FAQ & troubleshooting

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.

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.

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.

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.

Check three things. First, make sure the Cart Drawer Loyalty app embed is enabled in the theme editor (Online Store → Customize → App embeds). Second, the widget only appears inside a cart drawer — if your theme is set to open the cart page instead of a drawer, use the Cart Loyalty Widget block on the cart page instead. Third, Gibbond auto-detects the drawer in most popular themes (Dawn, Eurus and others); if your theme uses a custom drawer element, open the app embed's settings and set “Cart drawer CSS selector” to your theme's drawer container (for example “#MyThemeDrawer” or “.my-drawer”). You can find the right selector by inspecting the open drawer in your browser's developer tools.

“Cart drawer CSS selector” tells the widget where your theme's cart drawer lives; it accepts a comma-separated list of CSS selectors and only needs changing if your theme isn't detected automatically. “Widget position” controls placement inside the drawer: “Before checkout button” shows the widget just above the drawer's checkout footer, while “Top of drawer” pins it above the cart items. “Accent Color” sets the widget's highlight color so it matches your brand.

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 If a particular customer still looks out of date, open Settings and use “Resync customer metafields” to refresh the storefront data for all members.

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.

Checkout UI extensions require Shopify Plus. On Plus, Gibbond enables it automatically. On other plans, use the cart widget and customer account block.

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.

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.