If your customers aren’t receiving reward points as expected, there may be issues with their account status, rule configuration, or eligibility settings. This guide outlines the most common reasons and how to resolve them.
The order status doesn’t match your reward issuance setting
Points are issued only when an order reaches the status you’ve selected in Rewards → Settings → Reward management by order status (for example, Fulfilled or Paid).
If the order is in a different status (e.g., Partially paid, Partially fulfilled, or Pending), points won’t be awarded.
How to fix it
Open the order in Shopify and check its Payment/Fulfillment status.
In Growave, go to Rewards → Settings → Reward management by order status and confirm which statuses issue points.
Either:
Move the order through to a qualifying status (e.g., Fulfilled), and points will issue automatically, or
If the order already meets your criteria and you want to credit points now, use Rewards for past actions.
The customer doesn’t have a store account
Customers must have a registered Shopify account to earn reward points.
If "Only customers with a store account" is enabled in your Rewards settings, guest checkouts won’t earn points.
You can check account status in Shopify → Customers: Filter by:
customer_account_status = ENABLED
The customer is using Shopify’s new account system
For stores using Shopify’s New customer accounts:
Customers who signed up without a classic login/password are not marked as "enabled."
These customers won’t automatically receive rewards until they log in again through the new system.
The relevant earning rule is disabled
Customers won’t earn points if the corresponding Ways to earn rule is turned off — even if their action qualifies.
To fix this:
Go to Rewards → Points → Ways to earn
Find the rule linked to the action (e.g., Place order, Leave review, etc.)
Make sure it’s enabled
Save your changes
The customer or product is not eligible for rewards
Customers and products may be excluded from earning points.
To check:
Go to Rewards → Settings → Rewards availability
Review both:
Product eligibility — based on product tags
Customer eligibility — based on customer tags
Adjust settings to include the relevant customers and products
The action happened before the rule was created
Customers won’t earn points for actions that occurred before a rule was added — unless you apply them using the Rewards for past actions feature. Make sure the customer has an enabled Shopify account.
To apply past rewards:
Go to Rewards → Settings → Rewards for past actions
Choose a date range and the action(s)
Click Reward
If you've checked all of the above and customers are still not receiving points, contact us at [email protected] or use the chat icon in the bottom-right corner of your admin panel.