Does anyone know if it is possible to remove the Reward/Loyalty Points the customer earns from an order if they ask for the order to be refunded/cancelled after the purchase ?
This is indeed a pain. Rewards points are fine until you need to make manual changes and then things get hard.
You should be able to take the original order back to Hold, override the points to zero, and then dispatch again. This can break things sometimes, Neto is weirdly unpredictable when changing rewards. My only suggestion is to keep screwing around until it works!
As an ugly, last-resort workaround you can create a dummy order (for a misc product code or similar) and pay it using rewards points.
Hi Erik, thanks for this. When you say override the points to zero how exactly have you done this ? I have zero'd out an item on an order and the rewards points earned are still there and available for use. Thanks for your help!
I've checked with our operations team and that is indeed a problem. It's basically a bug in Neto - you usually can't override the points once the order has been dispatched. You should try "Mark as New" and then overriding the points, but I'm pretty sure that doesn't worth either.
Rewards points are a super old part of Neto that hasn't been looked at in a decade, so it's a little broken and doesn't work well with the rest of the system. They shouldn't really be advertising it as a major feature of the platform.
