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Canceling a points redemption lets you refund the points spent and, if possible, remove the associated reward coupon from the customer’s account.

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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.

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To cancel points from a customer profile:

  1. In Smile Admin, navigate to Customers.
  2. Search for the customer and select their profile.
  3. In the Activity card, find the redemption you want to cancel.
  4. Click the name of the Action.
  5. Click Refund points.

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To cancel points from program activity:

  1. In Smile Admin, navigate to Program > Activity.
  2. Find the redemption you want to cancel.
  3. Click the name of the Action.
  4. Click Refund points.

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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.
Tip: To cancel a referral-generated reward, see our Cancel a referral guide. For a VIP entry reward, see our Cancel VIP rewards guide.