Loyalty points deduction when a return is processed with a gift card

[dianabellom]

Hello CCO Community,

I want to know if Im missing out on any configuration, or if this is the way the system is supposed to work:

When using loyalty managament, customers earn points for their purchase, however whenever a return is proccessed and a gift card is issued for the customer to use later, the points that were earned in the purchase process are not taken away from the customer since the return transaction total endup being 0 (see image01). This does not happen when money is handled back to customer (see image02).

How can I handle points deduction for this type of transactions?

Thanks and best regards,

Diana.

[tschumann]

Hi Diana,

in order to remove the Loyaltypoints from the customer account when returning an item and to pay them out with a voucher/gift card, you have to create a Loyalty rule under the conditions. This look like this (I attached the picture of my configuration) salesItems.articleId Not equal Value (ID of your gift card)

Unfortunately, there is a bug when you return an item and at the same time create a voucher/gift card to pay out the customer. I would recommend to open a SAP Incident to the CCO Product Team.In order to currently solve the problem so that the Loyaltypoints are removed from the customer account, the return and the creation of a voucher/gift card must be separate in 2 work steps.

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Best RegardsTim