When a customer redeems points or credits for a discount code in Rivo, there are two possible behaviors for when those points are actually removed from their balance.

In standard mode (the default), points are deducted the moment the discount code is generated, before the customer even uses it at checkout. In deduct on order placed (DOOP) mode, points remain in the customer's balance until the discount code is actually applied to a completed order. The deduction only happens after checkout.

DOOP is now channel-aware — you can choose exactly which redemption channels use deferred deduction and which use immediate deduction. For example, you can enable DOOP for checkout redemptions only, while storefront widget and API redemptions continue to deduct points immediately.

DOOP is configured in your Rivo app under Settings > Orders > "Deduct Earnings after Order Placed".

To access this page, open the Rivo app from your Shopify admin and navigate to Settings > Orders.

The settings include:

Channels that are not checked will continue to deduct points immediately when a discount code is generated (standard mode behavior).

For most programs, the optimal setup is:

This gives you the best of both worlds: checkout redemptions are protected from abandoned cart confusion, while all other channels deduct immediately for a simpler experience.

Note: These steps apply only to channels where DOOP is enabled. For channels using standard mode, points are deducted immediately at step 3.

The most common support ticket loyalty programs receive is some version of "where did my points go?" In standard mode, a customer who generates a code but abandons checkout sees a lower balance with nothing to show for it. With deduct on order placed, their balance always reflects reality.

Example: Sarah has 500 points and redeems them for a $5 off code. She gets distracted and closes her browser before checking out. In standard mode, she logs back in and sees 0 points and no discount applied to any order. She contacts support. In deduct on order placed mode, she logs back in, still sees 500 points, and can redeem again when she's ready.

In standard mode, if a customer generates a discount code and then forgets to use it, closes their browser, gets distracted during checkout, or encounters a payment error, their points are already gone. They have to contact support to get them back. With deduct on order placed, this entire category of support requests disappears.

Customers sometimes generate multiple discount codes by accident — clicking "Redeem" more than once or generating codes across multiple sessions. In standard mode, each click deducts points. With deduct on order placed, only the code that is actually used triggers a deduction.

When this mode is enabled, the system also automatically consolidates unused discount codes. If a customer generates a new code, any previously generated but unused codes for the same reward are cleaned up. This prevents discount code clutter in both your Shopify admin and the customer's account.

Note: Consolidation only applies to channels using deferred deduction. Channels set to immediate deduction do not generate unused codes that need cleanup.

Example: Mike clicks "Redeem 200 points for $2 off" three times in a row because the page was loading slowly. In standard mode, he just lost 600 points and has three discount codes. In deduct on order placed mode, the system consolidates those into one active code, and his balance hasn't changed until he actually uses one at checkout.

Regardless of which mode you use, Rivo can automatically adjust points when orders are refunded or cancelled. This is configured separately in your Points Cancellations settings under Settings > Orders.

All points earned from the order are revoked. If the customer used a points-based discount code, the redeemed points are returned to their balance.

Example: A customer places a $50 order, earns 50 points, and used a 200-point discount code for $5 off. The order is fully refunded. The 50 earned points are revoked and the 200 redeemed points are returned to their balance.

Points are revoked proportionally. If a customer earned 100 points on a $100 order and $40 is refunded, 40 points are revoked.

Same behavior as a voided order. All earned points are revoked and any redeemed points are returned.

If an order is cancelled very quickly after placement and the discount code was never fully marked as "used" in the system, Rivo recognizes that no points were ever actually deducted and skips the refund step. This prevents double-crediting, where a customer could end up with more points than they started with.

POS redemptions always use immediate deduction, regardless of your DOOP channel settings. When a customer redeems points at a physical store through Shopify POS, points are deducted at the time of the transaction. This is because POS has its own separate code path and does not go through the standard online checkout flow.

If your program uses VIP tiers based on points balance, deduct on order placed mode produces more stable tier behavior.

In standard mode, a customer's balance drops immediately on code generation, which could temporarily move them to a lower tier even if they haven't completed a purchase. With deduct on order placed, their balance and tier status remain stable until the order actually goes through.

Example: Jessica is in your Gold tier, which requires 1,000+ points. She has exactly 1,050 points and redeems 200 for a discount code. In standard mode, her balance drops to 850 and she could briefly lose Gold status before even completing checkout. In deduct on order placed mode, she stays at 1,050 until the order is confirmed.

If points are later revoked due to a refund, and the customer's balance drops below a tier threshold, they will be moved to the appropriate lower tier automatically.

Deduct on order placed mode controls when customers lose points from redemptions. This is separate from your loyalty earnings trigger, which controls when customers gain points from orders.

Your earning trigger can be set to award points when an order is placed or when an order is fulfilled. You can also set an approval delay (in seconds) for earned points, where points sit in a "pending" state and are automatically approved after the delay period. This gives you a window to catch fraudulent or test orders before points are awarded.

These settings are independent. You can mix and match. For example, a common setup for brands that want maximum accuracy:

This combination covers both sides: customers aren't penalized for abandoned checkouts, and you aren't giving away points on orders that might be cancelled or fraudulent.

If your program is already live and your customers are accustomed to seeing their balance drop immediately on redemption, switching modes may initially confuse some customers. We recommend consulting your success manager to plan the transition and communicate the change to customers.

If you have aggressive points expiration policies, there is a theoretical window between code generation and order placement where expiration could affect the balance. In practice this is rare because discount codes are typically used within the same session, but it's worth factoring in.

Automatic points adjustment on refunds and cancellations is designed for the standard "Placed an order" earning rule. Custom earning rules created through Shopify Flow may require additional configuration for refund handling.

Their points stay in their balance. The unused discount code is automatically cleaned up when they generate a new one for the same reward.

The consolidation system cleans up old unused codes when a new one is generated. Only one active unused code per reward type is maintained at a time. If a customer manages to apply a code before consolidation runs, standard Shopify discount rules apply.

Yes. In standard mode, a "Points Redeemed" entry appears when the code is generated. In deduct on order placed mode, the redemption entry appears after the order is placed and the code is marked as used.

Yes. Deduct on order placed is a Rivo-side timing mechanism for when balance deductions occur. Shopify's discount combination rules for stacking discounts are handled separately and work the same way regardless of this setting.

Navigate to Settings > Orders in the Rivo app. Scroll to the "Deduct Earnings after Order Placed" section. Toggle "Enable deduct on order placed" on, then select the channels you want to use deferred deduction. We recommend starting with Checkout only. Click Save.

If you're enabling this on a live program with existing customers, we recommend consulting your success manager to plan the transition.

Checkout redemptions will defer point deduction until the order is placed. All other channels (storefront widget, API, auto-redeem, in-app) will continue to deduct points immediately when the code is generated. This is the recommended setup for most programs.