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Store credit isn't available at checkout

The customer has a balance, but checkout doesn't offer store credit as a payment option. Check these in order.

1. Is a conditional visibility rule hiding it?

Look at: DollarBack admin β†’ Settings, the store credit visibility setting. It's either always show or show on condition, a cart total/subtotal threshold enforced by a payment-customization function at checkout.

You'll see: visibility set to a condition like "cart total β‰₯ $50" while the customer's cart is below the threshold. This is the most common cause: the credit isn't gone, the payment option is deliberately hidden for that cart.

Fix: if the rule is intended, no action; the option reappears once the cart crosses the threshold. Otherwise switch the setting back to always show (it applies to new checkouts immediately).

2. Is the customer logged in?

Look at: how the customer reached checkout.

You'll see: store credit is tied to the customer's account. A guest checkout, or a checkout under a different email/account, shows no store credit option.

Fix: have the customer sign in to the account that holds the balance before checking out.

3. Does the balance currency match the checkout currency?

Look at: the currency of the customer's credit versus the market/currency they're checking out in. Credit is issued in the customer's resolved currency, and Shopify offers a store-credit balance only when it matches the checkout currency.

You'll see: for example, a USD balance while the customer browses your EUR market, so checkout won't offer the USD credit.

Fix: have the customer switch back to the market/currency their credit was issued in. For stores selling in several currencies, expect balances to be usable only in their own currency.

4. Are Shopify's store-credit prerequisites met?

Look at: your Shopify admin settings. DollarBack issues Shopify-native store credit, so checkout only shows it where Shopify supports it: store credit must be enabled as a payment method in your Shopify payment settings, and the customer experience must support it (it isn't available on every checkout type or accelerated wallet flow).

You'll see: store credit missing for every customer, not just one, which points to a store-level prerequisite rather than a DollarBack setting.

Fix: enable store credit in Shopify's payment settings and re-test with a normal web checkout.

5. Is the balance actually available?

Look at: the customer's entry in the credit log and the scheduled rewards tab.

You'll see: the credit still pending under a holding period, or already expired.

Fix: pending credit releases automatically at the end of the holding period; expired credit is gone unless you re-issue it manually.

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