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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. A refund against a sale created before the Step 2 migration snapshot does not automatically adjust Perkstar points. Historical purchases were represented by the copied opening balance rather than separate Perkstar receipt credits, so Perkstar does not reconstruct and then reverse an old sale. Contact Loyverse@perkstar.co.uk if the business needs an opening-balance correction for that historical refund. 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.
Do not make a manual points or balance adjustment when a refund needs review. Record the customer, original receipt number and time, then contact Loyverse@perkstar.co.uk.

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Troubleshooting

Do not enable scanning or send invitations yet. Open the migration result, use the identifying issue list to correct duplicate contact details, invalid balances or customer-code conflicts in Loyverse, then run the guided refresh or retry. Perkstar keeps successful rows and their points safe; a retry does not grant the opening balance or approved welcome points twice. If invitations have already started, contact support before changing the source cohort.
Invitations open only for the exact current migration after every eligible customer has copied successfully. The included service email can be used during an eligible trial. Paid SMS requires an active paid subscription and enough SMS credits; its preview shows the eligible audience, message segments and credit cost. Customers without a usable contact method cannot be invited remotely and need a staff-assisted handoff.
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.
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.
Check Connected Loyverse business matches the account signed into POS. Confirm the correct customer was attached before payment, the connected card is active, the receipt is paid and the POS is online. Once setup is ready, use Test a sale → Check sale with the exact receipt number. During setup, the existing checker is under Sale missing from Perkstar? and cannot bypass setup requirements. Rechecking does not award points twice. A missing receipt may belong to another business or still be waiting for POS sync; a processing error is not necessarily a delay. Follow the displayed connection, setup and customer issues. Perkstar does not guess the customer for an unattached receipt. Use a fresh sale after setup for a launch test, not an old receipt.
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.
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.
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.
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.
Perkstar stopped instead of guessing about a changed or uncertain Loyverse balance. During the first cutover, turn off customer card scanning, wait for every managed code to be restored, then run the safe recovery check in Step 2. If that check says the value cannot be verified, do not edit it; contact Perkstar support. During a later reactivation, review the unexpected old Loyverse points balance. Retry activation only after you have confirmed it is safe to return that old Loyverse balance to zero; contact support if the value may be genuine.

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Frequently asked questions

No. Loyverse requires the complete scan, automatic earn and flexible monetary redemption journey, so only compatible Points cards are available.
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.
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.

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Disconnect safely

Disconnect inside Perkstar first. Perkstar needs working Loyverse access to release its scan identifiers, reconcile outstanding receipts and clear the balance values it published.
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.
Disconnecting does not delete ordinary Loyverse customer profiles or the business’s own Perkstar cardholders. Perkstar deletes the Loyverse credentials and locally held API-derived copies after disconnection, while retaining the de-identified Perkstar loyalty and accounting ledger under its normal retention rules. Already revoked Perkstar from Loyverse? Manually clear any remaining Perkstar-published points and managed customer codes before using Loyverse loyalty again, then contact Perkstar support for guidance.