For returns via 8returns, the processing of returns mostly takes place directly in 8returns. This means that returns registered via 8returns must also be processed in the 8returns dashboard. Provided the return was not rejected, there are three possible outcomes after processing:
Refund – The amount is refunded via Shopify.
Exchange – 8returns creates a new order in Shopify.
Voucher – 8returns creates a value voucher in Shopify.
Depending on the outcome, the corresponding information is synced to Shopify, and only then is it also synced to Pickware. Based on the transmitted data, you can then finally create a credit note and send it to your customer.
Please note that a return received via the 8returns portal must never be processed with the WMS App. You can find the background on this and how to proceed if you have accidentally processed an 8returns return with the WMS App further below.
Frequently asked questions about 8returns
Is 8returns compatible with Pickware?
Pickware's automatic stock movements and accounting are compatible with 8returns. If the option Sync returns data with Shopify is enabled in 8returns, returns are automatically transferred to Shopify as soon as they have been fully processed. These returns are automatically imported into Pickware, and stock movements are automatically generated. In addition, a credit note for the return can be generated in Pickware either manually or automatically via a flow.
Why must an 8returns return not be processed with the WMS App?
8returns does not process returns, refunds, or stock movements that are created outside of 8returns. At the same time, returns created in 8returns are only transferred to Shopify (and therefore also to Pickware) once they have arrived at the warehouse and have been fully processed with 8returns. Fully processed returns are not shown in the WMS App.
If you process all your returns through a returns portal, you can also disable the acceptance of returns in the WMS App by going to Settings → Extensions → Pickware WMS and disabling the corresponding option in the Goods receipt section.
What happens if I accept an 8returns return with WMS?
Since the 8returns return does not yet exist in Shopify and therefore not in Pickware either, accepting the return with WMS automatically creates a new return in Pickware and Shopify. As soon as the return has been put into stock or refunded in Shopify, the newly created return can no longer be cancelled. Two returns for the same return event now exist: one in Pickware and Shopify, plus an additional return in 8returns.
Does this problem only exist between 8returns and Pickware?
No. Since 8returns does not process returns that exist outside of 8returns, all the resulting issues would occur equally if you were to create the additional return directly in Shopify.
Does it make a difference whether the additional return was created with WMS or via the Pickware Admin?
No. The problems described affect all additional returns created with Pickware, regardless of whether they were created in the WMS App or the Pickware Admin.
What do I need to do if I accidentally accepted an 8returns return with WMS?
First, you need to check whether, in addition to the return created with Pickware, a return from 8returns was also transferred to Shopify.
You may already receive an error message in the 8returns dashboard stating that the return could not be created because, due to the return created by Pickware, there was no longer sufficient stock in the order in Shopify. In this case, Shopify prevented 8returns from creating the return, and your stock is correct. Please contact 8returns support to process the return in the 8returns portal.
If no error message appeared and a return was also created by 8returns, two returns now exist for the same return event, including the associated stock movements and the data for the refund, exchange, or voucher issuance. You therefore need to correct your stock and check that no duplicate refund has occurred.
What happens during an 8returns exchange?
If your customer has requested an exchange in 8returns, 8returns first creates a draft order in Shopify with a free product (coupon). As soon as 8returns has successfully processed the return, the draft order is converted into an actual order.
If the conversion was successful, the return created by Pickware must not be refunded, so that both a refund and an exchange don't happen at the same time. This would amount to a duplicate refund.
If the draft order could not be converted into an order, you can convert the order manually. In this case as well, the return created by Pickware must not be additionally refunded, in order to avoid a duplicate refund. Where possible, discuss the specific procedure directly with 8returns support.
When will 8returns be compatible with Pickware WMS?
Pickware already uses all current and intended APIs provided by Shopify. Any necessary adjustments to make Pickware WMS and 8returns compatible must therefore be made on the side of 8returns. For this reason, we are unable to provide a binding commitment as to when 8returns will be compatible with Shopify returns and therefore with Pickware WMS.