> 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/referral-wasnt-tracked.md).

# A referral wasn't tracked

A referrer says a friend ordered, but no reward landed. One rule explains most cases, so start there.

## 1. Was the referral code actually on the order?

**Look at:** the referee's order in Shopify admin, specifically the discounts applied to it.

**You'll see:** whether the referrer's code appears as a discount on the order. This is decisive: **attribution is code-based**. A referral counts only when the referee's order used the referrer's discount code. There is no cookie or link-only attribution. Sharing a link, visiting the store from it, or mentioning a friend at checkout does nothing by itself; the code must be applied to the order.

**Fix:** if the code isn't on the order, the referral can't be tracked automatically; credit the referrer manually if you wish. Going forward, remind customers their friend must enter the code at checkout.

## 2. Did the order meet the minimum order value?

**Look at:** the referral config's minimum order value condition.

**You'll see:** the referee's order total below the minimum; the code either wouldn't apply at checkout or the reward was skipped.

**Fix:** expected behavior; lower the minimum if it blocks too many orders. An order paid entirely with store credit and gift cards is also skipped; the reward base is calculated after those deductions.

## 3. Is the referee a new customer?

**Look at:** the "new customers only" condition on the config, and the referee's order history in Shopify.

**You'll see:** a referee with previous orders while the config requires new customers.

**Fix:** expected behavior. The condition exists to stop existing customers cycling codes. Disable it on the config if you want to reward all referred orders.

## 4. Has the code hit its max uses?

**Look at:** the config's max-uses limit and the referral logs (**DollarBack admin → Analytics**, referral section) for earlier orders with that code.

**You'll see:** the code already used the maximum number of times.

**Fix:** raise or remove the limit for future referrals; past over-limit orders won't be rewarded retroactively.

## 5. Is the config expired or inactive?

**Look at:** the referral config's status and expiration date in **DollarBack admin → Referral**.

**You'll see:** the config expired or paused at the time of the order; its codes stop attributing rewards.

**Fix:** reactivate or extend the config. Also check config priority if you run several: the reward comes from the first config matching the referrer's tags, which may not be the one you expect.

One more nuance: each referee order is rewarded at most once, so a duplicate complaint about the *same* order is expected behavior, not a bug.

## Related articles

* [How referral rewards are calculated and tracked](/dollarback-store-credit/referral-program/how-referral-rewards-are-calculated-and-tracked.md)
* [Referral conditions and limits](/dollarback-store-credit/referral-program/referral-conditions-and-limits.md)
* [Run multiple referral configs](/dollarback-store-credit/referral-program/run-multiple-referral-configs.md)
* [How customers share referral links](/dollarback-store-credit/referral-program/how-customers-share-referral-links.md)