Processing Online Returns in Returns POS
Overview
AfterShip Returns POS integrates directly with the merchant's Returns backend. Any return request submitted through the online return portal can be retrieved and processed via the Returns POS system in-store.
Shopper experience
When a shopper selects Return to a retail store as their return method, an AfterShip RMA QR code is generated once the return request is approved. This QR code is provided both on the return portal and via an email notification.
Shoppers can bring the return item to a retail location and present the QR code to store staff for processing.
Store staff experience
Store staff have two ways to look up a return request:
- By Shopify order number
- Staff can find the relevant order in Shopify POS.
- On the All orders page, click the AfterShip Returns and exchange widget to view return requests initiated by the shopper through the online return portal.
- By AfterShip RMA Number
- On the Shopify POS home screen, open the AfterShip Returns and Exchange widget.
- Scan the AfterShip RMA QR code shown by the shopper.
- This action will open the return request detail page in the AfterShip Returns extension.
Processing an online return request
1. Refund Scenario
Before proceeding, store staff should review and confirm the return request details. Key actions include:
- Restock: Toggle this on to restock returned items at the current POS location upon processing.
- Refund options: Choose whether to refund original shipping costs and/or return shipping fees. If selected, these amounts will be included in the total refund.
- Refund method: Based on configurations in the Admin panel, staff can select to refund via the original payment method or issue store credit.
- Return request note: Staff can add notes that will sync with the online return details.
Once confirmed, click Process to finalize the return. This will trigger the following actions automatically:
a. Approve the return request
b. Receive and restock the item
c. Issue the refund
d. Resolve the return case
2. Exchange scenario
The workflow for processing an exchange is similar to a refund on the Shopify POS app:
- Review and confirm all details of the return request.
- Click Process to approve the exchange.
This will automatically:
a. Receive and restock the returned item
b. Release the exchange order hold
c. Resolve the return case
When processing an online return request for an exchange, the fulfillment location for the exchange items will not be automatically updated. Store staff must manually update the fulfillment location of these items within the Shopify admin if they intend to offer in-store pickup to the shopper.
Returns POS help resources
- AfterShip Returns POS Introduction
- How to set up AfterShip Returns on Shopify POS
- How to set up Shopify POS in AfterShip Returns
- How to process online returns in Returns POS - Currently reading
- How to process in-store returns with Returns POS (Refund)
- How to process in-store returns with Returns POS (Exchange)
- How to fulfill exchange orders on Returns POS
- How AfterShip Return Policy Settings Apply to Returns POS
Updated on: 09/07/2025