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There are several order settings that you can configure that will allow you to control when and how your customers points balances will be calculated on their purchases.

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Overview

You can update your order settings by going to Settings > Platform > Order Settings > Edit Your program’s order settings are where you can choose which order settings customers can earn points for.

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Which order statuses customers can earn points for

Once you’ve accessed your Order settings, you can choose which order statuses customers can earn points for. These statuses include:
  • Incomplete
  • Pending
  • Shipped
  • Partially Shipped
  • Refunded
  • Canceled
  • Declined
  • Awaiting Pickup
  • Awaiting Shipment
  • Completed (recommended)
  • Awaiting Fulfillment
  • Manual Verification Required
  • Disputed
You can choose which statuses you’d like to award points for using the dropdown menu. You can choose more than one status for this field.
Note regarding referral programs on BigCommerce: Smile completes referrals based on the first order made by the referred friend. On BigCommerce, this order also needs to hit the ‘reward at’ status that you’ve set above. If the customer navigates away from billing, either to go back in the checkout flow or even if payment is declined, BigCommerce will create duplicate orders and mark the first with an ‘Incomplete’ status. Because of this, we won’t be able to complete the referral. When this happens - we recommend manually awarding the advocate with the advocate reward.

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Cancelling rewards for specific order statuses

You also have the option to remove points from a customer’s account based on the status of their order.
  • Incomplete
  • Pending
  • Shipped
  • Partially Shipped
  • Refunded (recommended)
  • Canceled (recommended)
  • Declined (recommended)
  • Awaiting Pickup
  • Awaiting Shipment
  • Completed
  • Awaiting Fulfillment
  • Manual Verification Required
  • Disputed
While the default setting is to cancel rewards on Refunded orders, you can choose to change which one or more statuses will remove points using the drop-down menu. You can learn more about cancelling rewards or partial refunds here.

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How to award points for taxes and shipping

Your program’s order settings give you the option to reward customers for different parts of an order, including the subtotal, taxes, shipping, handling, wrapping. Simply check the box to include those as part of the rewardable total for the order.
Tip: Rewarding customers for taxes and shipping is a great way to demonstrate your program’s value by helping customers earn as many points as possible per order.

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Excluding coupon discounts from earning points

Similarly to taxes mentioned above, if you would not like customers to earn points on the points they’re using for a reward, you can choose to Exclude coupons used, Exclude discount from Discount Rules, Exclude store credit used, or Exclude gift certificates. This setting means that customers redeeming a $10 coupon on a $100 purchase will only earn points on the $90 they are spending out of their own pocket.
Tip: If your customers points balances are low, you can easily boost them by allowing them to earn points on the rewards they’re redeeming. This will get them excited to earn and redeem more rewards, keeping them actively engaged in your program.