If a customer did not earn points for an order, start by checking whether Glow recorded an order points activity, then review the order and settings that control order earning.
Glow only awards order points when the order can be matched to a valid Shopify customer/member and the final points calculation is greater than 0.
Check the customer's points activity first
In Glow, go to Analytics > points Activity.
Use the activity list to confirm whether Glow recorded points for the order, removed points later, or did not create an activity at all.
If you see an order points activity, the customer may be checking a different account, email address, or phone number. If you see a later negative activity for the same order, points may have been removed by refund or return settings.
If there is no order points activity, continue through the checks below.
Check whether Glow can match the order to a customer
Glow needs a valid customer record before it can award order points.
Check the Shopify order for:
A customer attached to the order.
An email address or phone number.
The same email, phone, or Shopify customer account the shopper uses in the loyalty widget.
If the order was placed as a guest and Shopify did not create a usable customer record, Glow may not be able to award points automatically. There is not a current Award points for guest checkouts setting in Account Settings.
Also check whether the customer was excluded from loyalty or blocked from member creation. Excluded customers and blocked member emails do not receive points.
Check your order earning settings
In Glow, go to Settings > Account Settings > Rewards.
Make sure Place an Order is checked, and make sure the order earning rate is greater than 0.
The Shipping & Taxes setting changes which order amount is used:
Include Shipping & Tax uses the order total.
Exclude Shipping & Tax uses the order subtotal.
Glow rounds calculated order points. If the final calculation rounds to 0, no points are awarded.
Check order payment status and order source
Some orders are processed differently depending on how they were created or paid.
In Glow, go to Settings > Account Settings > Behavior and review Order Processing.
Check these settings:
Allow Third Party Orders: use this when imported or third-party orders should be eligible for points.
Award Points for Unpaid Orders: use this only when you want pending, authorized, or partially paid orders to be eligible before payment is fully captured.
If an order is unpaid, imported, or created by another app, it may not earn points unless the matching setting allows it.
Check order rules
Order rules can change the final points for an order.
In Glow, go to Rewards > Order Rules.
Look for rules that:
Set the whole order to
0fixed points.Multiply points down to a very small amount.
Remove points from matching product-tagged items.
Match the order because of order total, order tags, discount code, payment gateway, customer tags, product tags, or order source.
If multiple order rules match the same order, Glow applies the last matching rule in the list.
Check collection bonuses or overrides
Collection bonuses can also change the final points for matching products.
In Glow, go to Rewards > Collection Bonuses.
Check whether the order contains products affected by a collection bonus or override.
Bonus adds extra points on top of the base order points.
Override replaces the normal per-currency rate with a flat amount per item.
Scheduled bonuses only apply during their active date window.
Check whether points were removed after the order
If the customer earned points and then lost them later, check Settings > Account Settings > Behavior.
The refund and return settings can remove points after an order is fully refunded or returned. Partial refunds may still require a manual adjustment, depending on the situation.
Fix the customer balance if needed
After you confirm what happened, you can manually add or deduct points from the customer's member profile.
Include a clear note in the adjustment so your team knows why the balance was changed.
When to contact support
Contact Glow support if the order should have earned points but still did not.
Include:
Shopify order number.
Customer email or phone number.
Whether the order was paid, unpaid, POS, imported, or created by another app.
A screenshot of the customer's Glow point activity.
Any order rules or collection bonuses that might apply.
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