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Cancelling Loyalty Members' Transactions

You can cancel different types of members' transactions. For example, you can cancel members' accrual or redemption transactions.

• If members mistakenly redeem points for a product they do not want, they can call the help desk to have the member service representative cancel the redemption. They must call before the redemption has been fulfilled.

If members change their minds and decide to earn points in a partner's loyalty program instead of in your loyalty program, they can call the help desk to have the member service representative cancel the accrual that they earned previously.

If a member cancels a redemption, some of the points may have expired since the member redeemed them. If so, these points will no longer be available if the redemption is cancelled. These points are added back to the member's account, but they are past their expiration date and cannot be used. It is necessary for these points to be expired, because otherwise members could perform transactions and then cancel them, in order to avoid point expiration dates.

You can also configure different cancel actions for members and different types of promotions depending on the data type of the attribute. Cancel actions include:

• Leave As Is. This action is available for all data types. If selected, the value of the attribute remains the same when a transaction is cancelled.
• Revert. This action is only available for string and number data types. If selected, the value of the attribute is reverted to the value before the canceled transaction was processed.
• Cancel Change. This action is only available for the number data type. If selected, the value after the transaction is cancelled depends on the following:
  • Addition. If the cancelled transaction added the attribute value, then the cancellation subtracts that same amount from the attribute value.
  • Subtraction. If the cancelled transaction subtracted the attribute value, then the cancellation adds the same amount to the attribute value.
  • Multiplication, division, or set values. If the cancelled transaction multiplied, divided, or set the attribute value, then the cancellation reverts the attribute value to the value prior to the cancellation transaction.

To set a cancel action for member attributes

1. Navigate to the Loyalty Program Administration screen.
2. Locate the program that the attribute will apply to and click its Program Id hyperlink.
3. Clear the program form's Active check box.
4. Click the Program Level Attributes view tab.
5. In the link bar of the Program Level Attributes view, click Member Attributes.
6. In the Cancel Action field, select a Cancel Action.
7. When you are finished creating all attributes for the program, select the program form's Active check box.

To set a cancel action for promotion attributes

1. Navigate to the Loyalty Program Administration screen.
2. Locate the program that the attribute will apply to and click its Program Id hyperlink.
3. Clear the program form's Active check box.
4. Click the Program Level Attributes view tab.
5. In the link bar of the Program Level Attributes view, click Promotion Specific Attributes.
6. In the Cancel Action field, select a Cancel Action.
7. When you are finished creating all attributes for the program, select the program form's Active check box.

To cancel a transaction

1. Navigate to the Loyalty Members screen.
2. In the Members list, select the member and click its Member # hyperlink.
3. Click the Transactions view tab.
4. In the Transactions list, use a query to find the transaction that the member wants to cancel.
5. With that transaction selected, click Cancel Transaction.

   The application creates a new redemption transaction which undoes the effect of the cancelled transaction. The Cancelled Transaction ID field of this new transaction displays the Transaction Id of the transaction that was cancelled.

6. In the record for the new redemption transaction, in the Status field, choose Acceptable (if your company does not require manager approval) or Submitted (if your company does not require manager approval) to process the new transaction.

   When you cancel a transaction, it debits points that are closest to expiration, as a standard redemption transaction does, but it also debits qualifying points and lifetime qualifying points.