Start a return for a customer

This article explains how to find a customer's order and start a return or exchange for it.

Find the order

1. In your Shopify admin, open Apps → ReverseSignal, then go to Returns.
2. Enter the order number in Order number, for example #1001. It's the same number Shopify shows in Orders.
3. Click Find order, or press Enter.

If the order isn't found

"We couldn't find an order with that number." means the number is wrong, or the order is more than 60 days old. The app can only read orders from the last 60 days, so an older order looks the same as one never placed.

"We couldn't look that up. Try again in a moment." means the lookup itself failed. It doesn't mean the order is missing. Click Try again to run the same lookup again. Your order number stays in the field.

Choose items and quantity

1. Each item in the order shows as a card with a checkbox, image, name, variant and price. Select the card for each item the customer is sending back.
2. If an item's quantity is more than 1, pick how many are coming back in Quantity to return.
3. Check the count of items selected at the bottom, then click Continue return. You can click it once you select at least 1 item. Click Cancel to stop.

A selected card has a checked box and a dark border, so you can tell it's selected without relying on color.