Introduction
When customers use a reward discount at checkout, you can automatically return the used balance if the order is later refunded, partially refunded, or voided.
This helps keep customer balances accurate without manual adjustments.
Turn on the setting
In Rivo, go to Settings > Orders.
Find the Points Refunds or Credits Refunds section.
Turn on Refund redeemed rewards on order cancellation.
Click Save.
What happens when orders are refunded
Fully refunded or voided orders
Any remaining unrefunded amount used for each redeemed reward on that order is returned.
Partially refunded orders
A proportional amount of the redeemed reward is returned based on the refunded items.
To return redeemed balance on a partial refund, Shopify’s refund details need to include the redeemed reward discount on the returned items.
Shipping-only refunds
If the refund does not include item-level refunds, there may be no redeemed balance returned.
How this setting works with Points Cancelations
This setting controls returning redeemed rewards (used discount balance).
The Points Cancelations section controls reversing earned points or credits from order activity.
These are separate controls, so redeemed rewards can still be returned even if a status is not selected in Points Cancelations.
Important details
It applies to both points-based and credits-based rewards.
It only returns rewards that were actually used on the refunded order.
Gift card rewards are not supported in this automatic refund flow.
If an order has multiple refund events, each event can return additional redeemed balance until the full redeemed amount is returned.
This setting is not retroactive for refunds that were already processed before the setting was enabled.
Common questions
Do I need to refund redeemed rewards manually after enabling this?
Usually no. Eligible refunded, partially refunded, and voided orders are handled automatically.
Does this also reverse points earned from the original order?
Not by itself. Use Points Cancelations to control when earned points or credits are reversed.
What if there are multiple partial refunds and then a full refund?
Rivo tracks what has already been returned, so later refunds only return the remaining redeemed balance.
Do setting changes affect older or unused reward codes?
No. This setting only applies when refund or void events are processed while it is enabled, and only for rewards used on the refunded order.
Does this work for both points and credits programs?
Yes. It follows your store’s active loyalty balance type.