Why aren't my customers earning points?

Here are some reasons why your customers may not be earning points in your rewards program:

  1. The order status is not tagged as either 'Paid', 'Shipped' or 'Completed', as stated in your Order Status settings.
  2. The customer does not have an account yet and/or is checking out as a guest. We can only award points to program members who are signed into their account during the checkout process. 
  3. Referral Program - Verify with your customer that their referred friend used the referral coupon code when they went through the checkout process. The coupon code is the only way that our system can link the two customers together to award the points.

If you have checked all of the above and your customer is still not earning points, please contact us at support@smile.io. 

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