Handle an international return in Shopify
International returns work differently: Shopify cannot create a return label for them, and exchange items cannot be added to orders with duties. This tutorial handles a return from the United Kingdom for a Summit Hoodie, $45.00.
Written · Shopify admin, desktop steps · 5 minutes read
The worked example
| Customer country | United Kingdom |
| Returned | Summit Hoodie, $45.00 |
| Shopify label | Not available |
| Exchange items | Not available on orders with duties |
| Refund | $45.00 in full |
Download the record: international-return-record.csv (172 bytes).
A record of the international return in this tutorial. It is a record, not an import file: returns are created in the admin, not by CSV.
1Create the return
From your Shopify admin, go to Orders, click the order, then click Return. Enter a quantity of 1 for the hoodie and select a return reason. You can create a return for orders with duties, even though you cannot add exchange items to them.
2Choose the shipping option
In the Return shipping options section, Create a return label in Shopify is not available: the customer's address is outside the United States and Canada. Select Upload a return label if you bought one elsewhere, or No shipping required and let the customer arrange their own shipping.
3Tell the customer exactly what to do
Send the return address and ask the customer to use a tracked service and send you the tracking number and the shipping carrier, so the parcel can be followed.
4Record the tracking number
When the customer sends the tracking number and carrier, keep it with the return so you can follow the parcel while it crosses the border.
5Refund in full when it arrives
Inspect the hoodie, click Process return, restock it if it is sellable, and issue the $45.00 refund now. With the store covering the return, no fees are deducted.
The arithmetic
The refund is the full item price, because the store covered the return and the customer arranged their own shipping. A flat fee would have reduced it.
| Line | Amount |
|---|---|
| Summit Hoodie | $45.00 |
| Restocking fee, waived | $0.00 |
| Return shipping, customer arranged | $0.00 |
| Refund | $45.00 |
| Refund if a flat $8.95 fee applied | $36.05 |
45.00 less 0.00 less 0.00 is $45.00. If a flat $8.95 fee had applied, the refund would have been $36.05, which is $8.95 less.
Held at the counter
No Shopify label outside the United States and Canada. The label option needs a location in the same country as the customer's shipping address, and that country must be the United States or Canada. For any other country, upload a label or let the customer arrange shipping.
No exchange items on orders with duties. You cannot add exchange items to orders with duties. For a duties order, refund the wrong item and place a new order for the replacement instead of exchanging in one return.
A return label blocks cancelling the return. You can cancel a return only when it has no return label. For an international return, No shipping required keeps the option open if the customer changes their mind.
Sources
- Creating returns and exchanges — Shopify's help pages: the create-return steps, the return shipping options, the fee-edit rules, the exchange-item rules, and the category-specific return reasons.
- Processing and managing returns — Shopify's help pages: the process-return steps, the restock choice, the refund-shipping section, the refund-method choices, and the cancel / remove / close rules.