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How does Reshop Work With Shopify?

Updated

How does Reshop Work With Shopify?

Reshop simplifies and streamlines the returns process by integrating directly with Shopify (via a Shopify app) for retailers who use that as their order management system. When a customer initiates a return from the Reshop Returns Portal, Reshop automatically creates and updates the corresponding return in Shopify. Here’s how the integration works:

Summary

Return Creation:

  • Initiated by the customer in the Reshop Returns Portal.
  • Return is automatically created in Shopify with corresponding Reshop IDs and states.
  • Order and returns are tagged for easy tracking and prevention of duplicate returns.

Return Acceptance:

  • Can be considered accepted at first carrier scan, upon warehouse delivery, or after warehouse inspection.
  • A 3-business-day window allows you to adjust or reject returns post-delivery before automatic acceptance takes place.

By leveraging Reshop’s integration with Shopify, you streamline the returns process, reduce manual work, and maintain full control over how and when returns are accepted.

1. Return Creation

Initiation:
When a customer starts a return using the Reshop Returns Portal, Reshop will:

  1. Create a corresponding return in Shopify:
    The return request details are automatically added to your Shopify order, eliminating manual data entry and ensuring seamless record-keeping.

  2. Add Reshop IDs and Return States:
    Within the Shopify order’s “Additional Details” section, you will see a Reshop Reference ID and RMA ID associated with the return. You will also see a “Reshop State” field, indicating the current refund claim status:

    1. Available: The refund has not yet been claimed by the customer.

    2. In Progress: The refund is pending disbursement.

    3. Complete: The refund has been successfully claimed by the customer.

    4. Rejected: The retailer has rejected the refund.

    5. Cancelled: The refund was cancelled due to reasons like customer cancellation, delinquency, or expiry.

    6. Adjusted: The refund has been modified or partially adjusted.

  3. Order Unarchiving & Tracking:
    Once a shipping label is generated, Reshop will:

    1. Unarchive the order (if it was archived).

    2. Create the return within Shopify.

    3. Add the associated tracking number for the return shipment.

  4. Return Status and Tagging:
    The return status in Shopify will be set as "return in progress." Additionally, the following tags will be applied to the order:

    1. reshop-return-open: Indicates that a Reshop return is currently in progress.
      If you use Loop, we recommend using this tag to prevent customers from initiating duplicate returns via Loop. This tag will be removed once Reshop closes or cancels the return.

    2. reshop-returned: This tag will remain on the order permanently, signifying that at least one Reshop return was created against that order at some point in time.

2. Return Acceptance

Reshop provides flexibility in determining when a return is considered “accepted.” This helps ensure that you can align Reshop’s return workflow with your internal warehouse operations and inspection processes.

Advanced Shipping Notifications (Optional):
If you would like to receive Advanced Shipping Notifications (ASN), Reshop offers an optional endpoint. Please have your technical teams reach out to Reshop to inquire and set these up.

Points at Which a Return Can Be Accepted:

  1. First Scan (Drop-off):
    When the customer drops off the package and the carrier scans it, if you are subscribed to the ASN webhook, you will receive an in_transit event. This can serve as an early indicator of acceptance if you prefer.
  2. Upon Delivery to Your Warehouse:
    Once the package arrives at your warehouse, many retailers consider the return as “accepted” at this delivery stage.
  3. After Inspection:
    If you prefer to thoroughly inspect the returned items before accepting the return, you have up to 3 business days after delivery to your warehouse to adjust or reject the return. By default, after 3 business days, if no action is taken, Reshop will consider the return accepted.

How to Adjust or Reject After Inspection:

You have two ways to manage returns post-inspection:

  1. Adjustments API Integration:
    If implemented, your warehouse can use the Reshop’s Adjustments API to approve, reject, or adjust the return. This gives your backend teams full control over the outcome of the return from within your existing systems.
  2. Shopify Dashboard:
    Customer Support agents can also make changes directly in Shopify. Removing items from the return will trigger a refund adjustment in Reshop. Canceling the return will trigger a refund cancellation in Reshop. Remember, these actions must be taken within the 3-business-day window after the warehouse delivery if you wish to override the automatic acceptance.

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