Introduction
Automatically sync points when orders are refunded or canceled in Shopify. This feature ensures your loyalty program remains fair by deducting points when customers return products or cancel orders.
Set up your points cancellation rules
To enable and configure automatic points adjustments, follow these steps:
From your Loloyal dashboard, go to Preferences > Orders.
Scroll down to Points cancellations section.
Select which order statuses should trigger points adjustments by checking the appropriate boxes:
Refunded - When an order is fully refunded
Partially refunded - When part of an order is refunded
Voided/Cancelled - When an order is canceled or voided
Click Save to apply your settings.
How points are adjusted when an order is refunded or cancelled
When a customer receives a refund or cancels an order, the system automatically deducts the appropriate number of points from their balance based on the order's financial status. Here's how it works for each type of adjustment:
Shopify Order financial status
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How points are adjusted
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Example scenario ($1 = 1 point)
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Refunded
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When an order is fully refunded through Shopify, all points earned from that order will be automatically deducted from the customer's balance.
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A customer places an order for $100 and receives 100 points. Once you refund the order through Shopify, the customer will have all 100 points deducted from their account automatically.
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Partially Refunded
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For partial refunds, points are deducted proportionally to the refund amount. The system calculates the percentage of the order that was refunded and deducts that same percentage of points.
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A customer places an order for $100 and earns 100 points. Later he decides to return an item worth $50 (50% of the order). They will have 50 points (50% of the original points) deducted from their account automatically.
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Voided/cancelled
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When an order is voided or cancelled in Shopify, all points earned from that order will be deducted from the customer's balance, just like with a full refund. |
A customer calls to place an order for $100, and points are awarded to his account. Later, they decide to place the order in-store instead, so you cancel the online order. Once cancelled, they will have all points from that order deducted from their account automatically. |
Impact on VIP tiers
When points are deducted due to refunds or cancellations, this may affect a customer's VIP tier status:
If the points deduction reduces a customer's total points below their current VIP tier threshold, they will automatically be moved down to the appropriate tier.
The system recalculates the customer's tier immediately after processing the points adjustment.
Customers will see the tier change reflected in their loyalty account right away.
Common Questions
1. How long does the points adjustment take?
Points adjustments typically process within 15–30 seconds after an order is canceled or refunded in Shopify.
2. Will the customer be notified that their points were deducted?
No. The customer won't receive an automatic notification about changes to their points balance. They will see a Points canceled - Placed an order event in their activity log when they check their loyalty account.
3. Does this also apply to POS orders?
Yes! Points for orders placed through Shopify POS are adjusted the same way when canceled or refunded.
4. Will this work with custom Ways to Earn created via Shopify Flow?
Currently, this feature only supports the default “Placed an Order” earning rule. For custom rules created with Shopify Flow, point adjustments must be done manually in the customer’s profile.
5. What happens if a customer cancels an order that unlocked a VIP tier?
If the points deduction drops the customer below the required threshold, they’ll be automatically downgraded to the correct VIP tier based on their updated balance.