Can loyalty points in the Rewards program be decimals?
Yes. Loyalty points in the Growave Rewards program can include decimal values. By default, they are stored with decimals but displayed according to your Decimal precision setting (Rewards → Settings → General). For example, if a reward generates 3.5616 points:
With 2 decimals → 3.56 points
With 1 decimal → 3.5 points
With 0 decimals → 3 points
Can customers redeem points for products?
Yes, customers can redeem points for products through the Free product reward, available on any paid Growave plan.
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 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.
How to prevent customers from earning new points while allowing them to redeem existing ones?
You can pause point accumulation without stopping the redemption process. This is useful if you want to phase out a program or temporarily pause earning activities while letting customers use their balance.
To set this up, you need to disable your earning rules while keeping your redemption rules active:
From the Growave admin panel, go to Rewards → Points → Ways to earn section.
Click View all actions.
Manually disable every active rule (such as Place order, Follow on Instagram, etc.) by switching the toggle to "off".
Next, verify that the rules in the Ways to redeem section are still active.
Customers will no longer earn points for new actions, but they can still access the Rewards widget to redeem their previously earned points for discounts or products
If an order is canceled or refunded, what happens to the points earned? Are points automatically deducted?
Growave can automatically deduct points earned from a purchase if that order is later canceled or refunded. You can adjust this setting in the Reward management section to decide which statuses (Refunded, Partially refunded, or Voided) trigger this deduction.
📖 Learn more about reward management here.
Can I regenerate or restore a used discount code?
No. It is not possible to regenerate, reactivate, or restore a discount code in Growave once it has been used.
If a customer needs a replacement reward (e.g., they used a code on a now-cancelled order), you cannot "undo" the usage. You shall use one of these options:
Option 1: Return points manually
Go to Customers in the Growave admin.
Open the customer's profile.
Click Edit in the Points balance card.
Select Add points, enter the number of points the customer spent on the reward, indicate the reason, and click Save.
The customer can now log in and redeem a new reward.
Option 2: Create a manual discount in Shopify
If you do not want to adjust points, you can create a replacement code outside of Growave.
Go to Shopify Admin → Discounts.
Click Create discount.
Set the same value and conditions as the original reward.
Share the new code directly with the customer.
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.
How to refund a redeemed reward and return points to the customer's balance?
To refund points for a reward that has been redeemed but not used:
In the Growave admin, go to the Customers section and open the customer’s profile.
Go to the Activity section and click the Rewards tab.
Click the relevant reward code to open the details modal window.
Click Refund.
The discount status will change to Deleted, and the points will be returned to the customer’s balance.
📘 Note
If the Refund button is unavailable in the reward details modal, the reward may have expired, already used on an order, or deleted/refunded earlier. In this case, you can manually return points by clicking Edit next to the Points Balance in the customer's profile.
⚠️ Important
Refunds only return the original points spent. If you changed the point cost of a reward after the customer redeemed it, they will only receive the amount they originally spent. For example, if a customer redeems a discount for 100 points and you later increase the redemption value to 500 points, the refund will return only the original 100 points, not 500.
Can customers refund redeemed rewards themselves?
Yes. When the Allow customers to refund their rewards option is enabled under Rewards → Settings → General → Rewards availability settings, customers see a refund icon next to their active discounts in the Rewards pop-up widget and the Rewards page (Available rewards section). If they confirm the refund, the discount is deactivated, and the spent points are automatically returned to their balance.
Can I prevent customers from earning points on discounted orders?
No, Growave does not allow you to block points on orders that used a discount or promo code. What you can do:
Exclude the discount amount from the rewardable total in Rewards → Settings → Reward amount calculation.
Exclude gift card amounts the same way.
Exclude specific products or customers using tags (see details).
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 the Language editor.
Can I customize icons for Ways to earn and Ways to redeem?
Yes. Growave provides default icons for both Ways to earn actions and Ways to redeem rules, but you can upload your own icons to match your brand.
How to add a custom icon:
Go to Rewards → Points in the Growave admin.
Create a new rule or edit an existing one.
For Ways to earn, look for the Action icon in the right sidebar.
For Ways to redeem, look for the Reward icon in the right sidebar.
Click Add file and upload your icon.
Save changes.
📌 Requirements
Supported formats: JPG or PNG
Max file size: 10 MB
If no custom icon is uploaded, Growave’s default icons will be displayed.
If you have any questions or need help, feel free to reach out to us at [email protected] or click the chat icon in the bottom-right corner of the Growave admin panel. We’re always happy to help! 🤗