What Happens If an Order Is Refunded?

What happens to loyalty points if an order is refunded?

When an order is refunded in your Shopify store, Kefi automatically ensures your loyalty data remains accurate. The system follows a "Paid-to-Earn" logic:

• Point Deduction: If an order is fully or partially refunded, the points previously earned from that specific purchase are automatically deducted from the customer’s balance.

• Proportional Adjustment: In the case of a partial refund, only the points associated with the refunded dollar amount will be removed.

• Prevention of Misuse: This automated sync prevents "point gaming," where a user might place a large order to gain points and then immediately return the items.

How are points calculated for orders?

Points are only officially credited to a customer's account after the order is marked as paid.

Note: If a customer’s current point balance is lower than the amount being deducted (e.g., they already spent the points they earned from the returned item), their balance may decrease into a zero or negative state depending on your specific store settings.

Need Help?

Our support team is here to help you succeed with Kefi:

• Live Chat: Available directly within the Kefi Loyalty app

• Email: wecare@keficommerce.com