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
The full 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.
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.
Each redeemed reward is only returned once.
Gift card rewards are not supported in this automatic refund flow.
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.
Does this work for both points and credits programs?
Yes. It follows your store’s active loyalty balance type.