FAQ & troubleshooting
Quick answers to the questions merchants ask most often. Still stuck? Reach out to support from your plan.
Do customers need an account to earn points?
Points are tied to a customer. With auto-enrollment on, customers are enrolled when they create an account; you can also let guests opt in at checkout, which enrolls them on their next paid order.
When do points become spendable?
It depends on your confirmation mode: immediately on order paid, after a holding period (delayed), or when the order is fulfilled. Pending points are visible to the customer but can't be redeemed yet.
What happens to points on a refund?
If clawback is on, points are reversed proportionally to the refunded amount, capped at the current balance. Points that were still pending are simply cancelled.
Can a customer double-spend points?
No. The balance is checked before any redemption goes through, so a customer can't spend more than they have — even with several devices or tabs open. If a discount can't be created for any reason, the points are returned automatically.
Why isn't the cart-drawer widget showing?
Your theme likely uses a non-standard drawer element. In the theme editor, open the Cart Drawer Loyalty app embed and update the “Cart drawer CSS selector” to match your theme's drawer container.
I changed a tier discount — why don't I see it on the storefront?
Tier changes apply right away for everyone on that tier. If a particular customer still looks out of date, open Settings and use “Resync customer metafields” to refresh the storefront data for all members.
Do I need to create the tier discount in Shopify?
No. Gibbond creates and maintains the “Loyalty Tier Perks” automatic discount for you whenever you save tiers. You'll see it under Discounts in your admin.
Is the checkout extension available on my plan?
Checkout UI extensions require Shopify Plus. On Plus, Gibbond enables it automatically. On other plans, use the cart widget and customer account block.
How do I send loyalty emails?
Use Shopify Flow with Gibbond's triggers (e.g. Points earned, Tier upgraded) and a Send Shopify Email action. There's no separate email engine to set up.
Can I wipe all loyalty data to start fresh?
Yes — Settings → Danger zone → Reset all data. It deletes points, history, tiers, boosts and redemptions (settings are kept). Type RESET to confirm; there's no undo.