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Turn on Deduct points for refunds or cancellations to reverse points when an order is refunded or cancelled. The setting is on by default and applies to every connected source. The setting lives on the Earn points page, which is marked Beta.

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Before you start

  • Your store is connected to bitbybit via bitLogin. The setting is disabled until a source is connected, the same as Earning rate.
  • Your loyalty program is enabled. See Loyalty quickstart if you haven’t set one up yet.
1

Open the setting

  • In the sidebar, open bitLoyalty > Earn points.
  • Scroll to the Deduct points for refunds or cancellations card, below Earning rate. Earn points page with the Deduct points for refunds or cancellations card below Earning rate, its toggle switched on.
2

Turn the setting on or off

  • Use the switch on the right of the card.
  • The change saves immediately. There is no Save changes banner and no confirmation message.
  • The switch is briefly disabled while the change is saving. If it fails, the switch returns to its previous position and you’ll see the toast Failed to update loyalty program.
Leave this on unless you deliberately want customers to keep points from refunded orders — for example, if you treat the points as a goodwill gesture.

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What gets deducted

The deduction uses the refunded amount, so a partial refund reverses only points earned on that portion. One switch covers both Shopify and Commerce orders; you cannot configure reversal separately by source.
If the reversal takes a customer’s balance below the points they’ve already redeemed, their balance can end up lower than they expect. Check the customer’s points history on their detail page before responding to a complaint about a missing balance.

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Notify customers when points are reversed

The setting does not message customers. To notify them, use the bitLoyalty Points refunded trigger in an automation.