In this article:

If a customer in your store returns the purchase/receives a refund, the points they earned will automatically be removed.
If a customer returns the order partially (and they didn't use the voucher with said order), points will be removed partially as well.

How refunds work behind the scenes:

The store automatically sends our system a message via callback (also known as webhooks) for the returned order, we then remove any points that were accumulated for that particular purchase.

This all happens automatically in the background.

If for any reason you believe the points have not been adjusted, please contact us via and we will be happy to check for you.


Q. What happens if the customer has already spent their points when their order is refunded?
We suggest setting an "approval period" on points earned by purchases, equal to the return period your store policy allows. Until the approval period is up, your customer will see their points in their account but will not be able to spend them on rewards.

The approval period starts at the moment the order is marked as paid.

Q. What happens if a customer has used a reward with the refunded order?
When an order is fully refunded, we automatically give the customer back points for any rewards they used with the order.

* Except for Shopify Gift Card rewards - see below.


  1. A customer has a hypothetical starting balance.
    Balance: 1000 points
  2. Customer claims a $5 off reward for 500 points.
    Balance: 500 points
  3. Customer purchases two $10 items and uses their $5 off reward.
    They gain $20 (total) - $5 (reward) * 1 point / dollar = 15 points for making the purchase.
    Balance: 515 points
  4. Customer refunds one of the two items
    They lose ($10 * 1 point / dollar) = 10 points for refunding that item
    Their voucher is not yet refunded
    Balance: 505 points
  5. Customer refunds the remaining items in their order
    They lose $5 (remaining net spend) * 1 point / dollar = 5 points for refunding the purchase
    They gain 500 points because their $5 voucher is refunded.
    Balance: 1000 points

Q. [Shopify only] What happens if a customer used a Shopify gift card reward with the refunded order?
LL will fully refund an order in Shopify and we will also refund any gift cards used.

As the customer has access to those funds, we don't give back any points.

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