Previous Process (Now Deprecated)
Admins no longer need to send reports to Customer Success or Support to request refunds for terminated employees that have unspent store credit.
The reclaim balance feature replaces this workflow entirely.
Step 1: Create a Users Report (Optional but Recommended)
Use a report to identify which users have remaining balances and estimate the total amount to reclaim.
Go to Manage Organisation
Under Analytics and Insights, click Report Generator
Click Create Report
Select Content Export as the report type
Enter a report name (e.g., "Store Credit Refunds")
Select Users as the content type
Click Save
Download and Review the Report
Click Request download when the report is ready
Open the downloaded file
Filter the suspend column to show relevant users (e.g., departed employees if applicable)
Locate the balance column to view remaining store credit
💡 Tip: You can use this report to calculate the total expected amount before reclaiming balances.
(Optional) Calculate Total Balance to Reclaim
Sum all values in the balance column for the users you plan to reclaim
This gives you an estimate of the total that will be returned to your organisation’s funds
Step 2: Reclaim User Balances
Go to Manage Organisation → Users
Find the user whose balance you want to reclaim
Click the three dots next to their name
Select Reclaim balance
In the confirmation pop-up, click Confirm to proceed
Pop-up message:
Important Notes
You do not need to suspend a user to reclaim their balance — this works for both active and inactive users. Please use with caution.
This action cannot be reversed.
For fiat currency accounts, the full balance is returned to your organisation’s float.
For points-based systems, reclaimed balances behave differently, as points are not tied to the float.
Generating a report beforehand is still recommended to verify balances and expected totals.