Connecting your Shopify account will allow your messages, orders, and order information to flow directly into eDesk. And it's now possible for users can now create returns and refunds for their Shopify stores in eDesk.

This help file wil guide you through returns and cancellations for Shopify in eDesk.


Before you start

 
  • You’ll need an Admin login to eDesk. If you don’t have an Admin login, you can request one from an Admin user within your business.
 
  • You'll need Shopify added to your eDesk account. To find out how to do this, click here.

01 Refunding a Shopify order

In the right sidebar of a ticket, click on the button Refund Order to open the 'refund order' screen (shown below). Refunds are done on an item basis, so you can choose to refund single items from an order and not just the whole order.On this screen, you can:
  • Give the reason for the refund.

  • Set which items you want to refund.

  • Set quantities to refund.

  • Choose to restock items or not - if the item is being refunded but not returned the user shouldn’t tick this and vice versa.

  • Set the refund amounts for the items.
    Note: Refunds cannot be greater than the original amount.
    Note: If the user is giving an amount that’s different from the original amount they must enter a reason in the Discrepancy Reason dropdown.

  • Set shipping amount to refund - clients can set custom refund amounts can decide to give partial refund or full refunds.
    Note: Shipping refunds can’t be above the original shipping cost If the user ticks the Refund Original Shipping Cost option eDesk will autofill the amount to the original shipping cost.

  • Notify customer.


About Restocking: if the user makes a return this will affect the store (available product count) only if they choose to restock. If the user chooses not to restock this won't affect the store.

02 Canceling an order

In the right sidebar, click on the button Cancel Order to open the 'cancel order' screen:On this screen, you can:

  • Set quantities to refund

  • Set shipping amount to refund

  • Set custom refund amount

  • Set the reason of the cancellation

  • Notify customer


About Restocking: when making a cancellation the user can’t restock. This is because cancellations are for items that are yet to be shipped

03 Ticket item

When the user initiates a return or cancellation we will create a message item and display it in the ticket.

If the user takes the action in Shopify or some other 3rd party app rather than eDesk this will still create a message item. In this case it will say actioned in Shopify. 

For now, if there is no ticket this will also create a ticket. We may look to change this in the future if it’s causing issues for users.
About the Notification option: if the user chooses the option to notify the customer, this will automatically send an email or SMS to the customer (depending on their account preferences).

This is a generic message that is sent by shopify and not related to eDesk. The option will also populate the reply box with a template to tell the customer about the return.


Further Readings


If you would like to find out more about connecting Magento with eDesk, click here.

If you would be interested in learning more about connecting BigCommerce with eDesk, click here.