Loyalty troubleshooting

Loyalty issues almost always trace back to whether the customer was attached to the sale, or to duplicate customer profiles. Start there before assuming the math is wrong.

Before you start

Have the customer's profile open and the order number(s) in question.

Steps

Verify the sale had the customer attached — Open the order in Orders — no attached customer means no points.
Check for duplicate profiles — Search by name and by phone; points may be split across records.
Recompute expected points — Amount spent × your earn rate. Compare against the profile's balance change.
Review refunds — Refunding a sale can adjust points earned on it — factor that into the expected balance.

Common mistakes

Adjusting balances by gut feel instead of reconciling against orders first.
Blaming the rate configuration when the sale simply had no customer attached.

Troubleshooting

Balance looks too low.

Check duplicates and unattached sales — those two explain nearly every case.

Balance looks too high.

Look for redemptions that failed to complete, or refunded sales that didn't claw back points as you expected.

When to contact support

Points accrue at a different rate than your configured settings.
You need duplicate customer profiles merged.