Answers to the questions that come up most often when setting up and running Perkie.
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Points & Balances
Do customers lose their tier if they spend points?
No. Tiers in Perkie are based on lifetime points earned — the total accumulated over a customer’s entire history with your store. Spending points (redeeming them for discounts) doesn’t reduce that lifetime total. A customer who has earned 2,000 points and redeemed 1,500 of them still sits at the tier their 2,000 lifetime points qualifies them for.
This is intentional. If redemption knocked customers down a tier, they’d be punished for doing the thing you want them to do. Lifetime earned as the tier metric means your most loyal customers stay recognised regardless of how often they redeem.
What happens to points when an order is refunded?
Points earned on a refunded order are deducted from the customer’s current balance automatically. Perkie calculates the refund as a proportion of the original order total and reverses the corresponding points. The deduction is logged in the customer’s transaction history so there’s a clear record.
If an order was fully refunded or cancelled, all points from that order are reversed. If it was partially refunded, a proportional amount is reversed.
If the customer has already spent those points, the reversal still goes through, so their balance can go below zero. They can’t redeem until it’s back above zero, and their next purchase earns it back.
Points the customer spent on the order come back to them: the same share as the money refunded, or all of them if the order is cancelled. That’s the Refund returns points setting on the Redemption tab, which is on by default.
Can I manually adjust a customer’s points?
Yes. Go to Tracksies > Customers in the left sidebar, find the customer, and open their profile. In the Loyalty panel, enter the points and a reason, then click Adjust Points. Use a negative number to take points away. Your customer sees the reason in their points history, so write it for them.
Manual adjustments are useful for goodwill gestures, fixing sync issues, or running one-off promotions for specific customers.
How do I see all my customers’ points?
Go to Tracksies > Customers in the left sidebar. Each customer profile shows a points balance badge. You can browse through your customers from there, or open any individual profile to see their full transaction history, current tier, and balance breakdown.
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Earning Points
Why aren’t points showing on product pages?
A few things to check, in order:
- Is Perkie enabled in Features? Go to Tracksies > Settings in the left sidebar, click the Features tab, and confirm the Perkie module is switched on.
- Is the earning rate set? Go to Tracksies > Perkie > Earning tab. If the earning rate is 0, no points would be earned and nothing is displayed.
- Is the product excluded? In the same Earning tab, scroll down to the exclusions section. If the product (or its category) is on the exclusion list, it won’t show an earning badge.
If all three look fine and the badge still isn’t appearing, check whether your theme is overriding WooCommerce product page templates. Custom themes sometimes do this in ways that drop hooks — if that’s the case, contact our support team and we can help you work around it.
Why didn’t a customer earn points on their order?
Three things are required for points to be awarded:
- The order must reach Completed status. Points are not awarded on Processing, On-Hold, or any other status. If the order is still in Processing, points haven’t been credited yet — that’s by design. Once it’s marked Completed, they’ll be awarded.
- The product must not be excluded. If all items in the order are on the excluded products or categories list, there’s nothing eligible to earn points on.
- The customer must have an account. Guests don’t earn points. Points are tied to a customer profile, which requires an account. If the customer checked out as a guest, they won’t have a profile to credit.
If all three conditions are met and points still weren’t awarded, check Tracksies > Settings > Debug tab, enable Perkie logging, and place a test order to capture what’s happening.
Can guests earn points?
No. Points require a customer account — there’s no way to track a balance without one.
Guests still see the earning badge on product pages, at your base rate, and on the cart and checkout they’re prompted to create an account to earn. That’s intentional: it gives guests a concrete reason to create an account rather than asking them to register for no obvious benefit.
If a guest later creates an account and you want to back-fill points for their previous orders, you can use the Import tab (see the Importing Historical Orders guide) to process those orders once their account exists.
How do points work with subscriptions?
Points are earned on each subscription renewal payment when the renewal order reaches Completed status — the same as any other order. Each renewal is treated as a separate order, so a customer on a monthly subscription earns points every month.
There’s no separate setting for redeeming points against renewals. If you run referrals, the Subscription Credit option on the Referrals tab can pay a referrer’s coupon reward as a credit on their next renewal. See Referrals.
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Troubleshooting
Why is redemption not appearing at checkout?
Two most common causes:
- The customer doesn’t have enough points. The redemption option only appears when a customer’s balance meets or exceeds the minimum you’ve set in the Redemption tab. If their balance is below the minimum, the option is hidden. This is intentional — there’s no point showing a redemption option for an amount too small to use.
- The Perkie redemption feature is disabled. Go to Tracksies > Settings > Features tab and check that points redemption is enabled.
If both of those look fine, confirm the customer is logged in — redemption isn’t available for guest sessions.
Something’s not working after a WordPress or WooCommerce update
Check whether there’s a Perkie update available. Go to Plugins in the left sidebar and look for an update notice. Updates are released promptly after major WooCommerce and WordPress releases to maintain compatibility.
