> For the complete documentation index, see [llms.txt](https://docs.roadmap.so/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.roadmap.so/reviews/troubleshooting/review-submitted-but-no-points.md). # Review submitted but no points If a customer says they submitted a review but didn’t receive points, it’s usually because the review hasn’t been **approved and published** yet, and/or the customer wasn’t a loyalty member at the time Roadmap tried to award points, or the customer attempted to submit a review using a **one-time review form URL** that was already used.
### Quick checklist Confirm the earning rule exists Go to **Loyalty Program** → **Points** and review **Ways to earn**. Make sure you have a **Leave a review** rule. Verify the review meets the requirement In **Ways to earn**, check the rule description for **Leave a review**. Points are awarded when the review is **approved and published**. Confirm the customer’s points record Go to **Loyalty Program** → **Manage Customers** and open the customer record to confirm whether points were awarded. Rule out a one-time link issue If the customer says they “submitted again” (or keeps trying), confirm they are not using a review form URL that has already been used for that **product ID + order ID**. If you’re testing, use a brand-new test customer and a brand-new order/review URL. Re-using the same review form link can make it look like the form is “broken” when it’s actually enforcing the one-submission rule. {% stepper %} {% step %} ### Verify your “Ways to earn” setup Open **Loyalty Program** → **Points**. On the **Loyalty Points** screen, your earning actions appear under **Ways to earn**. * To change a rule, click **Edit** next to it. * To create a new rule, click **Add way to earn**. Common earning rules you might see include **Account Signup**, **Celebrate a Birthday**, **Place an order**, **Customer Tag**, and **Leave a review**. {% endstep %} {% step %} ### If the issue is a review, check these scenarios Leave a review: points didn’t trigger In Roadmap, the **Leave a review** earning rule is awarded when the review is **approved and published** (this is shown in the rule description). * Confirm the customer actually submitted a review. * Confirm the review has been approved/published (unapproved reviews won’t earn points yet). * In **Ways to earn**, click **Edit** next to **Leave a review** to confirm the points amount. If your team moderates reviews, there can be a delay between submission and publication—points won’t be awarded until the review is published. The customer joined loyalty after purchase Sometimes it looks like a customer “joined loyalty after buying.” This can happen when the customer places an order first, then creates an account later (for example, a legacy account created after purchase). If your loyalty program requires a customer account, points can only be awarded once the customer exists as a loyalty member profile. Confirm loyalty membership timing Go to **Loyalty Program** → **Manage Customers** and open the customer. Confirm they appear as a loyalty customer and review their recent activity/points changes. Check the order email matches the loyalty customer Make sure the email address used for the order matches the email on the loyalty customer record. If the order was placed as a guest using a different email, points may be awarded to a different customer record (or not at all). Use Klaviyo to confirm the sequence In Klaviyo, open the customer profile and review the event timeline. Look for Roadmap review activity (for example the **Roadmap: Review Submitted** metric) and compare timestamps to the customer’s account/loyalty enrolment timing. If your Klaviyo customer timeline shows the review event occurred before the customer had a loyalty account, that helps explain why points weren’t attached at the time of submission. The review form link was already used (one submission per URL) Roadmap review request links are designed for **one review submission per form URL**. The URL includes a **product ID** and an **order ID**. Once that product/order combination has already been used to successfully submit a review, attempting to submit again with the same URL won’t create a second review. * If a customer clicks the same review request email link multiple times (or forwards it), they may hit this one-submission limit. * If your flow re-sends the same email/link for the same order, it can also lead to repeat clicks of an already-used URL. If the customer says they submitted a review but then tries to submit again using the same URL, it may look like “nothing happens” even though the original review submission worked. We have development scheduled to add an on-screen error message for this scenario so it’s clearer to customers when a review link has already been used. {% endstep %} {% step %} ### Check the customer’s points in “Manage Customers” If the earning rules look correct but the customer claims they didn’t earn points, confirm what Roadmap recorded for that customer: Open Manage Customers Go to **Loyalty Program** → **Manage Customers**. Find the customer Search for the customer and open their record. Verify points and recent activity Confirm the customer’s current points balance and check whether the expected points were added after the review was **approved and published**. If the points are present in **Manage Customers** but the customer can’t see them on your storefront, review your storefront setup in **Edit Loyalty Widgets** (from the top of the **Loyalty Program** page). {% endstep %} {% endstepper %} ### When to contact support If none of the checks above explain the issue, collect these details before clicking **Contact Support** (on the **Loyalty Program** page): * A screenshot of **Points** → **Ways to earn** showing the **Leave a review** rule description * The customer email (or Shopify customer name) * The related order number and the product reviewed * Whether the review is approved/published * What you see in **Loyalty Program** → **Manage Customers** for that customer (points balance and recent activity) * If relevant: confirmation that the customer used the same review form URL more than once (or that the URL was re-sent) --- # Agent Instructions This documentation is published with GitBook. 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