Negative Loyalty Points

[BrOllie]

Hello,

 

One of my customers has ended up with negative loyalty points and I'd like to know how it happened and how to fix the issue.

 

This happened by the following steps :

• Customer creates an order, pays, and gets 399 loyalty points
  
• Customer converts loyalty points into voucher of 1.80 Euros leaving 0 loyalty points in balance
  
• Customer creates a second order, uses voucher as part payment and pays the difference which should give a balance of 65 points
  
• Customer requests by e-mail to cancel the order before products are shipped, payment is returned and the order is "Cancelled" in PS
  
• Customer now has a balance of -139 loyalty points (negative) with value -0.42 Euros (negative)
  

Firstly, does anyone know why the points are negative?

 

Secondly, how can the loyalty points be reset to zero?

 

Any help would be greatly appreciated!

[cjrent]

I've run into this problem as well.  I was unable to fix it.  The only thing I can think of is to go into the database and change the value in the table, but I am not comfortable with that since it opens the door to more odd behavior.

[shubbing]

I have an issue with this too! On top of the appearance of negative points, there's also the issue of the negative points being permanently in the customer's account.

 

E.g.

 

-Customer gains 10 points from order #1.

-Customer cancels order and 2 points is subtracted.

-Balance = 10-2=8.

 

-Customer then redeems 8 points. Logically speaking, balance should now be 0. But balance remains -2!

 

I'm guessing that it is because instead of a plus, minus, redeemed points are automatically reduced to 0. So after redeeming 8 points, points from order #1 'resets' and becomes zero and the calculation for the points balance becomes 0-2 = -2.

 

Also, while I understand the subtraction of points for returned goods, the points that are subtracted for cancelled orders seem unnecessary and may be offensive to customers.

 

Can anyone help? Thanks in advance.