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.
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.
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.
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.
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.
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.
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.
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.
Last updated