Process returns and exchanges using store credit on Shopify POS

If a customer wants to return or exchange an item, then you can refund their orders using store credit associated with their profile on your store. They can then redeem their store credit to help pay for a future purchase.

If they want to exchange an item and end up purchasing an item that's more expensive than the one they're returning, and they have some store credit on their account, then they can redeem the store credit and put it towards the cost of the exchange.

A customer profile must be associated with an order to successfully process a refund or exchange using store credit. If a customer profile isn't associated with an order, then you're prompted to create one during the return or exchange process.

Learn more about managing orders, refunds, and exchanges on Shopify POS.

Refunding a return to store credit on Shopify POS

You can refund a returned order to store credit using Shopify POS.

Note

Staff members need to have the Refund orders permission to be able to refund an order.

Before you can refund a return to store credit you must enable Allow orders to be refunded to store credit in the Point of Sale sales channel settings in your Shopify admin.

Steps:

1. On the home screen of the Shopify POS app, tap Orders.
2. Tap the order of the item being returned.
3. Tap Return.
4. Use the + and - to enter the quantity of each item that you're refunding.
5. Optional: If you don't want to return an item to your inventory, then deactivate the Restock at this location option, and then tap Don't restock.
6. Tap Next.
7. Tap Select reason to display a list of options to choose from for the return. For each reason, you can optionally add a note.
   • If you don't make a selection, then you’ll be prompted to accept an Unknown return reason.
   • If you select Other for the return reason, then you must input a reason. Return reasons aren't displayed for orders where there are items that are unfulfilled. Instead, a free-form text field for refund notes is provided.
8. Tap Next.
9. Optional: Tap Refund tips or Refund shipping to refund any additional costs associated with the order.
10. In the Options section, tap Refund to store credit to set the refund method to be store credit.
11. When you're ready to process the refund, tap Refund.
12. Optional: Provide a receipt to the customer.
13. Tap Done.

Processing an exchange using store credit on Shopify POS

Plan requirement

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

An exchange can result in a net positive total where you collect additional funds from the customer, or a net negative total where you owe the customer a refund. In either situation, you can use store credit to help process the transaction.

Steps:

1. From the Shopify POS app, tap Orders.
2. Tap the order you want to create an exchange for.
3. Tap Exchange.
4. Select the item that's being returned:
   1. Use the + and - to enter the quantity of each item that you're refunding.
   2. Optional: If you don't want to return an item to your inventory, then deactivate the Restock at this location option, and then tap Don't restock.
5. Tap Next.
6. Tap Select reason to display a list of options to choose from for the return. For each reason, you can optionally add a note.
   • If you don't make a selection, then you’ll be prompted to accept an Unknown return reason.
   • If you select Other for the return reason, then you must input a reason. Return reasons aren't displayed for orders where there are items that are unfulfilled. Instead, a free form text field for refund notes is provided.
7. Tap Next.
8. From the available products list, select new items to exchange for the returned item:
   1. Tap a product name.
   2. Use the + and - to enter the quantity of the item that you're adding.
   3. Optional: Tap Add more items when the customer wants to add more than one item to the exchange.
   4. Optional: Deactivate Mark item as unfulfilled to note that the item needs to be sent to the customer at a later date.
   5. Optional: Tap Attribute sale to staff to give credit for the sale to a sales associate.
9. Tap Next.
10. Depending on the new total for the order, redeem or refund the order using store credit.
    • If the customer owes you money, then tap Apply store credit to redeem the store credit on the order total. Then, tap Collect to continue the exchange.
    • If you owe the customer money, then tap Refund to store credit to refund the order to the customer's store credit balance. Then, tap Refund to continue the exchange.
11. Optional: Provide a receipt to the customer.
12. Tap Done.