When a block doesn't appear

  • The block has been added to the right page in the theme editor
  • You added it to your published theme (not a draft theme)
  • The template (product, cart or account) is correct
  • For the point launcher, it is turned on in App embeds in the theme editor
  • The customer is logged in (blocks that show balances or history display a message asking the customer to log in until they do)
  • To show reward items, you are on the Standard plan or higher and have registered active items
  • To show the referral block, referrals are turned on in "Settings"

When points aren't granted

  1. Check the payment statusPoints are granted when payment is complete. Unpaid orders don't earn points.
  2. Check that it isn't a guest checkoutGuest checkout orders don't earn points.
  3. Check days until granted and the fulfillment statusIf days are set to 1 or more, points show as "Pending" until that many days have passed after fulfillment. Points for orders that haven't been marked as fulfilled are not confirmed.
  4. Check per-product settingsOn the Premium plan or higher, check that the product isn't excluded from earning.

When points can't be used in the cart

  • The customer is logged in (points can't be used with guest checkout)
  • The balance is at least the number of points being used
  • The points being used don't exceed the cart subtotal
  • The minimum points per redemption and redeem unit requirements are met
  • The cart doesn't contain products with point redemption restricted
  • A point discount isn't already applied (you can remove it with 「リセット」 (Reset) in the cart)
  • No other order discount is applied (point discounts can't be combined with other order discounts)

If the issue isn't resolved

Contact us by email with your store URL, the affected order number or customer, and the date and time the issue occurred. A screenshot of the Point History screen helps us investigate faster.

FAQ

I used points, but "Redeem" doesn't appear in the history

When points are used in the cart, they are only reserved, and the balance and history don't change. When the order's payment is complete, the points are deducted from the balance and appear in the history. Reservations not used within 24 hours are canceled automatically.

The points to earn on the product page differ from the points actually granted

The product page shows an estimate calculated only from the base earn rate and rounding. Member ranks, campaigns, per-product settings and the amount paid with points are reflected when points are granted for the order.

The dates and times in the exported CSV are off

Export dates and times are in Coordinated Universal Time (UTC). Add 9 hours to convert them to Japan time (JST).

Can I use LoyaltyPoint in a store that uses a currency other than yen?

LoyaltyPoint is only for stores that use Japanese yen (JPY). Points are always calculated as 1 point = 1 yen, so stores in other currencies are not supported.