This guide impacts the Dutchie POS and E-Commerce platforms. It is designed for dispensary Managers and Admins who need to resolve issues when loyalty rewards fail to apply correctly to customer orders.
What is the issue?
Loyalty rewards that have been redeemed by a customer are not appearing as discounts on their order total. This occurs when the communication between the third-party loyalty provider and Dutchie POS or E-commerce fails or is misconfigured.
What’s causing the issue?
The most common causes include a Dutchie discount that is inactive or expired, or a mapping error where the loyalty reward is linked to the wrong discount. Sync errors in the integration or mismatched discount conditions, such as product restrictions and minimum purchase requirements, will also prevent the discount from applying. Note that troubleshooting differs depending on whether you're using a 3rd-party loyalty integration (API key-based, e.g., Alpine IQ, Springbig, Fyllo, or Sprout) versus Dutchie Loyalty & Marketing Pro (native loyalty — no external auth needed, configured in Dutchie POS Backoffice).
How do I solve the issue?
Before starting, ensure you have the API key or credentials provided by your loyalty provider (e.g., Alpine IQ, Springbig, or Fyllo). If you're using Dutchie Loyalty & Marketing Pro, no external credentials are needed — configuration is managed directly in Dutchie POS Backoffice.
For 3rd-party loyalty integrations
- Navigate to Admin > Settings > Integrations.
- Locate your loyalty provider card and check the integration status for any error indicators.
- If the integration shows persistent errors, disconnect and then reconnect the integration using your API key or credentials.
- Navigate to your loyalty integration settings.
- Locate the specific reward or tier-based offer that is failing.
- Verify that the reward is correctly mapped to an existing Dutchie discount.
- Navigate to the settings for that Dutchie discount in your Dutchie Admin panel.
- Confirm that the Dutchie discount is active and that the expiration date has not passed.
- Review the discount conditions to ensure that the product/category restrictions and *minimum
- purchase* requirements align with how the reward is intended to be used.
For Dutchie Loyalty & Marketing Pro (native loyalty):
- Navigate to Dutchie POS Backoffice > Marketing > Loyalty.
- Verify the loyalty program is active and the relevant reward or offer is enabled.
- Check that the customer's loyalty tier and point balance are accurate (nightly tier recalculation jobs can occasionally cause mismatches).
- Confirm that the associated Dutchie discount is active, unexpired, and has the correct conditions.
- If these steps do not resolve the issue, contact Dutchie Support for further investigation into the integration sync.
Commonly asked questions
- Why isn't my Alpine IQ reward showing up at the register?
- I mapped my rewards but the discount isn't coming off the total.
- The loyalty points are gone but the customer didn't get their discount.
- Is my Springbig integration broken?
- How do I fix a reward that is applying the wrong amount?