What occurs is that the Punchh points are being consumed for the failed transaction and the customer isn't charged for the order but Punchh is effectively eating these points. If teh user has redeemed teh reward for onlien order and something is causing the delay which results into the order timed out. so theorder is failing but the rewards are being consumed regardless.
The redemption code goes into the processed state when the order is successfully placed. However, if any order confirmation is not received from OLO end, and also store did not receive the order. Thsi is most likely due to teh "LoyaltyResponseTimeout".
In general, once it timed out, Olo system void the order and refunded the card for the failed order.
However, if the reward is not transfered back, please submit a support ticket indicating the rewards are not transfered back to the guest account.
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If further assistance is required, submit a ticket to Punchh Support. (For help submitting a ticket, click here)