Troubleshoot Redeeming Rewards
We want you to be able to make the most of your Loyalty Programme. If a reward is not applying to an item as expected:
Make sure the item you added to the basket is in the list of applicable items for the reward. Sometimes, it’s possible that you have two items with the same name and only one is eligible for receiving a reward.
Check your item configuration. If you have a spend-based Loyalty Programme, make sure your buyer’s items are eligible to accrue points. You are responsible for communicating any Loyalty exclusions you set to your customers.
If you’re using an iOS device, the discount will be applied to the first eligible item in the basket. If you’re using an Android device, discounts will be applied to the most expensive item in the basket.