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Process a Refund or Credit Return with Returns Manager

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Caitlin
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Overview

Returns Manager gives you the flexibility to process refunds for your customers directly from within the app's admin, or use Shopify's gift card functionality to offer store credit.

Refunding works similar to the way that the refund portal available within the Shopify admin works. You'll be able to see the notes a customer has left about their order and why they want a refund. You can also set up returns to be automatically approved if it fits with your store's return policy.

Customers are able to leave notes to indicate they would like a store credit, instead.

Select one of the following accordions to view the instructions:

Issuing a refund in Returns Manager

To process a refund with Returns Manager, please follow these steps:

  1. From Shopify's admin, select Apps.

    Select the Apps option on the left-hand side of your Shopify admin

  2. Select Returns Manager by Bold.

    Select Returns Manager by Bold from your list of apps

  3. Select Returns.

    From the top navigation menu, select Returns

  4. Select Pending Requests.

    From the Returns dropdown menu, select Pending Requests

  5. Select Approve, next to the return you would like to process.

    Find the order number you'd like to approve, then select Approve to the far-right (between Edit and Deny)

  6. Select OK.

    Select OK in the bottom-right of the pop-up menu

  7. Select Active Returns.

    Below the title of the page, select the Active Returns tab (between the Pending Requests and Archived Returns tabs)

  8. Select Refund.

    On the right-hand side, select the Refund button (between Internal Note and Edit; third option from the right)

  9. Complete the fields and select Refund.

    In the bottom-right of the pop-up window, select Refund

Issuing store credit in Returns Manager

Follow the steps in the above refund process, checking the "Customer Note". If they'd like a credit return, you'll follow the same steps, however instead of selecting "Refund" you'll follow these steps:

  1. From Shopify's admin, select Products.

    Select the Products option on the left-hand side of your Shopify admin

  2. Select Gift cards.

    Select Gift Cards from within the Products drop-down menu on the left-hand side

  3. Select Issue gift card.

    Along the top on the far-right side, select Issue Gift Card

  4. Edit the Code (optional).

    In the pop-up window, the first textbox is the gift card code. It will be automatically generated, but you can change it if you want

  5. Select the Initial value.

    Below the Code text box, select the initial value (from left to right: ten dollars, twenty-five dollars, fifty dollars, one hundred dollars, other

    • If you select Other, enter the gift card amount.

      Below the values, use the text box to enter in the gift card's amount if you chose 'Other'

  6. Enter the customer name.

    Below the values, search for the customer's name who is doing the return

  7. Select the customer.

    Select the customer from the list results

  8. Edit the expiration date (optional).

    On the far-right side, select the pencil icon to edit the expiration date if you'd like (by default it is set to never)

    • If you enable an expiration date, select the date.

      If choosing a different expiration date, use the calendar to change the expiration date

  9. Enter a Note for this gift card for your own reference.

    At the bottom of the window, use the large text box to enter a note for yourself that will not be shared with the customer

  10. Select Issue gift card.
    Note: After selecting Issue gift card, your customer will be emailed their gift card through Shopify.

    In the bottom-right corner, select Issue Gift Card (on the right-hand side; to the left is a Cancel button)

Once you've gotten confirmation from your customer that they've received their gift card and are satisfied with the return process, you can archive their return.

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