Understanding the Points Calculation Rules for Successful Orders
Member System awards points based on the customer's actual paid amount, rather than the order total amount. Understanding how points are calculated can help you confidently configure your points rules and accurately explain how points are earned to customers.
This article explains how points are calculated under the successful order rule, which amounts are included or excluded from the calculation, and how refunds, order edits, and order cancellations affect point issuance or deductions.
| Note: This article only explains the points calculation logic for the successful order rule. For instructions on configuring points rules, please refer to the "Setting Up and Managing Your Member Points Program" guide。 |
Points Calculation Method
After a customer successfully places an order, Member System calculates points according to the successful order points rule configured for the customer’s membership tier, using the following formula:
Points earned = Eligible amount ÷ Spending amount (x) × Point value (y)
Terms and Definitions
| Term | Definition |
| Eligible amount | The customer’s actual paid amount after excluding non-eligible items or payment methods (see the next section for details). |
| Spending amount (x) and Point value (y) | The values configured in the customer’s current membership tier points rule, such as "Earn 10 points for every $3 spent". |
| Rounding rule | Calculation results are always rounded down. Decimal values are discarded directly. For example, if the result is 29.8, the customer receives 29 points. |
Example
Points rule: Earn 10 points for every $3 spent.
- If a customer pays $8.80: 8.80 ÷ 3 × 10 = 29.333... → 29 points issued
- If the same order also qualifies for a 1.5x points campaign: 8.80 ÷ 3 × 10 × 1.5 = 44 → 44 points issued. (The multiplier is applied before rounding, and the final result is rounded down once.)
| Note: Each points earning rule can be configured separately for Online Store and POS, allowing different points ratios for different sales channels. |
Amounts Included and Excluded from the Calculation
Eligible amounts are calculated based on the customer’s actual paid amount. The following items are always excluded from the calculation:
- Discounts: Includes promotional discounts and custom discounts
- Shipping fees: Order delivery charges
- Duties: Taxes or duties generated from cross-border orders
- Tips: Additional gratuity amounts paid by customers
Tax Settings
Whether product tax and shipping tax are included in the calculation depends on your tax settings under Settings > Taxes and fees > Tax collection method:
- If All prices include tax is selected: Product tax and shipping tax are included in the calculation.
- If All prices include tax is not selected: Product tax and shipping tax are excluded from the calculation.
Configurable Excluded Items
When configuring the successful order points earning rule, you can also choose to exclude the following amounts:
- Gift card product amount: The purchase amount of gift card products in the order
- Paid membership product amount: The purchase amount of products linked to paid membership tiers (Paid / Dual-tier Membership)
- Gift card payment amount: Amount paid using gift cards
- Store credit payment amount: Amount paid using store credit
| Note: The exclusion options above are only available under the successful order rule at Member System > Points > Earn points > Successful orders. Other types of points earning rules do not include these exclusion options. |
How Refunds Affect Points
When a refund occurs, Member System automatically adjusts points. The adjustment method depends on whether the refund occurs before or after points are issued.
Refund Before Points Are Issued
If a refund is completed before points are issued, the system recalculates the eligible amount based on the updated order amount and issues points according to the adjusted amount.
Calculation Formula: Current maximum refundable amount ÷ Order total amount × [Eligible amount before refund ÷ Spending amount (x) × Point value (y)]
Example: A customer places an order for $120, including $20 shipping fees. A $30 refund is issued before points are awarded.
In this example:
- Order total amount: $120
- Shipping fee: $20 (excluded from points calculation)
- Eligible amount before refund: $100
- Points rule: Earn 1 point for every $1 spent
- Refund amount before points issuance: $30
The system recalculates points as follows: Current maximum refundable amount $90 ÷ Order total amount $120 × (Eligible amount before refund $100 ÷ Spending amount $1 × Point value 1) = 75
As a result, the system issues 75 points.
