It does take a while to understand the behavior on why the guest is not earning any points for the online orders. There can be a possibility that the orders are being shown on App but no information is available on the Dashboard. In such scenarios please check the following:
- check if a guest is able to earn on any recent orders which are not online
- Confirm with Olo that the location is configured with Punchh Loyalty at their end
This is a known issue if orders are being shown in the Application but no details are available on Punchh Dashboard. In such scenarios, all the order details will be available at Olo's end but was not sent out to Punchh due to misconfiguration for a particular location.
In an effort to supply information as quickly as possible, this article has been published prior to a formal technical review, and is subject to factual, grammatical, and various structural errors. Data may be incomplete, misordered, or incorrect.
This additional disclaimer will be removed upon formal review of this article. The standard Punchh Inc. KB Disclaimer still applies, and can be found at: https://support.punchh.com/hc/en-us/articles/360040100273-Punchh-Inc-Knowledge-Base-Disclaimer
If further assistance is required, submit a ticket to Punchh Support. (For help submitting a ticket, click here)