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The Delay order points setting lets you choose when customers receive points after they place an order. This setting applies only to points earned from orders. Points earned from other actions, like sign-ups or social actions, are not delayed. This setting is off by default, so points are awarded immediately. When you turn it on, points are delayed by the number of days you set (30 days by default). You can adjust the delay to match your return window.
Feature availability: Points delay is available on Growth, Plus, and Enterprise plans.

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How points delay works

When you turn on this setting:
  • Points earned from orders are delayed.
  • Points enter a pending state instead of being awarded immediately.
  • Customers receive points after the order meets your order settings and the delay period.
  • You can review a customer’s pending points on their profile under Pending Points.
While points are pending:
  • They can’t be used.
  • They don’t count toward VIP tiers.
  • They’re removed if the order is refunded.

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What customers see when points are pending

Customers are notified that points are pending alongside their points balance. Messaging explains when points will become available. Pending points appear in the following places:
  • Points balance in the loyalty panel and Loyalty Hub
  • Order confirmation and status pages
  • Points earned emails

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Turn on delay order points

To add a delay to points earned from orders:
  1. From Smile Admin, go to Program > Points.
  2. Find the Delay order points card.
  3. Click Turn on.
Note: When you turn on this setting for the first time, only new orders will have delayed points. Points from past orders are not affected.

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Edit the delay period

The default delay is 30 days, but you can set any value between 1 and 90 days. We recommend matching this to your return window.
  1. In the Delay order points card, click Edit.
  2. Enter your preferred number of days.
  3. Click Save.
Important: Changes to the delay period apply only to new orders. Previous order points are not affected, and orders that already have pending points keep their original release timing.

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Turn off delay order points

  1. In the Delay order points card, click Turn off.
  2. Confirm the change.
Important: When point delay is turned off all pending points begin processing immediately and are released within 24 hours. New orders receive points right away.

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Common questions

Why didn’t my customer receive points right away? Points are delayed while this setting is turned on. Customers receive points only after the order meets your order settings and the delay period. What happens if an order is refunded? Pending points from that order are removed. Can customers use points while they’re pending? No. Pending points can’t be used and don’t count toward VIP tiers until they are released. Do delayed points expire? No. Points expiration starts only after the points are released. Does this affect all ways customers earn points? No. This setting applies only to points earned from orders. Points earned from other actions are not affected. Does changing the delay affect existing pending points? No. Only new orders use the updated delay. Existing pending points keep their original release timing. By default this is set to 30 days, but you can adjust the delay to match your return window.