Why were my loyalty points reversed?Updated 2 days ago
TL;DR: If your points show as “reversed”, it’s usually due to either a system adjustment when your loyalty account was activated, or points that have reached their expiry date.
Why do points show as “reversed”?
Seeing “reversed” in your loyalty activity can look concerning, but in most cases it does not mean an error has occurred.
1. Account activation adjustment
When you first join the loyalty program, the system may create an internal balancing entry on the same day your points journey begins. This can appear in your transaction history as a “reversal”.
It’s a backend adjustment rather than a deduction caused by a purchase or return.
2. Points expiry
Loyalty points may also be reversed when they reach their expiry date. Expired points are automatically removed from your balance and recorded in your activity log as a reversal.
How can I check what happened?
To understand the specific reason:
- Check the date of the reversal.
- Compare it to your loyalty enrollment date.
- Review whether any points were nearing expiry.
If you’re still unsure, our support team can investigate the exact transaction for you.