Returns, refunds, and cancellations in Shopify
Order cancellations and returns in Shopify are captured and downloaded to Cin7 Core to update your stock levels.
Prerequisites
You should have connected to Shopify
- You should have configured your Shopify settings.
- If your fulfillment mode for online sales is Auto pick + pack + ship, we recommend also turning on Ignore restock for non-fulfilled sales.
You should be familiar with downloading orders from Shopify.
We recommend mapping Cin7 Core locations to Shopify locations.
Cancel an order that has not been processed by Cin7 Core
Cin7 Core captures order cancellations from Shopify. If the order has not yet been processed by Cin7 Core, Shopify returns the payment to the customer, then Cin7 Core will find and void the associated sale task automatically.
Refund an order that has been processed by Cin7 Core
If the Shopify sale has already been processed by Cin7 Core, you need to process the return and refund in Shopify. Cin7 Core will then capture the refund and restock and apply them to the associated sale order.
Refunds are processed in both No consolidation and Daily consolidation modes.
Restock a returned product at another location
Cin7 Core allows automatic restocking of goods to a different location to the sale location. You need to map Cin7 Core locations and Shopify locations for auto-restocking.
When processing a refund in Shopify, you will be given the option to Restock item at: [Location]. When Cin7 Core captures this kind of refund, Cin7 Core generates an authorized transfer order from the sale location to the restock location to accurately reflect the restock stock movements.
Submit returns request via RMA portal
Your customers can submit returns requests via Cin7 Core RMA Portal if your organization subscription has this feature, allowing customers to initiate the Cin7 Core RMA workflow, and view the status of their returns. This includes sales processed through connected ecommerce channels.
Please note that refunds and restocks processed in this way will not be automatically exported to the ecommerce channel, and will have to be added manually updated within the channel. You may prefer to use the returns workflow offered by Shopify if you do not need the additional RMA workflow features in Cin7 Core.
Refunds for sales predating integration with Cin7 Core
You may need to process returns or refunds for a sale from before when you integrated Cin7 Core and Shopify.
Sales and refund information is imported automatically from the Shopify to Cin7 Core, but you can also manually import refunds.
Automatic import
Cin7 Core checks the sale order date against the date of integration with Shopify. If the sale order date predates the date of integration, the credit note and refund are imported without the corresponding historical sale task.
A sale is created without order lines or invoice lines.
The credit note section shows the refunded items and if a refund was processed in Shopify, it will be applied as a refund here.
The restock section is left empty and no stock adjustments are made.
Manual import
Manually loading orders from Shopify functions in the same way whether the sale took place before or after integration with Cin7 Core.
In your Shopify integration, go to the Pending orders section.
Click Load orders.
Select a date to load sales, including historical sales, as pending orders.
Process the sale associated with the refund. The sale order has order, invoice, pick, pack, and ship lines. It also has credit note and restock lines.
Perform a manual stock adjustment to correct any discrepancies from the refund.