Refund points

Set up automated point refunds for returns and cancellations

This feature is available for: All plans.

What is refunding points?

Refunding Points ensures customers get their points back when an order is canceled after using points to redeem a coupon. Both the money spent and points used are refunded, helping maintain trust and encourage continued engagement with your loyalty program..

Understanding the Rules

• Enable Refund Points: Merchants activate the feature in Redeem Program settings.

• Customer Redeems Points: The customer redeems points for a coupon.

• Coupon Applied and Purchase Made: The customer applies the coupon and completes the purchase.

• Order Cancellation: The store cancels the customer’s order.

• Refund Process: The customer receives a refund of both the money spent and the points used, but not the coupon itself.

How to set up "Refund Points"

1

Go to Reward Programs

2

Click Redeem Programs

3

Select the Redeem program you want to turn on the Refund Points feature

4

Turn on Refund Points

Note: The Points Refund feature in Redeem Programs is always set to Off by default. Please choose and enable the Points Refund feature for the Redeem Programs you desire.

Precise Point Calculation for Partial Refunds

The system features advanced point revocation that accurately handles partial refunds on a per-item basis. When only specific items from an order are refunded, the system automatically calculates the exact proportion of points that should be returned to the customer.

This precise calculation ensures that customers receive fair point refunds that correspond exactly to the items being returned, rather than losing all points from an order when only partial items are refunded. The feature maintains accurate point balance management across all refund scenarios, whether full or partial.

Important note

Refunding Points only applies to fully canceled orders. If an order is partially canceled, points used for the removed items will not be refunded.