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:

Go to AI Copilot → Settings → Points
Verify earning rules are enabled
Check point values are set (not zero)
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:

Check if product is marked “Exclude from points”
Verify product category isn’t excluded
Check if product is on sale (if “Exclude sale items” is enabled)
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:

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

Debugging Steps:

Step 1: Enable Debug Logging

Go to AI Copilot → Settings → Plugin
Enable “Debug Logging”
Make test purchase
Check logs at AI Copilot → Logs

Step 2: Manual Test

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

Step 3: Check WooCommerce Webhooks

Go to WooCommerce → Settings → Advanced → Webhooks
Verify WupSales webhooks are present and active
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.