Loyalty or rewards points should apply at cart — and they do not.

Several “credit / discount / points” products can look like “loyalty is broken.” They do not share a fix. This page is only when loyalty or rewards points are not applying at cart or checkout. Typed discount codes not applying is discount-code-not-applying. Admin discount codes not stacking is shopify-discount-code-not-stacking. Discount Functions / automatic discounts not stacking is shopify-discount-function-not-stacking. Store credit / account credit not applying is shopify-store-credit-not-applying. Gift card balance wrong / not updating is shopify-gift-card-balance-wrong. Refund → Store credit never issuing is shopify-refund-to-store-credit-failing.

Soft links when the bug is adjacent: points-expiry / about-to-expire emails never sending is loyalty-points-expire-email-not-sending. Functions automatic discount math with no loyalty-UI goal is shopify-functions-discount-not-applying. Customer segment automatic discounts are shopify-customer-segment-discount-not-applying. This playbook stays on loyalty / rewards points expected at cart or checkout → redeem UI missing or points line never applies.

Open the loyalty app admin (Smile.io / LoyaltyLion / Rivo / Yotpo / similar) for the customer who should redeem. Confirm points balance > 0, not expired, not locked by VIP tier / fraud hold, and that the redemption rule covers this product / collection / market. Confirm the Shopify customer record matches the loyalty profile (email / customer ID).

Confirm the redeem widget, cart drawer points block, account page rewards panel, Checkout UI points extension, or App embed is enabled on the live (Current) theme— not only on a draft. Capture whether redemption creates a Shopify discount code, an automatic discount / Function line, or an app cart attribute.

Run an incognito session logged in as that customer → cart → checkout. Screenshot: does the redeem UI appear? After redeeming, does cart.js / checkout show a points / loyalty discount line? Compare guest vs logged-in so you know login is the gate. Capture Markets currency and order total vs minimum redemption.

Force a clean new customer accounts (or classic) login on the credited customer. Fix zero / expired / locked points in the loyalty admin. Re-enable redemption UI on Current. Align Markets currency and minimum-order / excluded-product rules. Clear CSS / sticky ATC / cookie-banner overlays that hide the redeem control.

If the loyalty app owns checkout, confirm App embeds on Current and that the checkout profile includes any Checkout UI extension the app ships. Confirm the discount / Function / code path the app uses is Active and combines with the cart’s other discounts the way you expect. Disable one conflicting discount / cart / upsell app at a time if points only fail when that app is on. Retest cart → checkout → paid order with the loyalty discount line visible in Admin → Orders.

Soft notes: if expiry emails are the only failure, use loyalty-points-expire-email-not-sending. If a typed code is the real path and never applies, use discount-code-not-applying. If store credit is what buyers expect, use shopify-store-credit-not-applying.

Discount codes not applying is discount-code-not-applying. Discount code stacking is shopify-discount-code-not-stacking. Discount Functions not stacking is shopify-discount-function-not-stacking. Store credit not applying is shopify-store-credit-not-applying. Gift card balance wrong is shopify-gift-card-balance-wrong. Refund to store credit failing is shopify-refund-to-store-credit-failing.

The only honest test for this page: logged-in customer with a positive points balance on the live theme → cart (and checkout if the control lives there) shows redeem UI → redeeming writes a loyalty / points discount line → paid order shows it in admin. Anything else is a different product.

Stay DIY if you can spend one afternoon on the list above: prove login + points balance, prove redeem UI on Current, capture cart/checkout screenshots, fix Markets / app conflicts, retest. That is the whole playbook. No agency required. Short answers also live on the merchant FAQ. Related pages: points expiry email, store credit, discount codes, Discount Functions, gift card balance.

Pay for help when the work is not the points toggle — it is connecting the stack you already have so lead capture is not dying in DMs, storefront and checkout-ready exceptions land in a channel you already check, and the live store is one workflow instead of a spreadsheet plus a Slack bot you forgot. That is the Latch AI Ops install.

What $997 USD one-time buys: lead capture on the live store, ops alerts in a channel you already check, and a checkout-ready workflow. 72 hours after collaborator access, not after payment. One live Shopify store. Access plus a delivery thread. Store URL collected at checkout. Not a SaaS seat, not a theme rebuild retainer, not a conversion guarantee, not a brand or theme job.

Other shops’ public ranges, not testimonials: a checkout / ops install typically runs $500–$2,500. A full ops consulting block typically runs $2,000–$5,000. $997 is the cheap end of that work, sold as a 72-hour install of three systems — not as an earnings number or conversion-lift claim.

What it does not buy: more orders, recovered revenue, a forever loyalty-redemption-uptime guarantee, or a case study. Latch AI Ops has not published customer proof because there are no customers yet. You are buying the install.

Checkout is on Whop. Operator is Nico. United States offer. You can revoke collaborator access after handoff. We do not take owner passwords.