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Common Issues & Solutions

Widget Not Showing on Store​

Symptoms​

  • Loyalty program widget doesn't appear on product pages, cart, or checkout

Quick Fixes​

Step 1: Verify App Installation

  1. Go to Shopify Admin → Settings → Apps and sales channels
  2. Search for "Glancito"
  3. If not listed → reinstall from Shopify App Store
  4. If listed → click to verify it shows "App is installed"

Step 2: Clear Cache & Reload

  • Hard refresh your store (Cmd+Shift+R on Mac, Ctrl+Shift+R on Windows)
  • Open in an incognito/private browser window
  • Try a different device

Step 3: Check Widget Settings

  1. In Glancito, go to Settings → Appearance
  2. Verify these toggles are ON:
    • ✅ Show on Product Pages
    • ✅ Show in Cart
    • ✅ Show in Checkout
  3. Check that your Primary Color is set

Step 4: Verify Store Connection

  1. Go to Settings → Store Connection
  2. Confirm status shows "Connected"
  3. Check last sync is recent

Points Not Being Awarded​

Symptoms​

  • Customer makes a purchase but points don't appear in their balance

Diagnosis Checklist​

1. Is the earn rule enabled?

  • Go to Settings → Earn Rules
  • Make sure the toggle is ON (green)

2. Is the customer enrolled?

  • Go to Members and search for the customer's email
  • If not listed → they need to enroll first

3. Did the order sync from Shopify?

  • Wait 5 minutes and refresh
  • Check Members → [Customer] → Transactions

4. Are there product exclusions?

  • Go to Settings → Earn Rules
  • Check if the purchased product is excluded

Rewards Not Displaying​

Symptoms​

  • No rewards appear in the loyalty widget
  • Rewards show as "Out of Stock"

Quick Fixes​

1. Check Reward Status

  • Go to Rewards
  • Look for status (🟢 Active, 🟡 Coming Soon, 🔴 Paused)
  • If not Active, click the reward and change status

2. Check Redemption Limits

  • If limit shows 100 and you have 100 redemptions → it's sold out
  • Increase the limit or remove it entirely

Campaign Emails Not Sent​

Symptoms​

  • Campaign shows as scheduled but never sends
  • 0% delivery rate

Diagnosis​

1. Check Campaign Status

  • Go to Campaigns
  • Check if it shows ⏳ Scheduled (not yet sent time)
  • Check if it shows ❌ Failed (error occurred)

2. Check Audience Size

  • Click the campaign
  • Look at "Recipients: X members"
  • If 0 → no one is in the selected segment

3. Check Email Validation

  • Go to Settings → Email Configuration
  • Verify your "From" email address is set

Slow Dashboard / Performance Issues​

Symptoms​

  • Dashboard takes 10+ seconds to load
  • Charts don't render

Quick Fixes​

1. Clear Browser Cache

  • Hard refresh (Cmd+Shift+R on Mac, Ctrl+Shift+R on Windows)
  • Close and reopen the browser

2. Check Internet Speed

  • Glancito works best on 5+ Mbps connections
  • Try wired instead of WiFi

3. Reduce Data Range

  • Instead of 12 months, try 3 months in reports

Customer Data Not Syncing​

Symptoms​

  • Customer profiles show incomplete info
  • Orders from Shopify not appearing

Diagnosis​

1. Check Shopify Connection

  • Go to Settings → Store Connection
  • Look for ✅ "Webhooks Active"
  • If ❌ click "Reconnect"

2. Wait for Sync

  • First sync can take 5-30 minutes
  • Check "Last Sync" timestamp

3. Verify Shopify Permissions

  • Go to Shopify Admin → Settings → Apps and sales channels → Glancito
  • Check permissions include: read customers, read orders, read products

Refunds & Cancellations Not Reversing Points​

Symptoms​

  • Customer refunds order, but points aren't deducted
  • Order cancelled but member keeps the points

Diagnosis​

1. Check Order Status in Shopify

  • Go to your Shopify Orders page
  • Find the order
  • Check "Financial Status" (should be "Refunded")
  • If it still says "Paid" → refund hasn't processed yet

2. Wait for Glancito Sync

  • Glancito syncs refunds within 5 minutes
  • Wait and refresh your member profile

3. Check Transaction History

  • Go to Members → [Customer] → Transactions
  • Look for a reversal entry with "Refund" in description
  • If missing → contact support

Fix: Manually Adjust Points​

If points weren't automatically reversed:

  1. Go to Members → [Customer Name]
  2. Click "Deduct Points"
  3. Enter the amount to deduct
  4. Add a note: "Points reversal for refunded order #12345"
  5. Click Deduct

Contact Support​

If you've tried all the above and still have issues:

Email: support@glancito.com

Include:

  • Your store name
  • Description of the issue
  • Screenshot(s) if possible
  • Steps to reproduce

We typically respond within 2-4 hours during business hours (9am-6pm PT).