In this article, you'll find:
What happens when a reward's associated order gets fully refunded or canceled
For fully refunded or canceled orders, Rise automatically cancels all store credit rewards that were issued through a workflow and linked to that order, as long as it was not used already.
* Due to how this system work, if your workflow happen to have only a trigger and an action (no conditions, for example - when an order is paid, issue store credit), then, we recommend adding a condition which will always be met, like "if order total value is equal/greater than 1".
What happens when a reward's associated order gets partially refunded
When an order is partially refunded or canceled, Rise.ai will automatically review and update any reward/s associated with it, aiming to match them to the final order details.
For partially refunded orders, the process starts by cancelling the initial reward and the running the same workflow on the updated order, to determine whether the order still qualifies for a reward. If it does, a new reward will be issued, based on the updated order value and considering the whole workflow structure.
The process of reward cancelation
First stage: canceling the initial reward associate with the refunded order
When an order is refunded or canceled, Rise automatically cancels any store credit that was issued by a workflow out of it. While this stage happens by default, there may be several scenarios with reference to (1) whether the credit was already used or (2) if a future issuance was scheduled - due to a structured delay in the workflow settings:
If the customer has not used the credit before, it will be fully canceled from their wallet balance.
If the customer has already used some or all of the credit on a different order, it will remain recorded as 'redeemed' in the wallet history, and Rise will not issue new credit even if the updated order is still partially eligible.
If the reward was scheduled as a delayed reward, the reward will still be issued on its original scheduled date.
* In these cases, you can manually adjust the wallet balance if needed.
Second stage: processing the workflow again to check the updated order's eligibility for a new reward
When an order is partially refunded, Rise re-evaluates the updated order and checks whether it still meets the workflow’s reward conditions. The system automatically runs the workflow again, but this time based on the updated order.
If the workflow is still active (not deleted or disabled) and the updated order total still meets its eligibility conditions, Rise will automatically issue a new store credit reward based on the new order amount.
After Rise processes the workflow using the updated order details, it will issue a new reward if the order is still eligible under the same conditions.
Example:
A workflow rewards 10% store credit on orders over $50.
The customer places a $100 order and receives $10 store credit.
Later, the order is refunded by $40.
The new total is $60, which still qualifies for a 10% reward.
Rise cancels the original $10 credit and issues a new $6 reward (10% of $60).
If the refund causes the order total to fall below the workflow’s eligibility threshold, the reward will be canceled and no new reward will be issued.
Important to note:
If the workflow was deactivated after the order but before the refund, Rise will still re-run it and issue a new reward if the conditions are met.
If the workflow was deleted, Rise will not re-run it, and no reward will be reissued.
While Rise’s reward cancellation logic is designed to cover a wide range of scenarios, there may be rare cases where the system does not behave exactly as expected due to changes in underlying processes or unique edge cases.
Have more questions or any product feedback?
Feel free to contact us at info@rise.ai or in the chat box