Loyalty points with returns and exchanges

[jthorvaldson]

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.

[Kassi_]

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? 

[jthorvaldson]

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

[Kassi_]

@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. 

[jthorvaldson]

Please do pass it along! I appreciate it!