Whether a returns portal is compatible with Pickware for Shopify depends on how it synchronizes returns with Shopify. Pickware does not receive returns from the portal. Instead, it imports them from Shopify with their state and writes changes back to Shopify.
That is why it is not enough to check whether a returns app works with Shopify. In our experience, not all returns portals synchronize with Shopify in the way Pickware needs.
Checked returns portals
easyReturns, 8returns and Returnless have been checked and are compatible with Pickware. They differ in where you process returns: you process returns from easyReturns in Pickware, including with the WMS App. With 8returns and Returnless, processing happens in the portal, and you do not use the WMS App for it.
Shopify's self-serve returns also create returns directly in Shopify, and from there they are imported into Pickware. You can find the guides for the individual portals under Extending Pickware: Solutions for typical requirements with apps.
What matters for other returns portals
We have no first-hand experience with returns portals not mentioned above, for example Loop Returns. They can still work with Pickware. Ask the provider how the portal handles the following four points.
When does the portal create the return in Shopify?
The most important point is when the portal creates a registered return in the Shopify order. If it creates it immediately upon registration, Pickware imports it right away. You can then receive it and put it into stock in the Pickware Admin and in the WMS App.
If the portal only transfers the return once it has been fully processed in the portal, it also only arrives in Pickware at that point. Stock movements and accounting can still be correct, but processing then takes place entirely in the portal. 8returns works this way, for example. How returns from Shopify arrive in Pickware is described in How are returns imported into Pickware?.
Where are returns received and put into stock?
Returns that the portal processes completely on its own are not additionally received in the WMS App. Otherwise the WMS App creates a second return in Pickware and Shopify, and you end up with two returns for the same case.
To prevent this from happening by accident in the warehouse, deactivate the option Allow receiving returns in the WMS App in the Pickware Admin under Settings → Extensions → Pickware WMS in the Goods receipt section.
How does the portal issue refunds?
Refunds must be tied to the return in Shopify, as with Process and refund in the Shopify Admin. A refund unrelated to the return reduces the order quantity, the item can no longer be returned afterwards, and VAT is not calculated correctly.
You then create the invoice correction in Pickware, either manually or automatically via a flow. For more information, see How do I process my returns?.
At which Shopify location does the portal put returns into stock?
If the portal puts returns into stock in Shopify, this must happen at the Shopify location that you have linked to Pickware in the Pickware Admin, in the Sales Channel settings, in the Shopify location selection field. The stock change is then also booked in Pickware.
If you are unsure whether your returns portal meets these points, contact our support team.