A refund does not take a balance below zero. Points earned on a refunded order are reversed so that a buy-then-refund cycle cannot be used to farm rewards, but if the customer had already spent those points, the reversal stops at zero and the transaction notes how many points were already spent. A negative balance comes from a manual adjustment instead.
Check these in order
Open the customer’s history
On Customers, open the customer and read the transaction history from the newest entry back.
Look at the refund line
A refund shows as “Points reversed: Refund”. If part of the points had been spent, it says “pts already spent” and only took the balance to zero.
Look for a manual removal
A Remove Points (Redeem) adjustment made on the Customers page is applied in full, so removing more points than the customer holds leaves the balance below zero.
How to fix it
If a manual removal was larger than intended, choose Adjust Points and add the difference back with Add Points (Earn). A balance at zero after a refund is intended, and it recovers naturally as the customer earns again.
If it still is not working
If the history does not explain the balance, send us the customer’s email through contact support.
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