Articles on: FAQs and More

Why isn't the customer rewarded yet?

The customer will not be rewarded if the reward conditions are not satisfied on nector. The conditions will depend on what you have setup on your account.
Here are the common conditions due to which rewarding might not happened:


  1. The order statuses don't match the conditions setup on your account.
  2. If you are skipping reward on certain tag, then if the order has that tag, the reward will not be given.
  3. If you have setup delayed rewarding, the reward will be given only after the set duration.


To understand in detail, please go through each of the sections below and verify your settings


Checking your reward conditions


  1. Go to Earning Rules tab inside the Loyalty Settings in the Loyalty Program




  1. Scroll to Order Placed Reward and click on the Edit button


  1. The new page will open with 5 different options for customizing. We will describe in detail here.




Reward Settings




Make sure that status of the order, for which the rewarding hasn't happened, matches with your Reward When setting.


Kindly note, if you are relying on order delivery status to reward the customer, make sure the delivery status is updated from the shopify end. So incase, your Reward when condition relies on order delivery status, kindly go to Order History as the example shown below and check the status of the affected order






Reward Only On Certain Products/Categories


If you have added some products here, then reward will be given only for those products and not the entire order amount. Similarly, if you have added any product categories, then reward will be given only to the products belonging to those categories.





Skip Rewarding On Certain Products


If you have added some products here, then reward will be skipped only for those products.





Skip Rewarding On Certain Tags


If you have added any tags here, then rewarding will be skipped for orders that contain any of the mentioned tags.





Skip Rewarding On Certain UTM Sources


If you have added any UTM sources here, then rewarding will be skipped for orders that contain any of the mentioned UTM sources.





Delayed Rewarding


If you have enabled delayed rewarding, the reward will be given only after the set duration. Please follow the below steps to check if you have enabled delayed rewarding.


  1. Click on Advanced Settings under the Save button


  1. Then click on the Execution Rule Settings tab


  1. Check if the Reward after 'n' days since the activity occured option is selected under the When to execute this action field. If so, please check if the set duration has elapsed for the order you are checking.





Hopefully following these steps should have solved your problem if not you can always contact us at support@nector.io




Updated on: 28/03/2024

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