> ## Documentation Index
> Fetch the complete documentation index at: https://help.smile.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Cancel a points redemption

> Cancel a customer's redemption by refunding their points and canceling the reward code.

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

<Info>
  **Important:** This feature is only available in Smile Admin. Customers cannot refund their own points or cancel a reward redemption.
</Info>

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:

1. In Smile Admin, navigate to **[Customers](https://app.smile.io/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**.

#### To cancel points from program activity:

1. In Smile Admin, navigate to **Program** > **[Activity](https://app.smile.io/reward-programs/activity)**.
2. Find the redemption you want to cancel.
3. Click the name of the **Action**.
4. 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>
  **Tip:** To cancel a referral-generated reward, see our [Cancel a referral](/en/articles/4036297-cancel-referral) guide. For a VIP entry reward, see our [Cancel VIP rewards](/en/articles/4036284-cancel-vip-rewards) guide.
</Tip>