--- schema_version: "1" id: 5d47329d4765d05e224bbef2f5a56056041ac1efe6f81b8fa4e6f8cc50f10f9f title: How Negative Points Work collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/xcloud/264-0-0/loyalty_negative_points_understand.md canonical_url: https://help.salesforce.com/s/articleView?id=xcloud.loyalty_negative_points_understand.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 36dec90bc1a76ea2e8dc56edcc4f8e26ad0ed8d011f220a9cbc6dd254912efaa description: Find out how to manage negative points and settle negative balances. products: - Loyalty Management release: "264" --- # How Negative Points Work 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. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-xcloud-loyalty_management-264-0-0-production-enus/0590ce3e-5a09-45ab-8e5e-68f359c35886/images/icon_example.png) Example Adria Darby, a new Cloud Kicks Inner Circle member, belongs to the Silver tier. On March 3, 2024, she purchases a pair of shoes for which she receives 2000 points, which brings her balance to 2000 points. Later, she finds a shoe care kit that’s available for 3000 points. On March 6, 2024, Adria redeems her points for the kit. To process this transaction the program needs 3000 points. The program debits 3000 points, which brings Adria’s point balance to -1000. ## 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. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-xcloud-loyalty_management-264-0-0-production-enus/0590ce3e-5a09-45ab-8e5e-68f359c35886/images/icon_example.png) Example As of March 6, 2024, Adria Darby’s balance is -1000. On March 15, 2024, she purchases a pair of socks and accrues 500 points. Her updated points balance is -500, and the Redemption Settlement Pending From Date Time field is updated to March 15, 2024. ## 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. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-xcloud-loyalty_management-264-0-0-production-enus/0590ce3e-5a09-45ab-8e5e-68f359c35886/images/icon_example.png) Example Adria wants to return the shoes that she purchased on March 3, 2024. Her current point balance is -500. To return the shoes, the program must debit 2000 points. As a silver tier member, her negative balance can’t be less than -1000. Because she doesn’t have sufficient balance, and it exceeds the negative threshold, the transaction can’t be canceled. ## 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. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-xcloud-loyalty_management-264-0-0-production-enus/0590ce3e-5a09-45ab-8e5e-68f359c35886/images/icon_example.png) Example 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.