Processing unverified returns and refunds on Shopify POS

Note

This feature is available only for locations that are on the Shopify POS Pro subscription.

Sometimes you might want to process a return when there's no reference to an order. For example, a customer might want to return an item from a gift order, or you might have switched POS systems. With unverified returns on Shopify POS you can restock the item, issue a refund, and have a record of the unverified return.

To process an unverified return or refund, you need to be the store owner or be a staff member with the Create unverified returns, Add customers, and Manage customers permissions. Learn more about staff permissions.

Considerations for processing unverified returns

Before you process an unverified return, review the following considerations:

• To process an unverified return to gift card, you need to activate gift cards for Shopify POS.
• You can only process an unverified return to gift card. You can't refund to other payment methods, such as card payments, cash, or store credit.
• To process an unverified return, you need a customer profile with an email or phone number.
• You can't return bundles.
• The current price of the item is used as the suggested refund amount. If you find a discrepancy between the current item price and the refund amount, then you can edit the refund amount.
• The unverified return amount must be less than or equal to the current variant price.
• The unverified return assumes the taxes of the location of the return. Taxes can be turned on or off, but the tax amount can't be changed.
• After you process an unverified return, you can still process returns or exchanges, but can't cancel the order.

Process an unverified return or refund

You can process an unverified return on Shopify POS when you don't have reference to an order.

If you process an unverified return for a customer who doesn't have a profile, then you need to create a customer profile with an email or phone number.

Steps:

1. From the Shopify POS app home screen, tap Customers.
2. To search the customer who's returning the item, tap the magnifying glass icon and type their name into the search bar, or scroll through the list of customers, and then tap the name of the customer who's returning the item.
3. Tap Create unverified return.
4. To select the item to return, type the name of the item in the search bar, or scroll through the list of items, and then tap the item you want to return.
5. Optional: If you want to return more items, tap Select more return items.
6. On the Return items screen, choose the conditions of the return:
   • To set the quantity of each item to return, tap the '+' icon.
   • To not restock the item at your POS location turn off the Restock at this location toggle. If you want to restock the item at your POS location, then leave the toggle on.
7. Tap Next
8. Add a return reason or a note, and then tap Next. For example, the return reason might be that the size was too small, and the note might be an explanation of why this was an unverified return. If you don't want to add a return reason or a note, then tap Skip.
9. Choose to refund to a digital or physical gift card:
   • To refund to a digital gift card, tap Digital gift card.
   • To refund to a physical gift card, tap Physical gift card.
10. If you have multiple gift card products, then tap the gift card product that you want to issue the refund to.
11. Optional: If you want to manually set the price of the return item, tap the return item, edit the Refund price field, and then tap Save
12. Optional: If you don't want to charge taxes, tap Taxes, turn the toggle off, and then tap 'X' to return to the order summary screen.
13. When you're ready to process the refund, tap Refund.
14. Optional: If you want to provide a receipt to your customer, tap a receipt option.
15. Tap Done.