Refund points

Learn how to set up automated point refunds for returns and cancellations, ensuring customers’ point balances remain accurate and fostering trust.

Who can use Refund Points?

This feature is available for: All plans.

Introduction

Hello there, valued users! Introducing the new Refund Points feature, a seamless way to enhance customer satisfaction and streamline your loyalty program. When customers redeem their points for a coupon and place an order using that coupon, any canceled orders will automatically trigger a refund of both the money spent and the points used for the coupon redemption. This feature ensures that your customers never lose their hard-earned points, fostering trust and encouraging continued engagement with your loyalty program.

Follow this guide to set up Refund Points and provide a superior shopping experience for your customers.

Understanding the Rules

The Refund Points process is straightforward and designed to be user-friendly for both merchants and customers. Here’s how it works:

Enable Refund Points: Merchants need to enable the Refund Points feature within the Redeem Program settings.
Customer Redeems Points: The customer redeems their points for a coupon.
Coupon Applied and Purchase Made: The customer successfully applies the coupon and completes the purchase.
Order Cancellation: For various reasons, the store may need to cancel the customer’s order.
Refund Process: The customer receives a refund of the money spent and the points used to redeem the coupon. Please note that only the points are refunded, not the coupon itself.

This process ensures that customers are not penalized for canceled orders, maintaining their loyalty and trust in your store.

Setting Up Refund Points

Turn on Refund Points

How to enable Refund Points feature:

Go to Reward Programs -> 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. Points Refund is currently available for all Redeem Programs: Discount Program, Discount Percentage, Free Gift Program, and Free Shipping Program.

Important note

If a customer's order is only partially canceled, meaning that some items are removed from the order while the rest of the order continues to be processed and fulfilled, the refund points feature will not be worked. This means that the points used to redeem the discount or coupon will not be refunded to the customer for the removed items. Only fully canceled orders will trigger the points refund process.

Conclusion

The Points Refund feature is an essential tool for enhancing customer satisfaction and loyalty. By enabling this feature, merchants can ensure that customers are fairly compensated with points for any canceled orders, maintaining trust and encouraging repeat business. To implement this feature, simply navigate to your Reward Programs settings, select the desired Redeem Programs, and turn on the Points Refund option. Remember, this feature applies to all types of Redeem Programs including Discount, Discount Percentage, Free Gift, and Free Shipping programs. With Points Refund, you can provide a seamless and rewarding shopping experience for your customers, fostering long-term loyalty and satisfaction.

Thank you for choosing our platform, and we're excited to see how these programs will help your business grow. If you have any questions or need further assistance, please don't hesitate to reach out. We're here to help! Happy rewarding!