Undoing and reversing.

Mistakes happen at a busy counter. A reward goes to the wrong person, or points get added twice. Reward Loyalty lets staff put these right on the spot, in a way that keeps the record honest.

Undoing a points award

Open the customer from Recent customers or by scanning their code. In the Customer overview, tap History on the loyalty card, then use Undo recent points.

The undo:

• Takes the points back out of the customer's spendable balance straight away.
• Stays on the record as a reversal entry. The original award is kept, so the history shows both the award and that you put it right.
• Rechecks the customer's tier when the reversed points had counted toward it. If they no longer qualify for a higher tier, they move back down.

What you can undo

You can undo your own most recent points award on a card, while those points are still unspent and unexpired. An undo always reverses the last thing you did, so it stays predictable: not a colleague's work, and not an older entry further down the history.

What you cannot undo

Some points are out of reach at the counter, by design:

• Points the customer has already spent. Once points have gone toward a reward, there is nothing loose to take back.
• Points that have expired. Expired points have already left the balance.

When an award cannot be undone, Undo recent points does not appear, so there is nothing to second-guess.

Stamps, vouchers, and passes

The same idea covers your other counter actions. Each reversal lives in that program's History:

• Stamps. Reverse a stamp you added from the stamp card's History. The stamp count drops back, and the reversal is logged. See Managing stamp transactions.
• Vouchers. Undo a redemption you made by mistake from the voucher's History. It restores the voucher's remaining count, reverses any bonus points, and is logged as an audited entry. See Redeeming vouchers.
• Prepaid passes. Reverse a pass use from the pass History, and the visit goes back onto the pass.

In every case the reversal is your own most recent action, the change to the balance or count happens straight away, and the original entry stays on the record.

When to ask a partner or admin

The counter undo is narrow by design: your own latest action, still unspent, still valid. Anything wider belongs with a partner or admin, who can see the full history and make the correction:

• Undoing a colleague's transaction, or an older entry.
• Adjusting points the customer has already spent.
• A correction that needs a manager's judgement or a note for the record.

This keeps everyday fixes fast at the counter, and leaves bigger corrections with the people who own the account.