> 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/spending-store-credit-and-rewards/refunds-cancellations-and-order-edits.md).

# Refunds, cancellations & order edits

{% hint style="info" %}
**Plan:** order edit tracking is plan-gated. If you don't see the setting, check your plan on **DollarBack admin → Plans**.
{% endhint %}

{% embed url="<https://dollarlabs.neetorecord.com/watch/9a9512d83de31e4c56e4>" %}

Orders change after they're placed: items are added, refunds are issued, whole orders are cancelled. This page explains how DollarBack keeps earned cashback in sync when that happens, and what does (and doesn't) happen to credit a customer already spent.

## Turn on order edit tracking

Reconciliation is off by default. To enable it:

1. Open **DollarBack admin → Settings** and find the **Advanced** section.
2. Turn on **Enable order edit tracking**; it recalculates cashback automatically when orders are edited, refunded, or cancelled.
3. Save.

With the setting off, cashback stays whatever it was when the order first triggered; refunds and edits won't touch it.

## How reconciliation works: the diff

When a tracked order changes, DollarBack recalculates what the cashback *should now be* and compares it to what was already awarded. Only the difference moves:

| The order...                           | Diff            | What happens                                            |
| -------------------------------------- | --------------- | ------------------------------------------------------- |
| Grows (item added, upsell edit)        | Positive        | The extra cashback is issued as new pending credit      |
| Shrinks (partial refund, item removed) | Negative        | The difference is clawed back (see order below)         |
| Is cancelled / fully refunded          | Negative (full) | The order's entire cashback is clawed back the same way |

For a negative diff, the clawback runs in a fixed order:

1. **Pending credit for that configuration is offset first.** If the cashback was still in its holding period, the pending amount is reduced before anything else.
2. **Then the live balance is debited** for whatever remains, which can take a balance to zero if the customer already had less than the clawback.
3. **Any shortfall becomes owed credit.** A balance can't go below zero, so if the customer had already spent the credit, the rest is recorded as an amount they owe and is automatically deducted from their future cashback until it's paid down. You can see, adjust, or clear this on the **Store credit owed** card on their customer page in Shopify admin; see [Admin blocks on the customer & order pages](/dollarback-store-credit/analytics-data-and-account/admin-blocks-customer-and-order-pages.md).

Every movement lands in the credit log, so you can trace exactly what was issued and clawed back per order; see [Credit logs & scheduled rewards](/dollarback-store-credit/analytics-data-and-account/credit-logs-and-scheduled-rewards.md).

## Two rules that never bend

* **Credited entries are an immutable audit trail.** DollarBack never rewrites a past credit entry; corrections always appear as new debit or credit entries. Your log is a complete history, not a running total that gets edited in place.
* **Tier multipliers are snapshotted per order.** The multiplier in effect when the order earned cashback is stored with it and reused for any later recalculation. Changing your tier setup later never retroactively changes past orders' cashback, in either direction.

## What happens to credit the customer spent

{% hint style="warning" %}
Redeemed reward codes are **not** automatically refunded. If a customer spent credit to claim a marketplace reward and the order they used the code on is cancelled, the credit cost stays deducted. Restoring it is a manual support action. Contact support with the customer and redemption details.
{% endhint %}

Store credit applied directly as payment at checkout follows Shopify's standard refund flow, like any other payment method on the order.

## Verify it works

1. With order edit tracking on, place a test order that earns cashback and confirm the credit in the log.
2. Refund part of the order. The log should show a clawback debit for the difference (offsetting pending credit first if the holding period was active).
3. Edit another test order to add an item. The log should show an incremental pending credit for the increase.

## Common issues

* Cashback didn't adjust after a refund: order edit tracking was probably off when the refund happened; see [A customer didn't receive cashback](/dollarback-store-credit/troubleshooting-and-faq/customer-didnt-receive-cashback.md) for the wider decision tree.
* A clawback looks smaller than expected: check whether part of it was absorbed by pending credit before the balance was touched.
* A customer wants credit back for an unused reward code: that's the manual-refund case above; contact support.

## Related articles

* [When credit is issued](/dollarback-store-credit/earning-cashback-programs/when-credit-is-issued.md)
* [How cashback is calculated](/dollarback-store-credit/earning-cashback-programs/how-cashback-is-calculated.md)
* [Set up the reward marketplace](/dollarback-store-credit/spending-store-credit-and-rewards/set-up-the-reward-marketplace.md)
* [Credit logs & scheduled rewards](/dollarback-store-credit/analytics-data-and-account/credit-logs-and-scheduled-rewards.md)