A customer did not receive points for their order

Points are awarded by the orders/paid webhook, and it stops early in five situations. The most common by far is that the buyer checked out as a guest. Work down the list in order.

Check these 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 program is switched off.

   An inactive program awards nothing at all, silently. Check the program 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 after discounts, before tax and shipping, 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.

How to fix it

• For a guest order or an order below the minimum, award the points by hand: open Customers, find the customer, choose Adjust Points and Add Points (Earn) with the order number as the reason.
• If the program was paused, switch Program is active back on in Program Setup. Orders paid while it was off are not awarded retrospectively.
• If you hit the Free cap, upgrade in Billing & Plans.

If it still is not working

Send us the store domain, the customer’s email and the order number through contact support.