How AfterShip Return Policy Settings Apply to Returns POS

Plans: Enterprise Platforms: Shopify


Overview


The AfterShip Returns Admin allows merchants to configure various rules that govern how return requests are submitted via the branded returns portal. However, for Returns POS used by retail store staff to process returns in person some of these rules apply differently. This guide outlines how each type of return policy setting behaves when returns are submitted through Returns POS.


General


1. Return window


  • Both the standard return window and any special return window rules apply to returns submitted via Returns POS.
  • Items outside the return window will be marked non-returnable.
  • If the Allow POS user to override eligibility rules setting is enabled, store staff can still process the return despite the item being outside the return window.
  • Prevent return requests for unfulfilled items also applies to Returns POS. In general, shoppers shouldn't bring unfulfilled items to retail stores for return. If enabled, staff cannot process returns for such items; if disabled, they can submit the return request, but refunds will be blocked.




2. Gift returns


  • The Gift returns setting controls the shopper experience on the branded returns page only.
  • In-store, staff must use order information (e.g., order number, customer name, receipt) from the gift receipt to look up the original order in Shopify POS and process the return directly.
  • Returns POS does not support tagging a return as a gift return. All in-store returns are treated as standard returns.




Return reason


  • The return reason library and reason groups apply to Returns POS.
  • Store staff will be prompted to collect both main reasons and sub-reasons during return processing.
  • However, reason comments and image uploads are not supported in Returns POS.




Eligibility rules


1. Blocklist and allowlist


  • Products marked non-returnable via blocklist or allowlist rules will be flagged as ineligible on Returns POS.
  • If override eligibility is enabled, store staff can still process the return.





2. Basic rules


  • Rules like Limit one return request per order and Do not accept discounted items apply and will mark items as non-returnable.
  • Again, if override eligibility is enabled, staff can proceed with processing those returns.



3. Product SKU limit and “Ask a question” workflow


  • SKU-based limits and the Ask a question return flow do not apply to Returns POS.




Refund and exchanges


1. Refund


  • Merchants must enable refund methods in Admin settings for those options to be available to store staff in Returns POS.
  • If refunding to store credit, bonus credit rules will apply based on Admin settings.
  • Conditional rules (e.g., only offering refunds under certain conditions) also apply to Returns POS.


2. Exchange


  • To enable exchanges in Returns POS, merchants must:


a. Opt-in to the Shopify Exchange API

b. Select Add exchange items to the original order under Shopify Exchange settings


  • Both Variant exchange and Shop now are supported in Returns POS and treated as standard exchanges.
  • The following do not apply to Returns POS:


a. Exchange shipping

b. Extra credit for exchange

c. Pre-discount settings

d. Exchange-of-exchange flow

e. Product recommendation engine

f. Conditional exchange rules from the branded return portal





Return routing rules


  • Returns POS is for in-store returns only.
  • Therefore, shipping and routing rules are not triggered.
  • The return method will always be recorded as Return to a retail store.


Automation rules


  • Automation rules (e.g., auto-approval, auto-refund) do not apply to Returns POS.
  • Returns are processed manually by store staff.
  • Return events such as approved, received, restocked, and resolved are triggered as staff complete each step.


Bundle


  • The bundle feature is not currently supported in Returns POS.
  • If a customer returns part of a bundle, store staff can only process it as a “whole bundle return.”
  • However, staff can manually adjust the refund amount if the customer insists on returning only part of the bundle.


Notifications


  • Email notifications will not be triggered for Returns POS transactions.
  • Since returns are handled in person, store staff should communicate updates directly with customers.
  • Staff can provide or print a Shopify order receipt that reflects returned or exchanged items.



Key takeaways


  • Returns POS supports in-person returns by store staff, with some policy settings applied differently from the online portal.
  • Return windows apply to Returns POS, but store staff can override the settings from the Return POS settings page in AfterShip Returns admin.
  • Returns POS treats all returns as standard. Gift returns must be manually looked up.
  • Returns POS supports reason selection but not comments or image uploads.
  • Non-returnable items are flagged, but staff can override if enabled in the Return POS settings page in AfterShip Returns admin.
  • Rules like One return per order apply, with override option for store staff.
  • SKU limits and the Ask-a-question flow do not apply in Returns POS.
  • Refund methods must be enabled in AfterShip Returns Admin. Bonus credit and conditional rules apply based on admin settings.
  • Exchanges require Shopify Exchange API setup; advanced exchange features don’t apply.
  • Returns POS always uses Return to a retail store, routing rules aren’t triggered.
  • Automation rules are not supported for Returns POS. Store staff have to manually process return steps.
  • Bundles must be returned whole, but refund amounts can be manually adjusted.
  • No email notifications are sent for Returns POS. Store staff have to handle in-person communication.



Returns POS help resources



Updated on: 09/07/2025