Why are customers not earning points in BigCommerce?

How things are set up, or changes made to set up in BigCommerce or in the Kangaroo business portal, can often explain why customers aren't earning points.

• The business adjusted the rule customers can refund within x days in the Kangaroo business portal. If the value isn't zero (0), the customers will have to wait until the mentioned days have passed so the points are rewarded.
  For example, if it was 5 days the customers should wait five days to earn the points.
  

• The transaction Status in BigCommerce must be Completed so the customer earns points.
• The customer might be using another identifier (email/phone number).
  
  

  If none of the reasons mentioned above are applicable, please reach out to a support agent with the Sale ID so they can look into it.