Create and Manage a Return with Shopify Returns & Exchanges

Updated

This guide shows how to create a return for your Shopify order using Shopify Returns & Exchanges in ShipStation.

Limitations of Shopify Returns & Exchanges in ShipStation

  • At this time, only orders from Shopify work with Shopify Returns & Exchanges in ShipStation. More selling channels and marketplaces are coming soon!

  • You can only use Shopify Returns & Exchanges with a Shopify store that is not already connected to Return Rabbit.

  • Currently, Shopify Returns & Exchanges only supports domestic shipments. You cannot create return labels for international shipments at this time.

  • The Shopify Returns & Exchanges feature must be set up and enabled on your Shopify in ShipStation.

Create a Return Label Using Shopify Returns & Exchanges

    1. Go to the Shipments tab. 

      Closeup of Toolbar. Shipments tab highlighted.

    2. Select the order from the Shipments grid.

      Shows orders selected on the Orders grid.

    3. Click Create Return.

      The Create Return button is available on the Shipments grid and in the Shipment Details.

      Shows 2 locations for the Create Return button: Orders grid & Order Details

    4. Select the product to return or exchange.

      Create Return popup. Shows a product selected from an order

    5. Select the type of Service needed: Return , Exchange Across Catalog, or Exchange.

      RETURNS_Create_Return_Select_Type.png

  2. Select the return Quantity and the Return Reason.

    Shows Return Quantity field and Return Reason Dropdown

    Return Reasons include:

    • Ordered Incorrect Product

    • Changed My Mind

    • Defective Item Received

    • Style not as Expected

    Within each Return Reason option, you can add a return explanation.

  3. Click Continue.

  4. Choose the Return option and click the Return button.

    The next screen will show the item as Marked for Return.

    RETURNS_SHP_Seelct-SErvice_PU_Return-Return_BTN_MRK.png

  5. Verify that the item(s) in the Create Return or Exchange pop-up are correct, then click Continue.

    You can add additional returns or exchanges to the remaining items in the order.

    Create Return or Exchange popup. Marked for Return & Continue button shown.

  6. Add a Phone Number for the customer, then click Save Changes.

    Add phone number popup. Save Changes button shown.

  7. Complete the Return Location, Return Shipment Details, and all relevant information in the Configure & Submit Request pop-up.

    Waive Label Cost

    Check the Waive Label Cost box to charge your account for the return label instead of the customer.

    Confirm & Submit-Request popup. Waive Label Cost checkbox & Confirm Request button shown marked

  8. Click Confirm Request.

  9. Add your email address, and click Save Changes.

    A Service Request email will be sent with instructions to finalize your refund or exchange.

    RETURNS_Configure-Return-Exchange_Add-Email-Address_PU_MRK.png

    The Return Details pop-up will show.

    The item will appear in the order as Awating Refund Approval status until the item has been returned. Then you can approve the return, reject it, or take alternate actions for the return.

  10. Choose Approve all to approve and accept the return, Reject all if the return is unacceptable, or Return Actions for additional options.

    Return, Payment, & Item Details fields. Approve, Reject, & Return Actions buttons + Awaiting Approval check box shown

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