Return some items from an order in Shopify
Most returns are partial: the customer keeps some of the order and sends the rest back. You set the quantity per item, and the rest of the order is untouched. This tutorial returns 1 Trail Crew Tee, $28.00, from a 3-item order totalling $101.00.
Written · Shopify admin, desktop steps · 5 minutes read
The worked example
| Order | 3 items, $101.00 |
| Returning | 1 tee, $28.00 |
| Restocking fee, 10% | $2.80 |
| Return shipping | $8.95 |
| Refund | $16.25 |
| Kept | Hoodie and tee, $73.00 |
Download the record: partial-order-return-record.csv (147 bytes).
A record of the partial-order return in this tutorial. It is a record, not an import file: returns are created in the admin, not by CSV.
1Open the order and click Return
From your Shopify admin, go to Orders, click the order, then click Return. If the order has unfulfilled items, click More actions, then Return.
2Enter the quantity per item
In the Select quantity to return section, enter 1 for the tee that is going back, and leave the other items at 0. Only the items with a quantity are part of the return.
3Pick the return reason
In the Return reason section, select the reason for the tee. The reasons vary based on the product category.
4Check the fees
In the Summary section, check the restocking fee and the return shipping fee. The restocking fee is 10% of the tee, and the $8.95 return shipping fee applies once for the whole return.
5Create the return, then process it
Click Create return. When the tee arrives, click Process return, restock it, and issue the refund now: $16.25.
The arithmetic
The refund covers the one returned tee only. The two kept items stay sold, and the return shipping fee is charged once.
| Line | Amount |
|---|---|
| Order, 2 tees and a hoodie | $101.00 |
| Tee returned | $28.00 |
| Restocking fee, 10% of $28.00 | $2.80 |
| Return shipping fee | $8.95 |
| Refund | $16.25 |
| Kept items | $73.00 |
Two tees at $28.00 plus a hoodie at $45.00 is $101.00. The refund is 28.00 less 2.80 less 8.95, which is $16.25. The kept items are 101.00 less 28.00, which is $73.00.
Held at the counter
The return shipping fee is charged once per return. The return shipping fee is applied the first time you process the return. Processing the items in two batches does not charge it twice, but it does change the restocking fee, which is calculated by the items you process.
A quantity on the wrong line returns the wrong item. Quantities are per line item. Read the line totals in the Summary before you click Create return, or you will return the hoodie instead of the tee.
Only fulfilled items that have not been refunded can be returned. You can create a return only for fulfilled items that have not been refunded. An item already refunded cannot be added to a return.
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.