A customer did not receive points for their order

Points are awarded by the orders/paid webhook, and it stops early in five situations. Work down the list in order.

1. The buyer checked out as a guest. This is by far the most common cause. Points are attached to a customer record, so an order with no customer on it earns nothing. Shopify often links a guest order to a profile afterwards by matching the email address, which makes the finished order look identical to a signed-in one in your admin. Open the customer in the app: if the order is not in their history at all, it had no customer attached when it was paid.
2. The programme is switched off. An inactive programme awards nothing at all, silently. Check the programme status before investigating anything else.
3. The order was below your minimum. If you have set a minimum order amount, an order under it earns nothing. Note that the comparison uses the subtotal described below, not the total the customer paid.
4. You are on the free plan and at the 100-member cap. Once a free-plan store already has 100 members, an order from a new customer creates no member and awards no points. Existing members keep earning normally, which is why this looks random until you notice only new customers are affected. Upgrading raises the cap.
5. The order was already processed. Points are awarded once per order. A redelivered webhook is ignored on purpose, so a retried or manually replayed order will not award a second time.