If you’re already on the latest version, enable debug logging at Tracksies > Settings > Debug tab — select Perkie logging, reproduce the issue, then click Copy for Support to send the log to the support team.
Can I cancel a redeemed coupon?
Yes. Customers can cancel their own redemptions from the Pending Rewards section in My Account. Each pending coupon has a Cancel button — clicking it voids the coupon and returns the redeemed points to the customer’s balance immediately. As a store admin, you can also delete the coupon from WooCommerce > Coupons — but using the Cancel button is the cleaner approach because it handles the points refund automatically.
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Technical
Where do I find debug logs?
Go to Tracksies > Settings in the left sidebar, then click the Debug tab at the top of the page. Enable the Perkie logging toggle and click Save Changes. Once logging is enabled, Perkie will write detailed event logs as things happen.
To view the logs, stay on the Debug tab — the log viewer is on the same page. The Copy for Support button copies the log content to your clipboard, formatted for sending to the support team.
Disable logging again once you’re done troubleshooting. Logs rotate automatically every 7 days or when they reach 5MB, so they won’t grow indefinitely.
Is Perkie compatible with HPOS?
Yes. Perkie is fully compatible with WooCommerce’s High-Performance Order Storage (HPOS). All order queries use WooCommerce’s standard APIs, which route correctly whether your store uses traditional post-based storage or the newer HPOS tables. There’s nothing you need to configure — it works automatically.
Can I use Perkie without Tracksies HQ?
Yes. Points earning, tiers, referrals, redemption, special dates, sign-up bonuses, the cart and checkout display, and the Points & Rewards tab in My Account all work with just WooCommerce.
The one thing to know: Perkie’s customer emails are sent through Tracksies HQ, so without HQ no Perkie email goes out. HQ also adds the Loyalty panel on each customer’s record, with Adjust Points and their points history, and HQ-Based Offers.
If you install HQ later, Perkie automatically detects it and links customer records — no migration or manual setup needed.
Can I offer free shipping as a reward?
Yes. Since v1.3.0, you can let customers redeem their points for free shipping on an order. Configure this in Tracksies > Perkie > Redemption tab. When enabled, a “Redeem 500 points for Free Shipping” button appears in the cart rewards panel alongside the standard points-to-discount redemption option. Customers spend a set number of points to remove shipping costs from their current order.
Can customers redeem points for products?
Yes. Since v1.4.0, customers can redeem points for free products instead of (or in addition to) discount coupons. You control which products are available for redemption using include/exclude product and category lists in the Redemption tab.
To show customers what’s available, use the [perkie_rewards] shortcode to display a rewards catalogue page. Products that can be redeemed also get a tab of their own on the product page, named after your points, where eligible customers can redeem directly. You can also place the [perkie_product_redeem] shortcode on any page or template to display the redemption option for a specific product.
Can I run double points promotions?
Yes. Since v1.5.0, Perkie supports store-wide bonus events. Go to Tracksies > Perkie > Bonus Events tab to create a bonus event. Each event can apply a multiplier (e.g., 2x points) or a flat bonus (e.g., +50 points per order), and you can set a minimum order value and start/end dates.
When a bonus event is active, the earning estimate in the cart and checkout shows “Includes: {Event Name} (+X bonus)” so customers know the promotion is running. Bonus events are a great tool for seasonal campaigns, store anniversaries, or slow-period boosts.
What are HQ-Based Offers?
With Tracksies HQ installed, Perkie can send a customer a coupon when HQ applies a tag to them, such as Cooling Off when their buying slows down. You set them up on the Tracksies Rewards tab: which tag sets the offer off, what the coupon is worth, and how often one customer can receive it.
This needs Tracksies HQ, because the tags come from HQ. Everything else in Perkie works without it.
Can I run multiple bonus events at once?
Yes. You can have several bonus events active at once, and all of them apply to the same order. A customer shopping during both a “Summer Double Points” event and a “Weekend Bonus” event receives both bonuses. The cart earning estimate names the active events together on one line, joined with a plus sign, so customers can see what’s running.
How they add up is set on each event, on the Create Event form. Separate (the default) works the event’s bonus out from the base points on its own and adds it. Together chains with other Together events, so their multipliers compound.
Do I need Tracksies HQ for all features?
No, with one exception. Points earning, tiers, referrals, redemption including free shipping and free products, bonus events, special dates, sign-up bonuses, the cart and checkout display, and the Points & Rewards tab in My Account all work with just WooCommerce.
The exception is email: Perkie’s customer emails are sent through Tracksies HQ, so without HQ no Perkie email goes out. HQ also adds HQ-Based Offers (a coupon when HQ tags a customer), the Loyalty panel on each customer’s record with Adjust Points and their points history, and their survey answers alongside their orders.
Does Perkie slow down my store?
Points are awarded once an order completes, not while customers shop.
A few things do run while customers shop, because that’s their job: the earning badge on product pages, the earning estimate in the cart and at checkout, the reward tiles, and the loyalty discount, which is worked out as the cart totals. They’re light, and they only run on the pages that show them.