Purpose: This article explains the Returns feedback for Shopify, offering key insights into how it works and what benefits it brings.
Related articles
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 integration, Sendcloud now automatically syncs return status updates, ensuring that your Shopify dashboard always reflects the latest return progress without extra manual work.
How to activate it
Follow the next steps to automate return syncs:
- Log into your Sendcloud account
- Go to Settings > Integrations > Find your Shopify integration and click Configure
- Under the section Feedback to the shop, check the box Sync Returns created in Sendcloud to Shopify
- Click Save to save the changes.
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
Important notes for Shopify return updates
Return updates are only sent to Shopify if Sendcloud can access the original shipment data linked to the order.
Sendcloud retains shipment data for approximately 365 days. If a return is created after this period, the required fulfillment data may no longer be available, and the return will not be synced to Shopify.
This can occur in scenarios such as:
- Returns created long after delivery
- Warranty or after-sales returns (e.g. months later)
- Delayed return processing
If a return is created after this period and is not reflected in Shopify, you will need to manually update the order in Shopify.
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.
Overview Sendcloud return reasons mapped to Shopify’s predefined reasons
| Return Reason ID | Return Reason in Sendcloud | Return Reason in Shopify |
| 1 | Product did not match expectations | |
| 3 | Other (explain in message) | Other |
| 4 | Incorrect product ordered | |
| 6 | Product did not match description on the website | Item not as described |
| 7 | Wrong product shipped | |
| 8 | No reason | Unknown |
| 9 | Rent | |
| 10 | Does not work | |
| 11 | Changed my mind | Customer changed their mind |
| 12 | Did not meet expectations | |
| 13 | Excessive amount | |
| 14 | Better price available | |
| 15 | Accidental order | |
| 16 | No longer needed | |
| 17 | Sample | |
| 18 | Looks different than expected | |
| 19 | Ordered more than one size | |
| 20 | Arrived too late | |
| 21 | Poor quality / Faulty | Damaged or defective |
| 22 | Does not fit properly | |
| 23 | Does not suit me | Size |
| 24 | Incorrect product received | Received the wrong item |
| 25 | Parcel damaged on arrival | |
| 26 | Wrong size ordered | |
| 27 | Wrong color ordered | Color |
| 28 | Does not function as expected | |
| 29 | Recycle or reuse packaging | |
| 30 | Size too large | Size too large |
| 31 | Size too small | Size too small |
| 32 | Holiday season return |
FAQ
The return sync isn’t working. What should I do?
If returns are not syncing to Shopify, check the following:
✅ Your Shopify integration is reinstalled (especially if it was set up before October 22, 2024).
✅ The Shopify order was fulfilled before the return was created.
✅ You are not returning the same item twice, as Shopify does not support duplicate returns.
✅ The return was created more than 365 days after shipment, so shipment data is no longer available.
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.
How long does it take for returns to sync with Shopify?
Syncing return updates between Sendcloud and Shopify happens almost instantly. However, in rare cases, it may take a few minutes for Shopify to reflect changes.
If you notice a delay, try refreshing your Shopify dashboard. If the return still hasn't synced after 10 minutes, check that:
- Your Shopify integration is reinstalled.
- The order was fulfilled before the return was created.
- You’re not returning the same item twice.
Do returned items restock automatically in Shopify when a return is processed?
No. When processing a return in Shopify, merchants have the option to restock the item, but this does not happen automatically. Restocking is part of the return workflow in Shopify and must be decided by the merchant at the time of processing the return. Currently, there is no automation in place for refunds or restocking within this functionality.
Why isn't my return fee showing up in the Shopify order?
Sendcloud syncs the return fee to the Shopify order only when both of these conditions are met:
- The return fee is in EUR or GBP.
- The return fee currency matches your Shopify store currency.
If either condition isn't met, the return still syncs to Shopify as usual, but without the return fee.