If enabled on your programme and they have been recorded on the scanner, you will see refunds appearing in your results view.
How refunds appear
Refunds appear with a negative value in the "Value" column, the text is shown in red.
If you use the export function on the scan results page; this will include refunds with a negative value.
Total sales and refunds value
Two value totals can be found at the top of the scan report:
- Sales value; and
- Refund value
The Sales value total includes only sales transactions, and the Refund value includes only refund value. In other words, the refunds are not deducted from the total sales value. The total value through the loyalty scheme is the sum of these two values.
Refund transactions and points
If a refund transaction is eligible as part of a loyalty scheme then points will be shown as being "Returned" from the customer. This is for you to reclaim points that were earned by the customer in the original sale. So making a sale and a return of the same value will result in the customer ending up with no net difference in points.
Total points earned (Lifetime points balance)
Points deducted from a customer in a refund are handled slightly differently to points burned as part of a sales transaction.
The subscriptions tab on a customer record shows the Total points earned in a loyalty scheme. This total (lifetime) points is used to calculate tier membership.
Points burned as part of a sales transaction, or through other regular loyalty mechanics do not deduct from this total. Points deducted through a refund transaction are deducted from this total, as the original sale is in effect voided and the points are treated as if they were not earned.