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 check the customer’s timeline in Customers 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.

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