Shopify might have created the reward even when NASP Rewards did not receive a complete response. Repeating the redemption or restoring points too early can give the customer two rewards.
Open the redemption
- Open the item under Needs attention on the NASP Rewards dashboard. You can also find it in Activity with the status Reconciling.
- Open the redemption review.
- Check the reward type, customer, points, value, creation time, and status history before taking action.
Discount rewards
For Amount off products, Amount off order, Buy X get Y, and Free shipping, NASP Rewards reserves the customer’s unique code before asking Shopify to create the discount.
When the outcome is uncertain, the redemption review shows Checking Shopify for this discount. NASP Rewards looks up that exact code:
- if Shopify has the code, the original redemption completes;
- if Shopify confirms the code does not exist, NASP Rewards returns the customer’s points; and
- if Shopify’s answer is incomplete, the redemption stays under review and is checked again.
Do not create the discount in Shopify, restore points manually, or ask the customer to redeem the same offer again while this check is in progress. If it does not resolve after the next scheduled check, contact support with the shop domain, reward title, code shown in the review, and approximate redemption time.
Store Credit
Shopify Store Credit does not provide the same exact-code lookup. A merchant must check whether the matching credit exists before completing the review.
If the credit was issued
Your Shopify account needs the Store credit and View store credit transactions permissions.
- From the redemption review, open the customer in Shopify.
- Open the customer’s Store credit balance and inspect recent transactions.
- Match the customer, amount, currency, and time shown in NASP Rewards.
- If needed, open Analytics → Reports → Store credit transactions and copy the full Store Credit transaction ID from the matching row.
- Enter that full ID and a review note in NASP Rewards, then choose Confirm issued.
If you cannot identify one exact matching transaction, contact support rather than guessing the ID.
If the credit was not issued
- Confirm there is no matching Store Credit transaction for the customer.
- In NASP Rewards, choose Restore points.
- Enter a review note and confirm.
The points may take a few minutes to reappear. If restoration remains pending, return to the review and choose Retry restoration.
Shopify explains the report fields in its store credit reports guide.
Need help? Contact NASP Rewards support