Overview
Returns can be processed in the POS if the customer is present in-store. Otherwise, Shopify returns should be processed through Shopify.
Returning a Shopify order in 3 steps
Returned fulfilled orders using these steps. Use Shopify's return button to get started.
Step-by-step
Create a return
IMPORTANT: Wait to proceed until you receive the product(s) from the customer
Once you've inspected the returned product(s), reopen the order:
Begin by pressing the restock button to return the inventory. (If you are not restocking the inventory, skip this step.)
Once the restock is complete, press the refund button to return funds to your customer
If a restock was completed you'll see it notes, and the restock button will no longer be visible.
Only skip using restock when you do not wish to return inventory to availability. For instance, if the product was damaged or is unsellable once returned.
Best practices
Important definitions
Mortar uses Shopify terminology like returns, refunds, and restocks. Because inventory is our primary focus, generally, the term returns will be used.
Return | Initiate a return of inventory |
Restock | Return product(s) to available inventory on hand |
Refund | Refund money to the customer |
The return process depends on the order fulfillment status
Whether a return or a refund can be performed depends primarily on the fulfillment status of the Shopify order.
| Fulfilled Shopify orders | Unfulfilled Shopify orders |
Return | Returns provide the most complete inventory history once a product has been delivered to your customer. Additionally, product exchanges can be handled at the same time. Keep inventory accurate by leaving restock selected |
|
Refund |
| Unfulfilled orders should be refunded. While inventory hasn't been fulfilled/shipped to your customer, the Shopify order was sent to your POS and reduced your available inventory to prevent oversells. Keep inventory accurate by leaving restock selected |
For fulfilled orders, using a return is the best practice. Always keep the restock option selected unless inventory for the product is non-essential.
When to use a return
Returns are the recommended process for all cases when customers change their minds about product(s) on a fulfilled Shopify order.
The order was fulfilled on Shopify
Order was for resellable product(s)
When to restock
Anytime sellable inventory is involved. When a Shopify order is created, Mortar recreates the sale with the product(s) in your POS to ensure your in-store inventory is updated. During a return on Shopify, restocking product(s) will create a return for the product(s) in your POS and ensure your in-store inventory accurately reflects the sellable inventory you have on hand.
When should I NOT restock?
Almost never. But if the inventory is out of stock, not resealable, you sell a service or digital product, then you should skip the restock option.
When to use a refund
A refund involves returning money to your customer. There are two times when a refund is appropriate.
The order is unfulfilled on Shopify
The order was for non-inventoried or non-resellable product(s)
Additional links