Help
Log in

Processing returns and refunds using Shopify POS

Processing a return or refund using Shopify POS lets you quickly help your customer if they want to return an item or receive a refund. You can refund orders fully or partially, manage returned items, and choose if you want to restock products at your currently assigned location.

On this page

Requirements for returns or refunds

To return or refund an order, staff members must have the Return and exchange orders permission. Staff also require permissions to take any of the following actions with returns:

  • To return ineligible items, staff members must have the Return ineligible items permission.
  • To create unverified returns, staff members must have the Create unverified returns permission.
  • To complete in-progress returns, staff members must have the Complete in-progress returns permission.
  • To manage where items get restocked, staff members must have the Manage item restock permission.

Learn more about staff permissions.

Considerations for returns or refunds

Before you process a return or refund, review the following considerations:

Payment and refund limits

  • The amount that a customer paid with a payment method is the maximum that you can refund with that payment method.
  • If you refund an item that's part of an order being paid for in multiple payments, or edit the order, then you can't receive additional payments on that order.

Inventory and restocking

  • Refunded items are added to the inventory of the assigned location.
  • Products fulfilled by a third-party logistics provider can only be restocked to their original location, not the current POS location.

Order eligibility

  • If an order already has a return in progress from the Shopify admin, then you can't process a refund on Shopify POS until the return is closed. Learn how to cancel a return.
  • Shopify POS might not support refunds for orders placed through some third-party channels. You'll need to refund the order in the Shopify admin.
  • To process a refund without reference to an order, you can complete an unverified return.

Return rules

  • If your location is on Shopify POS Pro, then you can use return rules. Return rules determine when customers can request returns and how return fees apply to your store.

Return or refund an order using Shopify POS

You can return and refund orders using Shopify POS. The amount that a customer paid with a payment method is the maximum that you can refund with that payment method. Orders paid with a custom payment method can only be refunded with the custom payment method.

Step 1: Start the return

  1. From Shopify POS, tap the Order icon.

  2. Tap the order that you want to create a return for.

  3. Tap Return or exchange.

  4. Tap + or - to enter the quantity of each item that you're refunding.

  5. Optional: If you want to refund the tip, then tap Refund tip.

  6. Optional: If you want to refund the shipping cost, then tap Refund shipping.

  7. Optional: Tap Return reason to display a list of options to choose from for the return.

  8. Optional: Add a note to the Note field.

  9. Optional: If you want to restock the item at your location, then activate Restock at this location.

  10. Optional: Tap an item in the cart to open an action tray. When the action tray opens, you can take the following actions:

  • If you want to remove the item from the return, then tap Remove.
  • If you don't want to return an item to your inventory, then tap the item in the cart, and then tap Restock at this location to deactivate the restock option.
  • If you want to view the original order details, then tap View order details.

Step 2: Process the refund

  1. When you're ready to process the refund, tap Refund.
  2. Select the payment method for the refund.
  3. Optional: If you select Split refund, then select the first payment method, and then enter the value that you want to refund to that method. Tap Next, select the second payment method, and then enter the value that you want to refund to that method.
  4. Tap Next.
  5. Optional: Provide a receipt to the customer.
  6. Tap Done.

Require return reasons

You can require staff to include a reason for every return or exchange that they process on Shopify POS.

Steps:

  1. From your Shopify admin, go to Point of Sale > Settings.

  2. In the Returns section, activate Require return reasons.