Why aren’t rewards applying at checkout?

Introduction

If loyalty rewards aren’t showing up or applying at checkout, don’t worry — it usually comes down to eligibility rules, point balance, or reward restrictions. Since Roadmap handles redemptions automatically, a quick check of these settings usually solves the issue.

1. Check Customer Point Balance

• Rewards won’t show unless the customer has enough points.
•  👉 Example: A reward requires 1,000 points but the customer only has 800 → no reward option appears.

2. Verify Reward Eligibility

• Rewards may be restricted to specific products, collections, or customer tags.
•  👉 Example: “$10 off only valid on Skincare collection” → reward won’t apply if the cart doesn’t include eligible items.

3. Confirm Customer Tag or Group Rules

• Some rewards are available only to certain groups (e.g. VIP, Subscriber).
• If the customer isn’t tagged correctly in Shopify, the reward won’t appear.

4. Check Reward Setup

• Make sure the reward is active and published in Roadmap → Loyalty → Rewards.
• If you’ve scheduled start/end dates, confirm the campaign is live.

5. Look for Conflicts with Other Discounts

• Roadmap rewards are codeless by default, so they don’t normally conflict.
• But if a native Shopify discount code is already applied, the loyalty reward may be blocked depending on store rules.
•  👉 Fix: Test without another discount code applied.

6. Verify Checkout UI

• Ensure the Redeem Points dropdown is enabled at checkout.
• If the block or widget isn’t present, customers won’t see redemption options.

7. Abandoned Checkout Behavior

• If a customer tries to redeem, then abandons checkout:
  • The discount is canceled.
  • The points are instantly returned to the customer.
• 👉 If they try again, the reward will be available as normal.

Common Questions

• Why don’t I see the reward in my cart?
  • Check that the reward applies to the products in your cart and that you have enough points.
• Can customers combine loyalty rewards with GWPs or Bundles?
  • Yes — both apply together. If rewards aren’t applying, check product/collection restrictions.
• Do loyalty rewards expire?
  • They can if you’ve set expiration rules — check reward settings.
• Why do rewards show in admin but not at checkout?
  • The reward may be unpublished, scheduled for a future date, or missing from eligible cart conditions.

Summary

If rewards aren’t applying at checkout, check:

• ✅ Customer has enough points.
• ✅ Reward conditions match the cart products/collections.
• ✅ Customer tag/group eligibility is correct.
• ✅ Reward is active and live.
• ✅ No conflicting native Shopify discounts are applied.
• ✅ Checkout UI is enabled.

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