Introduction
Synchronize the payment amount in Shopify to accurately reflect the points your customers should receive. Here's a guide on setting up automatic point adjustments for refunded, partially refunded, or cancelled/voided orders.
Customize your points refunds settings
To switch this feature on, follow the steps below.
- From your Loyalty dashboard go to Settings.
- Select Order or click here to go directly there.
- Scroll down to Points Cancelations and tap the checkboxes.
- Click Save to save your settings!
How points are adjusted when an order is refunded or cancelled
Remove points granted through an order if its financial status changes to any of these three states: Refunded, Partially Refunded, or Voided/Cancelled. The table below illustrates how this impacts customers and what merchants should anticipate.
| Shopify Order financial status | How points are adjusted | Example scenario ($1 = 1 point) |
| Refunded | If you fully refund the order through Shopify, all points earned from the order will be deducted from the customer's balance. | Mark orders a $100 item and gets 100 points. You need to refund the entire order because Mark's size isn't available. After processing the refund in Shopify, Mark's loyalty points from this purchase will be automatically removed from his account. |
| Partially Refunded | If you partially refund an order, the equivalent number of points will be deducted from the customer's balance. | Mark buys items totaling $100, earning 100 points. He later returns a $50 item. 50 points will be automatically subtracted from Mark's account. |
| Voided/cancelled | If you void or cancel an order, all points earned from the order will be deducted from the customer's balance. | Mark phones in an order for $100, and you create it in Shopify, awarding him points. Mark calls back to say he'll make the purchase in-store instead, so you cancel the Shopify order. Upon cancellation, Mark's account will automatically lose those points. |
When an order is refunded
The customer's balance will be reduced by all points earned from that particular order.
When an order is partially refunded
Only the $ amount points equivalent will be deducted.
When an order is voided/cancelled
Similar to a full refund, the entire amount of points will be subtracted from the customer's total.
Common questions
How long does the points adjustment take?
After an order is cancelled or refunded in Shopify, the point adjustment typically occurs within 15-30 seconds for the customer.
Will the customer be notified that their points were deducted?
No, customers won't receive notifications about changes to their point balance. However, they'll see a 'Points canceled - Placed an order' entry in their activity log.
Will this also work on POS orders?
Yes! Check out how to Earn and spend points in-store using Shopify POS.
Will this work on custom ways to earn created with Shopify Flow?
This feature is currently compatible with the Way to Earn: Placed an Order and will not work with any custom earning rules. You can adjust points earned via custom rules manually in the customer's profile.
Can the app automatically adjust points on exchanged orders?
This feature is not yet readily available, points are automatically adjusted if the exchange requires a refund but the app does not adjust points when customers are required for an additional payment. However, it has been noted and added to our Product Roadmap, where you can add your vote for this feature!
If a customer unlocked a VIP tier, then cancelled the order, do they move back to the lower tier?
Yes! If your customer should move down a tier once those points are removed, this will happen automatically.