> For the complete documentation index, see [llms.txt](https://docs.rafflex.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.rafflex.io/additional-settings/site-credit-and-wallets/cashback-explained.md).

# How Cashback Works

How cashback works, where to set it, what customers see, when it is paid, and how to choose a cashback percentage that suits your business.

**In short:** cashback is a percentage you choose. When a customer's order completes, that percentage of the order total is added to their wallet as site credit, ready to spend on future entries. It is a simple, automatic way to reward customers for coming back.

If you have not set a percentage yet, the quick steps are in [Set Up Cashback](/additional-settings/site-credit-and-wallets.md#set-up-cashback). This page explains how cashback behaves once it is switched on.

***

### Where the setting lives

1. In the admin panel, open **Settings** in the left-hand menu, then click **Checkout**.
2. In the **Order & Cart Settings** section, find **Cashback Percentage**.
3. Enter the percentage of each order to return as site credit, for example **5** for 5%. You can use up to two decimal places, such as **2.5**.
4. Click **Save Settings**.

Setting **Cashback Percentage** to **0** switches cashback off completely. It is set to 0 when your site is created, so cashback is off until you choose a rate.

***

### What customers see

**At the checkout.** While cashback is on, customers see a banner on the checkout page, for example:

> You will earn **£1.25** instant cashback from this order!

The banner is a guide based on what is in their basket. The exact amount is worked out when the order completes.

**In their wallet.** Once the order completes, the cashback appears in the customer's **My Wallet** page as a **Deposit**, with a description such as **5% Cashback for Order #1234**. The percentage and order number make it easy for you and the customer to see where the credit came from.

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### What cashback is worked out on

Cashback is calculated on what the customer **actually pays at checkout**, after any discount coupon has been taken off. So if a customer uses a coupon, they earn cashback on the discounted price they paid, not the full ticket price. For more on coupons, see [Promos & Discounts](/marketing/website-tools/promos-and-discounts.md).

If a customer pays for part of an order with site credit they already hold and the rest by card, cashback is calculated on the **card part only**, not the whole order.

**Wallet top ups count as orders too.** If you allow customers to top up their wallet, each top up also earns cashback at your chosen rate. Keep this in mind when you pick your percentage. If you would rather cashback only applied to competition entries, you can switch off **Enable Wallet Top Up** (see [Wallet Top Ups](/additional-settings/site-credit-and-wallets.md#wallet-top-ups)).

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### When cashback is paid

* Cashback is added **once**, at the moment an order completes. A customer is never paid cashback twice for the same order.
* Orders that never complete (for example, an abandoned or failed payment) do not earn cashback.
* If you change your percentage, the new rate applies to orders that complete from then on. Cashback already paid is not changed.

***

### Cashback is not taken back if you cancel an order

If you [cancel an order](/essential-settings/wallet-and-withdrawals/cancelling-and-refunding-orders.md), the cashback that order earned stays in the customer's wallet. Cancelling removes the tickets and gives you options for refunding the order and removing any instant win site credit, but it does not touch cashback.

{% hint style="warning" %}
If you want to remove the cashback from a cancelled order, do it by hand. Open the customer's account, click **Actions**, then **Wallet**, and use **Remove Site Credit** for the cashback amount. The wallet entry **X% Cashback for Order #N** shows you exactly how much it was. See [Add or Remove Site Credit for a Customer](/additional-settings/site-credit-and-wallets.md#add-or-remove-site-credit-for-a-customer).
{% endhint %}

***

### Choosing your percentage

Cashback works like a small discount on every order, paid back as credit rather than taken off the price. A few things help you pick a sensible rate:

1. **Work out what it costs you.** Your cashback cost is roughly your percentage multiplied by everything customers spend, including wallet top ups if you allow them. For example, 5% cashback on £10,000 of orders hands out about £500 in site credit.
2. **Think about how it sits alongside your other offers.** If you also run discount coupons, instant win site credit prizes or affiliate rewards, they all add to the credit you give away. Make sure the total still works for your margins.
3. **Remember where credit can go.** Cashback is site credit, so customers spend it on entries into your future competitions.
4. **Start low and review.** A modest rate is easier to raise later than a generous one is to take away. Watch how it affects repeat orders for a few weeks, then adjust.

{% hint style="success" %}
You can change your cashback percentage at any time, and the new rate applies to orders from that point on. Many operators start at a low rate and increase it once they are happy with the results.
{% endhint %}

{% content-ref url="/pages/A6zcvCpoT316o0qQciut" %}
[Site Credit & Wallets](/additional-settings/site-credit-and-wallets.md)
{% endcontent-ref %}