How Friendbuy Powers Loyalty Point Refunds with Shopify

Samantha Brown Updated by Samantha Brown

Introduction

Friendbuy offers an automated feature that adjusts loyalty point balances when refunds occur within Shopify. This functionality eliminates the need for you to manually adjust points, streamlining the customer experience and minimizing operational challenges. By automating the process, you can manage loyalty rewards more seamlessly, even in the event of full or partial refunds. This feature also supports negative point balances for cases where points were spent before a refund was processed, ensuring the integrity of your loyalty program.

Please reach out to your Friendbuy Customer Success Manager or email support@friendbuy.com to enable this feature.

Prerequisites

Ensure your Shopify account is integrated with Friendbuy. Friendbuy will automatically begin processing refunds and adjusting points based on Shopify’s webhook events.

Merchants who have reward delays for loyalty points may not enable this feature.

Refund Handling Logic:

Full Refunds: Customers can earn points for $ spent. (they can also earn points just for making a purchase). When a customer returns their entire purchase, all points earned from that purchase are deducted from their balance, ensuring no points are awarded for items no longer kept.

Specific SKUs: If you purchase a specific SKU and the customer returns an item that is not that specific SKU, points will not be returned to their balance.

Partial Refunds: We will adjust points in proportion to the amount refunded. We will not refund points for

Negative Balances: In cases where points have been spent before a refund, negative balances are created to reflect the points owed by the customer.

Expiration Dates: We will refund the points with expiration that occurs earlier.

Instructions for Enabling Refund Processing for Loyalty Points in Your Friendbuy Account

  1. Login to your Friendbuy account
  2. Navigate to Settings > Account
  3. Scroll to the section called Shopify Refunds and turn the toggle on for Grant Merchant Access to Shopify Refunds

Customer Loyalty Dashboard Updates

Once enabled, any refunds processed through Shopify will automatically adjust the customer’s loyalty point balance in the Loyalty Dashboard. Customers will also be able to view points earned, redeemed, and rescinded due to refunds in their loyalty event history.

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