Cairn Loyalty & Rewards — Support

Last updated 22 September 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.

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.