Fix: customer didn't earn or got the wrong points

A customer placed an order but earned no points, or earned a different amount than expected.

Likely causes

• The program is paused, so no new earning happens.
• The order hasn’t reached the payment status that triggers earning (default Paid).
• The customer or their order is excluded by an eligibility rule (B2B, customer tag, minimum order value, or a heavily-discounted order).
• Some line items are excluded products, so they didn’t count toward the earning amount.
• A campaign multiplier or VIP tier multiplier changed the total — or the order was refunded, reversing the points.

How to fix

1. From your Shopify admin, open Charm and go to Program and confirm Program status is Active.
2. Check Settings → Points Program → Order rules to see which payment status triggers earning, and confirm the order has reached it.
3. Review Settings → Eligibility for customer and product exclusions, and open the customer’s loyalty profile to check their points history for a reversal or a campaign/tier multiplier applied to the order.

See Control when an order earns points, Exclude products from earning points, and Eligibility, expiry & anti-fraud.

If a referral didn’t pay out

• The friend had ordered from your store before. Referrals reward new customers only.
• The friend’s first order didn’t reach the referral’s Require a minimum order value amount. That minimum holds back everything: the referrer’s reward, the friend’s points, and any gift.
• The referrer’s reward is still in its hold period, if you’ve set one under Hold the reward before issuing.

See Set different rewards for the referrer vs the referred friend and Delay referrer points.

Still stuck? Email hello@appfleece.com with the order number and customer email.