> 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)


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