Processing Returns as Store Credit

Overview

Store credit allows customers to receive the value of a returned item as credit that can be used for future purchases instead of receiving the amount back through the original payment method. In Shopify, this credit is issued as a gift card associated with the customer's return.

This option is useful when the customer wants to retain the value of the returned item for a future purchase rather than receive a direct refund.

Workflow

Step 1: Create a Sales Order in Shopify by adding the required product and customer information. Ensure that the order is Paid and Fulfilled in Shopify.

Step 2: In Xoro, navigate to Shopify Channel → Orders → Actions → Import by order. Enter the Shopify Order Number and click Import.

After the import is completed, the corresponding Sales Order is created in Xoro.

Step 3: In Loop, go to Returns Management → Returns → Find an order and search for the Shopify Order Number. Locate the order in the search results and click Start Return.

Step 4: On the Select an item to return screen, select the item being returned.

Step 5: Choose the appropriate return reason and click Continue.

Step 6: On the How would you like to proceed? screen, select Return item.

Step 7: Under Credit options, select Store credit. The return summary displays the applicable credit amount and the Total estimated gift card amount.

Review the gift card details and, if required, edit the customer's Contact information. Select the checkbox confirming that the return policy has been reviewed and click Submit return.

Step 8: The return is submitted successfully. The confirmation screen displays the Return address, return instructions, returned item, customer information, and the estimated gift card amount.

Step 9: In Xoro, navigate to Shopify Channel → RMA and verify that the RMA has been successfully synced with the respective return.

Step 10: Now, to process the return in Shopify, open Loop, navigate to Returns → Return processing, and locate the submitted return. The return appears with Credit as the outcome and Open as the status.

Step 11: Click on the record to review the return details. After reviewing the return and making the required decisions (Cancel Return, Flag Return, etc.), click Process items.

Step 12: The return status changes from Open to Closed in Return Processing.

Step 13: Re-import the Shopify order from Shopify Channel → Orders → Actions → Import by Order if the Sales Order is not visible in the Sales Order Centre when searched using the Shopify Order Number in the Ref# field.

Step 14: After the order is reimported, Xoro processes the completed return and creates a Credit Memo.

Step 15: Open the created Invoice Credit Memo to review the return and credit details.

Importing the Gift Card in Xoro

Step 16: In Shopify, navigate to Products → Gift cards. Locate and open the gift card created for the return.

Step 17: The gift card displays its Current balance and Initial balance. It also shows Generated by Loop Returns in the Notes section, confirming that the gift card was generated as part of the return process.

If required, click Send gift card to send the gift card details to the customer's email address.

You can also deactivate the gift card from the gift card details page by clicking Deactivate.

Step 18: In Xoro, navigate to Shopify Channel → Gift Cards and verify the logs to confirm that the gift card has been successfully synced to Xoro.

Step 19: Go to Credit Memo Centre and open the Credit Memo created for the gift card. The Ref No corresponds to the Gift Card ID, and the Credit Memo amount corresponds to the returned amount.