Return rules

Return rules determine when customers can request returns and how return fees are applied to your store. Using return rules on Shopify POS lets staff understand the store policies on products during a return. POS displays return rules, and identifies products that are outside of the return rule policies that you have active in your store.

Requirements for using return rules with your Shopify POS

To use return rules with your Shopify POS, you need to meet he following requirements:

  • You must be using Shopify POS Pro
  • Return rules must be set up in your Shopify admin

Return rules

You can set up return rules that are automatically applied to an order when customers place their orders. An order's return rules then apply when customers request returns from your store. An estimated refund is displayed to your customers based on your return rules.

Customers can only submit return requests for items that are eligible under the rules you set up. This lets you have more control over return requests and prevents your customers from requesting returns for items that aren't eligible based on your return policy.

Self-serve returns need to be turned on to use return rules. This lets your customers request returns from their accounts, where return rules display eligible items and return fees.

Your default return rules apply to most items and include the following types of return rules:

  • return window
  • return shipping costs
  • restocking fee

You can also define final sale items that are exceptions to your default return rules.

Return window

Select a preset return window, or enter a custom number of days. You can select one of the following options:

  • 14 days
  • 30 days
  • 90 days
  • Unlimited
  • Custom days

Return window starts on the item's delivery date. If the delivery date is unavailable, then the return window starts on the item's fulfillment date plus a buffer for transit time.

Return shipping costs

You can choose how you handle return shipping costs by selecting one of the following options:

  • offer free return shipping
  • add a flat rate return shipping fee that's charged one time per return
  • have your customer buy their own return shipping label

The return shipping fee is displayed when you create a return. You can edit the return shipping fee for a specific return.

Restocking fee

Choose whether you want to charge a restocking fee that is a percentage of the return. If activated, then a restocking fee is displayed to your customers.

The restocking fee is displayed when you create a return. You can edit the restocking fee for a specific return and edit it by item.

Final sale items

You can choose which products or collections aren't eligible for returns as final sale items. Your customers can't submit return requests for final sale items. Examples of final sale items might be products that can't be returned, such as perishable, custom, or personal care items, or items with large discounts.

You can include multiple products or collections to the final sale item exceptions, but not both.

Make return rules available for Shopify POS

Before you can use return rules on Shopify POS, you need to make sure that you have set up return rules. When your return rules and policies are complete, Shopify POS can identify a product's eligibility for return after you make them available for Shopify POS.


  1. From your Shopify admin, click Settings.
  2. Click Policies.
  3. In the Return rules section, click Turn on.

The Enforcement section displays that return rules are active at your POS Pro locations.

Return rules on Shopify POS

When completing a return on Shopify POS, items are sorted into two categories:

  • Eligible for return: If a product is eligible for return, then you can process the return.
  • Ineligible for return: If a product is ineligible for return, then the product is displayed in the Ineligible section, and the return reason for why the product is ineligible for a return.

Return rules that display in the return process let your staff understand why a product shouldn't be returned.

For example, your clearance collection uses a return rule that marks all items sold from it as final sale. A customer buys a sweater that is in your clearance collection. One week later, the customer returns to your store to return the sweater that they bought. When you start the return process, the sweater is marked as Ineligible, and displays the Final sale as the ineligibility reason.

Override return rules

If you want to return an item that's doesn't correspond to your store's return rules, then you can accept the return, and then add a return reason to document an exception.


  1. From the Shopify POS app, tap Orders.
  2. Tap the order for which you want to create a return.
  3. Tap Return.
  4. Tap Next.
  5. Select a return reason, and add a note that describes the reason the return rule isn't being followed.
  6. Tap Next.
  7. Confirm the return details, and tap Refund.
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