There are two options for changing a redemption rate for a customer,First option would be giving that customer a special rate or the other or the next option would be

At the Home Screen you want to Select number two, like the photo below, And Type in the loan that you are wanting to reverse back to a loan and

First you need to select “Retail Menu”, just like the image below. then once you have done that select the “Refund and Layby Cancellation”, like the image below. Then you