Please check if the customer has enough ’Redeemable points’ – These are the points that can be used by the customer to claim any rewards.
‘Redeemable points’ are controlled by 'Exclusion period' setting- This is a feature provided to safeguard you (the business) from a potential loss-making situation where you issue a refund to a customer, let's say after 10 days BUT the customer has already redeemed their points.
So, points are not redeemable if they are in the exclusion period. Quick e.g.: Let’s say you have setup the exclusion period= 30 days and Jane buys products from your store. She will get points for this purchase BUT she cannot redeem them for 30 days (the exclusion period).
Exclusion period can be changed in Admin--> Business Settings---> Exclusion period for redemption (in days). The default is setup to 7 days as we have kept a cushion for order cancellations and refunds.
