> For the complete documentation index, see [llms.txt](https://help.dollarlabs.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.dollarlabs.io/dollarback-store-credit/earning-cashback-programs/when-credit-is-issued.md).

# When credit is issued

{% embed url="<https://dollarlabs.neetorecord.com/watch/0ce8902f064b34906b10>" %}

*This article's section starts at 4:26 in the video.*

Cashback has two clocks: the **trigger** (which order event starts the credit) and the **holding period** (how long the credit stays pending before the customer can spend it). This page explains both, and what happens to pending credit when orders change.

## The trigger: which order event pays

**DollarBack admin → Settings → Trigger & Timing → Give cashback when** offers three options:

| Option              | Credit is calculated and issued when… | Choose it when                                                                                  |
| ------------------- | ------------------------------------- | ----------------------------------------------------------------------------------------------- |
| **Order Created**   | The order is placed                   | You want instant gratification: credit appears while the thank-you page is still open (default) |
| **Order Paid**      | Payment is captured                   | You use manual capture or want to avoid crediting unpaid orders                                 |
| **Order Fulfilled** | The order is shipped/fulfilled        | You want credit only after goods actually leave, for the fewest clawbacks                       |

The trigger is global: it applies to all purchase programs at once.

## The holding period: pending before spendable

**Holding period** (same settings section) delays the credit by **0–365 days**:

* **0 days (default)**: credit is spendable immediately on trigger.
* **1–365 days**: the credit is issued in a **pending** state and released automatically when the period ends.

While pending:

* The customer sees the pending amount in the widget and account (marked as pending, not spendable).
* You see it in **DollarBack admin → Analytics → Scheduled Rewards**, alongside birthday and other delayed credits.
* It cannot be spent at checkout.

{% hint style="info" %}
A holding period roughly matching your return window (e.g. 14–30 days) means refunded orders usually cancel out *before* the customer could spend the credit. That's the cleanest refund story.
{% endhint %}

## What cancels or changes pending credit

When an order is refunded, cancelled, or edited (with order edit tracking enabled, a plan-gated setting under **Settings → Advanced**), DollarBack recalculates the order's cashback and reconciles **as a diff**:

* **Order value went up** (item added) → the difference is issued as additional pending credit.
* **Order value went down** (refund, item removed) → the difference is offset **against pending credit for that program first**; only what's left is debited from the customer's live balance.
* Entries already credited are never rewritten; the log keeps the original credit and shows the adjustment as its own row, so history stays auditable.

Full scenarios (partial refunds, full cancellations, spent-credit cases): [Refunds, cancellations & order edits](/dollarback-store-credit/spending-store-credit-and-rewards/refunds-cancellations-and-order-edits.md).

## Verify it works

1. Set a short holding period (e.g. 1 day) and place a test order that qualifies.
2. Confirm the credit shows as **pending** in the widget and appears in **Analytics → Scheduled Rewards**.
3. Refund the test order and watch the pending entry offset instead of a balance debit.
4. Set the holding period back to your production value.

## Common issues

* "Credit hasn't appeared": with **Order Paid** or **Order Fulfilled**, nothing is issued until that event actually happens; check the order's payment/fulfillment status first, then [A customer didn't receive cashback](/dollarback-store-credit/troubleshooting-and-faq/customer-didnt-receive-cashback.md).
* "Customer says credit vanished": a refund likely offset it; find the row in **Analytics → Activity**, under the **Clawbacks** view.
* "Credit shows but can't be spent": it's pending; the release date follows the holding period. Also see [Store credit isn't available at checkout](/dollarback-store-credit/troubleshooting-and-faq/store-credit-isnt-available-at-checkout.md).

## Related articles

* [Trigger & Timing settings](/dollarback-store-credit/settings/trigger-and-timing.md)
* [How cashback is calculated](/dollarback-store-credit/earning-cashback-programs/how-cashback-is-calculated.md)
* [Refunds, cancellations & order edits](/dollarback-store-credit/spending-store-credit-and-rewards/refunds-cancellations-and-order-edits.md)
* [Credit logs & scheduled rewards](/dollarback-store-credit/analytics-data-and-account/credit-logs-and-scheduled-rewards.md)