The only two instances where points will not be added are if you chose to pay with points or if you forgot to login to your members area before purchasing. If you use guest checkout then no points will be added to your balance because the system doesn’t have a member ID to add them to.
If this has happened please submit a support ticket. Be sure to include your name, username and order number that points weren’t credited for. Our staff will verify the legitimacy of your claim and add the appropriate number of points to your balance.