When a reward goes missing

Revert, then redeem: the two clicks that put a removed free gift back.

Loyalty rewards (Set up rewards) come in two kinds: free gifts the subscriber redeems, and discounts that apply to the next order by themselves. Everything you need is on the subscription’s page.

1. Read the reward's state first

   • Open the subscription and find the Reward history card: every reward this customer earned, with a status.

   Status	Meaning
   Available	Earned, not yet used.
   Redeemed	On the upcoming order.
   Processed	Billed onto an order, with a View order link.

   • The Customer card shows the running count of recurring orders toward rewards.

   Checkpoint: the status names your case; the steps below match.

   
2. Put a removed free gift back

   • The scenario: the gift line is gone from Items, but Reward history still reads Redeemed.
   • Click Revert on the gift’s row and confirm; the reward returns to Available.
   • In Available rewards, above the history, click Redeem and confirm with Add gift. The line returns to Items at zero, marked Free Gift.

   Don’t re-add the gift with Add product. That creates a paid line: the subscriber gets billed for their own reward.

   Checkpoint: the gift is back at zero, history row Redeemed again.

   
3. A gift that vanished after an order isn't missing

   • A gift belongs to one order: once billed, the line leaves the subscription by itself and the history row reads Processed, with a View order link. Nothing to fix.
   • Merging subscriptions strands gift lines on the retired subscription; an unshipped gift there still reads Redeemed, and Revert works from the surviving subscription. Unable to revert the reward gift means the retired contract is no longer editable in Shopify: raise it with whoever runs your code.

   Not every free gift is a reward. A save-offer gift from your cancellation flow looks identical but has no Reward history row, so Revert and Redeem never show for it.

4. The discount that never appeared

   • Amount-off and percentage-off rewards apply themselves and show on the Payment summary card as Reward Discount, good for one order.
   • A customer with several subscriptions gets the discount on whichever bills next: check the siblings first.
   • Remove buttons on the Payment summary target promo codes, not reward discounts.
   • A discount that couldn’t land yet applies as renewals advance; one that gave up shows on Settings > Operational health (When an alert opens).

   Checkpoint: one subscription shows Reward Discount, or Operational health explains why not.

5. When Redeem is refused

   • “Reward not found” usually means it was redeemed already: refresh and re-read the history.
   • “Unable to add reward gift” usually means the gift product or its variant no longer exists; the history row falls back to “Free gift” with no price. Restore the product in Shopify and redeem again.
   • If the product is gone for good, pick a new gift for the tier under Settings > Rewards and make this subscriber whole.

   Checkpoint: the gift redeems clean, or the refusal is identified.