> For the complete documentation index, see [llms.txt](https://native-app-co.gitbook.io/stork-credit/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://native-app-co.gitbook.io/stork-credit/reference/faq.md). # FAQ Common questions about issuing, calculating, and troubleshooting store credit. ## Getting started
Do customers need an account to receive store credit? Yes. Store credit attaches to a customer account, so guest orders can't be credited — there is nothing to attach the balance to. CSV imports, Shopify Flow, and external triggers all **create** a customer from an email address if none exists. Order-value automations can't, because they act on the customer already on the order.
Where do customers see their balance? On their account page and at checkout, where it appears as an available payment method. It's native Shopify store credit, so no extra step or code is involved.
Does the app work with multiple currencies? Credit is issued in your shop's primary currency, except in CSV imports, external triggers and the Shopify Flow action, which accept an explicit currency. A balance can only pay for an order in the same currency, so issuing credit in a currency a customer never checks out in leaves them unable to spend it. Amounts in different currencies are never added together. Where a total would have to combine more than one currency, the app shows **N/A** in its place — hover over it to see which currencies are involved. This applies to the credit issued and average credit figures for your automations on the home page and the **Automations** page. **Flow credit issued** on the home page lists a separate total for each currency instead.
## Calculation
Is cashback calculated before or after discounts? Before discounts by default — the order value as it stood before any discount code was applied. Each rule has a **Calculation base** setting, so you can switch it to **Amount after discounts** to reward only what the customer actually paid. The default is pre-discount so that rules created before this setting existed keep paying out exactly as they always have. Shipping and taxes are never included, on either setting.
My percentage reward looks a few cents off. Why? Percentage rewards are rounded to two decimal places. 2% of €9.90 is €0.198, issued as €0.20. If the gap is bigger than a rounding difference, check the calculation base on the rule and read the run log — it records the exact base used.
A customer qualifies for two rules. Do they get both? By default yes, and they receive the total. Set **Best value only** under Settings to issue just the highest-value reward instead. See [Promotion stacking](/stork-credit/automations/promotion-stacking.md).
What counts toward a minimum purchase amount? Only the line items matching the rule's **Applies to** setting, measured on the rule's calculation base. A rule limited to one collection compares the minimum against that collection's line items alone, not the order total.
## Troubleshooting
My automation didn't run. Work down this list: 1. **Is the rule active?** New rules save as inactive. 2. **Was the order paid?** Rules fire on payment, not on order creation. 3. **Did the order have a customer?** Guest orders can't be credited. 4. **Check the run history.** A skipped run names the condition that failed.
The run history shows lots of skipped runs. That's normal. An order-value rule is evaluated against every paid order, so a targeted rule records a skipped run for every order it doesn't apply to. Skipped runs are a record of a decision, not a failure.
A run failed with "No customer ID found". The order had no customer account attached — a genuine guest checkout. Nothing can be credited.
The cart widget isn't showing. Usually the **Stork Credit app embed** isn't enabled in the theme editor — the block renders nothing without it. To turn it on, open **Storefront widgets** in the app, click **Turn on app embed**, and save in the theme editor. Otherwise, the widget hides itself when no active rule matches the cart, when a minimum isn't met yet, or when the shopper isn't in the targeted audience. The sample banner you see in the theme editor is only a preview — it doesn't mean the widget will show for every cart.
The cart estimate didn't match what was issued. The widget estimates from the cart; the credit is calculated from the paid order. A discount code applied at checkout, a cart change, or a rule being deactivated in between will all produce a difference. The order-value automation is the source of truth.
## Imports
Can I undo an import? Not from Stork Credit. Credit that has been issued is a real Shopify transaction. It can be adjusted manually per customer in the Shopify admin. Aborting a running import stops further rows but doesn't roll back rows already credited.
I imported the same file twice. Now everyone has double credit. Imports have no de-duplication — each import issues everything in the file. Corrections have to be made per customer in the Shopify admin. [Contact support](/stork-credit/reference/support.md) if the import was large.
Why did my expiry dates get rejected? `expires_on` accepts `YYYY-MM-DD` and `DD/MM/YYYY` only. American-style `MM/DD/YYYY` is deliberately rejected, because guessing wrong sets expiry on the wrong day. Use `YYYY-MM-DD` when in doubt.
Some rows vanished without an error. Rows whose column count doesn't match the header are skipped silently. The usual cause is a comma inside a value — commas inside fields aren't supported. Remove them and re-import **only** the missing rows.
## Reports
Can I export a list of customers with store credit? Yes. Open **Reports** and generate the [Customers' Store Credit report](/stork-credit/reports/customers-store-credit.md). It lists every customer with a balance above zero — one row per currency — and delivers a CSV by email and as a download. Shopify's own customer export doesn't include store credit.
Why does a customer appear twice in the report? They hold store credit in more than one currency. Each currency is a separate store credit account, so it gets its own row.
## Plans
What counts against my active automation limit? Only rules with status **Active**. Inactive drafts and seasonal rules are unlimited. A one-shot scheduled rule deactivates itself after running, freeing its slot.
What happens to issued credit if I uninstall? It stays with your customers. It's native Shopify store credit and belongs to the customer accounts, not to the app. Uninstalling only stops future automation.