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      Why are my customers not earning points for WooCommerce?

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

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

      Below are some of the most common reasons.

      • The business made a category or a product point exempt through the "A La Carte" section in the Kangaroo business portal, 

      • The business adjusted the rule Customers can refund within x days of purchase in the Kangaroo business portal under Transaction Options. If the value isn't zero (0), customers will have to wait until the mentioned days have passed so the points are rewarded.

        For example, if it was 5 days, customers should wait five days to earn the points


      • The transaction Status in WooCommerce must be Completed so the customer earns points 
      • 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.