Why aren’t rewards showing or redeeming?

Introduction

If your loyalty rewards aren’t showing up or customers can’t redeem their points, don’t worry — it’s often a simple fix. This guide walks through the most common causes and how to resolve them.

1. The Loyalty Widget or Redeem Options Aren’t Placed in the Theme

Roadmap uses app blocks to show loyalty rewards on your storefront.

Check:

• Is the Loyalty Points Block added to the cart, account, or product page?
• Is the Redeem Dropdown enabled in the cart or checkout?

To fix:

1. Go to Shopify → Online Store → Customize.
2. Open your Cart, Product, or Account page templates.
3. Add the Roadmap → Loyalty block where needed.
4. Save and preview your storefront.

👉 Without these blocks, customers won’t see available rewards.

2. The Customer Doesn’t Have Enough Points

Rewards will only show when the customer has enough points for at least one available reward.

To check:

• Go to Roadmap → Loyalty → Customers.
• Find the customer → verify their points balance.
• Compare it with your lowest redemption option.

👉 Tip: Offer lower-tier rewards (e.g. $5 for 500 points) to make redemption feel accessible.

3. Rewards Haven’t Been Created Yet

Customers can’t redeem points unless rewards are configured in your Roadmap settings.

To fix:

1. Go to Roadmap → Loyalty → Redemption Rules.
2. Click Add Reward (e.g. $10 off for 1,000 points).
3. Set the redemption type and point cost.
4. Save your changes.

👉 Create multiple reward tiers (e.g. $5, $10, $20) to give customers flexible choices.

4. The Customer Isn’t Logged In

Customers must be logged in to:

• View their current points
• See eligible rewards
• Redeem points at checkout

👉 Make sure they’re signed into their account on your store. You can also prompt login in your loyalty messaging.

5. Theme Cache or Customizations Are Blocking Display

In rare cases, theme customizations or cached templates can block app block rendering.

To resolve:

• Re-save your theme in Shopify → Customize to force an update.
• Check with your developer if custom templates are overriding app blocks.

6. Something Broke During Installation

If Roadmap was recently installed or updated:

• Confirm the Loyalty integration toggle is turned on in Roadmap → Settings.
• Test the widget using a test customer account.
• If nothing displays, contact our support team for help.

FAQs

Can customers redeem points on sale items or bundles?

 Yes — Roadmap rewards stack with discounts, bundles, and GWPs.

Do redeemed rewards apply automatically?

 Yes — Roadmap creates and applies the discount at checkout. No manual codes needed.

What happens if the customer doesn’t complete checkout?

 The reward is cancelled and points are automatically returned to their balance.

Can I show rewards before a customer logs in?

 No — points and rewards are only shown once a customer is logged in, for accuracy and privacy.

Summary

If rewards aren’t showing or redeeming:

• ✅ Add loyalty widgets in the Shopify theme editor.
• ✅ Ensure rewards are configured and customers have enough points.
• ✅ Check that the customer is logged in.
• ✅ Review any custom theme overrides or caching issues.

Still not working? [Contact support →] and we’ll help you test your setup.