Loyalty Coupons Expiration

[BSLprints]

The last few days I've noticed some of my Loyalty customers have "Coupons" available on the Loyalty screen - and these "Coupons" have an expiration date of a year from now. My points are supposed to expire after 3 months to get customers to come back and I've never seen them show as "Coupons" before, just points that can be redeemed. Can someone please explain whats going on there?

[MJD]

Hi there @BSLprints! I'm going to tag in @pessosices - an expert in Square Loyalty, to hopefully help you set up things just as you want them : )

[pessosices]

Thanks for the tag @MJD !

Hmm, that's super strange, @BSLprints .

I have a couple of theories, but nothing definite.

My theory is that maybe they started redeeming the reward in a sale but then cancelled the transaction. Is that a thing that happened?

At that point it might have converted over the Points to a Coupon, which was applied to the sale, but if the transaction was cancelled it never converted back.

Or maybe it's something bigger.

Again, not sure, just a theory. 

Any insights @isabelle or @kellyj ?