Partial Refund After Points Are Issued
If a partial refund occurs after points have already been issued, the system deducts points proportionally based on the refund scenario.
|
Scenario 1: Refund Before Points Issuance, Then Another Refund After Points Issuance | |
| Description | If an order has already received a partial refund before points issuance, and another refund occurs after points are issued, the system recalculates the points deduction based on the maximum refundable amount before the latest refund. |
| Deduction Formula | (Current refund amount ÷ Maximum refundable amount before current refund) × Current remaining points for the order |
| Example |
A customer originally places a $120 order, including $20 shipping fees. A $30 refund occurs before points issuance, so the system ultimately issues 75 points. Later, the customer requests another $20 refund. In this example:
The system deducts points as follows: Current refund amount $20 ÷ Maximum refundable amount before current refund $90 × Current remaining points for the order 75 = 16.67 As a result, the system deducts 16.67 points. |
|
Scenario 2: No Refund Before Points Issuance, Refund After Points Issuance (Without Returning Products) | |
| Description | If no refund occurs before points issuance, and a refund is issued after points are awarded without any product return, the system deducts points proportionally based on the total refund amount. |
| Deduction Formula | Total refund amount ÷ Order total amount × Points originally issued for the order |
| Example |
A customer pays $100 and receives 100 points. Later, the customer requests a $30 refund without returning any products. The system deducts points as follows: Total refund amount $30 ÷ Order total amount $100 × Points originally issued for the order 100 = 30 As a result, the system deducts 30 points. |
|
Scenario 3: No Refund Before Points Issuance, Refund After Points Issuance (With Product Return) | |
| Description | If no refund occurs before points issuance, and products are returned after points are awarded, the system deducts points proportionally based on the refunded line item amount. |
| Deduction Formula | Refunded line item amount ÷ Order total amount × Points originally issued for the order |
| Example |
A customer pays $200 and receives 200 points. Later, the customer returns products worth $50. The system deducts points as follows: Refunded line item amount $50 ÷ Order total amount $200 × Points originally issued for the order 200 = 50 As a result, the system deducts 50 points. Note: Refunded line item amounts exclude non-points-eligible amounts allocated to the product line, such as discounts, shipping fees, duties, and tips. |
Full Refund After Points Are Issued
All points issued for the order will be deducted from the customer’s account. If the customer’s current balance is insufficient, the system deducts points down to 0 only; point balances will never become negative.
| Note: If the customer used Cash back as a payment method and later requests a full refund, the redeemed points will be returned to the customer’s account. Redeemed points are currently not returned for partial refund scenarios. |
How Order Edits and Cancellations Affect Points
Order Edits
If an order is edited before points are issued — such as modifying the total amount, adding or removing products, or assigning a different customer — the system automatically recalculates points based on the updated actual paid amount.
Example: A customer places an order for $80. Before points are issued, you add another product worth $20 to the order, updating the order total to $100.
The system recalculates and issues points based on the final paid amount of $100.
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Note: If an order is edited after points have already been issued, the system recalculates the points and adjusts the balance accordingly:
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Order Cancellation
Order cancellations are handled the same way as full refunds. All points issued for the order are deducted from the customer’s account. If the order used Cash back, the redeemed points are also returned to the customer’s account.
Order Deletion
Deleting an order does not trigger any points adjustment.
- Points already issued for the order remain in the customer’s account.
- Points previously redeemed through Cash back for the order are not returned to the customer’s account.
Important Notes About Points Calculation
- Rounding: Points are always rounded down. Decimal values are discarded directly without rounding to the nearest whole number.
- Points multiplier campaigns: Multipliers (such as 1.5x points) are applied before rounding, and the final result is rounded down once.
- Minimum points balance: Point deductions will never reduce a customer’s balance below 0.
- Partial refunds for orders using Cash back: If a customer used Cash back and later requests a partial refund, the redeemed points will not be returned. Points are only returned for full refunds.
- Multiple partial refunds: The total deducted points across multiple partial refunds for the same order cannot exceed the number of points originally issued for that order.
- Configurable exclusion items: Options to exclude gift card payment amounts, store credit payment amounts, gift card product amounts, and paid membership product amounts are only available under the Successful order rule.