Xoxoday Plum automatically processes refunds for cancelled or unfulfilled reward orders back to the original payment method, whether that is reward points, reward codes, or a credit card or bank account via payment gateway.
How refunds are triggered
Refunds on Xoxoday Plum are initiated when an order is cancelled before fulfilment or when a digital or physical reward fails to be delivered. Once a cancellation is confirmed, the refund is processed back to the original payment source without requiring manual intervention from your rewards administrator.Original payment method determines refund destination
Xoxoday Plum routes every refund to exactly the payment method used at the time of purchase. There are three primary scenarios: Reward points: If the order was funded from an employee’s reward points balance, the equivalent points are credited back to that balance immediately upon cancellation. Reward codes: Orders redeemed using a prepaid reward code are refunded back to that code, restoring its available value for future use. Credit card or bank account: For orders processed through a payment gateway using a credit card or bank transfer, the refund is returned to the originating account through the same gateway. Standard payment gateway processing times apply, which typically range from a few business days depending on the issuing institution. This ensures no value is lost in transit and your organisation’s reward budget accurately reflects every cancellation.Digital and physical rewards
For digital rewards—such as e-gift cards and vouchers distributed through integrations with tools like Slack or Microsoft Teams—Xoxoday Plum processes refunds as soon as the unfulfilled order is identified. Because digital fulfilment is near-instant, the cancellation window is typically resolved before the voucher reaches an end recipient. For physical rewards, the cancellation and refund process applies to orders that have not yet entered the dispatch phase. Once a physical reward has been handed off to a fulfilment partner, cancellation eligibility depends on the shipment status at that point.A practical example
Consider a quarterly incentive programme where your organisation issues rewards through an HRIS integration such as SAP SuccessFactors or Darwinbox. If a reward is allocated to an employee who has since left the organisation, the administrator can cancel the unfulfilled order directly from the Xoxoday Plum dashboard. The reward value—whether drawn from a points pool or a prepaid code—is returned to the programme budget immediately, ready for reallocation to the next qualifying recipient.What administrators can expect
Xoxoday Plum gives rewards administrators full visibility into cancellation and refund status from a single dashboard view. Points and reward code restorations are reflected instantly. Payment gateway refunds display a pending status until the issuing bank confirms receipt, keeping your reconciliation records clean throughout the cycle. There is no manual adjustment required on the administrator side—Xoxoday Plum handles the reversal logic automatically once a cancellation is submitted.Learn more: [Xoxoday Plum Help Centre — Refunds and return](
How reward points are managed and credited
Understand how Xoxoday Plum allocates, holds, and restores reward points balances across your programme.
Supported payment methods for reward orders
See which payment methods Xoxoday Plum accepts when funding reward orders, including gateway and prepaid options.