Shopify refunds, returns, and cancellations

The Brightpearl Shopify app, allows for Shopify refunds to automatically generate a sales credit and refund in Brightpearl, and even handle the stock. Alternatively, the process can be handled within Brightpearl by cloning the sale to a credit and processing a refund and receiving the inventory, however, this will not update Shopify with any returns information.

NOTE: Sales Credits will be created automatically (based on the connector settings) for orders under 60 days old per Shopify documentation. Refunds and returns for orders that are older than 60 days will not download into Brightpearl automatically, and will need to be processed manually.


Create sales credits from returns

When this option is enabled, returns processed in Shopify using "cancel and refund now" will automatically update Brightpearl. This should only be switched on if your RMA process begins entirely outside Brightpearl. Using "refund later" in Shopify will not update Brightpearl even when this option is enabled.

  • The items have been shipped

    If the shipment has been processed in Brightpearl then a sales credit is used to process a return. The credit will be linked to the original sales order.

  • The items have not been shipped

    If no shipment has been created the order will be cancelled by deleting the goods-out note, unallocating inventory, reversing any payments and moving the order to the cancelled status. This process can take a number of minutes.

Create payments for sales credits

Sales credits created in Brightpearl from Shopify refunds (see above) will automatically be marked as refunded when this option is enabled. Switching this off means that Brightpearl sales credits will need to be manually marked as refunded. This can be used as a helpful reconciliation step to verify accurate refunding.

New sales credit status

Select a sales credit status from a drop-down list that aligns with your operational processes.

Receive items back into stock

This determines if items are automatically received against the sales credit upon issuing the refund. This should be used if you wait until items are received before issuing a refund in Shopify.

The returned stock location will determine if the item is received back into the item’s default location in the default stock allocation warehouse. 

Refunds for items not yet shipped

If an order hasn't yet been shipped in Brightpearl it can simply be canceled and doesn't require a sales credit to be created. If the Shopify app is configured to handle returns then when the order is refunded in Shopify it will mark the original sale in Brightpearl as unpaid using a reversal and update the status to canceled using the order status mapping.

Please note the reversal will only be posted if the option to create payments for sales credits is enabled.

If you refund one item from an order that hasn't been shipped, a Sales Credit will be created agains the original Sales Order in Brightpearl. If you wish to fulfill the order in Brightpearl, you will need to make sure that you don't include refunded item in the shipment, otherwise the Shopify order will not receive shipment updates. You will need to either edit the original sales order or fulfill via Advanced fulfillment option. 

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