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

Before you get started

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

When are customers’ loyalty points removed?

⚠️ 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