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Managing refunds 

To create and manage refunds in Shopify, follow the steps outlined in the Shopify Help Center article Creating returns and refunds

 

As on Aug 2022, Deliverr supports tracking refunds for returns from Returnly only. This means that when a refund has been issued for a return either from Deliverr or Returnly, the status of refunds will be synced to the return orders in the Deliverr seller portal.

 

In this section: 

 

Initiating a refund

Currently, a refund can be initiated only when a return order is initiated from Returnly and processed by Deliverr. For returns that are not sent to Deliverr, refund cannot be initiated.  Deliverr upon instruction from merchant can initiate a full refund automatically with return management tool (available only for Returnly as of now) for a return order that is inspected and found to be in pristine (new) condition.

For return orders with items that are not in sellable condition or with unexpected items or exceptions, the refund needs to be initiated manually by the merchant to the buyer.

A refund can be initiated only for orders which are yet to be refunded i.e., the refund status for such orders should be  Not initiated. 

 

Steps

  1. For eligible return orders, click on the return order to navigate to the return details page
  2. Click on Refund button below the refund status on the details page
  3. A refund will be initiated with the return management tool (RMS)
  4. RMS will then process the refund to the buyer
  5. The refund status will be synced automatically from RMT and will be visible on Deliverr

Note: Only refunds in full can be initiated from the Seller portal. Partial refunds, or refund adjustments cannot be made while initiating refunds from Deliverr.

 

Understanding refund statuses

  • NOT INITIATED - Refund for the return order is not yet initiated on either portal
  • PROCESSING -  Refund has been initiated and being processed to buyer
  • REFUNDED - Refund has been completed from Returnly to buyer
  • AUTO REFUNDED - Refund has been initiated automatically from Deliverr and completed to Buyer
  • BLANK - This return order is not being tracked for refunds on Deliverr 

 

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