Why aren’t customers earning points?

Introduction

If customers aren’t earning points as expected, don’t worry — it’s usually due to a simple setup issue or condition not being met. This guide walks you through the most common reasons and how to fix them.

1. The loyalty earning rules haven’t been set up yet

Before customers can earn points, you need to create at least one earning rule in the Roadmap dashboard.

To check:

1. Go to Roadmap → Loyalty → Earning Rules.
2. Confirm you have at least one Purchase Rule active.

👉 Without a rule, Roadmap won’t assign points for any orders or actions.

2. The rule doesn’t apply to the order or product

Roadmap allows you to limit earning to specific products, collections, or customer groups.

Check if:

• The purchased product is excluded from your earning rule.
• The customer doesn’t belong to a qualifying group or tag.
• The order value didn’t meet any minimum spend requirements.

To review:

• Open your earning rule → click Conditions.
• Make sure the customer and their order meet all requirements.

3. Points were earned — but the customer can’t see them yet

Sometimes customers earn points, but don't realize it due to:

• Missing loyalty widget on the storefront
• Not logged in when viewing their balance
• Points delay if using custom integrations or syncing

To fix:

• Add the Loyalty Points Widget via Shopify’s theme editor.
• Ensure the customer is logged in to see their updated balance.

👉 Pro Tip: You can test earning by placing a test order with a staff or test customer account.

4. The customer is using a discount or GWP promo

Yes — customers still earn points on discounted orders, bundles, or GWPs.

 But if your rule is set to exclude those products or collections, that may block points from being earned.

What to check:

• Open the product or collection used in the promo.
• Review if it’s included/excluded in your earning rule.

5. There was a setup issue with Shopify integration

If Roadmap was just installed, and orders aren’t showing in the dashboard:

• Make sure Roadmap is fully connected to your store.
• Confirm that the theme code injection was completed by our team.
• Check that Shopify → Apps → Roadmap loads correctly with analytics and features.

6. There’s a technical issue

If none of the above apply and points still aren’t showing:

• Check the order in Roadmap → Loyalty → Customers.
• If the customer appears but has no points, contact support.

FAQs

Do customers earn points on shipping or taxes?

 No — points are awarded based on the product subtotal only, not shipping or tax.

Can customers earn points on subscriptions or bundles?

 Yes — unless excluded in the rule, they earn points on all paid products.

Do customers need to be logged in to earn points?

 Yes — they must use the same email/account to track and apply points correctly.

Summary

If customers aren’t earning points:

• ✅ Make sure an earning rule is active.
• ✅ Double-check conditions (products, collections, customer groups).
• ✅ Ensure the loyalty widget is visible and the customer is logged in.
• ✅ Test a transaction to confirm.

Still stuck? [Contact support →] and we’ll help you troubleshoot your setup.