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, all points from that order are reversed. If it was partially refunded, a proportional amount is reversed.
Note: if the customer has already spent those points (redeemed them before the refund was processed), their balance may go negative after the reversal. Perkie prevents balances from going below zero — if there aren’t enough points to reverse, the reversal will be capped at the current balance.
Can I manually adjust a customer’s points?
Yes. Go to Tracksies > Customers in the left sidebar, find the customer, and open their profile. Click the Adjust Points button. You can add or subtract any number of points and leave a note explaining why — that note appears in the customer’s transaction history.
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.
Customers browsing or checking out as guests will see a “Create an account to earn points” message rather than an earning badge. This message is intentional: it gives guests a concrete reason to create an account rather than just 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.
Redemption on subscription renewal payments can be configured in the Redemption tab — you can allow or restrict customers from applying points discounts to renewals.
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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.
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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?
No. Tracksies HQ is a required dependency. HQ provides the customer profile system that Perkie uses to store point balances, transaction history, badges, and tier data. Without HQ, there’s nowhere for that data to live.
If you haven’t set up HQ yet, start with the Tracksies HQ Getting Started guide first, then come back and activate Perkie.
Does Perkie slow down my store?
No. Perkie is designed so that all point calculations happen after an order completes — not during page loads. Customers browsing your store, adding to cart, and checking out don’t trigger any Perkie processing. Points are calculated and awarded in a background process after the order status changes to Completed.
The earning badges on product pages, cart, and checkout are lightweight and use cached data where possible. They don’t run database queries on every page load.
The one area where there’s a small amount of runtime work is the redemption panel at checkout — but this only loads for logged-in customers who are on the checkout page, and the balance lookup is fast.