Cancel a referral

You can cancel referrals manually when needed. This article explains how to cancel a referral and when Smile cancels referrals automatically.

​

Referral statuses

The outcome depends on whether the referral is still pending or has already been completed.

​

Pending referrals

A referral is pending after the referred friend enters their email to claim their referral reward, but before they place a qualifying order. Cancelling a pending referral will:

• Prevent the referring customer from receiving a referral reward if the referred friend places a qualifying order.
• Mark the referred friend’s reward as cancelled in the customer panel. They can no longer copy the reward code.
• For Shopify merchants, any unused discount codes issued to the referred friend are automatically voided and can no longer be used.

​

Completed referrals

A referral is completed after the referred friend claims their referral reward and places a qualifying order. Cancelling a completed referral will:

• Cancel rewards issued to both the referring customer and the referred friend.
• Adjust the points balance for the referring customer and the referred friend if they earned points for the referral.
• For Shopify merchants, any unused discount codes issued for the referral are automatically voided and can no longer be used.

​

How to cancel a referral

To cancel a referral:

1. In Smile Admin, navigate to Programs > Activity > Referrals.
2. Open the referral you want to cancel.
3. Click Cancel referral.
4. Confirm the cancellation.

Once cancelled, the referral moves to the Cancelled column in the All Referrals table.

​

When Smile automatically cancels a referral

In addition to manual cancellations, Smile automatically cancels a referral in the following situations: A customer is excluded from your loyalty program Any pending referrals associated with that customer are automatically cancelled. A customer is deleted Any pending referrals associated with that customer are automatically cancelled. The referred friend’s order is fully refunded The referral is automatically cancelled. This applies whether the referral is still pending or was already completed. For Shopify merchants, any unused discount codes issued to the referring customer and the referred friend for that referral are automatically voided and can no longer be used. Partial refunds and order cancellations without a refund don’t automatically cancel referrals. If needed, cancel the referral manually.