> For the complete documentation index, see [llms.txt](https://docs.roadmap.so/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.roadmap.so/loyalty-and-rewards/points-and-ways-to-earn/refund-an-unused-loyalty-coupon.md).

# Refund an unused loyalty coupon

Return a customer's points when they've redeemed a coupon they don't want or can't use, for amount discounts and product redemptions alike, and let them redeem fresh.

Refund a coupon when a customer has redeemed points and wants them back, or redeemed the **wrong thing** and needs to start over. It works for both reward types:

* **Amount discounts**: the customer changed their mind, or the coupon's restrictions (minimum spend, product scope) don't fit their order.
* **Product redemptions**: the customer picked the wrong product, or the product is no longer available. Product-redemption coupons are **locked to the product chosen at redemption**, so refund plus a fresh redemption is how a customer "swaps" products.

{% hint style="warning" %}
Refunds are **admin-only**. Customers cannot reverse a redemption themselves. This is standard across loyalty platforms, so it's worth stating in your own store FAQ that customers should contact you to undo a redemption. Coupons also can't be **edited**: refund and re-redeem is the only way to change one.
{% endhint %}

#### Refund the coupon

{% stepper %}
{% step %}
**Open Unused Loyalty Coupons**

From the Loyalty Program dashboard, open **Unused Loyalty Coupons**.

<figure><img src="https://393112916-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FJ8asLD4FVCFagK40xEr4%2Fuploads%2FOxrwz2FgfSkHOqCQD7e2%2FScreenshot%202026-09-02%20at%2010.24.02%E2%80%AFAM.png?alt=media&#x26;token=3fc03f8b-1c11-46ef-be99-d6709370ec98" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}
**Find the coupon**

Search by coupon code or customer email. The table shows the code, customer, redemption method, point cost, and creation date.

<figure><img src="https://393112916-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FJ8asLD4FVCFagK40xEr4%2Fuploads%2FEQyHkE1Edkoky5vM84uw%2FScreenshot%202026-09-02%20at%2010.28.25%E2%80%AFAM.png?alt=media&#x26;token=9f9611f9-34a8-492b-ba95-c509cc32cb47" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}
**Click Refund and confirm**

A confirmation shows the code, customer, and points to refund. Confirming returns the points and deletes the Shopify discount. The code cannot be used afterward.

<figure><img src="https://393112916-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FJ8asLD4FVCFagK40xEr4%2Fuploads%2FN4tweaT0NFc7PLj2VwNB%2FScreenshot%202026-09-02%20at%2010.29.00%E2%80%AFAM.png?alt=media&#x26;token=4f43910e-533b-45b4-8a57-2ca8738db615" alt=""><figcaption></figcaption></figure>
{% endstep %}
{% endstepper %}

The refund appears in the customer's point history, their balance updates immediately, and they can redeem again straight away.

#### Coupon statuses

A customer's full coupon history, including used ones, lives in [Manage Customers](/loyalty-and-rewards/customer-management/manage-loyalty-customers.md): open their profile, then **Point History → Discounts**.

* **Active**: generated and still unused. This is the refundable state (it appears in Unused Loyalty Coupons). *Active does not mean the customer has spent it.*
* **Used**: spent on an order. Cannot be refunded here.
* **Refunded**: already refunded; the points went back.
* **Deleted**: removed from Shopify.

{% hint style="info" %}
Only **unused** coupons appear in Unused Loyalty Coupons. Once an order uses a coupon, it can't be refunded from this screen.
{% endhint %}

#### Related guides

* [A customer's loyalty coupon isn't working](/loyalty-and-rewards/troubleshooting/a-customers-loyalty-coupon-isnt-working.md)
* [Ways to redeem points: overview](/loyalty-and-rewards/points-and-ways-to-earn/ways-to-redeem-points-overview.md)
* [Where is a customer's loyalty discount code?](/loyalty-and-rewards/troubleshooting/where-is-a-customers-loyalty-discount-code.md)


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:

```
GET https://docs.roadmap.so/loyalty-and-rewards/points-and-ways-to-earn/refund-an-unused-loyalty-coupon.md?ask=<question>&goal=<endgoal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.