When you manually cancel an order for a customer that previously used store credits or member points, you can choose whether to manually revert the credits or points so the customer can use them on their next purchase.
*For the example images shown in this article: If the customer used store credits on the order, the Admin will display the relevant credit revert information. The same applies when member points are used.
This article will cover the following:
- Manually change the order status to Cancelled and revert credits or points
-
Check the status of reverted store credits and member points
For system-initiated automatic credit reverts when an order is cancelled (e.g., payment timeout or payment failure), please refer to this article. For automatic credit and point reverts when customers cancel their own orders, please refer to this article.
1. Manually change the order status to Cancelled and revert credits or points
Step 1. Order Management > Orders
When you update the order status to "Cancelled", a pop-up message will appear.
Step 2. Cancel the order and revert store credits and points
In this step, you can choose whether to revert store credits and member points to the customer. If you decide to revert them, please pay attention to the expiration dates of the credits and points.
You can also decide whether to extend the validity period for any expired credits or points.
If the store credits used in the order have already expired and you choose to extend the validity, you can enter the number of extension days.
If the member points used in the order have expired and you choose to extend the validity, the points will be extended to the next annual points expiration date.
*Note: If all the store credits and points used in the order have expired and you choose not to extend their validity, no credits or points will be reverted. The revert status in the order details will remain "Not Reverted". If you wish to revert them later, you can repeat the process starting from Step 1.
Step 3
Check the confirmation box if you want to send your customer an update notification, then click OK.
*Notes:
The Revert Credits/Points feature is only available for individually cancelled orders; it is not supported for bulk order cancellations.
To revert credits or points for a cancelled order, manually update the order status to "Cancelled" again and complete the revert process in the pop-up window. Once completed, the revert status will update to "Reverted".
After an order has been cancelled and the applied store credits or points have been reverted, the system will not automatically deduct credits or points if the order status is later changed back to "Pending / Confirmed / Completed". Merchants will need to adjust the customer’s account manually.
2. Check the status of reverted store credits and member points
After you complete, the credit revert status will show in the order details.
You can also filter orders by credit revert status in "order management".
- Reverted: Order applied credit is reverted.
- Not Reverted: Order is cancelled, but the applied credit has not reverted yet.
View store credit usage and revert records on the customer profile page
After a successful revert, the store credit record will show a positive credit amount.
If multiple credits from the same order are reverted, they will appear as separate entries with different expiration dates.
Expiration date: Revert date + validity period (if extended) or original expiration date (if not extended).
View store credit usage and revert records on the customer profile page
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