Multistore Accounts include support for multistore routing of Shopify Refunds, Returns, and Cancelled Orders based on the original routing. This feature is enabled by turning on Download Refunds on the Orders tab in Apps > Shopify. When Download Refunds is enabled, you can process a refund or cancellation in Shopify and a Return will be created automatically in point of sale in the location the original order was routed to.
NOTE: If your orders are being Archived, be sure to have Download Archived Orders set to On for Automated Refunds to work.
Multistore Refunds in Shopify
Payments for Shopify Orders are captured in Shopify. Therefore, payments must be returned in Shopify. You can initiate a refund by pressing the Refund button on the Shopify Order Detail Page.
You can select the quantity to return on the refund and adjust the refunded payment amount, as needed. More info can be found here. There are two basic types of refunds: Restock and Payment.
Multistore Restock Refunds
For tightest inventory, we recommend adding returns back to stock by checking "Restock Items" when creating the refund in Shopify.
When an Item is restocked, the return created in point of sale will include the line item, any taxes, and a discount line item, if used. Any remaining balance, for instance from refunded shipping, will appear using the "Shopify Refund" product. This is true whether the refund is partial, complete, or a cancellation.
NOTE: When refunding an Order that was routed to multiple locations, the Restocked Items will be returned to locations in the same priority as the line items original routed order.
Multistore Payment Refunds
In some cases, you may simply just need to refund an amount of money that is not necessarily tied to one of the line items. For instance, if a shopper forgot to use a promo code or if a customer service credit is being applied.
In these cases, any amount up to the total can be refunded. Simply adjust the refund amount as needed.
The refund will be created in point of sale using the "Shopify Refund" product only and assigned a value that, together with any taxes, equals the refund value.
NOTE: When refunding an Order that was routed to multiple locations, the Shopify Refund value will be returned to locations in the same priority and value as the line items on the originally routed order.
Shipping Refunds are also downloaded using the "Shopify Refund" product. Any amount up to the shipping total can be refunded. Simply adjust the shipping refund amount as needed.
NOTE: When refunding an Order that was routed to multiple locations, the Shopify Shipping Refund value will be returned to the first location the Order was routed to, just as the original Shipping charge.
In Lightspeed Onsite
If you are using Lightspeed Onsite point of sale, be sure to apply the Shopify payment method to both the original invoices and the return invoices to ensure that your accounts balance out properly.
Cancelled Orders in Shopify
Cancelled Shopify Orders are also processed by Channels. They are processed in two ways:
- Pre-Download - Shopify Orders that are cancelled before being downloaded by Channels will be ignored.
- Post Download - Shopify Orders that are cancelled after being downloaded by Channels will create a Return in point of sale that includes all remaining items from the Cancelled Order. This ensures that inventories and payments are correct in point of sale.
Check out more Multistore features: