Canceling returns to Shopify Fulfillment Network

Note

This guide is for merchants who started using the Shopify Fulfillment Network (SFN) before January 30, 2024. The Shopify Fulfillment Network app has been rebuilt to offer fulfillment solutions in partnership with Flexport. If you use the new SFN app, then refer to the new SFN guide.

You cancel returns to Shopify Fulfillment Network (SFN) from your Shopify admin. You might need to cancel a return for the following reasons:

• the customer wants to cancel the return
• SFN can't generate a return label for the return

The procedure that you follow to cancel the return depends on whether SFN has generated a return label.

You can access your canceled returns in your SFN app.

Cancel a return to SFN after a return label is generated

If a customer wants to cancel a return after a return label is generated, then you can cancel the return from your Shopify admin.

Caution

Return labels can't be voided, but they do expire. For example, USPS labels expire 1 year after purchase and UPS labels expire 6 months after purchase. If the customer uses the return label after you cancel the return, then you might still be charged for it.

Steps:

Desktop

1. From your Shopify admin, go to Orders.
2. Click the order number.
3. Click Supported actions, and then click Cancel return.
4. Click Cancel return again.

Cancel a return to SFN when a return label isn't generated

If SFN can’t process your return, then a return label isn't generated. In this case, an error is displayed in your Shopify admin and SFN app. To resolve the return error, you need to cancel the existing return before you can create a new return to SFN. Learn more about resolving return errors.

If you receive an email message about the return error, then you can click View return in the email message to go directly to the order details page in your Shopify admin.

Steps:

Desktop

1. From your Shopify admin, go to Orders.
2. Click the order number.
3. In the Return failed section, click Cancel return, and then click Cancel return again.