> For the complete documentation index, see [llms.txt](https://help.dollarlabs.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.dollarlabs.io/dollarback-store-credit/troubleshooting-and-faq/customer-didnt-receive-cashback.md).

# A customer didn't receive cashback

Run this checklist top to bottom, most common cause first. Keep the order open in Shopify admin and the credit log (**DollarBack admin → Analytics**) beside it.

## 1. Is the customer excluded by tag?

**Look at:** the customer's tags in Shopify admin, against the excluded tags list in **DollarBack admin → Settings**.

**You'll see:** a tag on the customer (e.g. `wholesale`) that matches your exclusion list. Excluded customers never earn; nothing appears in the credit log.

**Fix:** remove the tag from the customer, or from the exclusion list, for future orders. Past orders can be credited manually.

## 2. Has the trigger event happened yet?

**Look at:** your trigger setting in **Settings**: cashback issues when the order is *created*, *paid*, or *fulfilled*.

**You'll see:** for example, trigger = fulfilled and the order still unfulfilled. No credit is expected yet.

**Fix:** nothing is wrong. Complete the fulfillment (or payment) and the credit issues.

## 3. Is the credit pending, not missing?

**Look at:** your holding period in **Settings** (0–365 days), and the scheduled rewards tab in **Analytics**.

**You'll see:** the credit listed as pending/scheduled. During the holding period it exists but isn't spendable, so the customer's checkout balance won't include it.

**Fix:** none needed; it releases automatically when the hold ends. Tell the customer the date.

## 4. Did the customer hit a frequency limit?

**Look at:** the cashback config's frequency limit, and the customer's earlier credits from that config in the credit log.

**You'll see:** the customer already earned from this config the maximum number of times in the window.

**Fix:** expected behavior. Raise the limit on the config if it's too strict, or credit manually as a goodwill gesture.

## 5. Was the order inside the config's date window?

**Look at:** the config's start and end dates.

**You'll see:** the order placed before the start or after the end date, so the config didn't apply.

**Fix:** extend or reopen the config's dates for future orders.

## 6. Does the sales channel qualify?

**Look at:** the order's sales channel versus your channel filters (web, draft orders, POS).

**You'll see:** e.g. a draft order while draft orders are excluded.

**Fix:** enable the channel in settings if it should earn.

## 7. Was the order paid with store credit or gift cards?

**Look at:** the order's payment breakdown, and the "pays with store credit" / "pays with gift cards" settings.

**You'll see:** an order fully covered by store credit or gift cards while the setting is "no cashback" (or "real money only" / "non-gift-card portion" with nothing left over). The cashback base is $0 by design.

**Fix:** expected under your settings. Change them only if you *want* credit- or gift-card-paid amounts to earn.

Still unexplained after all seven checks? Contact support with the order ID.

## Related articles

* [When credit is issued](/dollarback-store-credit/earning-cashback-programs/when-credit-is-issued.md)
* [How cashback is calculated](/dollarback-store-credit/earning-cashback-programs/how-cashback-is-calculated.md)
* [Settings](/dollarback-store-credit/settings.md)
* [Exclude customers from earning](/dollarback-store-credit/earning-cashback-programs/exclude-customers-from-earning.md)