Why Customers Didn't Receive Loyalty Points | Troubleshoot Reward Issues with AiTrillion

The reason why customers didn't receive points

Introduction

There are instances where customers may not receive the points they are expecting. Understanding the reasons behind this can help you address the issues effectively and maintain customer satisfaction. This article explores the common reasons why customers might not receive their points and provides solutions to ensure a seamless experience for your loyalty program participants.

Participation in the Program

Check in your Customers >> All customer customer's accounts state whether the customers are Guests or Registered.

Registered customers can fully utilize the Loyalty Rewards program. However, for guest customers, it depends on the settings configured under Program Participants at Loyalty Rewards >> Settings >> General Settings. There are the following settings:

  • All customers - Every customer, including guests, can earn points, refer friends, and participate in your VIP incentives. Customers will need to create a store account in order to access their rewards.

  • Only customers who have a store account - Customers must create a store account before their purchase in order to participate in your loyalty program.

    Save settings

The customer purchased the product, but didn't get points

If a customer is wondering why they haven't earned points despite following the proper protocol, check the settings at Loyalty Rewards >> Set Up Program >> Earn Points >> Make a Purchase >> Advanced Settings >> Earn Points Rule. There are the following rules

  • Order Status: Paid - If payment is received from the customer after the product purchase, the customer will earn points.

  • Order Status: Fulfilled - When the order status is marked as fulfilled, the customer will receive points.

  • If enabled, the settings of excluded earn rewards on the product on sale. To know more - Click here.

  • If enabled, the settings of prevent point earning when a discount is already applied. To know more - Click here

  • If enabled, the settings of excluding certain collections or products from earning points. To know more - Click here
Note: To know more about the conditions, Click here

The customer didn't get signup points

Welcome customers to your store with sign-up points! When a new customer registers at your store after AiTrillion is installed, they are awarded these points to encourage engagement. Please note that sign-up points are only given to new customers and will not be awarded to existing program members who had accounts before the launch of your rewards program

I have checked all those aspects, but my customer still didn't get the point

Check if the customer is not blocked. If the customer is blocked, it might be preventing them from earning points


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