FAQ & Troubleshooting

Admin Management Tools The admin screens for managing the programme: Customer Points, the activity log, referral clicks and the migration tool. Are points shared between customers? No. Each customer has their own independent balance tied to their user account. Can a voucher be used more than once? No. Each voucher has a usage limit of one and is restricted to the email address of the customer who claimed it. Can different products earn different points? Yes, with Pro conditional rules, which can raise, lower or disable the earning rate for chosen products or categories. Can I ban a customer from the programme? Yes. Marking a customer as banned hides the rewards dashboard from them and stops any further earning or redeeming. Can I call my points something other than “Points”? Yes. Set a custom Points Label such as Stars, Coins or Credits, and it is used across the dashboard, product pages and emails. Can I import points from another plugin? Yes. The Migration tool imports balances from five supported loyalty plugins, reading their data directly rather than from a file. Can I limit how many times a reward can be claimed? Yes, with Pro. Each reward can cap how many times one customer may claim it, and can be given an expiry date. Can I manually adjust a customer’s points? Yes. Add or remove points for any customer from the Customer Points page, with an optional reason shown in their history. Can points expire? Yes, with Pro, which can expire a customer's points after a set period of inactivity. Do customers need an account to earn points? Normally yes, an account is required. Pro guest tracking can accrue points against a guest's email and merge them on registration. Does the plugin work with page caching? Yes, but the rewards dashboard shows live per-customer data, so exclude the My Account pages from caching for logged-in users. Is there a REST API? There is no REST API. The plugin uses AJAX endpoints for its own interface; for custom code, use the PHP functions directly. Reward Points Panel on the Order Screen What the Reward Points panel on an order shows, and the reason it gives when an order has not earned points. Social Share Rewards (Pro) Awarding points when customers share your store or their referral link on social media, and the platforms supported. Troubleshooting Guide Fixes for the most common problems: points not awarded, the Rewards tab missing, voucher emails not arriving and settings not saving. What happens to points if an order is refunded? With Deduct on Refund enabled, the points awarded for that order are removed again when it is refunded or cancelled. When exactly are purchase points awarded? It depends on your award timing setting: either immediately when the order is placed, or once it reaches a chosen status. Where do customers find their reward vouchers? In the vouchers section of their rewards dashboard on My Account, and in the email sent when they claim one. Why didn’t a customer earn points on their order? Usually the order status, a points redemption on the same order, a banned customer, or an order placed before the plugin was installed.