Help & FAQ

A Shopify store (Online Store channel recommended for the rewards launcher). Square is optional for in-store points — connect both with one click in Settings. Install from Shopify Admin → Apps; no Custom App or manual API keys.

Under 10 minutes for most merchants: install from Shopify Admin, sign in to SamePoints, enable the theme app embed, and optionally click Connect Square in Settings.

No. A guided product tour in the dashboard walks you through each page and Settings — no code or developer needed.

Open Shopify Admin → Apps → SamePoints → Install (or Open). Approve permissions when Shopify asks. You will be redirected to sign in or create a SamePoints account, then back to your dashboard. Do not type your store URL on samepoints.com — always start from Shopify Admin.

read_orders, read_customers, write_customers, write_gift_cards, and write_gift_card_transactions — to sync orders, update metafields, issue gift cards, and adjust balances (Square mirror / Set balance).

No. Click Connect in Settings and we register webhooks for you. Merchants do not paste webhook URLs or manage API keys.

Yes for the customer-facing Rewards launcher (theme app embed). Your Shopify plan should include Online Store; enable the embed under Themes → App embeds.

Points are credited the moment a Shopify order is marked as paid or a Square payment is completed. The webhook fires in real time.

Points earned from that order are automatically deducted from the customer's balance. Partial refunds deduct a proportional number of points.

When Automatic gift card redemption is on in Settings, reaching your points threshold (e.g. 3,000) issues a Shopify gift card and resets the balance for the next cycle. Turn the toggle off to accumulate points only until you add other reward types.

Yes. In Settings, update points per dollar, redemption threshold, gift card value, or disable auto gift cards. Changes apply to new transactions immediately.

Yes. SamePoints matches by email or phone when possible. If you see two profiles (e.g. Square-only and Shopify), open Customers, select both, and click Merge profiles to combine points and link both channels.

Yes, when the phone or email matches. SamePoints listens for new Shopify customer accounts (customers/create webhook), links the existing in-store profile, and syncs the balance to Shopify metafields. If they used a different email in-store vs online, merge profiles in Customers or use Edit points for a manual catch-up.

No — running both can double-award the same in-store payment. If you use SamePoints for a unified Shopify balance, turn off Square Loyalty first. See the FAQ below if you already subscribe to Square Loyalty.

Only if you already use Square Loyalty: pause or cancel it in Square Dashboard → Loyalty, disable Loyalty toggles on each POS device, then Connect Square in SamePoints Settings. SamePoints earns from payment webhooks — not Square Loyalty. Customer Display will not show SamePoints points; customers check balance on your Shopify store. Full steps: https://samepoints.com/docs/square-setup · https://samepoints.com/blog/turn-off-square-loyalty-unified-shopify-points

No — that screen is Square Loyalty only. With SamePoints, customers check balance on your Shopify Rewards launcher (usually on their phone). See /docs/square-setup for how this differs from Square Loyalty.

Configure scheduled order reconcile in Settings (optional interval) or run Reconcile now. SamePoints re-pulls recent paid Shopify orders and skips ones already processed.

Square Dashboard cannot export loyalty balances as CSV — call Square Support (account owner) for phone + points, then SamePoints → Import with Overwrite. Turn off Square Loyalty after import. Guide: https://samepoints.com/blog/turn-off-square-loyalty-unified-shopify-points

No. Opening balances must be imported via CSV. New earn uses Square payment webhooks after you connect Square in Settings.

Only successfully processed syncs count toward your plan limit: Shopify orders marked paid and Square payments completed. Failed, skipped, or duplicate webhook attempts are not billed.

Yes — the Free plan ($0 via Shopify App Pricing) includes up to 300 processed syncs per month and the same features as paid plans. Paid plans (Growth A$39, Pro A$79, Scale A$149) add higher sync limits. Only successfully processed syncs count toward your plan limit: Shopify orders marked paid and Square payments completed. Failed, skipped, or duplicate webhook attempts are not billed.

Open Settings → Billing → Change plan in Shopify to switch between Free, Growth, Pro, or Scale. To cancel, use Cancel subscription in SamePoints (short feedback + confirm), then complete cancellation in Shopify. Your historical points data stays; new orders stop earning points when you are no longer subscribed.

After connecting Shopify, choose the Free plan or a paid plan in Shopify to start syncing. Without an active Shopify subscription (including Free), your dashboard stays visible but new orders will not earn points.

Yes. Existing point balances are not affected. New rules only apply to transactions going forward.