Merchant help

The WishPoint merchant guide.

How points, goals, rewards, and the storefront widget work once WishPoint is installed. Settings and Boost below are pages in the WishPoint app in your Shopify admin.

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Points & rewards

How do customers earn points?

Customers earn points automatically on completed purchases. You set the earn rate (points per $1 spent) and redeem rate (points = $1 reward value) in Settings → Earning Rules. For example, earn rate 5 + redeem rate 50 = a 10% effective reward. By default WishPoint uses the order subtotal and excludes taxes; shipping counts only if you enable it. The active goal product (in any variant) and products bought using a WishPoint reward do not earn points; other products in the same order remain eligible. Customers see progress estimates on product pages, in the cart, and at checkout.

Can I exclude shipping costs from points?

Yes. In Settings → Earning Rules you can choose whether shipping counts toward points earned. When excluded, only the product subtotal is used — useful if you run free-shipping promotions and don't want them to inflate point totals.

Can I choose which products earn points?

Yes. By default every product earns points, and your goal list only controls which products customers can choose as a goal. In Settings → Goal Eligibility Rules, choose selected products or collections, then turn on "Only these products earn points". Everything outside the list, including gift cards and custom items, stops earning on new orders. An order with no earning products earns nothing on shipping either. While this is on, the cart shows a points estimate but checkout doesn't.

Can a product earn points without being a goal?

Only while "Only these products earn points" is off, when every product earns and the goal list limits goals alone. Turning it on uses one list for both, so a product on the list earns points and can also be chosen as a goal.

Why didn't a customer receive points for their order?

Check that the customer exists in Customers and that the order hasn't already been processed (orders are deduplicated by ID to prevent double awards). Points are only awarded once per paid order with an identified customer. Unpaid, pending, or guest-only orders will not create customer progress. An order containing only the goal product or a WishPoint reward product earns zero points, including on shipping. So does an order with no earning products when "Only these products earn points" is on.

What happens to points when a customer returns an item?

Points are adjusted automatically. A full cancellation deducts all points earned on that order. A partial refund deducts proportionally from the products that earned points. Returning an excluded goal product does not reverse points earned from other products. Multiple partial returns on the same order are each processed independently.

Do points expire?

Free uses a fixed 90-day inactivity window. Pro can configure the window or turn expiry off in Boost → Earning Rules. Pro expiry reminders can warn customers at the 30-day and 7-day marks.

Can I run double-points events or seasonal promotions?

Yes. Boost → Bonus Campaigns let you set a date range and a point multiplier — for example, 2× points during a sale weekend or 3× points on a product launch. The multiplier stacks on top of your base earn rate automatically.

Goals & redemption

What happens when a customer reaches their goal?

WishPoint generates a Shopify discount code for the selected reward product or variant and emails it to the customer if emails are enabled. Configure redemption in Settings → Redemption Behavior. You can also enable partial redemption — customers cash out whatever progress they've built up, even before 100%, and receive a proportional discount.

Do points carry over when a customer sets a new goal?

Your choice. With carry-over enabled (Settings → Redemption Behavior), existing balance is credited toward the new goal immediately. With carry-over off, the progress bar resets — the points aren't lost, they just don't count toward the new target until new purchases are made.

Can I bundle free shipping with a reward?

Not currently. WishPoint reward codes discount the selected reward item only. Free shipping is intentionally not bundled into the same discount code because a broad shipping discount could apply to unrelated carts.

What happens if a customer does not use their reward code?

Reward codes expire after 30 days. If WishPoint has not verified usage before expiry, the code is deleted where possible and the reserved points are released back to the customer.

Widget & storefront

Why isn't my widget showing up on the storefront?

Three things must be true: (1) the WishPoint app embed is enabled in your theme editor (Online Store → Themes → Customize → App embeds), (2) Widget is enabled in Storefront settings, and (3) your theme is published and live. If all three are set, try a hard refresh (Cmd/Ctrl + Shift + R).

Why does a product page say "Not available as a goal"?

That product is outside your goal list, so customers can't choose it as a goal. It can still earn points unless "Only these products earn points" is on, in which case the page says "Not eligible for rewards". Change the list in Settings → Goal Eligibility Rules.

Does WishPoint work with my Shopify theme?

Yes. WishPoint uses Shopify's native Theme App Extensions — no code is injected into your theme files. It works with any Online Store 2.0 theme, including Dawn, Craft, Refresh, and any premium theme.

Does disabling the widget pause the whole program?

No. Disabling the widget hides the customer-facing storefront experience but keeps existing points, wishlists, transactions, and settings intact. Customers cannot select or redeem goals from the widget until it is enabled again.

Will it slow down my store's Lighthouse score?

No. The widget loads asynchronously and is only initialised after the page is fully interactive. It has zero impact on your Core Web Vitals or Lighthouse performance score.

What widget styles are available?

WishPoint ships with 7 visual styles — Minimal, Immersive, Glass, Gradient, Playful, Neon, and Elegant — plus light, dark, and auto colour schemes. There are two layout types: a floating circle button and a sticky progress bar. All styles support custom brand colours. Configure in Storefront settings.

Emails & notifications

Which emails are sent automatically?

Transactional emails — Points Earned, Goal Reached, and Redemption Confirmation — fire automatically whenever emails are enabled. Pro adds near-goal nudges (80%+ progress), monthly summaries, inactivity re-engagement, and expiry warnings. Saved preferences for those advanced emails resume when Pro is active. Configure them in Boost → Email Notifications.

What address do emails come from?

WishPoint uses Resend for reliable transactional delivery. Emails are sent from a WishPoint-managed domain on your behalf. The sender name includes your shop name so recipients know the email is from your store.

Data & privacy

Is customer data preserved if I reinstall WishPoint?

WishPoint is designed to restore an existing shop record when the same store reinstalls, but privacy deletion requests and retention policies can remove customer data. If a merchant needs a guaranteed export before uninstalling, contact support first.

What happens to customer data if I uninstall permanently?

Shopify sends WishPoint an uninstall webhook and customer privacy webhooks remain available for deletion/export requests. Customer data associated with your shop is handled according to Shopify's privacy requirements and WishPoint's retention policy. You can request a data export or deletion at any time by emailing support.

Do I need to know how to code?

Not at all. WishPoint is entirely no-code. The onboarding wizard walks you through every setting, and widget blocks are added via the visual Shopify theme editor.