Refunds and cancellations
Process a refund or cancellation against the original Loyverse receipt. Perkstar reverses the applicable earning and restores redemption value supported by that correction. A cancellation is treated as a full correction, and the same update is safe to receive more than once. If Perkstar cannot safely match the correction to its original sale or determine the supported amount, it does not invent a points or money adjustment. Only the affected customer’s published balance is held at zero and a review issue appears on the Loyverse integration page while other receipts continue syncing.Troubleshooting
The card is not under Ready to connect
The card is not under Ready to connect
Use its Edit link under Needs changes. Confirm it is an active
individual Points card, earns automatically, uses flexible Points-to-Cash
with a positive minimum, displays a QR code and requires First name and
Email. Save the guided changes and return to Loyverse setup.
Scanning says Customer not found
Scanning says Customer not found
Confirm customer scanning is on, the customer joined the selected card, and
the device camera or external scanner is enabled. Check the integration page
for duplicate-email, customer-code or missing-details issues, correct the
record and choose Retry customer sync.
A paid sale did not earn points
A paid sale did not earn points
Confirm the correct customer was attached before payment, the connected card
is active, the receipt is paid and the POS is online. Check connection
status and the last recovery sync before retrying. Perkstar does not guess
the customer for an unattached receipt.
The customer has points but Balance is zero
The customer has points but Balance is zero
Flexible Points-to-Cash remains locked until the configured minimum is
reached. The Wallet card shows the points still needed. Also confirm till
redemption has finished activating.
A balance is too high or appears to earn twice
A balance is too high or appears to earn twice
Immediately open Loyverse Back Office → Settings → Loyalty, save 0%
and leave it there. Do not manually edit Loyverse points while Perkstar till
redemption is active. Record the receipt and contact Perkstar support.
A sale, refund or Wallet update is delayed
A sale, refund or Wallet update is delayed
Keep the POS online and allow the receipt to sync. Perkstar uses real-time
receipt notifications with a five-minute recovery path, and the Wallet
display can update shortly after the loyalty ledger. Check the dashboard
before repeating an action.
The page says Reconnect required
The page says Reconnect required
Stop redemption and reconnect the same Loyverse business only after checking
its balances and managed customer codes. If Loyverse access was revoked
first, manually clear any remaining Perkstar-published values before turning
redemption back on.
Frequently asked questions
Can a Stamp card be connected?
Can a Stamp card be connected?
No. Loyverse requires the complete scan, automatic earn and flexible
monetary redemption journey, so only compatible Points cards are available.
Can the customer redeem part of their balance?
Can the customer redeem part of their balance?
Yes. Once the card’s minimum has unlocked spending, staff can enter any
eligible amount up to the available balance and ticket limit. Perkstar
deducts the exact monetary point discount on the paid receipt.
Does Perkstar synchronise products or payments?
Does Perkstar synchronise products or payments?
No. Products, inventory, employees, taxes and payment information are not
synchronised. The integration exchanges only the business, customer,
receipt, refund, QR identifier and balance information required for loyalty.
Disconnect safely
1
Turn off customer card scanning
Open Perkstar → Settings → Integrations → Loyverse, choose Turn off
card scanning and wait until the managed customer scan codes are released.
2
Disconnect Loyverse in Perkstar
Choose Disconnect Loyverse. Perkstar keeps receipt reconciliation active
while it clears and verifies published balances. Resolve any displayed
refund review first.
3
Wait for Disconnected
Keep Loyverse authorised while clearing and verification finish.
4
Remove the app in Loyverse if wanted
Only after Perkstar reports Disconnected should you remove the app from
Loyverse Back Office.