Understanding Reward Clawbacks

When a customer receives a refund or files a chargeback, the Bitcoin rewards associated with that order need to be returned. Oshi handles this automatically — and gives you the option to manually clawback rewards when needed.

How Automatic Clawbacks Work

When Oshi detects a refund or chargeback on a connected platform, it automatically claws back the associated rewards. This includes:

• Purchase rewards earned by the customer
• Referral bonuses paid to the referrer and referee (if applicable)
• Affiliate commissions tied to the order (if applicable)

The clawed-back sats are returned to your merchant rewards balance. You don't need to take any action — the entire process is handled in the background.

Partial Refunds

If a customer returns only part of an order, Oshi performs a partial clawback. The rewards are reduced proportionally based on the refund amount. For example, if a customer returns one item from a three-item order and gets a 40% refund, approximately 40% of the associated rewards are clawed back.

You can see the breakdown by hovering over the status badge in the Transactions table, which shows:

• The original reward amount
• The clawed-back amount and percentage
• The adjusted remaining amount

The Lock-Up Period

The lock-up period works alongside clawbacks to protect your business. During the lock-up window (30, 60, or 90 days), customers can redeem rewards at your store but can't withdraw them out of the system. If a refund or chargeback occurs during this window, the rewards are still available to be clawed back automatically.

How to Manually Clawback a Reward

If you need to clawback a reward outside of the automatic process — for example, a return handled outside your e-commerce platform — you can do it directly from the dashboard.

Step 1: Find the Transaction

• From your Oshi dashboard, go to the Transactions page
• Find the transaction you want to clawback using the search or filters

Step 2: Initiate the Clawback

• Click the ellipsis menu (three dots) on the right side of the transaction row
• Select Clawback Rewards

Step 3: Confirm the Amount

• A confirmation dialog appears showing the reward amount in sats
• Type the exact sats amount to confirm
• Click Clawback

The transaction status updates to Returned and the sats are returned to your rewards balance.

How Clawbacks Appear in Your Dashboard

Clawed-back transactions show a Returned status in the Transactions table:

• Clawback — The full reward was returned
• Partial Clawback — Only a portion was returned (hover for details)

You can filter by the Returned status to see all clawed-back transactions in one view.

What's Next

• How to Configure the Rewards Lock-Up Period — Set the protection window for your rewards.
• Understanding Transaction Statuses — Learn what each status means.
• How to Filter and Search Transactions — Find specific transactions in your dashboard.