Contents
Occasionally, due to a variety of circumstances (such as if a shopper changes their mind, or a specific order is no longer in inventory for fulfillment), repurchase orders and exchanges need to be canceled or adjusted, prior to fulfillment. We'll describe what you have to do to resolve these issues with these 3 main scenarios.
Repurchase Without Uplift
When a repurchase without uplift (the items are the same price) occurs, there are two paths a merchant can take to issue a refund to the shopper: one in Returnly and the other in Shopify.
In Returnly
You (the merchant) can initiate a Return of Repurchase (RoR) RMA for the repurchase order item(s). With the RoR RMA created, your team can then transition the RMA to the Delivered status using the “Item(s) Delivered” button. With the RMA in a Delivered status, they can settle the RMA in Returnly, thus triggering an automated refund back to the shopper’s original form of payment on the original order in Shopify.
Important to note - if their team had already issued a refund to the original order in Shopify, Returnly will default to a refund in the form of store credit.
In Shopify
You can cancel/void the repurchase order in Shopify. Once canceled, the merchant can manually issue a refund to the shopper’s original payment method on the original order (included in the repurchase order Notes field).
Repurchase With Uplift ('Deduct from Refund' in standard checkout flow)
When a repurchase with uplift occurs (the new item is more expensive than the original item), there are again two paths a merchant can take to issue a refund to the shopper: one in Returnly and the other in Shopify.
In Returnly
You (the merchant) can initiate a Return of Repurchase (RoR) RMA for the repurchase order item(s). With the RoR RMA created, the merchant’s team can then transition the RMA to the Delivered status using the “Item(s) Delivered” button. With the RMA in a Delivered status they can settle the RMA in Returnly, thus triggering an automated refund back to the shopper’s original form of payment on both the repurchase order and on the original order in Shopify.
In Shopify
You can cancel/void the repurchase order in Shopify. This cancelation of the order in Shopify will trigger a refund to the uplift payment method on the repurchase order, as well as a ‘refund’ to a test payment gateway. The remaining refund issued to the test payment gateway will need to be issued back to the original order in Shopify. Once canceled, you will then need to manually issue a refund to the shopper’s original payment method on the original order (a link to it is included in the repurchase order Notes field for reference).
Variant Exchange (No potential for uplift)
Where a variant exchange occurs we would advise the merchant to create a Return of Exchange (RoE) RMA within Returnly. This process would follow the same process of:
In Returnly
The merchant can initiate a Return of Exchange (RoE) RMA for the exchange order item(s). With the RoE RMA created, the merchant’s team can then transition the RMA to the Delivered status using the “Item(s) Delivered” button. With the RMA in a Delivered status they can settle the RMA in Returnly, thus triggering an automated refund back to the shopper’s original form of payment on the original order in Shopify.
If you don't want to initiate an RoE RMA they can proceed with the outlined path for refunds to the original order in Shopify, as shared above under In Shopify.
>> Related: If you are using Shop Collections (exchanging for a new product), view this article on learn how to manage canceled or adjusted repurchases and exchanges.
>> Learn more on Refunding a Return of Repurchase or Return of Exchange here.
