🛒 Supported on all platforms
💳 Available on all plans
👤 Accessible to all roles
Canceling a points redemption lets you refund the points spent and, if possible, remove the associated reward coupon from the customer’s account.
Canceling a points redemption
💡 Important: This feature is only available in Smile Admin. Customers cannot refund their own points or cancel a reward redemption.
A points redemption can be canceled in two ways within Smile Admin:
From a customer profile — best if you already know the customer’s details.
From the program activity section — useful if you want to review all recent redemptions and cancel from there.
To cancel points from a customer profile:
In Smile Admin, navigate to Customers.
Search for the customer and select their profile.
In the Activity card, find the redemption you want to cancel.
Click the name of the Action.
Click Refund points.
To cancel points from program activity:
In Smile Admin, navigate to Program > Activity.
Find the redemption you want to cancel.
Click the name of the Action.
Click Refund points.
Behavior when a redemption is canceled
When a points redemption is canceled, the outcome depends on the status of the reward coupon. You can view the reward status by clicking the name of the Action in the steps above.
Reward status | Behavior when clicking Refund points |
Unused – The customer has not used the reward coupon yet. | The unused coupon is removed from the customer’s account, and points are automatically refunded. A note is added to the account stating the redemption was canceled. |
Unused, but the spending rule no longer exists. | The coupon cannot be canceled, and you will see an error message. You can still refund the points by clicking Refund points anyway, but the coupon’s status will remain unchanged. |
Used – The customer has already used the reward coupon. | The coupon cannot be canceled. You can still refund the points by clicking Refund points, but the discount code will remain as used. |
Untracked – The reward is not tracked in our system. | You can refund the points by clicking Refund points, but we cannot track the coupon for past or future use. |
The reward has already been refunded externally. | A message will display the date the refund occurred, and no further action will be available. |
✅ Tip: To cancel a referral-generated reward, see our Cancel a referral guide. For a VIP entry reward, see our Cancel VIP rewards guide.