Troubleshooting Common Functional Problems

Overview

Here is the list of common errors customers face while using AfterShip Returns for their eCommerce problems, and why they occur in the first place.

Error: Refund failed

Reason: There is a known limitation between Shopify and Meta (Facebook, Instagram, or Marketplace) that you can only fully refund Meta orders through Shopify.

Solution: If you would like to partially refund (Deduct the cost of return or other variables) your Meta orders, you'll have to manually refund your customers on Facebook, Instagram, or Marketplace.

Error: Unable to submit a return request (Product unavailable, please contact the store)

Solution: If the end customer has received the error Product unavailable, please contact the store, please check the product configuration on AfterShip Feed for TikTok Shop sales channel. If the exchange product isn't published on the sales channel, the shopper won't be able to exchange the product.

Why doesn’t the Exchange resolution option appear on the Returns page?

Reason: The Variant Exchange resolution option may be hidden due to one or more of the following reasons:

• The return or exchange item is in Draft, Unlisted, or Deleted status.
• The exchange item is out of stock or has reached the configured 'minimum inventory' threshold.
• Original order is marked under “Refund owned” for merchants using the Exchange API.
• Checkout is disconnected while the merchant is using the Charge/Refund on Exchange option.

Solution: Merchant should firstly verify the product status and inventory in their eCommerce platform. If none of the above conditions apply and the issue still persists, our support team will raise query for further investigation.

For any further questions or help, please contact our chat support team or reach out to us at support+returns@aftership.com.

Updated on: 02/12/2025