NeoGrow: Loyalty Points, Photo Reviews & UGC for WooCommerce

FAQ

How does NeoGrow affect my site speed?

Unlike other loyalty plugins that bloat your wp_options or postmeta tables, NeoGrow is built for scale. We use optimized Custom Database Tables (wp_neogrow_points) to handle point calculations. This ensures that even with thousands of active customers, your checkout remains snappy and your server resources stay low.

I don’t see the Redeem form on the Cart or Checkout page!

This is typically due to the new WooCommerce Blocks.
The Fix: If you are using the block-based editor for your Cart or Checkout, simply insert the [neogrow_cart_redemption] shortcode into a “Shortcode Block” exactly where you want the form to appear. Our system will handle the rest.

Why is the redemption form hidden for some users?

To maintain a clean and high-converting checkout experience, NeoGrow intelligently hides the redemption form if:

• The user is a Guest (not logged in).
• The user has a 0 point balance.
  We believe in showing users only the actions they can actually take.

Can I customize the look of the “Redeem” form?

Absolutely. NeoGrow is designed to inherit your theme’s styling for buttons and inputs automatically. If you need more granular control, the form is wrapped in unique CSS classes (.neogrow-redemption-wrap), allowing you to apply custom styles without editing core files.

Points weren’t awarded after a purchase!

Please verify three things:

• Is the Order Status set to Completed? (Points are issued upon successful completion).
• Was the user logged in during checkout? (Guest checkouts cannot track point history).
• Have you saved your settings? Ensure you’ve clicked “Save” in the NeoGrow dashboard at least once to initialize the engine.

Images aren’t uploading to reviews!

Ensure your /wp-content/uploads/ directory is writable. Also, check that the image size doesn’t exceed your server’s maximum upload limit.

Why don’t my dashboard stats update immediately?

To ensure high performance, NeoGrow caches dashboard statistics for one hour. Your live points data is safe; the analytics just take a moment to refresh.

Does NeoGrow count my past reviews or orders?

No. NeoGrow starts tracking from the moment it is activated. It is not retroactive. You can use the “Manual Adjustment” feature to reward long-time customers if needed.

Are Shipping/Taxes included in points?

By default, no. Points are calculated based on the Subtotal to protect your margins.

What happens if I refund an order?

NeoGrow does not automatically deduct points for refunds. You can manually adjust the user’s balance via Users > Edit User if a refund occurs.

Do points expire?

Yes, if enabled. NeoGrow uses a FIFO (First-In, First-Out) system. Oldest points are used first, and unused points expire after your set period (e.g., 6 months).

Can I reward customers for their birthdays?

NeoGrow is designed to work seamlessly with NeoLite Birthday Bash. While NeoGrow handles the points engine, Birthday Bash automates the ‘Happy Birthday’ rewards, creating a complete retention loop for your store.

Is it compatible with my Theme?

Yes. NeoGrow hooks into standard WooCommerce locations and works seamlessly with any well-coded WooCommerce-compatible theme.

Still have questions?

Our engineers are here to help! Please open a ticket in the WordPress.org support forum, and we’ll help you get NeoGrow running perfectly on your store.