In this article:
Overview
If a customer claims a reward by mistake, or changes their mind before using it, you can refund it. The points go straight back to their balance and the reward is marked as void.
If they have already used the reward you can still return the points, though not the discount they have already had.
Refunding a single reward
Log in to your LoyaltyLion account
Go to Customers
Search for the customer and open their profile
Find the reward, either on the Timeline tab or the Rewards tab
Click Refund. On the Rewards tab it sits in the Actions column at the end of the row
Confirm the refund. The dialog tells you how many points will go back
You will see a confirmation that the reward has been refunded and the points returned. The reward then shows as Void in the customer's rewards list.
Your customer sees the same thing on their history table:
Refunding a used reward
Once a customer has used a reward, Refund is replaced by Void. Voiding returns the same number of points and marks the reward as void, but the discount has already been applied to an order, so voiding does not recover that.
It is the right action when you want the points back anyway, for example after cancelling the order the reward was used on. Gift card rewards are the exception: they offer neither Refund nor Void.
Refunding rewards in bulk
Sometimes you need to refund every unused reward at once, or every unused claim of one particular reward. Two common reasons:
You are changing what a reward costs in points, and want customers holding the old one to claim again at the new price
You have turned on discount combinations, which only apply to rewards claimed after the change, so older claims cannot combine
Bulk refunds cover voucher rewards only. Gift cards, product rewards and custom rewards are not included, however the request is made.
Email support@loyaltylion.com or start a chat, and tell us whether you want every unused reward refunded or only the claims of one particular reward.
There is a self-serve path as well, but only if you are removing the reward: deleting a voucher reward from Program > Rewards offers Refund all unused vouchers in the confirmation dialog. That fits when you are replacing a reward with a differently priced version, and little else: deleting cannot be undone, the refund cannot be stopped once it starts, and a reward used by a rule or a tier benefit cannot be deleted at all.
What cannot be refunded
A bulk refund covers unused voucher rewards. These are skipped:
Rewards your customer has already used. Void these one at a time instead, which returns the points
Rewards that have already expired. A bulk refund passes over these, though we can still refund them one at a time
Rewards already voided, including anything refunded previously
Gift card rewards, which cannot be refunded or voided at all
A bulk refund skips expired rewards, so if you run rewards with an expiration period and are planning one, ask before those rewards expire. Individual refunds are not affected.