A return created in Shopify can be either a Customer-initiated return or a Failed delivery return.
If you have enabled the return sync for your Shopify store on your Eshopbox workspace,
A return will be created in Eshopbox whenever a return is created on your Shopify store.
The status of the return will automatically be updated on your Shopify store whenever a return is updated, cancelled, or marked as completed in Eshopbox.
Below is the return statuses that are synced from Eshopbox to Shopify:
Action | Eshopbox Status | Shopify Return Status |
Return is Created | Awaiting pickup | Return requested |
Return Picked-up | Return on the way | Return in progress |
Return in Transit | Return on the way | Return in progress |
Return Received | Return in processing | Return in progress |
Return Cancelled | Delivered | Fulfilled |
Return Completed | Returned | Returned |
Return pick-up attempted but failed | Awaiting pickup | Return in progress |
Restocked | Restocked | Returned |
Quarantined | Quarantined | Returned |
Lost in Processing | Lost in processing | Returned |
Damaged | Damaged | Returned |
In this article, you will learn
Managing Customer initiated returns
A customer-initiated return is created when a customer has initiated a return via their customer portal. Learn here how to create a return.
Whenever a return is created on your Shopify store, a corresponding return will be created in Eshopbox. A tracking link for the created return will be generated and shared with your customers via Email or WhatsApp.
This tracking link will redirect your customers to the return tracking page, where they can view the status of their return.
You can also embed this tracking link in the Manage Order button on the My Orders page of your Shopify store. Learn here how to set up order tracking on your store.
Understanding Customer initiated return status journey
Once a return is created in Shopify, its status is updated as Return Requested in Shopify and Awaiting pickup in Eshopbox.
Once the return is approved an expected pickup date and tracking ID is assigned to it.
Once the courier partner picks up the return, its status is updated as Return on the Way in Eshopbox and Return in Progress on Shopify.
Once the return reaches the fulfilment location, its status is updated to Return in Processing on the Eshopbox workspace and Return in Progress on Shopify.
Once the quality checks are performed on the returned item, its status is updated accordingly as Restocked, Quarantined, Damaged, or Lost in Eshopbox and Returned on Shopify.
The refund will be initiated to the customer based on the selected refund method. You can review the refund resolution details on your Eshopbox workspace by navigating to the Returns tab.
Note:
If the return pickup is cancelled, the status of the order will get updated as Fulfilled on Shopify and Delivered in Eshopbox.
If your customer wants to self-ship the return or use any third-party shipping service, the return status will remain as Return in Processing in Eshopbox until the return is received and processed at the fulfilment location.
Managing failed delivery returns
A failed delivery return is created when the courier partner initiates the return due to unsuccessful delivery, incorrect or inaccurate delivery address, customer unavailability, customer refusal, order cancellation, etc.
Understanding failed delivery return status journey
When the courier partner fails to deliver an order to the customer, the order status is updated as On the Way - Failed in Eshopbox and Attempted delivery on Shopify.
Once the courier partner marks the order as RTO, its status is updated to Return on the Way in Eshopbox and Return in Progress on Shopify.
Once the quality checks are performed on the returned item, its status is updated accordingly as Restocked, Quarantined, Damaged, or Lost in Eshopbox and Returned on Shopify.
The refund will be initiated to the customer based on the selected refund method. You can review the refund resolution details on your Eshopbox workspace by navigating to the Returns tab.
Note: If the courier revokes the RTO and gets the order delivered to the customer, the status of the order will be updated as Fulfilled on Shopify and Delivered in Eshopbox. No return journey will be recorded in this case.
FAQ
Will the status of a draft return get updated on Shopify?
To ensure that the draft return status is updated in Shopify, you must create a return only then will the return information be properly mapped and updated in Shopify, reflecting the accurate status of the return.