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Why customers aren't earning reward points

Simon Akhrameev avatar
Written by Simon Akhrameev
Updated over 3 weeks ago

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

  1. Open the order in Shopify and check its Payment/Fulfillment status.

  2. In Growave, go to Rewards → Settings → Reward management by order status and confirm which statuses issue points.

  3. 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. Because Growave does not track which staff account disabled a rule, identifying when it happened may require checking Growave points program Analytics or Shopify’s Store activity log.

Workaround

  1. In Growave admin, go to AnalyticsPoints → choose a date range when the rule may have been disabled → scroll to the Activity log to see when customers stopped receiving points.

  2. In Shopify admin, go to Settings → General → Store activity log to see which staff accessed your store during that time.

  3. If needed, contact our support team for help reviewing when the earning rule was disabled.

To reward customers for actions during the disabled period

  1. Go to Rewards → Points → Ways to earn.

  2. Find the rule linked to the action (e.g., Place order, Leave review, etc.)

  3. Make sure it’s enabled.

  4. Save your changes.

  5. Use the Rewards for past actions feature.

Tips to prevent future lapses

  • Limit who can edit Growave settings by assigning app permissions to a dedicated team or individual. See Shopify’s guide on staff permissions.

  • Keep an internal log of reward rule changes to track adjustments and prevent missed rewards.


The customer or product is not eligible for rewards

Customers and products may be excluded from earning points.

To check that:

  1. Go to Rewards → Settings → Rewards availability

  2. Review both:

    • Product eligibility — based on product tags

    • Customer eligibility — based on customer tags

  3. Adjust settings to include the relevant customers and products


The action happened before the rule was created

Customers won’t earn points for actions completed before a rule was added. To credit those actions, use the Rewards for past actions feature.

Make sure the customer has an enabled Shopify account and that the relevant rule is enabled in the Ways to earn section before applying past rewards.

To apply past rewards

  1. Go to Rewards → Settings → Rewards for past actions.

  2. Choose a date range and the action(s).

  3. 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.

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