Introduction
When a customer uses a reward at checkout, this setting can automatically return the used balance after an order is refunded, partially refunded, or voided in Shopify.
This helps keep balances accurate without manual adjustments.
Turn on automatic reward refunds
In Rivo, go to Settings > Orders.
Find the Points Refunds or Credits Refunds section.
Turn on Refund redeemed rewards on order cancellation.
Click Save.
How refund amounts are calculated
Fully refunded or voided orders
If an order is fully refunded or voided, the full amount used for each redeemed reward on that order is returned.
Partially refunded orders
If an order is partially refunded, Rivo returns a proportional amount of the redeemed reward based on the refunded items.
For example, if about half of the discounted items are refunded, about half of the redeemed balance is returned.
Shipping-only refunds
If a refund does not include item-level refunds (for example, shipping-only changes), there may be no redeemed balance returned.
Split refunds and order edits
If Shopify splits one refund into separate records, Rivo still looks for the refund details tied to returned items and uses that information to calculate the returned balance.
What this setting applies to
It refunds redeemed rewards that were actually used on the order.
It works for both points-based and credits-based loyalty programs.
It processes refunds for refunded, partially refunded, and voided order statuses.
If multiple reward codes were used on an order, each eligible redeemed reward is processed.
Each redeemed reward is refunded only once.
Important notes
Gift card rewards are not supported for this automatic refund flow.
This setting is separate from Points Cancelations, which controls reversing earnings from orders.
If a status is not selected under Points Cancelations (for example, Voided), redeemed rewards can still be refunded for that status when this setting is enabled.
Redeemed rewards can still be refunded even if there are no earned points to reverse for the order.
If an order has multiple refund events, the redeemed reward refund is only applied once automatically.
Common questions
Does this work for partial refunds?
Yes. Returned balance is calculated proportionally from the refunded portion of the order.
Do I need to refund balance manually after enabling this?
Usually no. After this setting is enabled, eligible order refunds and voids return redeemed balance automatically.
Why wasn’t balance returned on a partial refund?
This can happen if the refund did not include item-level returns tied to the redeemed reward, or if that redeemed reward was already refunded earlier.
Does this work for points and credits?
Yes. It works with whichever balance type your loyalty program uses.