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. If a customer places an order before joining, the credit they would have earned is held as pending credit. They receive it if they enroll within your enrollment window, which starts from the date of each order. 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. When a customer places an order before joining your program, Okendo holds the credit they would have earned as pending credit. If they enroll within your enrollment window, Okendo issues credit for every order that’s still inside its window.

The enrollment window is how long a customer has, after placing an order, to join your program and still receive cash back on that order. Each order has its own window, starting from the order date. The default is 7 days. You can change it in Okendo Admin > Loyalty > Settings > General, under Store Credit.
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Example: with a 14-day enrollment window, a customer who orders on March 1 has until March 15 to enroll and receive credit for that order. If they enroll on March 16, that order is no longer eligible.

No. Each order’s window is set when the order is placed, using the setting at that time. If you change the enrollment window later, existing pending credit keeps its original expiry date. The new setting applies only to orders placed after the change.

Setting the enrollment window to zero turns off pending credit. Customers who order before joining won’t receive cash back on those orders when they enroll.

Yes. If your earn rule has a store credit expiry, it also applies to pending credit, counted from the order date. Okendo uses whichever period is shorter.

​Example: if your enrollment window is 14 days but your earn rule expiry is 7 days, a customer who orders on March 1 has until March 8 to enroll, not March 15. If they enroll on March 10, no credit is issued for that order.
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Only orders still inside their window earn credit. Older orders are excluded.

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

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.

For earn rules tied to an order (like cash back), the currency is always the order currency. For non-order earn rules (Birthday Rewards, Anniversary, enrollment bonuses, and similar), there is no purchase transaction to anchor the currency to, so Okendo resolves it differently.

Single-market stores

Store credit is always issued in the store's default currency. No additional lookup is needed.

Multi-market stores

Okendo works through the following signals in order until it can resolve a currency:

Examples

Shoppers whose currency cannot be inferred will have their credit held in a pending state until they next log in. If predictable currency allocation matters for your program, encourage shoppers to stay logged in while browsing, as this gives Okendo the most reliable signal.

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 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. If you’ve ordered recently, you can still earn store credit on those orders by signing up within [X] days of each order. Join now to claim it.