Refunding or cancelling points based on financial status

Here's what we're covering:

  • How points are automatically deducted based on order settings
  • Partial points refunds
  • How canceled or refunded orders affect a member's VIP tier placement

Points are automatically deducted based on how you choose to cancel rewards. 

This means that when an order’s status changes to any of the selected conditions for cancelling rewards, all the customer's points for that order will automatically be deducted from their balance.

Your points cancellation settings can be found in the Shopify Order Settings section of your Smile Admin.

Under Order Settings, define how you'd like to cancel rewards by choosing your desired order financial statuses under Order Statuses.  While the default setting is to cancel rewards on Refunded orders, you can choose to change which statuses will remove points using the drop down menu.

If an order's status is Partially Refunded in Shopify: 

As of September 23, 2019, for all orders that are Partially Refunded, the amount of points awarded for the amount refunded will automatically be removed from the customer's account, and VIP tier placement will be adjusted accordingly. The mapping of Partially Refunded to Cancel or Reward under Order Statuses will be ignored.

For example, if your customer made a purchase today of 1 product at $50 and used a $10 off coupon then they would earn points on the $40 spent on the order (Note: You can configure if points are earned on original totals or discounted totals from within Order Settingshere's how). If they return that product, they would get their $40 back and the points earned on that $40 would be removed from their balance. 

If your customer made a purchase of 2 products, $50 and $20, and used a $10 off coupon then they would earn points on the $60 spent on the order. If they return the $20 product, they would get their $20 back and the points earned on that $20 would be removed from their balance -- they would keep the points earned on the remaining $40.

In both scenarios above the discount coupon used is not returned automatically -- in the second it wouldn't make sense to do that as the customer is still getting $10 the remaining purchase on the order. In the first scenario you could choose to manually refund those points on a case by case basis.

NOTE: This behaviour applies to orders with the "Partially Refunded" status. Any stores handling returns through store credit will see no change to customer points balances or VIP tier placement, unless they mark the order as "Partially Refunded". No notifications will go out to a customer for a partial removal of points for a refunded or returned purchase.

Refunded orders and VIP placement 

Cancelling rewards for a specific order status also means that these orders will not be counted towards a customer’s VIP tier placement, for both Points and Revenue-based VIP programs.

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