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About the Use of Points When an Order is Changed or Canceled

If an order for which you have used your Points has been changed or canceled, please refer to the following.If an order for which you have used your Points has been changed or canceled, please refer to the following.
 

If there is a change in your order:

■If you used Points to pay the entire cost of your order, the Points that you used toward the total at the time of the confirmation of your order will be used.

Then, if the total price increases for reasons such as changes in product quantity or shipping costs following the merchant's final calculations, the difference will be charged to the payment method you selected when you placed the order.

If the total decreases, you will be refunded the difference in Points.

■If you used Points to pay part of the total cost of your order, the Points that you used toward the total at the time of the confirmation of your order will be used.

Then, if the total price increases for reasons such as changes in product quantity or shipping costs following the merchant's final calculations, the difference will be charged to the payment method you selected when you placed the order.

If the total decreases, the remaining payment will be canceled, or you will be refunded the difference, with priority given to the payment method you selected when placing the order.

If, as the result of a change to the details of your order, the total has decreased, any difference in Points that you are owed will be returned to you the following day. However, if those Points have passed their expiration date, the Points will no longer be valid, and will not be refunded.

If you have lost limited-time Points due to a seller's cancelation of an order for reasons such as insufficient inventory or out-of-stock items, etc.: The Points will be returned to your Rakuten Super Points account on the business day after the date of the cancelation (Monday–Friday *excluding Saturdays, Sundays, Japanese public holidays, and the New Year period).
 

If your order has been canceled:

■If you used standard Points
When a merchant cancels your order, your Points are instantly refunded to your Rakuten Super Points account.

■If you used limited-time Points
•If a merchant changes the total of your order or cancels your order, as long as your Points have not expired, they will be refunded to your Rakuten Super Points account instantly.

•If an order has been canceled or the total has changed after your Points have expired, your Points will no longer be valid, and will not be refunded.

*If you have lost limited-time Points due to a seller's cancelation of an order for reasons such as insufficient inventory or out-of-stock items, etc.:

The Points will be refunded to your Rakuten Super Points account two to three business days after the date of the cancellation (Monday–Friday   *excluding Saturdays, Sundays, Japanese public holidays, and the New Year period).

In the event that your Points have still not been refunded, please contact us by selecting "No, my issue was not resolved and I have further questions" at the bottom of the page.
 

Additional Information

You can check whether your Points from a canceled order have been refunded or not by viewing your Points History.

Your Points History shows a record of the Points you have used when placing orders. If the section shown in the image below reads "Canceled 0," it means that your Points have been refunded.

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