# Redemption issues When customers redeem their points during a purchase, Beans automatically deduct the points from their account. If the customer does not complete their purchase, the redemption is automatically canceled after a few hours (up to 48h), and the points are credited back to the customer’s account. ### Issue with points deducted after the payment fails ***Reported on Woocommerce*** In some rare scenarios (usually when using an external gateway such as PayPal), the order will be validated in your backend, whereas the payment fails. In this case, customers will only be refunded their points if the retailer cancels the order. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://help.trybeans.com/liana/redemption/redemption-issues.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.