Running a successful loyalty program is all about making customers feel valued and appreciated. But sometimes, customers might miss out on earning points for their orders, which can lead to confusion. Don’t worry—we’re here to help you sort it out! Here’s a quick and friendly guide to common issues and how you can fix them.
1. Guest Checkout Is Not Enabled
By default, Glow doesn’t award points for guest checkouts unless you turn this option on. If a customer places an order without creating an account, their points won’t be applied.
How to Fix This:
Head over to your Glow dashboard and enable the “Award points for guest checkouts” setting. This way, points are applied even if customers don’t create accounts.
Let your customers know how much easier it is to track points by creating an account
—they’ll appreciate the heads-up!
2. Order Rules Are Restrictive
Sometimes, loyalty program rules like minimum purchase amounts or product exclusions can prevent points from being awarded. While these rules can help shape your program, they might catch customers off guard.
How to Fix This:
Take a moment to review your rules in the Glow dashboard. Are they clear and aligned with your goals?
Share these rules with your customers so they’re in the loop about what qualifies for points.
3. Collection Bonuses or Overrides
Special collection bonuses are a great way to reward customers, but they can sometimes override regular point calculations. This might explain why some customers don’t see the points they expect.
How to Fix This:
Double-check your Glow settings to see how collection bonuses are applied. Are they clear and working as intended?
Make sure your customers know about these bonuses through your loyalty program terms or promotions—it’s a great way to keep them engaged!
Handling Customer Questions
If a customer reaches out about missing points, here’s how you can handle it smoothly:
Check if they placed the order as a guest or created an account.
Review whether the order meets your program’s rules and any collection bonuses.
If needed, manually adjust their points in Glow to make things right—it’s a great way to show you care!
By tackling these common issues head-on, you can ensure your customers enjoy a seamless loyalty experience. Happy customers mean repeat business, and that’s a win-win for everyone!
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Please let us know if you have any questions.
Sincerely,
The Glow Team