loyalty points not deducted after redeemed

[Candylulu]

anyone experiencing this issue? one of my loyal customers told me today he redeemed his points for a free drink but he found out his points still stays and didnt even got taken off. I have contacted square and they couldnt find out the problem. just want to know if anyone has this issue? I am very worried about this and then found out another customer redeemed her points and the same thing her points didnt get deducted either. 

I am debating to stop using loyalty program if this happens again. 

[JJ_]

Hello @Candylulu 

I am sorry to hear about this situation. If you can share some screenshots or examples of your customers that reported this, I would gladly look closer into this and escalate it if need be.

Thanks in advance!