Do loyalty points get taken away when a refund is initiated?

[cornpopper]

Points don't automatically get removed when a loyalty customer returns an item(s) that they received points for. I know you can manually adjust but this should be a no brainer to automatically removed during a return.

[ashc]

Hi @cornpopper,

You're correct that the points don't automatically remove once a refund has been made. At this time, you have to manually remove the points from a customer's profile after a refund is initiated. 

To do so from the Square App:

1. Tap Customers.
2. Search for your customer by name or phone number.
3. Tap Edit next to their Loyalty status.
4. Adjust points using the + / - signs.
5. Tap Save.

I do see what you mean by it making sense to be automatic though so I will let our Loyalty team know about this suggestion. 

[lilychiang]

@cornpopper  Good news - we just launched our feature to automatically adjust loyalty points after a refund. You don't have to worry about manually adjust points after the refund. Square will automatically do this for you.

[pessosices]

This is incredible! Thank you so much!

If a transaction where a reward was redeemed is refunded, does the reward get reloaded and unredeemed  as well?

[lilychiang]

@pessosices - We do not un-redeem the reward because we believe not all businesses would want to unredeem rewards. In this case, you can still manage this via adjust points. 

[pessosices]

Interesting - the issue is as a manager I wouldn’t know if a reward transaction was refunded to be able to go in and adjust points. Maybe having it as an optional setting, or a notification when the situation happens so we can decide and act as needed?

[pessosices]

@lilychiang @kellyj 

Just wanted to follow up and definitely request for this to happen - we've had a few transactions where a customer used a reward, and then we've had to issue a refund and re-ring it up, and not realize that the reward & points didn't get reloaded to the account. If points would be automatically removed from transactions that were refunded, then points & rewards should be added back  from transactions that were refunded.

Thanks!

[ashc]

Hey @pessosices!

I'd be happy to pass that along for you. Hopefully that'll be another thing to come in the future improvements for Loyalty! 🤞

[TBHospitalityNY]

This is an awesome fix. Thanks for the update!

[OMMS]

But what if the earned points have unlocked a reward for the customer, and after that, he requested a refund and the points deducted, will the reward be removed also? 

[Laurie_]

Hi @OMMS thanks for reaching out here!

It's my understanding that when the points are removed as a result of issuing a refund, the subsequent reward level is also updated. You can view a breakdown of the refund process based on the Loyalty Program Type type here. 

Please reach out if you have any further questions.