Cairn Loyalty & Rewards — Support

Last updated 13 October 2026

Email support@keelcroft.com with your store domain and, if it concerns one customer, the order number. Replies go out within a few hours. The queue is cleared every morning and evening (India Standard Time); US East Coast mornings are covered live.

Common questions

• Points did not appear after an order. Points post when Shopify marks the order paid. If the program has a refund hold, they show as pending until it passes. Orders placed as a guest (no customer account) earn nothing; the customer can create an account and future orders will count.
• A refund did not remove points. Refunds reverse points in proportion to the refunded merchandise amount; cancellations reverse everything. Open the customer in Cairn to see each entry with its reason.
• Store credit is not offered at checkout. Store credit requires new customer accounts with "Store credit" enabled under Settings › Customer accounts in your Shopify admin. Until then Cairn issues rewards as single-use codes.
• The panel is not visible. Enable the "Cairn rewards launcher" app embed in the theme editor (Online Store › Themes › Customize › App embeds).
• Moving from another loyalty app. Export your members as CSV and use Import in Cairn. It is free on every plan and previews every row before writing anything.
• Connecting Klaviyo. In Klaviyo, create a private API key with Accounts: Read and Events: Full Access, then paste it under Integrations in Cairn. Use "Send sample events" to create the Cairn metrics so you can build flows on them. If you set "Who sends program emails" to your Klaviyo flows, Cairn stops sending its own.
• Using Shopify Flow. Search for "Cairn" in the Flow trigger list and for "Adjust loyalty points" in the action list. Triggers can be switched off under Integrations; the action accepts a positive or negative whole number.
• Using the API or webhooks. Under Integrations, create an API token or add a webhook URL; both are included on every plan. Requests, event types and signature checking are described at cairn.keelcroft.com/developers.
• Using Shopify POS. Add the "Cairn rewards for POS" block to the customer details screen in POS. Staff can see the balance and redeem an available reward for the selected customer.
• Points on the thank-you page. In Settings › Checkout › Customize, open the Thank you page and add the "Cairn points on thank-you page" block. Signed-in buyers see the points the order earns; guests are told their points are linked to the email used and are invited to sign in.
• Redeeming in checkout (Shopify Plus). In Settings › Checkout › Customize, add the "Cairn points in checkout" block on the Checkout page. Signed-in members choose a reward under the discount code field and it is applied as a single-use code. Removing it within 30 minutes deletes the code and returns the points.
• Rewards inside customer accounts. On new customer accounts, go to Settings › Checkout › Customize, open the Profile or Orders page and add the "Cairn rewards" block. Add the "Cairn rewards page" to the account menu so customers can redeem from their account.
• Double points weekends. Create a campaign under Campaigns. Orders paid while it runs earn the boosted rate and the storefront shows the active campaign.
• A dedicated rewards page. Create a page in Online Store › Pages, assign it a template, and add the "Cairn: rewards page" app block in the theme editor.

Status

The Overview page in the app shows the last order webhook, last email and last scheduled job for your store. Incidents and release notes are posted at cairn.keelcroft.com/changelog.