Refunds

Shopwaive keeps your customers satisfied and business in-house. Process Shopify Order returns and exchanges with store credit refunds

Full or partial line-items refunds with store credit is made easy with Shopwaive

You have two options for issuing store credit refunds with Shopify and Shopwaive. We recommend Refunds via Shopify Flow if you want to automatically update fulfilled and inventory quantities.

Refunds via Shopify Flow

If you would like to to issue Shopwaive store credit instead of refunding to the original form of payment AND keep inventory and fulfillment levels up-to-date on the Order details page, this refund option is the most recommended. With Shopify Flow, you will automate adjustments to the Order details, including adding tags, notes, update inventory and fulfillment quantities.

If you plan to manually adjust inventory levels after a refund is processed you can still use this option or see Refunds via Admin extension

Contact support@shopwaive to receive help setting up the Shopify Flow that automates this refund process, we typically respond in an hour or less, or simply follow along below. This process usually takes less than 5 minutes to setup.

With this flow, you will be able to automate refunds with store credit while keeping your inventory and fulfillment data synced. Brands may wish to offer an alternative to conventional refunds to the original form of payment (OFP). In this case, store credit and gift cards are an excellent opportunity to keep customers satisfied while also committed to repurchasing from your shop.

With each refund method available with Shopwaive, instead of refunding the original form of payment, new store credit is issued to the customer. With both Shopify's native refund process and Shopwaive refunds, your customer service teams have an additional tool available to satisfy customer requests (not either or, but both are available)

Shopify's native refund process is associated with payment that is returned (credited) to the original form of payment (OFP). Since with a store credit refund, payment is not refunded to the original form of payment, the order is not marked "Refunded" in the Shopify Admin. This is the correct behavior since if later the customer reaches out to your support team, and even though they were originally satisfied with a store credit, for any number of reasons they may later insist on an OFP refund, because the order has not yet processed a refund to the original form of payment, this option is still available on the order. While, at the same time, with Shopwaive's Refund Flow, you can keep track of the store credit refund on the account with the Order tags and notes placed on the order, as well in the Order timeline.

Setup

Step 1: After installing the Shopify Flow app, simply download and import the Shopwaive refund flow into Shopify Flow. After importing the flow, make sure to turn the flow on by clicking the Turn on workflow button

Refund in store credit, update inventory, and add tags and notes to the order

Step 2: Initiate a Refund from the Order details page using Shopify's native refund process

Click Refund from the top of the Order details page

Step 3: Choose the items and quantities that you wish to refund in store credit

Step 4: For the Reason for refund type Shopwaive

Step 5: For the Refund amount, type 0.00. This is the amount to be refunded to the original form of payment. Since we are not crediting the credit card or the original form of payment on file, enter 0.00. In this example, the total amount that will be refunded in store credit is equal to the Refund total of $317.50

Step 6: (Optional) If you want to restock these refunded items, then check the Restock items checkbox

Step 7: (Optional) If you want to send an email notification from Shopify's Refund email template, then check the Send a notification to the customer checkbox and update your Refund Notification email template from the Shopify Admin with Shopwaive's modified version and replace the default 6% tax with your tax lines. For a simplified version, you may choose to use the snippet in Step 11. Otherwise, you can leave this unchecked and choose to instead use Shopwaive's email service to notify the customer of their new store credit balance

Step 8: Click the button labeled Refund $0.00 to process the refund

Enter 0.00 for the Refund amount and type Shopwaive for the Reason for refund

Step 9: After processing the refund, you will notice the removed items from the order and the Unfulfilled quantities and inventory levels have all been updated and restocked to inventory. You will also notice a Refunded with Shopwaive tag added and an order note with the date of the refund.

Refunded order details, including Unfulfilled quantities and inventory levels are automatically updated

Step 10: Inside the Shopwaive app, the customer's line item refund quantities and store credit balance are updated and can be exported for transactional record keeping purposes.

Customer account as viewed from inside the Shopwaive app

Step 11: If you would like to continue using Shopify's native Refund email notification template, you can update it with the snippet below. Contact our team at [e-mail], we're glad to help to add this to your template. For a more complex Refund Notification email template, use this version and replace the default 6% tax with your tax lines.

