When you manually cancel an order in which a customer previously used store credit or member points, you can choose to revert the credit or points so the customer can use them on their next purchase.
In this article, you'll find:
*Notes:
- The examples in this article show the relevant revert information displayed in the Admin when a customer has used store credit/member points on an order.
- For more information on system-initiated automatic store credit/member point reverts, please refer to Auto Cancel Order and Auto Revert Credits and Points.
- For more information on reverting credits/points when customers cancel orders, please refer to Cancel Order By Customer | Order Management.
1. Revert store credit / member points
Step 1
Go to the SHOPLINE Admin > [Order Management] > [Orders] and update the order status to "Cancelled".
Step 2
A pop-up window will appear asking you to confirm the cancellation and choose whether to revert the store credit and member points.
Step 3
When reverting store credit/member points, you can decide whether to extend the validity period for expired ones. Click Extend to enter the number of days. If the points the customer used have expired and you choose to extend the validity, the expiration date will be extended to the next annual points expiration date.
[Coming Soon] The system will support entering a specific number of days to extend point validity, identical to the store credit revert settings.
If the validity of expired store credit/points is not extended, they will not be reverted.
Using the image below as an example, if the NT$30 store credit that expired on 2020/11/03 is not extended, the system will only revert the never-expiring NT$20 store credit and the 100 unexpired points, and the revert status will show as "Reverted".
*Note: If all store credit and points used in the order have expired and you choose not to extend their validity, they will not 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 4
Once the above settings are configured correctly, choose whether to send an update notification to the customer, then click OK.
*Notes:
- The store credit and member point revert feature is only available for individual manual order cancellations; it is currently not supported for bulk order cancellations.
- To revert store credit/points for an order that is "Cancelled but not reverted", please update the order status to "Cancelled" again and enter the validity period for the reverted credit/points in the pop-up window. Once completed, the order's revert status will update to "Reverted".
- After an order is cancelled and the store credit/points are reverted, if the order status is later changed back to "Open / Confirmed / Completed", the system will not automatically deduct the store credit (or points) again. You will need to manually edit and deduct the reverted store credit (or points) from the customer's profile.
2. View revert status
Once credit/points are reverted, you can check the details on the following three pages:
1. Order Details
Check the store credit and member point revert status in [Order Management] > [Orders] > [Order details] section.
You can also use the "Additional Filters" feature in Order Management to filter orders by their store credit/member point revert status.
- Reverted: Orders where store credit/points were reverted upon cancellation.
- Not Reverted: Orders that are cancelled, but the applied store credit/points have not been reverted.
2. Store Credit
Go to [Customer Management] > [Customers] > [View] > [Store Credits] to view the store credit revert records. Store credit reverted from the same order will appear as multiple records with different expiration dates.
*Note: Expiration date = Revert date + validity period (if extended) OR original expiration date (if not extended).
3. Member Points
Go to [Customer Management] > [Customers] > [View] > [Member Points] to view the member point revert records. Member points reverted from the same order will appear as multiple records with different expiration dates.
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