Missing “CREATE_REWARD” loyalty events in the webhook delivery

Questions
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1

Hi Square Team,

I’ve noticed a possible issue with missing “CREATE_REWARD” loyalty events in the webhook delivery.

Here’s what happened:

  • Using the Loyalty Events API, I can see that my customer selected two REWARDs at UTC 2025-08-10T21:07Z, and later deleted the first selected REWARD.
{
    "events": [
        {
            "id": "c58bae04-249f-350a-82a4-0240d31e223e",
            "type": "REDEEM_REWARD",
            "created_at": "2025-08-10T21:07:27Z",
            "redeem_reward": {
                "loyalty_program_id": "...",
                "order_id": "..."
            },
            "loyalty_account_id": "56dada05-7a72-44e6-8a7d-fd71d3f4a3af",
            "location_id": "...",
            "source": "SQUARE"
        },
        {
            "id": "afdb5a41-8220-32be-ae29-79f48cc95eae",
            "type": "CREATE_REWARD",
            "created_at": "2025-08-10T21:07:19Z",
            "create_reward": {
                "loyalty_program_id": "...",
                "points": -60
            },
            "loyalty_account_id": "56dada05-7a72-44e6-8a7d-fd71d3f4a3af",
            "location_id": "...",
            "source": "SQUARE"
        },
        {
            "id": "626ea66f-7b89-377d-a9af-fe5dd45ebc56",
            "type": "DELETE_REWARD",
            "created_at": "2025-08-10T21:07:18Z",
            "delete_reward": {
                "loyalty_program_id": "...",
                "points": 80
            },
            "loyalty_account_id": "56dada05-7a72-44e6-8a7d-fd71d3f4a3af",
            "location_id": "...",
            "source": "SQUARE"
        },
        {
            "id": "0ca4a157-909a-3a9a-b976-d823d589e895",
            "type": "CREATE_REWARD",
            "created_at": "2025-08-10T21:07:17Z",
            "create_reward": {
                "loyalty_program_id": "...",
                "points": -80
            },
            "loyalty_account_id": "56dada05-7a72-44e6-8a7d-fd71d3f4a3af",
            "location_id": "...",
            "source": "SQUARE"
        }
	]
}

  • However, when I review the webhook payloads received on my side, I found that one “CREATE_REWARD” type event was never sent via webhook.

  • The missing loyalty event ID is: 0ca4a157-909a-3a9a-b976-d823d589e895.

  • Loyalty Account ID is: 56dada05-7a72-44e6-8a7d-fd71d3f4a3af.

Could you please help check why this specific event webhook was not delivered, and whether it might have been dropped or delayed in the delivery process?
If needed, I can provide full webhook logs and request IDs for further troubleshooting.

Thanks for your help!

Best regards,

Murphy

2

:waving_hand: I’m Square Dev AI, here to help answer your question!
Based on the information you’ve provided, the following documentation will help answer your question:

Additional Documentation

Use Customer Webhooks
Redeem Loyalty Points for a Discount (Walkthrough 2)
Redeem Loyalty Points for a Discount (Walkthrough 1)

If this documentation helped you find a solution, please check the box indicating that this reply solves the problem.
Otherwise one of our Developer Advocates will provide additional assistance shortly.

3

Hi Square Team.

If you have any updates, please feel free to let me know at any time.

4

What’s your application ID with the webhook subscription? Also have you checked the Webhook Logs to see if the event was triggered? :slight_smile:

5

Thank you for your response.
Yes, I have checked the Webhook Logs in the Square Developer Dashboard, but I did not find the expected webhook log.
Could you kindly provide me with an email address? I will send our company’s app ID to you via email.

6

App IDs are safe to share publicly. Only access tokens are secret otherwise all the other ID are safe to share. :slight_smile:

7

Thank you for your response. Our appId is sq0idp-v8vImVdpFXiuGn6Q2_PZrQ

8

Hi Square Team.

If you have any updates, please feel free to let me know at any time.

9

Hi Square Team.

If you have any updates, please feel free to let me know at any time.

10

Hi Square Team.

If you have any updates, please feel free to let me know at any time.

11

Are you still not getting this event? :slight_smile:

12

Thank you for your response — I’ve found the answer in another topic. I really appreciate your help!