Understanding refunds in Loyalty
A refund, also referred to as a return, is a reimbursement given to customers after they have returned a product. It can be full when it matches the entire order, or partial, if only some of the product's order were returned. Please read our technical documentation on the topic if you would like to know more.
There are two different ways to handle refunds:
with a holding period (>= 1 day, in this case, points will be canceled)
without a holding period (0 day and points will be debited instead)
When refunds happen, you must create a new negative order and send it to us; however, this new negative order won't be ever linked to the first original order. Because of this mechanism, refunds must be handled by creating a loyalty rule, which will process the order and cancel or debit the points.