There are scenarios where issued vouchers must be canceled. For example, vouchers that are issued after members place an order must be revoked if members cancel or return their order. In other scenarios, duplicate vouchers or incorrectly issued vouchers must be canceled.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and Developer Editions with Loyalty Management |
Cancel Vouchers from the Loyalty Management App
In a few scenarios, service reps and loyalty program managers must cancel vouchers individually.
| Business Scenario | How to Cancel a Voucher |
|---|---|
| A voucher that’s issued for an order has to be canceled because the order is canceled or returned | From the Vouchers related list of the transaction journal that the voucher was issued for, open the voucher. Change the status of the voucher to Canceled. |
| A voucher is incorrectly issued for an order that isn’t eligible for a voucher | |
| A duplicate voucher is issued to a member | From the Vouchers related list of the loyalty program member, open the voucher. Change the status of the voucher to Canceled. |
| A member informs the service rep that a voucher was incorrectly issued to them |
Cancel Vouchers from Externally Managed Systems
The action that issues a voucher is often managed outside Salesforce. If the action that issued the voucher is reversed or isn't completed, the issued voucher must be canceled. In this case, program managers can use the Cancel Voucher process template to create a process that cancels issued vouchers. After program managers activate a process that's created using the template, system integrators can integrate the process with external systems by using a business API.
The Cancel Voucher process template includes one rule, which consists of the Cancel Voucher step. After the process is activated, the external system must execute the Loyalty Program Process business API with the Salesforce record ID of the voucher that must be canceled. The API executes the process and automatically moves the voucher to the canceled status. To learn more about how to execute the API for processes created by cloning the Cancel Voucher template, see Cancel a Voucher.