Some merchants are experiencing anomalies with the allocation of points.
The points are attributed by the module, automatically, after the purchase.
At this stage, the points are not usable and remain pending validation.
Only validation will allow customers to use the points earned.
The validation is done, automatically, when the order goes to the status chosen by the merchant in the module configuration.
If, for example, the module is configured to award points for the status "Delivered", the points will be valid as soon as the order takes this status.
The bug reported is the following: the status of the order corresponds to the status used by the module to award the points earned to the customer.
Despite this, the points remain in the "pending" status and cannot be used.
How can we prevent this from happening again?
In this case, the following checks should be made.
1) Check that the "Merchandise Returns" option is not activated in the back office.
This option adds 14 days to validate the points, starting from the day the order takes the status that validates the points.
If the option is active, the points will be "Available" only at the end of this period.
This option is useful to prevent fraud: it prevents customers from using the earned points to place a second order and then request a refund for the first order.
The problem could be related to this option. In this case, the points will be awarded correctly within 14 days.
If this is not the cause of the problem, check the second point.
2) This type of problem can happen when another module uses the same hook that the "Loyalty Program" uses.
You will have to check this in the back-office:
- Go to the menu item Desing > Positions.
- Check the option to display all hooks
If this is not the case, move the module to the first position with a drag and drop.
This way the other modules will not interfere with the "Loyalty Program" and the points will be allocated correctly.