Lightspeed Retail

Lightspeed Retail - Why are my customers not earning points?

You might've noticed customers not earning points for transactions. What's causing this to happen?

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

Below are some of the most common reasons.

  • The customers are attached and assigned to "customer types" in lightspeed retail and at the same time, this customer type isn't allowed to earn points in the Kangaroo which are settled in the rules section under this customer type.
  • The business made a category or a product point exempt through the "A La Carte" section in the Kangaroo business portal, 
  • The Autorewards rule isn't enabled in the Kangaroo business portal. Customers will ONLY earn points on purchases or transactions IF the rewards button in the POS is clicked.
  • If the business adjusted the rule "customers can refund within x days" in the Kangaroo business portal. If the value isn't zero (0), . If not 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

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