If a customer bought something during your Shopify purchase promotion but didn't get entries, or got fewer than expected, work through these checks in order. Most issues come from the product list or how the order was placed.
1. Check your product list
Your store is connected. If no products load in your promotion, click Edit, then Done. Shopify asks you to log in and finishes connecting your store. If the wrong store is connected, see Shopify store connection issues.
The product is imported. Click Update Products next to your store name and include all variants. Importing can take 10 to 20 minutes, so refresh the page afterward.
The product and variant are selected as eligible. Select each variant you want to include, not just the parent product. If you duplicated an earlier promotion, review this list.
Each product and variant has a SKU. This isn't required, but it's recommended for the most reliable order tracking.
New products are added. Products you add to Shopify after setup need another import, and their own bonus if you use product bonuses.
2. Check the order
It falls inside the promotion dates. Orders placed before the start date or after the end date don't earn entries.
It's a real order. Shopify test-mode orders aren't tracked. See Test your Shopify purchase promotion before launch.
The total is above $0. A $0 order earns no per-dollar entries. Product bonuses still apply to a fully discounted order.
It has an email address or phone number. Orders with only a phone number are recorded with a placeholder email address based on the phone number. Search the Entrants tab for the number.
3. Check the entry count
If the customer got entries but fewer than expected:
Discounts lower per-dollar entries. Entries are based on line-item prices minus line-item discounts. Taxes, shipping and order-level discounts don't count. To ignore discounts, give each product a fixed number of entries.
Bonuses apply to each unit. Two units of a product with a +15 bonus earn +30.
Changed values don't update past orders right away. If you edited a product bonus during the promotion, earlier orders keep their original count until entries are re-pulled.
After you fix it
Orders placed earlier import on their own once the product is eligible. This can take from a few minutes to a few hours. If they still don't appear, contact support and we'll resync your orders.
Before asking for a re-pull: a re-pull recalculates every order from your current settings. It removes entries you added by hand and social-action entries, so export your entrant list first.
Need help?
Contact support with your promotion ID, the order number, and a screenshot of the product on the order. We'll take a look.