Customers redeem points from the Glow widget on your Shopify storefront.
The exact design depends on your widget style and settings, but the basic flow is the same: the customer signs in, opens the widget, chooses an available reward, and then uses the discount code or claims the product reward.
Before a customer can redeem points
A customer can redeem points when:
They are signed in to their customer account.
They have enough points for the reward.
The reward is enabled.
The reward is available to their VIP tier, if you use VIP tiers.
The reward has not already reached its redemption limit.
The customer is not excluded from your loyalty program.
If the customer is not signed in, the widget shows options to create an account or sign in before they can use their points.
Open the Glow widget
Customers open the Glow widget from your storefront. By default, Glow adds a launcher button to your store. When customers open it, they can see their point balance and the loyalty options available to them.
In the modern widget, customers can use Get Rewards to redeem points and Discounts to find discount codes they have already redeemed.
Choose a reward
The customer selects Get Rewards to see the rewards they can redeem.
Each reward shows the reward name and the number of points needed. If the customer has enough points, they can select Get Reward.
If the customer does not have enough points, Glow shows progress toward the reward instead of letting them redeem it.
For flexible rewards, the customer chooses how many points to redeem. Glow uses your flexible reward settings to calculate the discount amount.
For product rewards, the customer may need to choose a product variant or shipping address before the reward can be claimed.
Confirm the reward
Depending on your settings, Glow may ask the customer to confirm before redeeming the reward.
After the customer confirms, Glow subtracts the points from their balance.
Use the reward
For fixed amount, percentage, free shipping, and flexible rewards, Glow creates a Shopify discount code when the customer redeems points.
The customer can find the code in the widget. In the modern widget, discount codes appear under Discounts and can be copied with the copy icon.
In the pop-up widget, customers can use Copy to Clipboard. If you have the apply button enabled, they can also select Apply to apply the code to the cart.
If modern widget auto-apply is enabled, Glow tries to apply the newly redeemed discount code to the customer's cart automatically. If the code cannot be applied automatically, the customer can still copy the code from Discounts and enter it at checkout.
Shopify checks the discount rules at checkout. If the reward is limited to a minimum order amount, one product, one collection, or specific discount combinations, the customer's cart must match those rules for the code to work.
Product rewards work differently
Automatic product rewards do not create a normal discount code.
When a customer redeems an automatic product reward, Glow creates a Shopify order for the selected product or variant and subtracts the reward's point cost from the customer's balance.
If the product needs shipping, the customer needs a usable shipping address before the reward order can be placed.
Troubleshooting
The customer does not see a reward
Check that the customer is signed in and has enough points.
Then check the reward in Rewards > Manage Rewards. Make sure it is enabled, available to the customer's VIP tier, and has not reached its redemption limit.
Also check the member record to make sure the customer is not excluded from your loyalty program.
The customer redeemed points but cannot use the discount code
Open the reward and review the discount settings.
The most common causes are:
The cart does not meet the reward's minimum order amount.
The cart does not contain the required product or collection.
The discount is not allowed to combine with another discount already in the cart.
The discount code has already been used as many times as allowed.
The customer is trying to use the code on a subscription order when the reward is not configured for subscriptions.
The customer does not see an Apply button
The Apply button depends on your widget settings and widget style.
Customers can still copy the code and paste it into the discount code field at checkout.
The customer redeemed a product reward but did not get a code
That is expected for automatic product rewards. Glow creates a Shopify order instead of a discount code.
Check the customer's point activity and your Shopify orders to confirm the reward order was created.
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