Lightspeed Retail (R-Series): How are loyalty points automatically removed for returned items?

Set when loyalty points are removed in Lightspeed Retail (R-Series) based on an order’s payment status.

March 24, 2026

For Lightspeed Retail R-Series merchants (Formerly known as Lightspeed Retail)

Here are a few key things to know about automatically removing loyalty points for orders in Lightspeed Retail (R-Series) POS:

If an order is cancelled or returned, points are automatically removed when the payment status is Refunded
You can customise when points are removed under:
Settings > Loyalty > Points Program

⚠️ Important: These settings apply to Lightspeed Retail (R-Series) across both iOS and desktop

⚠️ Important: By default, points are removed if the payment status is Refunded.

2. Under Lightspeed Retail R-Series > Order Rewarding, click Cancel Points when Payment Status is one of:

3. Choose how you want points to be handled:

Option 1 – Keep “Refunded” status (default)
→ Customers’ points will be removed when an order is refunded
Option 2 – Remove “Refunded” status
→ Customers will keep their points even if the order is refunded

💡Tip: Adjust this setting to match your business rules.

4. Click Save

1. In your Lightspeed Retail R-Series admin, go to Sales

2. Under Recent Activity, click Sales History

3. Search for the order using:

4. Open the order and check the Payment Status. Compare this with your Marsello settings to confirm whether points should be removed.

When a customer returns an order or a sale is cancelled, the updated payment status syncs automatically to Marsello
If the payment status matches your point removal settings, loyalty points are automatically removed from the customer’s profile

Q. How long does it take for points to be removed?

A. Points are typically removed automatically after the order syncs from Lightspeed to Marsello.

If there is a delay, allow a few minutes and refresh your Marsello admin.

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