What Is the Normal Delay for Points and Customer Updates?
What Is the Normal Delay for Points and Customer Updates?
What Is This?
Points and customer details update at different speeds. Knowing the normal wait helps you tell a short delay from a real problem, so you don't call support for nothing.
How It Works
Points and customer records reach Pixalink through a few paths, each with its own speed.
Points staff add by hand. When staff use Record Points on a customer's profile, the points show up right away. No wait at all.
Sales from your till. Most tills check in with Pixalink on a schedule, not the instant a sale happens:
- Some tills send sales the moment the bill closes, so points appear almost right away.
- Other tills are checked about once a minute.
- A few tills are checked every 10 minutes.
- Tills that sync less often are checked about once an hour.
If a sale has not shown up yet, it may just be waiting for the next check.
"Not synced yet" vs "not linked." These look the same, but they are not the same problem.
- Not synced yet means Pixalink has not checked your till since the sale happened. Give it a little time.
- Not linked means the sale already arrived, but no phone number matched a customer profile. This happens when a walk-in gives a different number, or none.
Go to Admin Panel → Loyalty Program → POS Transactions to see these sales. A blank phone number and an Adopt button mean the sale is unlinked, not delayed.
(This shop had no unmatched sales at the time of writing. When one is waiting to be linked, it appears in this same list with a blank Phone column and an Adopt link.)
Checking a customer's point history. Go to Admin Panel → CRM → Customers, click a customer, then open the Transactions tab.
Every point earned, spent, or expired shows here, with the date, amount, and reason.
Editing a phone number. The phone field checks for duplicate numbers as you type, with a short pause before it saves the check. If you type a new number and click Save right away, wait a few seconds first.
Real-Life Example
Farah runs Petal & Stem, a flower shop in Subang. A regular customer bought a birthday bouquet and paid at the till, but her points did not show up that afternoon. Farah checked POS Transactions and found the sale sitting there with no phone number attached. The customer had used a new number that was not in her profile yet. Farah clicked Adopt, typed in the customer's correct number, and the points appeared right away. It was not a delay at all. The sale was simply never linked to a customer.
Good to Know
- Points added by staff through Record Points always appear instantly.
- A sale with no phone number is not "coming later." Use Adopt to link it and award the points right away.
- If a sale never appears in POS Transactions after a few hours, your till connection may be down. Contact support with the invoice number.
- Customer edits like a new phone number save normally once the duplicate check finishes.
- If the Save button seems stuck, wait a few seconds, then refresh and check whether your edit saved. A stuck save is usually a slow connection. But if your shop is linked to a POS or online store, the save can wait on that system to respond. If it keeps happening, contact support.
Need Help?
If a sale or customer update still looks wrong after checking these two screens, reach out to our support team with the customer's name and the time of the sale.