Returns feedback Shopify V2

Purpose: This article explains the Returns feedback for Shopify V2, offering key insights into how it works and what benefits it brings.

Related articles:

→ Shopify V2 Integration

→ How to create a return

Sending return feedback

Managing returns across multiple platforms can be time-consuming and inefficient. Previously, Shopify and Sendcloud did not sync return statuses, requiring merchants to manually update both platforms. With the Shopify V2 integration, Sendcloud now automatically syncs return status updates, ensuring that your Shopify dashboard always reflects the latest return progress without extra manual work.

How It Works

When enabled, Sendcloud automatically updates Shopify with return statuses for previously fulfilled orders. An order must be marked as fulfilled in Shopify before it can receive return updates. This can happen in two ways:

• In Sendcloud: A shipping label has been created.
• In Shopify: The order's fulfillment status is set to fulfilled.
  

Once a return is created in Sendcloud, the linked Shopify order is updated to Return in progress. This update now includes:

• The tracking number.
• The return reason.
• The selected refund method—displayed as an order tag. Based on the refund method chosen, the tag will appear as one of the following:
  • Sendcloud Return: Exchange
  • Sendcloud Return: Money back
  • Sendcloud Return: Store credit

For returns processed using the exchange refund method, the exchange note (entered by the buyer in the Return Portal) is also shown in the Notes section of the Shopify order. This enhancement ensures that all relevant return details—return reason, refund method, and exchange note—are available in one place, streamlining the returns process for merchants.

When the return is completed in Sendcloud, the order status in Shopify changes to Returned.

Return Status Updates Sent to Shopify

Sendcloud pushes return status updates to Shopify at the following moments:

• Return requested – When a return is initiated (Return Requests enabled).
• Return created – When a return is fully registered in Sendcloud.
• Return completed – When the return process is marked as finished in Sendcloud.
• Return cancelled – When the return is cancelled before completion.

Supported returns

Return status updates are available for return created through the following methods:

✅ Return Portal

✅ Return Portal with Return Requests enabled

✅ Return Portal without outgoing shipment (if order fulfilled from Shopify)

✅ Manual Return started from order (pre-filled MRF)

✅ Label in the Box

Return reason mapping

Shopify has a predefined list of return reasons. Sendcloud maps its return reasons to Shopify's, but any unsupported reason is categorized as Other. The original return reason is still passed as a returnReasonNote for reference. This ensures accurate tracking and consistent status updates between Sendcloud and Shopify.

FAQ

Can I create multiple returns for the same Shopify order?

Yes, but only if each return includes different items from the order. If you try to return the same item more than once, Shopify will not sync the additional returns. This is because Sendcloud allows multiple returns for the same item, while Shopify does not.

What happens if I cancel a return in Sendcloud?

If a return is cancelled in Sendcloud, the order’s fulfilment status in Shopify reverts to Fulfilled. This means the order is no longer marked as a return, and Shopify treats it as if the return never happened.
💡 Tip: If the return was cancelled by mistake, you’ll need to create a new return in Sendcloud to sync it again with Shopify.

What happens to the order status in Shopify if a return request is declined?

If you do not approve a customer’s return request, Shopify will first update the order status to Return in progress. However, if the request is declined, Shopify will automatically revert the order status back to Fulfilled.