Redeeming loyalty points not working

[iona1]

Hi there, our customers have enough points to redeem against free items and when they come to pay for the product it pops/ up saying 'you have rewards available' but when you go to redeem it it still charges for the cookie? 

[Breffni]

Hi @iona1, welcome to the Seller Community! 

Sorry to hear you're running into this. 

To apply a reward to a purchase on your Point of Sale app:

1. Visit your item library.
2. Tap Rewards.
3. Enter your customer’s 10-digit phone number to search for available rewards.
4. Select rewards to apply to your customer’s basket.

When you run through these steps, can you let me know what happens next? I'd just need some additional details to troubleshoot here.