Cashback was not awarded for an order
Updated September 14, 2026
Start by opening the order and checking its status against Award cashback when on the Cashback tab. Cashback is granted on a status transition, so an order that never reached Completed (or Processing, if that is what you chose) has simply not triggered yet.
The order was placed as a guest
Cashback goes to a customer account. A guest checkout with no account attached has nowhere to award it to. Check the order’s customer field.
A threshold or exclusion is blocking it
- Minimum order total to earn – orders below the figure earn nothing.
- Maximum cashback per order – a low cap can make the award look wrong rather than absent.
- The four exclusions – tax, shipping, store credit spent, and store credit purchases – are all on by default. An order that was mostly tax and shipping, or mostly paid with existing credit, can have very little left to calculate from.
That last point catches people out most often: with Exclude store credit spent from cashback enabled, an order paid almost entirely with credit earns almost nothing. That is intentional – it stops credit from regenerating itself – but it is worth knowing before you go looking for a bug.
An order that bought credit
Top-ups, gift cards and credit gifts are excluded by default so buying credit does not itself earn credit. A mixed order has those lines stripped out before the rate is applied.
A conditional rule is matching
Check Store Credit › Settings › Conditional Rules for an earning rule with Do not award credit, or one that sets a low rate, matching this order’s products, categories, customer role or payment method.
It was awarded and then reversed
With Remove earned cashback if the order is refunded or cancelled enabled, a refund claws the reward back. Check the customer’s history in Store Credit › Activity for a matching Reversal entry – the award and the reversal will both be there.
It was already awarded once
Each order is flagged once cashback has been granted, so moving an order back and forth between statuses does not award it repeatedly. If you are re-testing, use a fresh order rather than recycling one.