Introduction
When you edit an order after purchase in Shopify (for example, returns, exchanges, or partial refunds), Rivo can automatically adjust previously earned loyalty balance.
This helps keep customer balances fair and aligned with what was actually kept from the order.
Where to configure this
In Rivo, go to Settings > Orders.
Scroll to Points Cancelations.
Choose which statuses should trigger automatic adjustments. Refunded is selected by default; enable Partially refunded or Voided if you want those statuses to adjust earned balance too.
Click Save.
How adjustments are calculated
Fully refunded or voided orders
If the order status is fully refunded or voided (and that status is enabled), Rivo reverses the eligible balance originally earned from that order. For credit-based balance, the amount removed can depend on the customer’s available balance.
Partially refunded orders
If the order status is partially refunded (and enabled), Rivo removes a proportional amount based on the refunded portion of the order.
The adjustment follows your current order calculation setup, including whether your earning calculation includes:
taxes
shipping
discount savings
Shipping-only changes
If a refund is only for shipping and your earning calculation excludes shipping, little or no earned balance may be removed.
Gift card-only refunds
If your settings exclude gift card totals from earning calculations, gift card-only refunds may not remove earned balance.
Post-purchase order edit behavior
Shopify can split an order edit into multiple refund records. Rivo uses the most relevant refund data from that edit to calculate the adjustment.
In practice, this means:
item-level returns reduce earned balance proportionally
full reversals remove all earned balance from that order
shipping-only changes may have little or no impact depending on your order calculation settings
edits that increase an order’s value do not add more earned balance; the earned balance stays based on the original order
Important notes
These adjustments apply to earnings from order purchases.
This setting controls earned balance adjustments.
Returning used reward discounts is controlled separately by Refund redeemed rewards on order cancellation in the same Orders settings area.
Customer tier progress can update after a refund adjustment if their balance changes enough.
Common questions
Why were no points removed after an order edit?
Check that the order’s status is selected in Points Cancelations. Also confirm whether the refund was item-based or shipping-only, and whether shipping is included in your order earning calculation.
Does this work for partial refunds?
Yes. When Partially refunded is enabled, Rivo applies a proportional adjustment.
Do I need to adjust points manually after every return?
Usually no. Once the setting is enabled for the relevant statuses, eligible order changes are adjusted automatically.
Is this the same as refunding redeemed rewards?
No. Redeemed reward refunds are managed by Refund redeemed rewards on order cancellation.