Why didn't my customer get points for an order?

A customer says they placed an order but their points are missing. Go through these checks in order; most cases are solved in the first three.

Start here: look at the customer's activity

Go to Customers, open the customer, and check their activity list for the order.

• The order is there with points "pending" or "awaiting": the points are on the way. See checks 1 and 2.
• The order is there with points that were later taken back: the order was canceled or refunded. See check 8.
• The order isn't there at all: Joy didn't reward it. Go through checks 3 to 7.

1. The order hasn't reached the status that earns points

Under Settings → Order → Reward by order status, you choose whether an order earns points when it is Paid or when it is Fulfilled. If you chose Fulfilled, an order that is paid but not yet shipped hasn't earned points yet. The points arrive automatically when you fulfill the order.

To show customers the points they are about to get, turn on Display awaiting points. Read more in Reward by order status.

2. Points are in the pending period

If Pending points is on, points from an order wait for the number of days you set before the customer can use them. For example, with a 14-day period, an order placed on May 1 gives usable points on May 15. Pending points show in the customer's activity but can't be redeemed yet.

3. The customer isn't a loyalty member

Only members earn points by default. A customer who checked out as a guest, or who hasn't joined yet under your Member enrollment mode (for example Customer opt-in or Manually assigned), is a Guest. Guests earn only if the program allows guest earning. See Manage customer types.

Two more cases stop an order from earning: a guest checkout with no customer attached to the order, and a customer who has left the loyalty program.

Also check whether the customer belongs to a segment you excluded in Excluding customers from the loyalty program. Excluded customers can't earn or redeem.

4. The order doesn't match the Place order program

Open Reward programs → Earning programs → Place order and check:

• The program is on, and the order was placed while it was on (and inside its schedule, if you set one).
• Sales channel: an order from POS doesn't earn on a program set to Online store only, and the other way round. See Channels for reward programs.
• Product and order conditions: products or collections you excluded don't earn. If every item in the order is excluded, the order earns nothing.
• Amount: with Give X points for every Y amount spent and the default rounding down, an order below Y earns 0 points. Shipping and tax only count if you turned them on under Reward points for additional fee.

5. The customer hit an earning limit

Two kinds of limits can reduce or stop points:

• In the Place order program, Fraud prevention has Maximum earning points per order and Set earning points limit. The first caps the points from a single order: if an order would earn 200 points and the cap is 100, the customer gets 100. The second caps how many times a customer can earn in a period, so an order after that earns nothing until the period resets.
• The store-wide Limit customer earning setting caps the total points a customer can earn in a time period, across programs. A customer who reached it earns less or nothing until the next period (never, if the period is set to lifetime).

6. Your store settings exclude the order

• Test mode: while your program is in test mode, only customers on your test email list earn points. See Sandbox mode.
• B2B orders: if you exclude B2B (company) orders from earning, orders placed for a company don't earn points.

7. The order was placed before Joy was set up

Joy rewards orders it receives after the program is live. Orders placed before you installed Joy, or before you turned the program on, don't earn points automatically. To give points for them, use Adjust points on the customer's profile (Customer management), or contact us if you need points for many past orders at once.

8. The order was canceled or refunded

If Revoke points when an order is cancelled, whether it is fully or partially refunded is on in the Place order program (it is on by default), Joy takes back the points when an order is canceled or refunded. For amount-based methods, a partial refund takes back only the points for the refunded amount. See Refund points.

Still missing?

Give the customer the points by hand with Adjust points, then contact us via the live chat widget in your Joy admin with the order number and the customer email, so we can check why the order wasn't rewarded.

Need help?

Contact us via the live chat widget in your Joy admin, or email us at [email protected].