Point Balance for Refunded Orders
- DarkLight
Point Balance for Refunded Orders
- DarkLight
Article summary
Did you find this summary helpful?
Thank you for your feedback
Fixed Amount Rules
Full Refunds
Earning Points
- If a customer's order is marked as Refunded in Shopify, any points earned from the purchase will be removed from that customer's account
- It is possible for a customer's point balance to be negative in certain situations. For example, if the customer submits a purchase and gets points, then applies those points towards another purchase, then returns the first item. The points will be removed from their account, but they've already "spent" them, resulting in a negative point balance.
Another example: A customer made a purchase and earned 50 points for it. They then apply those 50 points for a discount on a second purchase and now have a 0-point balance on their account. If they return the first item, 50 points are removed from their account (which is still 0) bringing their total point balance to -50 points. - When a customer makes a purchase for a sum that isn't a round number (whole dollars only), their point balance will be rounded down to a whole number. The same applies for refunds.
Another example: A customer made a purchase for $49.95. The amount of points they receive is rounded down to a whole number, giving the customer 49 points. If they return the purchase, 49 points will be deducted from their rewards account.
Spending Points
If a customer's order is marked as Refunded in Shopify (100% refunded), and a reward discount was used, the points used for this discount will return to the customer's account
Partial Refunds
Earning Points
If a customer earned points on a purchase and then that purchase is partially refunded, their points are reversed. They then earn points only for the remaining amount.
For example: If a customer earned 100 points for spending $100, and is then partially refunded $75, the number of points earned would get reduced to 25 - the remaining amount paid by the customer.
Spending Points
If a customer earned points on a purchase and applies those points towards a purchase, and then that purchase is partially refunded, Yotpo will not return the points used to redeem the reward coupon but will only return points for the amount returned.
For Example:
A customer adds $100 of product to the cart and applies a $20 coupon (which they received redeeming 200 points). Their total now is $80. If their purchase gets partially refunded with $70, Yotpo will not return any of the points used to buy the $20 coupon back to them. The number of points earned would be reduced to 10
Variable Redemption Rule
Full refund in Shopify – Original order fully paid by points
When a customer’s order is marked as "Refunded" in Shopify, all points used on that order will be added back to the customer’s account.Full refund in Shopify – Original order partially paid by points
* All points used are added back to the customer’s account
Partial refund in Shopify – Original order fully paid by points
Some points used are added back to the customer’s account.
For example, if a customer makes a $10 purchase using 200 points and returns $3 worth of product, we should credit 60 points (worth $3) back to their account
Partial refund in Shopify – Original order partially paid by points
Points that were used for a discount on a partially refunded purchase will be added back to the customer’s account, however, the ratio of added points will be the same as the ratio of the refund compared to the original amount paid.
Example:
A customer used 100 points for a $10 discount on their $100 purchase. They received a refund of $20 on this purchase. This means we will return 20% of the points they redeemed for the discount - 20 points will be added back to the customer’s available point balance.
Canceled orders in Shopify
Free products
Dynamically added free products when canceled, the amount of points is automatically refunded to the customer.
Canceled products that were bought with points
Canceled orders that were paid entirely with rewards (and not actual money) will not have their points automatically refunded. The points will need to be manually adjusted in the relevant customer's Yotpo Loyalty profile.
Other Canceled products
All other purchases which get canceled will not have their points automatically refunded to the customer. The points will need to be manually adjusted in the relevant customer's Yotpo Loyalty profile.
Was this article helpful?
