What happens to loyalty stamps when a booking is cancelled and refunded in Rekaz?

Cancelling the appointment alone does not remove its purchase stamp when the payment remains unrefunded. A partial refund does not reverse the order’s purchase stamps while a paid balance remains. Once the full paid amount for the order has been refunded, its purchase stamps are reversed in loyalty history. Check the actual refund status as well as the Cancelled reservation status.

In the example, a 50 SAR booking earned one stamp. Cancelling the appointment with Refund Amount off kept the stamp. Refunding 10 SAR left 40 SAR paid and kept the stamp. Refunding the remaining 40 brought total refunds to 50 SAR and loyalty back to zero. The following procedure checks that completed result without submitting another refund.

Before you start

Open the customer whose booking was cancelled and identify the associated order.

• You need access to the customer, reservations, orders and loyalty records. Match the customer, reservation number, date and service before opening its order.

• This article covers purchase stamps in a stamp program. Do not automatically apply the same rule to a points program or rewards for other actions; check the transaction type and source in loyalty history.

• Reservation, order and invoice numbers identify different records. The example uses reservation 18520256 and order 1522551. Match loyalty entries using the order number.

1. Verify the reservation status

Under Customers, open the customer profile. In Reservations, match the reservation number and date, then select View. On Reservation Information, check Reservation Status. The example shows reservation 18520256 as Cancelled; this describes the appointment only.

2. Open the order and review the amounts

Close the reservation window and open the amount link in the Order column of the same row. On Order details, check the order status and the Payment section: Paid Amount and Refunded Amount. Example order 1522551 is Refunded, with zero paid and 50 SAR refunded.

3. Confirm the refunds are processed

Open Refunds. Match each amount, Refund Method and Refund Date, and check for Processed. The example has two entries: 10 and 40 SAR, totalling 50 SAR.

4. Open the loyalty balance

Return to Order details and open the customer profile using their name. Under Loyalty Program, select View and check Stamps Progress. The example shows zero of four after the full refund; this balance alone does not identify which order caused the change.

5. Match the reversal to the purchase

Scroll to Activity History. Find Earned from purchase and Refund linked to the same order number. Example order 1522551 has +1 at purchase and −1 after refund. Keep entries for other orders separate when checking this booking.

Result

You distinguish cancelling the appointment from returning its payment, and match the stamp reversal to the purchase order and completed refunds.

In Edit Reservation Status, Refund Amount is separate from the Cancelled status. When it is off, saving the cancellation does not submit the refund. The customer notification option is also separate from returning the payment.

A partial refund differs from refunding the full paid amount. In the example, refunding 10 of 50 SAR kept the stamp; refunding the remaining 40 reversed it. Check completed transactions and their total, especially for orders paid in several instalments.

An order can contain several bookings or services. Refunding one item is not a full order refund if a paid balance remains. Do not assume all purchase stamps for that order have been reversed.

Refunds may go through processing before completion. Open Refunds and check that the relevant entries say Processed. Do not submit a duplicate refund simply because a balance has not updated immediately.

A refunded order can still show its original price. Remaining Amount may also show that price after Paid Amount returns to zero. Read Refunded status, Refunded Amount and the transaction history together; that remaining figure alone is not an instruction to collect a new payment.

The reversal follows the purchase stamps originally earned by the order. It is not equal to the refund amount and is not always one stamp. Earning depends on the program settings, eligible services and space on the loyalty card at purchase time.

If the order earned no purchase stamp, do not expect a purchase-stamp reversal. Examples include a booking covered by a package visit without a new purchase, or a free line. Check the source of any other stamp in the history.

The current card balance combines several transactions. Match Earned from purchase and Refund using the order number. The example has +1 then −1 for order 1522551, alongside older entries for a different order.

If a loyalty reward was already used, or manual adjustments or other transactions occurred between purchase and refund, review Rewards History and Activity History before changing stamps. Do not assume a money refund cancels an already used reward or requires an additional manual deduction.

If the full paid amount has been refunded and the expected reversal is missing, keep the order number, refund transaction identifiers and times, and contact Rekaz support. Match the history before repeating a refund or manually deducting stamps.