Glow rewards create Shopify discount codes. When a customer redeems points, Glow subtracts the points and asks Shopify to create the discount code using the settings from that reward.

If a customer says a code is not working, check both places:

In Shopify, go to Discounts and search for the customer's code.

The Shopify discount page shows whether the code is active, what type of discount it is, whether it combines with other discounts, and how many times it has been used.

Open the discount in Shopify to review its full rules.

If the code was already redeemed by a customer, changing the reward in Glow will not always update that already-created Shopify discount code. Edit the existing code in Shopify if you need to fix a code the customer already has.

For future codes, open the reward in Glow.

Go to Rewards > Manage Rewards, then select the reward that created the code.

Review these settings:

If the reward is limited to orders above a minimum amount, the cart subtotal must meet that amount before Shopify applies the code.

Check both the reward in Glow and the generated code in Shopify.

If the reward is limited to a product or collection, the customer's cart must contain an eligible item.

If the customer adds a different product, Shopify will reject the code or show that the code is not available for the items in the cart.

In Glow, Once redeemed, how many times can the customer use the discount? controls the usage limit placed on the Shopify code.

If this is set to 1, the code is meant to be used once.

Open the code in Shopify and check the usage count.

Shopify only combines discounts when the discounts are configured to combine with each other.

In Glow, the Discount Combinations checkboxes control the combination settings for new codes generated from that reward.

For a code the customer already redeemed, open the code in Shopify and review the Combinations section.

Customers might also have an automatic discount in the cart. If the Glow code is not allowed to combine with that discount, Shopify may reject one of the discounts or apply the better discount.

Rewards can be set to Subscription and One-time or Only One-time Purchases.

If a reward is set to one-time purchases only, the generated discount code will not apply to subscription purchases.

If the reward allows subscriptions but the store does not have a compatible subscription app or Shopify does not allow subscription discount fields for the store, Glow retries code creation without the subscription-specific fields. In that case, the code may behave like a one-time-purchase discount.

A free shipping discount can only reduce a shipping charge that exists.

If the customer's cart already qualifies for free shipping through your shipping rates or another discount, there may be no remaining shipping charge for the Glow code to reduce.

Open the code in Shopify and check its status.

Glow-created codes normally start on the day they are created and do not have an end date, but a code can be edited directly in Shopify after it is created.

Some stores use settings that lock generated codes to the customer who redeemed the reward.

If that setting is enabled, the code is not meant to work for a different customer.

If you want future reward codes to work differently, edit the reward in Rewards > Manage Rewards.

If the customer already redeemed the code, update the existing discount code in Shopify.

After changing the settings, test with a cart that matches the rules: