Returns can either be imported from Shopify into Pickware or created directly in Pickware. In this article, you'll learn how to process returns with Pickware. Below, you'll also find an overview of all return and refund scenarios and how they affect order quantity, stock quantity, and accounting.

If you want to add exchange products to your return, you'll find more information here.

You can process returns for your Shopify orders directly in the Shopify Admin. All status changes and changes within the order are synchronized between Pickware and Shopify.

In this case, make sure that you've configured the Shopify location accordingly in the Pickware Admin under the Sales Channel settings in the Shopify Location Selection field. You can then select this location when restocking a return in Shopify, so that the stock change is also recorded in Pickware. If returns are deleted in your Shopify Admin, the corresponding entry in the Pickware Admin is also removed.

Open the app menu in the WMS App and switch to Goods Receipt mode. Select Return here and then search for the relevant order. You can choose from all shipped orders and announced returns here. Alternatively, you can scan the barcode on the return label or delivery note to go directly to the desired return.

Then switch to the Products tab. There you can select the returned products by scanning or using the search function. You'll initially see the products included in the order under Expected Products, but you can also choose from all products and thus add products that weren't included in the order.

For each product, you can now adjust the quantity and select a return reason from the list.

Once all returned products have been recorded, tap Save in the top right corner.

You can now decide whether all products should be restocked or not restocked. Please note the notice displayed in the app: If the products are restocked at this point, they can no longer be written off. Therefore, select Do Not Restock here if you want to write off the products later. If you select Restock, the products will be stored in their default storage bin in the selected warehouse.

The return is then also created in the Pickware Admin under Order → Return as well as in your Shopify Admin.

Existing returns can be accessed and further processed in the Pickware Admin under Order → Returns. Clicking on the return number opens a window where you can

The payment status of your return cannot be edited in Pickware, but only directly in Shopify. The status changes are then also transferred to Pickware. Likewise, the refund can also only be carried out in Shopify.

Below, you'll see a status history for the return and payment status. Click Accept Return to save your changes.

Your return is now in the status Received. In the next window, you can

Click Restock Return in the return to proceed to the next step.

You can now select which and how many of the returned products should be restocked or written off. Clicking Confirm will book your stock accordingly, and it can no longer be corrected within this return. Products to be restocked are each stored in the default storage bin. If no default storage bin is set, the items are booked to the unknown storage bin.

Once all items in the return have been processed, synchronization with your Shopify Admin takes place.

You can now initiate the refund in Shopify or in the returns portal. To do this, open the order in Shopify and click Process and refund.

Using the other button, Refund, further up, you carry out a refund without a direct product reference, in which case the VAT is also not calculated correctly. You should therefore always use the Process and refund option instead.

Here you can choose whether the refund should be processed immediately or later, which payment method should be used, and the amount of the refund. If the checkbox below is enabled, your customers will receive a notification about the refund.

The notice Item cannot be restocked appears if the product has already been restocked elsewhere in Shopify or Pickware.

Finally, click Process and refund €x.xx.

If you want to process the refund at a later time, select the corresponding option at the bottom right and then click Process Return.

In this case, you'll see the following reminder when you open the order in Shopify.

In Pickware, you can create a credit note based on the refund either manually or automatically. You'll find more information in the linked articles.

The stock is increased in Pickware as usual. In Shopify, there's no increase in stock, since this stock isn't meant to be available online. The return then has the note Action required in Shopify.

In Pickware, only the actually received return quantity should ever be confirmed, since both Pickware and Shopify only book stock for exactly the confirmed quantity.

Here you'll find an overview of possible scenarios for returns and refunds of Shopify orders and how they affect order quantity, stock quantity, and accounting.

In general:

This means that the order quantity is reduced in all cases, except when a refund is processed without a product reference.

If the order hasn't been shipped yet, you can adjust the order in the Shopify Admin using the Refund button. Additionally, a credit note can be created in the Pickware Admin. If the order has already been paid, a refund of the corresponding amount can also be processed in Shopify.

Depending on whether you restock the removed product, the following changes occur:

This is the case if the product is damaged, for example, and can't be shipped.

Here, you process a regular return and refund in Shopify. Additionally, a credit note must be created in the Pickware Admin.

Depending on whether you restock the removed product, the following changes occur:

Restocking the product

Not restocking the product

This is the case if the returned product is damaged or defective.

This is the case, for example, if the goods remain with the customer, but the customer still receives a refund due to damage. In this case, no return is created in Shopify or Pickware.

It's important that you always refund the product individually and don't use a general refund amount. In this case, Shopify creates a tax-free item, and since the original product was taxed, this can result in too much money being paid to the tax office.

Product isn't returned to stock and the customer receives a (partial) refund

In this case, a credit note must also be created.

Product is returned to stock and the customer receives a (partial) refund

This case is relevant for certain scenarios in connection with 8returns.

In this case, a credit note must also be created.

Since the order has already been shipped, a subsequent adjustment of the order quantity isn't possible.