A redemption that did not go through or came back

Did not go through means the payment processor could not complete the transfer. Your points were never taken out, and nothing left your balance. Check the destination, then request the redemption again. Nothing is lost by trying twice.

Returned means the transfer came back after it was sent. The points are back in your balance, to the last one, and the return is a separate line in your history with its own ID. You can redeem again whenever you want.

If a redemption stays in the same state for longer than the screen says, write to contact@lovele.app with its reference, which is on the redemption screen. Our team replies within 48-72 hours, in English.