Shopify channel: why is my return not visible?
Shopify offers multiple ways of handling returned items. This article describes how Shopify returns are handled in ChannelEngine.
While a return can be created in Shopify and the status of the order will change to Return in progress it is important to realize that these returns can be created in the Shopify backend, but are not in any way retrievable via the Shopify API (see the Shopify forums for more info). Therefore any return that is created in Shopify, will not be visible in ChannelEngine. Should Shopify add the option to fetch and update returns via an API endpoint this might change.
Next to creating returns in Shopify, it's also possible to create a refund. These refunds ARE retrievable via the Shopify API, so if one is created in Shopify, this should be imported in ChannelEngine. There is however one very important thing to note: Shopify will only return refunds with an actual value. So if you create an order with a value of 0.00 and you refund this, this refund will not be made available via the Shopify API and thus never be imported in ChannelEngine.
If the refund has any value, this should appear in ChannelEngine as a return.