Managing point adjustments post-fulfilment
Review and approve loyalty point changes created after a fulfilled order is refunded, returned, exchanged, or edited.
If you use Require approval before adjusting, Roadmap monitors order changes post-fulfilment and creates point adjustment recommendations for you to approve, customise or reject.
Turn on pending adjustment review
Open Loyalty Program → Points.
Scroll to Order Adjustments.
Set Fulfilled Order Adjustments to Require approval before adjusting.
When a pending adjustment is created
Roadmap creates a pending adjustment when a fulfilled order changes and the points-eligible order value changes.
Common triggers include:
partial refunds
full refunds
returns
exchanges
cancellations on fulfilled orders
Items added after fulfilment
This is especially useful for Shopify POS.
POS often fulfils orders immediately.
If a staff member adds or swaps items after that, Roadmap logs the point change for review.
Before fulfilment vs after fulfilment
Use this rule of thumb:
Unfulfilled order → Roadmap updates points automatically
Fulfilled order → Roadmap creates a pending adjustment for review
That means order edits made before fulfilment do not enter the pending log.
What you see in the pending log
Each pending row shows the key details you need to review the change:
order
customer
adjustment amount
original points
eligible order value change
reason
status
created date
The queue can include both negative and positive adjustments.
Review a pending adjustment
Understand “Eligible Order Value Change”
This value is based on the part of the order that was eligible to earn points.
It is not always the same as the raw refund amount.
Roadmap respects your Place an order earning conditions, including:
excluded products or variants
excluded collections
discounted items that do not earn points
shipping rules
orders containing point redemptions
If only part of the order was points-eligible, only that part affects the adjustment.
Example: partial refund after fulfillment
Here is the flow shown in the example:
the original order awarded 140 points
a returned item reduced the eligible order value by $60
Roadmap created a pending adjustment of -60 points
the reason was Partial Refund
After approval, the point change appears in the customer’s point history.
The history line explains what changed and which order caused it.
Positive adjustments also appear here
The pending log is not only for deductions.
It also captures extra points that should be awarded after fulfillment.
Common examples:
a customer exchanges into a higher-value item
a fulfilled POS order has extra items added later
the net payment increases after the original order was fulfilled
In these cases, the adjustment can be a positive points amount.
What happens after you action the adjustment
Once reviewed, the entry moves out of Pending and into:
Approved
Rejected
All
You can still open processed entries to review the summary and any internal note.
If you approve the adjustment:
the customer’s points balance updates immediately
the event appears in Manage Customers as a point history line
Klaviyo loyalty properties sync from that event
Best practice
Use Require approval before adjusting if staff regularly process returns or POS exchanges.
Leave an internal note with the staff name or reason.
Check the Eligible Order Value Change before using a custom amount.
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