Cash back is a reward type in Okendo Loyalty that automatically issues store credit to members when they place a qualifying order — no points accumulation or manual redemption required. You set the percentage of order value to return as store credit, and Okendo handles the rest.

With points, members earn abstract currency they must convert into a reward before using it. Cash back skips that step: members earn real monetary value (store credit) directly from each qualifying order, ready to apply at next checkout.

Yes. Cash back is a core feature available on all Okendo Loyalty plan tiers at no additional cost.

No. Cash back and points are separate earn rule configurations and can coexist in a hybrid program. Migration from points to cash back does not happen automatically — you'll need to configure the new earn rule and contact our support team.

Not on the same earn rule. Cash back and points both live on the 'Place an Order' earn rule, which only supports one reward type at a time — you can't award both points and store credit on the same order.

Store credit is only issued to enrolled loyalty members. Pending members (placed orders but not yet enrolled) can have credit tracked during your look back period, but it isn't issued until they enroll. Guest checkout customers don't receive store credit.

Three things must be in place:

See also: Store credits in Loyalty

No. New customer accounts and Shopify's native store credit are available on all Shopify plans. You just need new customer accounts, not legacy.

Wait Time is the delay between order placement and when Okendo issues the store credit. Setting this to match your return window (e.g. 14 days) prevents credit being issued on orders that may later be refunded. It also acts as a fraud deterrent.

Yes. After setting your base rate, configure Tier Variations to assign higher rates to higher tiers (e.g. Bronze 3%, Gold 8%).

Yes, via Okendo Loyalty Promotions. Two options:

Two promotions can't target the same earn rule and tier simultaneously. See: Using promotions in your loyalty program

Okendo automatically issues store credit to the member's Shopify account after a qualifying order. If a Wait Time is configured, credit issues once that period has passed. No action required from the member.

In their Shopify customer account, in Okendo's loyalty widget (if embedded), and as a payment option at checkout when signed in.

At checkout, logged-in shoppers see their store credit balance as a payment method. They select it to apply their full available balance. No coupon code required.

No. Shopify applies the full available balance when a shopper chooses to use store credit. If the balance exceeds the order total, the remainder stays on their account for future purchases.

Yes. Store credit can only be applied at checkout when signed into a Shopify customer account. Guest checkouts are not eligible.

Most common causes:

If they're logged in and still can't see a balance, confirm they're on new customer accounts (not legacy) and that a balance exists.

Expiry is optional. You can set an expiration period in the earn rule; if unset, credits don't expire. Shopify automatically draws from the soonest-expiring allocation when a member holds credits with different expiry dates.

Store credit can be applied to the first purchase of a subscription only. It cannot be applied to recurring billing cycles — this is a Shopify platform limitation.

Yes, if you have Shopify POS and store credit enabled for in-person sales. Note: store credit can't be active on POS without also being active online. POS staff need the appropriate Store Credit permissions in their POS role.

Yes. Shopify caps store credit at $15,000 USD (or local currency equivalent) per customer account.

No. Store credit is tied to the specific customer account and Shopify store that issued it. It cannot be transferred between accounts or stores.

Not necessarily. Okendo tracks store credit for pending members during your configured look back period. When they enroll, Okendo issues credit for qualifying orders that fall within that window.

The rolling window of past orders Okendo reviews when a pending member enrolls. Example: a 30-day look back means Okendo checks orders placed in the 30 days before enrollment and issues credit for eligible ones. Configured at Okendo Admin > Loyalty > Configure > Settings.

No. The look back window is snapshotted at the time each order is placed. Changes to the period don't retroactively affect existing pending credit calculations.

Pending members accumulate no store credit. The default is not "forever back" — it is zero. Configure this setting explicitly if you want pending members to be eligible.

No credit is issued at enrollment. Partial eligibility applies - only orders within the window count.

Example (30-day look back, 5% rate):

On enrolment (2 Apr), the 30-day window reaches back to 3 Mar. The 1 Mar order falls outside the window and is excluded. The 10 Mar and 25 Mar orders are within the window. $7.00 store credit is issued.

Okendo automatically attempts to claw back the store credit issued for that order, proportional to the refunded amount.

Okendo claws back as much as is available, up to the original credit amount. Shopify won't allow a negative balance, so if the credit is already spent, the transaction is marked Declined in the activity log and no clawback occurs.

Because store credit is real monetary value, communicate this clearly in your refund policy.

The credit is removed from the member's Shopify balance and the transaction is marked Declined.

No. Declined transactions can't be automatically reversed. To correct an error, manually issue store credit via Shopify Admin or contact Okendo Support.

For Cashback, currency is awarded 1:1 from the buyers purchase currency to what is rewarded. For example if an order is placed in USD, they'll receive USD. As currencies are divided into their own wallets, we remind Merchants to be mindful of this when managing a multi-currency store. If a shopper earns USD and then later returns to purchase another item in EUR, they will not be able to use their store credit as its in USD, and will need to make the purchase in USD.

No. Store credit can't be applied to draft or admin-edited orders. Send the member a checkout link so they can sign in and apply their credit at checkout.

Yes. Store credit issuances, redemptions, and balances are visible in Okendo Admin (activity log and member profiles) and Shopify Admin (Payments by Type reporting).

Okendo Activity

Shopify Reporting

Okendo sends the following events to connected ESPs (such as Klaviyo and Attentive) when loyalty actions award store credit. Use these events to trigger flows, for example, a "your cash back is ready" email when store credit lands.

Okendo Loyalty Store Credit Awarded

Fires when a customer earns store credit from a loyalty action.

For a complete reference of all Loyalty events and profile properties sent to Klaviyo, see Okendo data sent to Klaviyo.

Every time you place a qualifying order, you earn a percentage of your order value back as store credit - added directly to your account. No points to collect, no rewards to redeem manually.

Log in to your account to view your balance. It also appears at checkout as a payment option when you're signed in.

At checkout, select your store credit balance as a payment method to apply your full available balance. No discount code needed.

Store credit applies in full when you use it. If your balance exceeds your order total, the remainder stays on your account for next time.

Make sure you're logged in before checkout - store credit isn't available for guest checkouts. If you're logged in and still can't see a balance, your most recent cash back may not have been issued yet (there's sometimes a short wait after your order). Contact us if you need help.

Customise: Store credit expires [X days/months] after it is issued. / Or: Store credit does not expire.

No. Store credit is tied to your account with us and can only be used in our store.

If you return an order that earned store credit, the corresponding credit may be removed from your balance.

You may not have missed out. If you've placed orders recently, you may be eligible for store credit on those orders when you enroll - as long as they fall within our look back window. Sign up now to find out.