Cancel an Accrual Transaction

You can cancel an accrual transaction for various reasons such as a product return, an order cancellation, and when a member requests to cancel an accrual. After you reverse an accrual transaction, the points that were credited to the member for the transaction are debited from the member’s points balance.

Required Editions

Available in: Lightning Experience in Enterprise, Performance, Developer, and Unlimited Editions that have Loyalty Management enabled.

Important Before admins set up automated processes to cancel transactions or service reps start managing customer queries related to transaction cancellation, make sure these prerequisites are available in the org. See Prerequisites for Managing Member Transactions.

You can only cancel the transaction journals whose status is Processed and that have Loyalty Ledger records associated with it. If you either delete or archive Loyalty Ledger records, you can't reverse the associated transaction journals.

Select a Loyalty Program.
On the Setup tab, click Transaction Journals.
Select a transaction journal with accrued points that you want to cancel, and then click Reverse Transaction.
Select the category to reverse the transactions.

Note The default category is Product Returned, Order Canceled, and Accrual Cancellation Requested by Member. However, you can add new values to the category to cancel the transactions.
Enter any comments for this accrual cancellation.
Click Reverse Journal.

After the transaction is reversed, an Accrual Reversal type transaction journal is created. The Accrual Reversal type transaction journal debits the points that were credited to the member by the reversed transaction. After the points are debited, the member’s points balance is automatically updated.