Re-assign points and cancel the discount
Introduction
This article details the process of reversing a point redemption in cases where a customer accidentally redeems it or changes their mind. If such an event occurs, you can simply remove the discount code, credit the appropriate points back to the customer, and notify them via email.
Customer can request admin and admin can only provide points and cancel the discount code.
Here are the steps to cancel points redemption:
Step 1: Go to Shopify admin >> Discounts and Select the discount that was redeemed using loyalty points by mistake or where points were assigned to the customer incorrectly, in order to revert the points.
Step 2: There are two option available to cancel the discount:
1. Deactivate discount - Once you click on deactivate discount, a popup will appear which says - The discount code will expire now. Click on Deactivate button to deactivate the discount code.
2. Delete discount - Click on More action button >> Click on Delete Discount >> a popup will appear which says Deleting discounts can‘t be undone. Are you sure you want to delete the selected discounts? >> Click on Delete button to delete the discount.
Step 4: Click on Give points
Step 5: Enter the desired point, which needs to be sent to the customer, and click on Give point
Now, the desired points will be alloted to the customers.
Important Notes
- Only store admins can cancel or deactivate discount codes and reassign loyalty points.
- Once a discount is deleted, the action cannot be undone. Make sure the correct discount is selected before deleting it.
- Deactivating a discount will immediately make it invalid, but it will still remain in the discount list for reference.
- Points should be manually re-assigned to the customer only after confirming that the discount was redeemed or issued by mistake.
- Always verify the customer’s activity history in the Loyalty Members section before reassigning points.
- Reassigned points will be reflected in the customer’s loyalty popup and activity log for transparency.
- If a discount has already been used on a completed order, ensure the order status and refund conditions are reviewed before reassigning points.
- Customers cannot cancel discounts themselves, this action must be handled by the store admin.
- It is recommended to add a clear reason when giving points back to the customer for record-keeping and audit purposes.
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