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Order settings determine when customers earn points, including which order statuses qualify and how points are calculated for customer orders.

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Update your order settings

  1. In Smile Admin, navigate to Settings > Platform > Order Settings.
  2. Click Edit.

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Order statuses that earn points

Choose which order statuses customers can earn points for. Available statuses include:
  • Incomplete
  • Pending
  • Shipped
  • Partially Shipped
  • Refunded
  • Canceled
  • Declined
  • Awaiting Payment
  • Awaiting Pickup
  • Awaiting Shipment
  • Completed (recommended)
  • Awaiting Fulfillment
  • Manual Verification Required
  • Disputed
Use the dropdown menu to select the statuses you want to award points for. You can select more than one status.
Note: Smile completes referrals based on the first order made by the referred friend. On BigCommerce, this order also needs to reach the earning status selected above. If the customer navigates away from the billing step or their payment is declined, BigCommerce may create duplicate orders and mark the first order as Incomplete. Because of this, Smile may not be able to complete the referral automatically. If this happens, we recommend manually awarding the advocate reward.

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Order statuses that remove points

You can remove points from a customer’s account based on the status of their order. Available statuses include:
  • Incomplete
  • Pending
  • Shipped
  • Partially Shipped
  • Refunded (recommended)
  • Canceled (recommended)
  • Declined (recommended)
  • Awaiting Payment
  • Awaiting Pickup
  • Awaiting Shipment
  • Completed
  • Awaiting Fulfillment
  • Manual Verification Required
  • Disputed
By default, rewards are cancelled when an order is refunded. Use the dropdown menu to select one or more statuses that should remove points from a customer’s account. To learn more, see Cancelling rewards and partial refunds.

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Rewarding taxes and shipping

You can choose whether taxes, shipping, handling, and wrapping costs are included in the rewardable order total. Select the appropriate options to include these amounts when calculating points earned on an order.

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Excluding discount codes from earning points

If you don’t want customers to earn points on portions of an order covered by discounts, credits, or certificates, you can enable any of the following settings:
  • Exclude coupons used
  • Exclude discount from Discount Rules
  • Exclude store credit used
  • Exclude gift certificates
When these settings are enabled, customers earn points only on the portion of the order they pay for directly. For example, a customer who redeems a $10 discount code on a $100 purchase would earn points on the remaining $90.