Return Requests Created in Shopify Not Appearing in WeSupply

If you’ve noticed that some return requests are not showing up in your WeSupply dashboard, it’s important to verify where those requests are being created. In many cases, returns submitted directly through Shopify will not appear in WeSupply.

Why This Happens

WeSupply only tracks and manages return requests that are initiated through its own platform. If a customer starts a return via Shopify’s native return functionality, the request is handled entirely within Shopify and will not sync with WeSupply. This can create discrepancies in visibility if your team is expecting all return activity to be centralized within WeSupply.

How to Ensure Returns Are Handled in WeSupply

To make sure all return requests are properly logged and managed in WeSupply:

1. Redirect Customers to the WeSupply Return Center
   • Ensure your return policy and automated emails direct customers to your WeSupply Return Center URL instead of Shopify’s built-in return flow.
2. Disable Shopify’s Native Return Button (Optional)
   • If preferred, you can disable Shopify’s return request options from the customer account page to avoid confusion and ensure customers use WeSupply for all returns.
3. Double-Check the Source of the Return
   • If you see a return that doesn’t appear in WeSupply, verify whether it was created through Shopify. If so, it will only be visible in your Shopify admin and not in the WeSupply platform.

If you need assistance setting up your WeSupply return flow or want to ensure customers are directed to the correct platform for initiating returns, reach out to our support team. We're happy to help you configure everything properly for a seamless return experience.