Find out how to manage negative points and settle negative balances.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and Developer Editions with Loyalty Management - Growth or Loyalty Management - Advanced |
What Happens When a Transaction Journal is Processed?
The Debit Points action in a loyalty program process or flow deducts points from a member's balance when the action processes transaction journals. A negative adjustment is made if the member doesn’t have sufficient balance, and if the value doesn’t exceed the negative limit of the member’s tier. Members can continue to redeem points up to their tier's negative limit.
How are Negative Points Settled?
When a member has a negative points balance, the date that the balance first went negative is updated in the Redemption Settlement Pending From Date Time field in the Loyalty Member Currency object. When a subsequent accrual transaction occurs, the newly credited points are used to adjust the negative balance. The Redemption Settlement Pending From Date Time field is updated with the date of the accrual transaction.
What Happens When Accruals Are Canceled?
When accruals are canceled, the points that members receive for the transaction are debited from their balance. If the member doesn’t have sufficient balance, the program processes the cancellation and the member’s balance becomes negative after the cancellation. However, if the negative balance exceeds the negative limit of the member’s tier, the accrual cancellation fails.
What Happens When Redemptions Are Canceled?
When a member cancels a redemption, the redeemed points are credited to them. If the member has a negative balance, the program first adjusts the balance and then credits the remaining points. The newly credited points have the same expiry date as at the time of redemption. If a member with a point balance of 0 makes a redemption and then cancels it, the points don’t have an expiry date.
On March 24, 2024, Adria returns the shoe care kit that she purchased. The transaction is associated with 3000 points. Her current balance is -500. After the redemption cancellation, her balance is updated to 2500 points. The Redemption Settlement Pending From Date Time field is updated to March 24, 2024.
Of the 2500, 2000 points expire on March 3, 2024 (based on her first transaction). The remaining 500 points expire based on the expiry model defined for the currency.
How Are Tiers Reset When Members Have a Negative Balance?
Members’ tiers are reset as part of the tier assessment process. If a member has a negative points balance at the time of reset, the member’s point balance remains the same even if it exceeds the limit of the new tier. All subsequent accrual transactions are used to settle the negative balance. After the negative balance is settled, the new tier’s limit applies.
How Are Points Adjustments Managed When Members Have a Negative Balance?
Service agents and loyalty program managers can manually adjust a member’s points by using the Adjust Points action. If a member has a negative balance, a credit adjustment reduces the negative balance. A debit adjustment is allowed only if it doesn’t exceed the negative limit. The Redemption Settlement Pending From Date Time field is updated with the date of the adjustment.