thread Customers getting charged full price when redeeming loyalty points. Where is that money going? in Customer Engagement

Customers getting charged full price when redeeming loyalty points. Where is that money going?

tamtrublue — Sun, 21 Sep 2025 11:15:22 GMT

We have customers reporting to us and showing proof that they are being charged the full amount for their product when redeeming loyalty rewards. We are only receiving the transaction amount after the loyalty points have been removed. Where is the money going?

Re: Customers getting charged full price when redeeming loyalty points. Where is that money going?

pessosices — Thu, 02 Dec 2021 01:31:34 GMT

Hey @tamtrublue

Thats super strange.

I would recommend double checking the terms of your rewards to make sure that the items they’re purchasing qualify for your rewards.

Can you reply here with some screenshots of your Rewards info & qualifications, and some of the transaction where the points were redeemed but no discount applied?

Re: Customers getting charged full price when redeeming loyalty points. Where is that money going?

grove121 — Sat, 12 Mar 2022 03:31:13 GMT

This is happening to me also, did you get this resolved?