Manage returns - Shopify

To set up a return policy, follow these steps:

Note: For details about return policies, go to the Shopify Help Center return rules.

1. Open your Shopify admin.
2. Go to Settings, then choose Policies.
3. In the Written return and refund policy section, enter your store’s return and refund policy, or choose Create from template to generate a default template policy.
4. Choose Save to add your return and refund policy.

Note: You must follow the Prime returns policy for Buy with Prime items and update your existing policies to incorporate the Prime returns policy at About Our Returns Policies.

Notes:

• To process returns you need to complete setting up Buy with Prime on your site. If you haven’t completed the set up process, go to the main menu of the app that you’re using to set up Buy with Prime on your Shopify site.
• Shoppers can initiate a return for a Buy with Prime order only from the order confirmation email they received.
• Update the return policy on your site to help shoppers understand how to start a Buy with Prime return.
• Shoppers can return Buy with Prime orders through Buy with Prime at no extra cost. Shoppers can also initiate returns by contacting merchants, however there may be a fee based on the merchant’s policies.

Shopper returns of Buy with Prime orders

Your shoppers can return Buy with Prime orders using the following steps:

1. Open the order confirmation email and choose View Order.
2. Choose Order Details to see the order details page.
3. Choose Return on the order details page.
   Note: The Return button appears only after the order is delivered.
4. Enter any additional information about the return, such as the reason for the return.
5. Confirm the estimated refund amount and summary of the return details to create the return.
   When the return has been created, a return confirmation email is sent.
6. From the return confirmation email, choose Print Return Label, and then attach the printed label to the package.
7. Drop the return off at the location listed on the return label.

Notes:

• Shoppers can send an email to your email address to request a return label for their Buy with Prime order.
• If your customer loses the order confirmation email, you can send a new one using the Contact customer option on the Orders page in the merchant console.

Notes:

• After you issue a refund, you can’t cancel it.
• For your products that offer Buy with Prime, you must follow the Buy with Prime pre-defined returns policy. You should update your existing returns policy to incorporate the Buy with Prime returns policy. To learn more about the Buy with Prime return policy, go to About Our Returns Policies.

You can process refunds using the following steps:

1. On your Shopify admin, locate the MCF and Buy with Prime app.
2. Go to Console, and then go to the Buy with Prime merchant console.
3. In the Buy with Prime merchant console, on the side menu, choose Orders, and then Returns.
4. Find the order you want to refund, and then choose the Actions icon.
5. Choose Refund.
6. To complete the refund, choose:
   
   1. The items in the order that you want to refund.
   2. Whether you want to send an email notification to the customer. Note: If you choose to add a free-form message to the customer, only include information about the refund and don’t include promotional information.
   3. Whether you’ve already issued a refund through the HAQM Pay console. Note: When you choose this option, the payment status of the item is already Refunded.

When the refund is complete, the status of the item appears as Refunded.