{% if amount != 0 %}
{% capture email_body %}Total amount refunded: <strong>{{ amount | money_with_currency }}</strong>. It may take up to 10 days for this refund to appear in your account.{% endcapture %}
{% endif %}

{% if amount == 0 %}
{% assign total_store_credit = 0 %}
{% assign total_store_credit_lines = 0 %}

{% for refund_line in refund_line_items %}

{% assign total_store_credit = refund_line.line_item.final_line_price | times: refund_line.quantity | divided_by: refund_line.line_item.quantity | plus: total_store_credit%}

{% assign total_store_credit_lines = total_store_credit_lines | plus: 1 %}
{% endfor %}
{% capture email_body %}{% if total_store_credit_lines > 1 %}Total amount refunded in store credit: <strong>{{ total_store_credit | money_with_currency }}.</strong>{% endif %}
<h3 style="margin-top:25px">Total refund summary</h3>
{% for refund_line in refund_line_items %}
<div>
<p>QTY: {{ refund_line.quantity }} / {{ refund_line.line_item.quantity }} of {{ refund_line.line_item.title }} for a total amount of <strong>{{ refund_line.line_item.final_line_price | times: refund_line.quantity | divided_by: refund_line.line_item.quantity | money_with_currency }}.</strong>
</p>
</div>
{% endfor %}
{% endcapture %}
{% endif %}

An example of a revised Refund email template

Shopify Refund Template with line item details on refunded store credit

Refunds via Admin extension

Inventory levels and fulfillment items are not adjusted on the Order resource if you use this option, only order notes and tags are adjusted. If you need to automate adjustments to inventory and fulfillment line items while processing store credit refunds, see Refunds via Shopify Flow

If you visit the Order details page within the Shopify admin, click the More actions button at the top, and click Refund Store Credit

Shopwaive Refunds allow you to issue store credit to a customer's Shopwaive account that they can redeem on future purchases (i.e. via their Account page, Checkout extension, or Shopify POS Smart Grid Tiles). During the refund process, notes and tags can be added to the original order, which are also added to the timeline, this allows for easily referencing what actions have occurred on the order, and when they were taken.

By contrast, Shopify's native refund process displays a Refunded line item on the order details if it exists. Shopify is only able to issue refunds to the original form of payment (OFP). And the amount to be refunded is always reduced by the amount already returned to the original form of payment (if any).

By contrast, with Shopwaive's Refund Store Credit Admin extension, you can issue a refund in store credit for any amount on any given order. The refunded amount is deposited in their Shopwaive account, instead of the original form of payment. You can process additional refunds in any amount for the same order, if you desire. Each time you refund in store credit, a new note is displayed on the order, so can keep track if a refund has already been issued.

All of the credit refunds are tracked in Shopwaive's databases, so you can export a ledger of each transaction including multiple refunds for the same order if they exist. Teams using Shopwaive have maximum flexibility as the Shopwaive refund process does not place limits on how much credit you can refund or how many times you can refund, this is up to the customer service and web sales teams. In the same way, the refund process also does not impact your inventory levels, if an adjustment on inventory is needed after a credit refund then this is completed manually, depending on the condition of the item (if it can be restocked or discarded).

Process partial returns by selecting which line items you want to credit the customer. Partial store credit can be issued for select quantities of product merchandise, shipping costs, taxes, discounts, or prior store credit applied

After selecting which items to refund with store credit, you'll be provided the opportunity to send an automated email notification to the customer or edit a custom message that lets them know they've been refunded and provides a backlink to your site to redeem their credit.

Issue partial refunds, select line item refunds with store credit

Enterprise features require the Shopwaive Checkout subscription plan. Contact us at [e-mail] to learn more

Issue partial credit from existing orders from the Shopify mobile app

Quickly issue partial store credit with Shopwaive by following these steps

Give Refunds — Step-by-step:

1. Click the More Actions button on the Order details page

2. Select Refund with Store Credit from the More Actions drop down menu

3. (Optional) For partial refunds, click the line items in the order to adjust the number of quantities to credit

4. (Optional) You can also click the Taxes, Shipping, Discounts, and prior Store Credit line items listed in the Totals table of the order to add or remove these amounts from the refund total

5. Use the Clear all and Reset links to quickly zero out all items and reset to the original order quantities, respectively

6. Once you finalize the refund amount, click the Refund button to instantly issue store credit to the customer

7. (Optional) You will be given the option to create a message and send an email notification to the customer

Issue partial credit with Shopwaive Refunds

Have questions on any specific features? Contact us