Store Credit FAQs
Common questions about how store credit is scoped, what happens to it when orders change, and how to keep balances trustworthy.
Do I need Adobe Commerce for store credit?
No. Store Credit runs on Magento Open Source and is Hyvä's own implementation, with its own ledger, admin screens, and APIs. It does not use or require Adobe Commerce's Customer Balance module. If you are on Adobe Commerce, be aware that you would then have two store credit systems side by side, we recommend using only one.
Do I need Hyvä Checkout?
Yes. Store Credit is only supported with both Hyvä Theme and Hyvä Checkout installed. The checkout panel is a Hyvä Checkout component and there is no Luma checkout integration. See Theme Requirements.
Why does nothing show up after installing?
Store credit ships disabled. Set Enable Store Credit to Yes under Stores → Settings → Configuration → Hyvä Commerce → Store Credit for each website that should offer it. Until then the My Account page redirects away, the cart and checkout panels do not render, and the GraphQL balance query returns null.
Why is Zero Subtotal Checkout required?
When a customer's credit covers an order in full, there is nothing left to charge, so Store Credit hides every payment method except Zero Subtotal Checkout. If that method is disabled, a fully covered order cannot be placed at all. Enable it under Stores → Settings → Configuration → Sales → Payment Methods on the same websites. See Zero Subtotal Checkout.
Are balances shared across websites?
No. A balance belongs to a customer and a website, and is held in that website's base currency. A customer who shops on two of your websites has two independent balances and sees only the one for the website they are browsing. Credit cannot be transferred between them.
What happens to store credit when an order is canceled?
The credit that has not already come back is returned as a Reverted entry, so a customer is never credited twice for the same order. Store Credit Through the Order Lifecycle works through how that interacts with partial refunds.
What happens if a payment fails after credit was deducted?
The credit is put straight back with a Reverted entry, and a retry writes a genuinely new spend rather than colliding with the first attempt. See Store Credit Through the Order Lifecycle for how the idempotency keys make that safe.
Can a refund give back more credit than the customer spent?
Yes, if the refund is done manually and the admin user gives express permission. Shifting a refund onto store credit up to the total value of the credit memo needs only the Refund to Store Credit permission, and is the normal "give them credit instead of putting it back on the card" case. Going beyond the credit memo's value requires the separate Refund to Store Credit Above Order Value permission, and the form asks you to confirm first. See Refunding to Store Credit.
Can I correct a balance without emailing the customer?
Yes. Leave Notify Customer unchecked on the adjustment form. That decides whether this single adjustment sends an email, regardless of the website's notification settings. See Managing Store Credit Balances.
Can I delete or edit a history entry?
No. The ledger is append-only, which is what makes it an audit trail worth having. Correct a mistake by making the opposite adjustment, which leaves both entries visible with their reasons.
How do I import existing balances from another platform?
Export a CSV with email, website, amount, and optionally reason and currency, then import it through System → Data Transfer → Import using the Store Credit Balances entity. Import sets a starting balance: rows for customers who already have store credit history on that website are skipped. See Importing and Exporting Balances.
When should I run the rebuild-balances command?
Run bin/magento hyva:store-credit:rebuild-balances after anything that could have left the balance table out of step with the ledger: a direct database change, a restored partial backup, or an interrupted bulk job. It replays the ledger, rewrites the projection, and then verifies both the projection and the ledger chain, failing with a report if anything disagrees. That makes it safe to run as a scheduled sanity check as well as a repair.
What happens to the ledger when a customer is deleted?
The balance is deleted along with the customer, but the ledger rows are kept with the customer link cleared. Credit that was handed out stays accounted for, so historical reporting does not develop holes when accounts are removed.
Where does the Converted action in the history come from?
From another Hyvä Commerce module writing into the same ledger. The gift card module converts a gift card into store credit, which lands as a Converted entry with source giftcard. The ledger reserves sources for point of sale, loyalty, and RMA integrations in the same way, so any module can credit a customer through the service API and have it appear in the same audit trail.