Returns and Exchanges

Last Updated: Apr 12, 2019 01:32PM PDT
By tracking returns in Stitch, you get more accurate order history, context for units returned to stock, and insights to help you reduce returns over time. Follow these best practices for managing eCommerce and POS returns—on your sales channels and in Stitch. 

Note: This article applies to both our Stitch X and Stitch Classic Versions.

Stitch isn't a payment gateway, so process refunds directly on your sales channel.

Sync Returns from Channel

Stitch can sync returns and/or refunds from Shopify and Magento; for all other channels, process returns separately on the channel and in Stitch.

Changes to Unshipped Orders

Follow these instructions for handling changes to unshipped sales orders:
Scenario Best Practice
Exchange for same-price item Cancel without refund, create new order with a 100% discount
Exchange for lower-price item Cancel and partial refund, create new order with 100% discount
Exchange for higher-price item Cancel and full refund, instruct customer to place new order

Note: Before canceling the original order, ensure that it hasn't already gone to your fulfillment solution.

Returns and Exchanges

Follow these instructions for handling returns and exchanges:
Scenario Best Practice
Exchange for same price item Return without refund, create new order with 100% discount
Exchange for lower price item Partial refund or gift card, create new order with 100% discount
Exchange for higher price item Full refund, return stock, and place new order or, process no refund and charge the difference on a new order
Full refund, no new item Full refund, automatically updates order in Stitch as refunded when using Shopify or Magento Returns Sync

Note: If you physically return items to stock when you issue a refund, you choose Return to Stock when you process the return on the channel and/or Stitch. If these are separate processes (for example, due to quality control or repackaging), you'll need to make a stock reconciliation separate from the return.

Report on Returns 

Use the Refund History report and the Return History report to better understand the frequency of returns and the amount of the refunds being processed.