Xoxoday Loyalife supports chargebacks and points reversals through automated workflows, ensuring member balances remain accurate whenever a refund, cancellation, or invalid transaction is detected.
How Reversal Workflows Operate
When a chargeback or refund event is triggered — from your order management system, payment gateway, or a connected platform such as SAP SuccessFactors or Workday — Xoxoday Loyalife evaluates the transaction against your configured reversal rules. These rules define the conditions under which points are deducted, whether the deduction is full or partial, and whether the reversal applies retroactively to points that have already been posted. If the original points have already been credited to a member’s account, the reversal workflow deducts exactly the points earned from that transaction. If the member’s current balance is insufficient to cover the deduction, Xoxoday Loyalife can move the balance into a negative state or hold the adjustment pending a future credit, depending on your programme configuration.A Practical Example
Consider a scenario where a member earns 500 points for a purchase processed through your e-commerce integration. The customer subsequently requests a full refund. Once the refund event reaches Xoxoday Loyalife — via API or a pre-built connector — the reversal workflow fires automatically and deducts 500 points from the member’s balance. The adjustment appears in the member’s transaction history alongside a clear reversal reference, maintaining trust and transparency with the end user.Audit Trail and Compliance
Every chargeback, reversal, and balance adjustment is recorded in the Xoxoday Loyalife audit trail. Each entry captures the original transaction ID, the reversal event, the points deducted, the timestamp, and the rule that triggered the action. This transparency supports internal audit requirements and aligns with compliance frameworks such as ISO 27001 and SOC 2 Type II. Administrators can review reversal history at the individual member level or across the entire programme through the admin dashboard, with exportable reports available for reconciliation purposes.Configuring Reversal Rules
Reversal rule configuration is managed within the Xoxoday Loyalife admin console under the Earning Rules section. Administrators can define separate rules for full refunds, partial refunds, and cancellations — including grace periods and exclusion conditions. No custom development is required for standard reversal scenarios. Learn more: [Xoxoday Loyalife Help Centre — General](Configuring Earning and Reversal Rules
Set up the rules that govern how points are awarded and automatically reversed on refund or cancellation events.
Audit Trail and Compliance Reporting
Understand how Xoxoday Loyalife logs every points adjustment for transparency, reconciliation, and compliance audits.