For orders that have applied credits or points, different options are available for reverting them when the payment status changes to "Expired" or "Failed".
For "Expired" orders, you can choose whether to automatically revert store credits and points. For "Failed" orders, store credits and points will be automatically reverted.
- For details on how to auto-cancel orders, kindly refer to this article.
- For allowing customers to cancel orders and revert credits and points, kindly refer to this article.
1. Auto-cancel orders with 'Past-due orders' and auto revert credits & points
If you wish the system to automatically cancel orders with the payment status of "Expired", go to [Settings] > [Order Settings] and switch on the feature shown below.
The following are the two different situations for auto-cancel orders and revert conditions.
Auto-cancel "Expired" orders
When an order exceeds the payment time limit, you can choose whether to automatically revert unexpired credits and points with their original expiration date. To enable this, select "Auto cancel order and revert credits & points with original expiry date."
Auto-cancel "Failed" orders
When an order's payment status changes to "Failed", the system will automatically revert unexpired credits and points with their original expiration date. Once completed, the revert status will display as "Reverted."
2. How to check the revert status of store credits/ member points
View status of store credits/ member points in the order management page
Go to [Order Management] > [Orders] > [Order]. Enter an order and navigate to the "Order details" section to view the revert status of store credits and member points.
In [Order Management], click Additional Filters to filter orders by whether credits or points have been reverted or not been reverted.
For more information on filter settings, please refer to Order Management Interface Overview｜Order Management.
- Reverted: Orders where credits/points were reverted upon cancellation.
- Not Reverted: Canceled orders where credits/points have not been reverted.
View revert History on customer information page
If store credits are reverted successfully, the system will record the changes in customer's credit history/ point history. Credits or points reverted from the same order will be listed in multiple logs according to their expiry dates.
*Note: Expiry date = Revert date + Valid period (extended period) or Original expiry date (without extension).
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