Returns: create, approve, decline and process

Returns live on the order page, on the Returns card, in both the Dashboard and StoreFleet: Inventory Sync. Only items that have been shipped can be returned. Return actions are written to Shopify when you confirm them; in the Dashboard they do not wait for approval.

Create a return

In Multi-Store Sync (Shopify admin):

1. Open the order and click More actions → Return items.
2. For each item, set the quantity and choose a reason.
3. Tick Send a notification to the customer if the buyer should be emailed.
4. Click Create return. You see Return created.

In the Dashboard (needs the Admin or Manager role):

1. Open the order and click Create return on the Returns card.
2. For each item, set the Qty and choose a Reason. A note is required when the reason is Other.
3. Click Create return.

Approve or decline a return request

A return the customer requested shows Requested (Dashboard) or Return requested (Multi-Store Sync).

• Click Approve. The customer is told their request was approved. In Multi-Store Sync you confirm in Approve return request? first.
• Or click Decline, choose the reason (Return period ended, Final sale or Other), add a Message to customer, choose whether to Send a notification to the customer, and confirm.

Process a return

When the return is open, click Process.

1. Choose the Outcome: Refund or Exchange.
2. For each returned item, set the quantity, whether to Restock it, and the Location.
3. For an exchange, pick the items to send instead.
4. Choose whether to refund the return shipping.
5. In the Refund part, check Suggested refund and Maximum refundable. Enter an amount in Refund to original payment, or leave it blank to refund nothing to the original payment. You can also give Store credit, with an optional expiry date.
6. Click Process return.

Add a return label

1. On an open return, click Create return label.
2. Enter the Tracking number and Tracking URL of the return parcel.
3. Confirm with Create label (Multi-Store Sync) or Create (Dashboard).

Close or reopen a return

• Click Close (Dashboard) or Close return (Multi-Store Sync) when you are not expecting more items back.
• On a closed return, click Reopen (Dashboard) or Reopen return (Multi-Store Sync).

What you cannot do here

• Return items that have not shipped yet. Cancel or refund them instead; see Cancel an order and Refund an order.
• In the Dashboard, read live returns on a shop that was connected without the returns permission. The card then shows Showing an older copy; reconnect the shop and approve returns when Shopify asks.