Why aren’t points being awarded to customers?

Points not being awarded correctly is a common issue with straightforward solutions.

Common Causes & Solutions:

1. Points Rules Not Configured

Symptoms: No points awarded for any action

Solution:

1. Go to AI Copilot → Settings → Points
2. Verify earning rules are enabled
3. Check point values are set (not zero)
4. Ensure “Enable Points” toggle is ON

2. Order Status Not Qualifying

Symptoms: Some orders get points, others don’t

Solution:

• Points typically awarded when order status = “Completed”
• Check Settings → Points → Order Status
• Add additional qualifying statuses if needed (Processing, On-hold)
• Verify orders are actually reaching completion status

3. Product/Category Exclusions

Symptoms: Specific products don’t earn points

Solution:

1. Check if product is marked “Exclude from points”
2. Verify product category isn’t excluded
3. Check if product is on sale (if “Exclude sale items” is enabled)
4. Review custom product point rules

4. User Role Restrictions

Symptoms: Some customers don’t earn points

Solution:

• Check Settings → Points → User Roles
• Ensure customer’s role is included (usually “Customer”, “Subscriber”)
• Admins/Shop Managers might be excluded by default

5. Delayed Point Award

Symptoms: Points appear hours later

Solution:

• Check if “Delay points until” is configured
• Some stores delay points until return period ends (14-30 days)
• Verify WordPress cron is running properly

6. Plugin Conflicts

Symptoms: Points stopped working after plugin update

Solution:

1. Deactivate other recently installed/updated plugins
2. Test with default WordPress theme
3. Check error logs at AI Copilot → Settings → Logs
4. Common conflicts: other loyalty plugins, cache plugins

Debugging Steps:

Step 1: Enable Debug Logging

1. Go to AI Copilot → Settings → Plugin
2. Enable “Debug Logging”
3. Make test purchase
4. Check logs at AI Copilot → Logs

Step 2: Manual Test

1. Create test order as customer
2. Manually change order status to “Completed”
3. Check if points were added in customer profile
4. Review points history for transaction record

Step 3: Check WooCommerce Webhooks

1. Go to WooCommerce → Settings → Advanced → Webhooks
2. Verify WupSales webhooks are present and active
3. Check webhook logs for failures

Still Not Working?

If points still aren’t being awarded:

• Verify WooCommerce version compatibility (6.0+)
• Test with default WooCommerce settings
• Check PHP error log for fatal errors
• Contact support with debug log attached

Quick Test: Manually add points to a customer (AI Copilot → Customers → Adjust Points). If this works, the issue is with automatic point rules, not the core system.