What happens if my order is cancelled and has a reward from IKEA family applied?

Customers who have used a reward and cancelled the purchase before payment (IPOS):

• When a reward is redeemed in IPOS, its status changes to “reserved”. If the IPOS transaction is cancelled, before being paid, the reward keeps the reserved status and, within 24h, will be again available in customers Loyalty Hub, to be reused. The reward will have the same expiry date as before.

Customers who have used a reward and voided the purchase after payment (IPOS):

• When an IPOS transaction is voided, in the same day and in IPOS (void transaction), after payment, the reward will be automatically regenerated, in a span of minutes, into the customer IKEA Family profile, with a new reward code and visible in Loyalty Hub. The recreated reward will have the same expiry date, then the previously used one.

Customers who have used a reward and cancelled the order due to change of mind for a refund:

• There are various ways to cancel an order (MRR return, SAC return, Self-service solution) but the reward outcome is the same. Currently, when we are cancelling an order, the reward is not recreated automatically in Loyalty Hub, but with the robotic solution in place, it is sent back to the customers e-mail, automatically, in the next day, with a new 30-day expiry date. SAMS automatically imports the amount that the customer paid.