How balances change
What refunds and starting balances do to a customer’s points, and where to see why a balance changed.
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Refunds
EarnKit adjusts the purchase points associated with qualifying refunds on orders that earned them.
Starting balances
You can give customers starting points for past purchases by uploading their spending, or bring over available balances from another loyalty app. Each import is reviewed before points are added. Starting balances are separate credits and are not automatically linked to individual past orders.
Add starting balances early. Include them before customers begin earning where possible; customers with existing EarnKit points activity may need an individual adjustment instead. Moving the same number of points does not automatically preserve their old reward value, so check your new rewards too.
Why a balance changed
Each customer’s history shows the purchases, rewards, refunds and adjustments behind their balance, so a points question has a clear answer.
See Refunds, cancellations and order edits and Adjust a customer’s points.