How to Sync Returns with Shopify in WeSupply

When you enable the 'Sync Returns with Shopify' feature, WeSupply will push key return details straight into your Shopify order. That means your original Shopify order will show:

• The return reason
• The sub-reason (if selected by the customer)
• Any return fees that were applied in WeSupply

In this article

1. What this feature does
2. Before you start
3. How to enable Sync Returns with Shopify
4. (Optional) Allow Shopify to notify customers
5. Summary

1. What this feature does

When a return is created in WeSupply, we can send the return data back to Shopify so your Shopify order shows exactly what happened with that return.

What gets synced:

• Return reason – e.g. 'Too big', 'Damaged', 'Ordered by mistake'
• Return sub-reason – if your WeSupply return setup uses sub-reasons
• Return fees – if you applied a restocking or return fee in WeSupply, it will be displayed on the Shopify order so the financials stay aligned

This is especially useful for:

• Merchants whose CX/CS team mostly lives in Shopify
• Auditing and ops teams that need to see why the refund was issued
• Keeping Shopify as 'source of truth'

2. Before you start

Make sure you have:

• A working Shopify integration connected to your WeSupply account
• Admin access to Settings in WeSupply
• Your return reasons already configured (recommended)

3. How to enable Sync Returns with Shopify

1. Navigate to Settings → Integrations → App Integrations → Shopify, click on the Update Access Scopes button and then save your changes. You will be redirected to your Shopify page.
    
2. Back to the WeSupply backend, navigate to Settings → Return and Warranty Methods → Advanced Settings.
   
3. Scroll down to the Order Refund Processor section.
4. Turn ON the toggle Sync Returns with Shopify.
   

That's it! From now on, when a return is processed in WeSupply, the original order in Shopify will show the return reason, sub-reason (if applicable), and any fees.

4. (Optional) Allow Shopify to notify customers

Right under the same section, you'll see another toggle: Allow Shopify to Notify Customers.

• If you turn this ON: Shopify will send its own default return/notification email to the customer when the return is processed.
• If you leave this OFF: Only your WeSupply communication flow applies.

Use this when:

• Your brand wants all notifications to come from Shopify
• Your ops team tracks communication from Shopify only
• You want customers to get the 'standard' Shopify return email
   

💡 Note: This doesn't replace WeSupply email logic you may already have, it just tells Shopify 'hey, you can notify the customer too'.

5. What will it look like?

When there is a return in progress, you will see a little blue banner indicating that the refund hasn't been processed yet:

After a return is closed in WeSupply, this is what it'll look like in Shopify:

6. Summary

• Where: Settings → Return and Warranty Methods → Advanced Settings → Order Refund Processor
• Turn ON: Sync Returns with Shopify → this pushes return reason, sub-reason, and return fees to the original order in Shopify.
• Optional: Allow Shopify to Notify Customers → Shopify sends its own default return notification.
• Benefit: CS team gets full return context directly in Shopify.