thread Re: Loyalty points with returns and exchanges in Customer Engagement

Loyalty points with returns and exchanges

jthorvaldson — Sun, 21 Sep 2025 11:15:32 GMT

Had a situation come up yesterday regaarding loyalty points with a returned item. I know that loyalty points are returned to the customer when they return items and get a refund. But that was not the case when we tried to do an exchange. Is there a way to fix this?

Example - customer orginally purchased a $10.99 item and used $6 rewards - paid $5.39 ($10.99 - 6.00 + .40 {8% tax} = 5.39). Returned item for for $10.99 and exchanged it for $12.99 item. Square POS app told me customer owed $8.64 because it did not take into account the $6 rewards used. Customer should have only owed $2.16 for the difference in the 2 items.

Re: Loyalty points with returns and exchanges

Kassi_ — Fri, 19 Nov 2021 16:39:31 GMT

Hey there, @jthorvaldson -

Welcome back to the Community.

Just to make sure we're on the same page - from what you saw when it comes to exchanges, the coupon/reward will not be returned to the customer.

You could always manually add a coupon or discount to their other transactions, if you'd like. Or are you looking for something more automated like the returns operate?

Re: Loyalty points with returns and exchanges

jthorvaldson — Fri, 19 Nov 2021 16:43:42 GMT

Yes, we were hoping for something automatic. It works that way with returns, just not exchanges.

Re: Loyalty points with returns and exchanges

Kassi_ — Fri, 19 Nov 2021 18:47:52 GMT

@jthorvaldson

Ah okay. Right now, it would be a manual process for exchanges.

I would be happy to get this over to our Loyalty Product Team for a more automated process in the future.

Re: Loyalty points with returns and exchanges

jthorvaldson — Fri, 19 Nov 2021 18:50:39 GMT

Please do pass it along! I appreciate it!