There are a few reasons why your advocate or affiliate hasn't received their reward:
The advocate's referred purchases did not meet the required conditions to be eligible for a reward
Depending on the type of referral reward, there may be an additional delay
Conditions to be rewardable
The following conditions must be met for the advocate to receive a reward. To see if the purchase is rewardable or not rewardable:
Go to your Purchases and referrals page:
From the ReferralCandy dashboard, go to My Store > Purchases & Referrals.
From your Shopify admin, go to Purchases & Referrals.
In the search bar, find the purchase using the associated name, email address, or reference ID.
Once the purchase is found, check the Status to see if the purchase is rewardable or not rewardable.
To see more details about the purchase, click the External ID (Non-Shopify) or Shopify ID (Shopify).
The purchase information page shows the conditions that weren't met, making the referred purchase non-rewardable.
Text displayed | Details |
This purchase exceeds the allowed number of rewardable friend purchases | The advocate exceeded the maximum rewardable purchases they can make. |
This purchase did not meet the minimum purchase amount | The purchase did not meet the minimum purchase amount required. |
The purchase was refunded and is not eligible for rewards | The purchase was refunded, cancelled, or deleted. Learn more |
The advocate is banned and cannot get rewards | The advocate was banned and/or their purchase was disqualified. Learn more |
The purchase was made while the campaign was paused | Advocates can't make new referrals when your campaign is paused. |
Other reasons
There are possible reasons why the advocate or affiliate didn't receive a reward after the review period, aside from those listed in the table above:
Existing customer - The referred friend is already a customer of the store. Only new customers are eligible to be referred.
Tier minimum not reached - If you're using FlexiTiers, your advocate or affiliate must reach the minimum number of referrals to reach a tier and get rewarded.
Email not associated with PayPal - For cash rewards to be issued, the email address used by the advocate to register for your campaign should be linked to an active PayPal account. Coordinate with your advocate and have them open a PayPal account or link their email address to an existing one.
Note: Advocates and affiliates can only update their PayPal email address via the portal after they earn their first reward.
Additional delay based on reward type
Coupon reward
Coupon code rewards are sent out immediately once the conditions are met.
A reward email is sent to advocates to inform them of the reward. Advocates can then access the coupon code from their rewards page.
Cash reward
Cash rewards are only paid out after ReferralCandy has successfully billed you for the cost of the cash rewards due to your advocates. This happens monthly, together with your regular ReferralCandy monthly usage fees. The following sequence of events result in the cash reward being paid out:
ReferralCandy charges you for the total cost of the cash rewards.
Your payment is successfully processed
Cash rewards due to the advocates are paid out via PayPal automatically, with a processing time of 1 to 3 days.
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