When a customer returns a transaction or transaction line item, you can revert the points redeemed for the transaction/line item using Points Return configurations. 

Points are returned in two ways as explained in the following.

Reverse points

You can reverse the redeemed points such that the points expiry for those points will be restored to the original. There are some configurations for points reversal depending on the reference transaction number.

  • Redemption without reference transaction number: If redemption is made without any transaction number then you can reverse points on the basis of redemption ID using the option Redemption reference captured in the bill. Points expiry for reversed points will be restored to the original without altering the expiry date.
  • Redemption with reference transaction number: If redemption is made with transaction number then you can reverse points on the basis of redemption ID using the option Redemption reference captured in the bill. Points expiry for reversed points will be restored to the original without altering the expiry date.

Prerequisites for points reversal support

  • Enable Allow_points_redemption_reversal config on EMF settings. Only the back-end team has access to this page. Please raise a ticket if you want this to enable.
  • Enable V2 API as points reversal is supported only in V2.0.
  • Enable Redemption reference captured in the bill on Points Return (Loyalty+)page.

Loyalty config in points return

  • Redemption reference captured in the bill

Reissue Points

In cases where no transaction or redemption reference number is available, you can reissue points and set an expiry strategy. Hence, reissued points will have a new expiry date. 

Loyalty config in points return 

  • Points tender mode


  • Points return provides an option to issue refunds through points. So, when a customer returns a transaction or line item, points worth the refundable amount will be issued to the customer.
  • To refund through points, It is necessary to track payment modes of a transaction.


To configure points return, follow these steps:

  1. On the loyalty program configuration page, click Points Return.

  1. Set Is points reissual enabled to Yes to enable support for points return. You will see options to configure points return.

  1. Select the desired points reissual type.
    1. Points tender mode: To reissue redeemed points. You need to set the expiry strategy for the reissued points in Select expiry strategy for reissued points.
    2. Redemption reference captured in the bill: To reverse redeemed points with the redemption reference number captured in the transaction. The expiry strategy will also be reversed to the original.
  2. In Select expiry strategy for reissued points, choose your preferred expiry strategy for the points issued through Points tender mode.
  3. To refund (for transaction returns) through points, enable Pay for returns in points
  • You can use refund through points if your org does not support refunds through original payment mode or cash. 
  • To reissue points, it is necessary to specify the mode of payment used for that transaction.
  1. Click Save to save to save the changes.
  2. On the EventsView page, configure PointsRedemptionReversal as explained in the following section.

Events configuration for points reversal

In events, two actions are supported for points reversal - 1. Reverse points and 2. Send message.

To configure events for points reversal, do the following.

On the loyalty program configuration page, navigate to the EventsView page.

  1. In events drop-down, choose PointsRedemptionReversal.
  2. In Condition, leave the Expression and Expression equals to default - true. No rules are applicable for points reversal.
  3. In Points redemption reversal action, leave Points Expiry to the default option. This will return the expiry of the reverse points to the original expiry. 
  4. In Channels, set the message you want to send to customers for points reversal. For more details on channel configuration, see Configure Notification Messages.
  5. Click Save to save the changes.
  6. Click Reconfigure to reflect the changes to the live program.



Sample Scenario

Consider the following example.

A customer made a transaction Bill amount $1000 with the following details.

  • Transaction Line Items: ineitem1 is 500$, lineitem2 is $300, and lineitem3 is $200. 
  • Payment Modes: Cash - $990,  Points redeemed - 100 (for the remaining $10). 
  • Points Issued: 100 (considering 10% of the transaction amount).

Now if the customer returns lineitem3, based on the refund mode, based on cash return or points return, you can configure the Points Return settings.

  • Case 1 - Cash Return: Refund $200 through cash and revert the points issued for the line item (20 points). For this, perform steps 1, 2, 3, and 5.
  • Case 2 - Points Return: Issue points of worth $200 (2000 points) and revert the points issued for the line item (20 points). For this, perform all steps from 1 - 5.