown in your Rewards pop-up widget and Rewards page directly in the Growave admin panel:
Go to Rewards → Points → Ways to earn or Ways to redeem.
Click the Edit link next to the rule you'd like to change.
In the Title field, enter your desired text.
Click Save.
How do I translate Ways to earn or Ways to redeem rules titles for a multilingual store?
To display rule titles and descriptions in different languages:
Go to Rewards → Points → Ways to earn or Ways to redeem.
Click the Edit link next to the rule you want to localize.
In the top-right corner of the title section, select the desired language from the dropdown.
Enter your translation and click Save.
📘 Note
To enable language selection, make sure you’ve added the additional languages in your Shopify admin under Settings → Languages. Learn more in our guide on using Language editor.
If you encounter any issues, please contact us at [email protected] or use the chat icon in the bottom-right corner. We’re here to help! 🤗