20 rewards certificat​e not refund after order being cancelled

Hi, almost same with title. 
I use $40 rewards in one order, but that order was cancelled. I only got 1000 points back, $40 = 250 *40/5 = 2000 points. Could you help me check if I am right and how to get another 1000 points back.
Thanks.
Henry 

Hello zuohengcowboy,
Welcome to the Best Buy forum!
It can generally take 3 to 6 business days for a certificates point value to repost to a member's My Best Buy™ account following a return or cancellation, and we would need to allow a full 6 business days before looking at other potential solutions.  I looked over your My Best Buy™ account using the email address you registered with the forum and found that certificates were recently applied to several BestBuy.com orders that ended up being cancelled.
With that being said, I am going to need some additional information from you so that I can narrow down your list of BestBuy.com orders to ensure that your My Best Buy™ account is up-to-date.  To gather the information I need, I will be sending you a private message.  You can check your private messages by logging into the forum and clicking on the little envelope icon located at the top of the page.  I look forward to further speaking with you.
Returns When a My Best Buy™ Certificate was Used
Thank you for connecting with us and for being a member of the My Best Buy™ program.
Derek|Social Media Specialist | Best Buy® Corporate
 Private Message

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    Thank you for taking the time to connect with us and for being a My Best Buy™ member.

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