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"
Go to Reward Programs
Click Redeem Programs
Select the Redeem program you want to turn on the Refund Points feature
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.
Two different things happen on a refund
A refunded order can touch two kinds of points, and they follow different rules:
- Points the customer spent on a coupon (this page): returned to the customer only when the whole order is canceled or every item is refunded, and only if Refund Points is on for that redeem program.
- Points the customer earned from the order: taken back automatically when Revoke points when an order is cancelled, whether it is fully or partially refunded is on in the Place order program (it is on by default). For amount-based methods, a partial refund takes back only the points for the refunded amount, so the customer keeps the points for the items they kept.
For example, a customer spends 100 points on a $10 coupon, buys two items and earns 50 points. If they return one of the two items, Joy takes back the points earned on that item, and the 100 spent points stay spent. If they return both items, Joy takes back all 50 earned points and gives back the 100 spent points.
Important note
Spent points come back only when the whole order is canceled or every item in it is refunded. If only some items are refunded, the points spent on the coupon are not returned. The one exception is a Free gift reward: refunding the free gift item returns the points spent on that gift.
