Creating returns

You can create and manage returns from your Shopify admin. When you create a return, you can send any return shipping information, such as shipping instructions or return labels, to your customer and track the return. After you receive and inspect the returned items, you can issue a refund, and restock applicable items.

To create returns, you need to be the store owner or have the Orders permission. Learn more about Staff permissions.

Create a return

You can create a return for an order that has at least one fulfilled line item and isn't refunded. When you create a return, the return shipping fee and restocking fee are displayed based on your return rules. You can also edit the return fees for a specific return. The restocking fee can be edited by return or by item, but the return shipping fee can be edited only by return.

If you purchased a shipping label for the order, but you didn't use the label, then void the label before creating a return.

Steps:

  1. From your Shopify admin, go to Orders.

  2. Click the order that you want to return.

  3. Click Return.

  4. In the Select return items section, enter the quantity of items that you want to return, and then select a return reason.

  5. Optional: To edit a restocking fee or a return shipping fee, complete the following steps:

    1. In the Summary section, click Restocking fee or Return shipping.
    2. Enter a new restocking fee or return shipping.
    3. Click Save.
    4. Optional: You can also edit the restocking fee on an individual return item by clicking on the fee below the item.
  6. In the Return shipping options section, select one of the following options:

    • Select Create a return label in Shopify to create a return shipping label for your customer. This option is available only if your primary location and customer shipping address are both in the United States.
    • Select Upload a return label to upload an existing return shipping label for your customer. You can upload a PDF or JPEG file for your return label or add a return label URL. You can also enter a Tracking number and Shipping carrier.
    • Select No shipping required to create a return without any return shipping information.
  7. Click Create return.

Restock return items

After you receive the return items, you can inspect and restock them. When restocking return items on mobile, you can only restock all items to a single location.

Steps:

  1. From your Shopify admin, go to Orders.

  2. Click the order that you want to restock return items for.

  3. In the Return in progress section, click Restock.

  4. Select the items to restock.

  5. In the Restock location section, select a location to restock your items to.

  6. Click Restock items.

Issue a refund for return items

After you receive the return items, you can inspect them, and then issue a refund to your customer.

Steps:

  1. From your Shopify admin, go to Orders.

  2. Click the order that you want to a refund for return items.

  3. In the Return in progress section, click Refund.

  4. Enter the quantity of the items that you want to refund.

  5. Optional: If you don't want to send an email to your customer when you issue the refund, then deselect Send a notification to the customer. This option is selected by default.

  6. Click Refund to refund the customer's order.

Close a return

After you complete all outstanding tasks for the return, you can close the return. The return closes automatically when every item is refunded and restocked.

Steps:

  1. From your Shopify admin, go to Orders.

  2. Click the order that you want to close a return for.

  3. On the Return in progress card, click , and then click Close return.

Open a return

If you have any oustanding tasks to complete for a return, then you can open a return.

Steps:

  1. From your Shopify admin, go to Orders.

  2. Click the order for the return that you want to open.

  3. On the Returned card, click , and then click Open return.

Filter orders by return status

You can filter the orders on your Orders page by return status.

Steps:

  1. From your Shopify admin, go to Orders.

  2. Click the Open tab to display all open orders.

  3. Click Filters.

  4. Click Select filter, and then select Return status.

  5. Click Select value, and then select Return in progress or Returned to display the returned orders.

Remove return items from a return

If a customer doesn't send a return package or an item is missing in a returned package, then you can remove the item from a return. After you remove a return item, your order balance is adjusted accordingly.

You can't remove refunded or restocked items from a return.

Steps:

  1. From your Shopify admin, go to Orders.

  2. Click the order that you want to remove return items from.

  3. In the Return in progress section, click ….

  4. Click Remove return items

  5. Select the items that you want to remove from a return.

  6. Click Remove item, and then click Remove item to confirm.

Cancel a return

If you create a return by mistake or your customer has changed their mind about requesting a return, then you can cancel the return. You can cancel a return only in the following scenarios:

  • The return isn't refunded.
  • The return isn't restocked.
  • The return is open and not Marked as returned.
  • The return doesn't have a Shopify Shipping return label.
  • The fulfillment for the return isn't canceled.

After you cancel a return, you can't reopen it, but you can create a new return.

Steps:

  1. From your Shopify admin, go to Orders.

  2. Click the order for the return that you want to cancel.

  3. On the Return in progress card, click , and then click Cancel return.

  4. Click Cancel return to confirm.

Ready to start selling with Shopify?Try it free