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There may be instances where you want to cancel a referral that has occurred in your referral program. This article will explain how you can cancel a referral to prevent abuse of the referral program.

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What happens when you cancel a referral

If you detect that a referral may be fraudulent, you can cancel it in the Referrals section (Smile Admin > Programs > Activity > Referrals)

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Cancelling a pending referral

A referral is marked pending when an Advocate’s Friend has entered their email to claim their referral reward code, but has not yet placed an order with their code. Cancelling a referral in the pending state will:
  • Prevent the Advocate from receiving a referral code if the Friend places an order.
  • Mark the reward code that has been issued to the Friend as cancelled in the customer Panel. They will not be able to copy this code from the Panel.
  • For Shopify merchants, Shopify discount codes generated by Smile for the Friend will be voided so they can no longer be used.

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Cancelling a completed referral

A referral is marked completed when an Advocate’s Friend has entered their email to claim their referral code and the Friend has placed an order. Cancelling a referral in the completed state will:
  • Cancel the Advocate and Friend’s reward code.
  • Adjust the points balance for the Friend and Advocate if they earned points for the referral.
  • For Shopify merchants, reward codes generated by Smile for the Advocate and Friend will be voided

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How to cancel a referral

Navigate to the customer who’s referral you would like to cancel, and select Cancel Referral: Once you’ve cancelled a referral it will be moved to the cancelled referrals column in your All Referrals grid.
Tip: A referral cancellation cannot be undone, so make sure you’ve selected the right referral before you cancel.
There are three instances where a referral will automatically be cancelled by Smile:
  • If you remove a customer from your program, any of their pending referrals will be cancelled.
  • If a customer is deleted, any of their pending referrals will be cancelled.
  • If an order is refunded, any referrals associated with that order will be cancelled.