Point Balance for Refunded Orders

      Point Balance for Refunded Orders


        Article Summary

        Products


        Loyalty & Referrals
        Supported plans

        Free, Gold, Platinum, Enterprise

        eCommerce Platform

        Shopify, Shopify Plus

        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 purchaseand then that purchase is partially refundedYotpo 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 pointsWhen 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.


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