When points are awarded
A paid order earns points when it was placed on or after the earning rule’s program start date. Points usually appear shortly after payment.
If you increase an order through Shopify’s order editing and collect another payment, the additional paid amount can earn more points.
How refunds reverse points
Refunding an order removes points based on the refunded amount and the earning rule recorded for that order. Later changes to your earning rule do not change the refund calculation, so the reversal stays matched to how the original points were earned.
NASP Rewards removes only points the customer still has.
- The balance never goes below zero.
- If the customer already spent some points, only the remaining points are removed.
- Points earned later are not taken to settle an earlier refund.
Unrecovered refund points
If the customer spent points before the refund, the full amount might no longer be available. NASP Rewards shows the difference as unrecovered refund points. This is a record for you, not a debt for the customer.
Review these records in Activity or on the customer’s detail page.
When activity appears
Points and refund adjustments are not real-time. NASP Rewards processes order payments and refunds every 15 minutes, so they can take about 15 minutes to appear. Customer redemptions begin immediately because the customer is waiting for store credit.
If activity is still missing
- Confirm the order is paid or the refund is complete in Shopify.
- Confirm an earning rule exists and the order was placed on or after its program start date.
- Wait for the next 15-minute update, then refresh Activity.
- Check the NASP Rewards dashboard for an order processing warning.
- If the transaction still does not appear, contact support with the shop domain and order number.