Understanding a customer's loyalty timeline
Read a customer's loyalty timeline: earnings, spendings, admin actions, and the exact reasons an order or review didn't award points.
Every loyalty profile in Manage Customers has a Timeline. Use it to explain a customer’s points balance and loyalty activity.
What gets logged
The timeline can record events from when the customer enters Shopify. This includes non-awarded events before loyalty membership begins.
It records:
Earnings from every rule that awards points.
Spendings, including the code and acting user.
Admin adjustments, redemptions, and membership changes.
Not Awarded events and their reason.
Personal loyalty pauses and resumptions for B2B company members.
Filter with All, Earnings, Spendings, and Not Awarded.
Why points were not awarded
Not Awarded events explain how earning conditions affected an order or review.
Every order assessed by an active Place an order rule produces one entry, either Earned or Not Awarded. An order is never left without an entry, even when nothing was earned.
Common notes include:
All items in this order were ineligible for points based on your earning rule filtersSome items were discounted and excluded from earningReview points not awarded — Customer has not purchased the reviewed productThe gift card in this order was discounted. Your Place an order rule excludes discounted items from earning, and this applies to gift cards too.Gift cards do not earn points for the purchaser under your gift card setting.
An Earned entry can also carry a note about what was left out, for example A discounted gift card in this order was excluded from earning. See Who earns points on Shopify gift cards for the full set of gift card outcomes.
Check the timeline before treating missing points as an issue. Most entries identify the matching earning condition.
Membership History
Membership History records membership start-date changes and tier changes.
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