Create a return for a customer
Sometimes a customer emails or calls instead of using your return page. You can create the return for them in Falcon. Returns you make in the Shopify admin also show up in Falcon on their own.
Create a return in Falcon
- Go to Returns and click Create a return.
- Under Find order, type the order number (for example #1001) and click Search.
- Under Select items, tick each item being returned.
- For each item, set the Quantity and choose a Return reason. Add Additional details if you like.
- In Return details, choose the Solution and the Shipping method.
- Leave Approve immediately and sync to Shopify ticked to approve it now, or untick it to leave it in Pending review.
- Check the Summary, then click Create return.
Falcon opens the new return's detail page. Its timeline notes that it was created by staff, with your email.
Choosing items
Each item shows its price and the most you can return. Items that can't be returned are greyed out, with a note saying why. Common reasons:
- The item hasn't been fulfilled yet.
- It was already returned.
- It came from an earlier exchange.
If nothing on the order can be returned, a banner says so.
Solutions and shipping methods
The Solution and Shipping method lists only show options you've turned on in Solutions and Shipping methods.
Exchange (for a different item) isn't offered here. To give the customer a different product, ask them to use the return page.
If you choose Replace, each item gets a Replacement list. Pick the variant the customer wants. It lists other variants of the same product, at the same price, that your exchange rule allows. If none fit, you'll see "No same-price variant in stock to replace this item with. Choose another solution."
What's different for staff-created returns
Staff-created returns skip some customer rules:
- The return window doesn't apply. If the window has closed, a banner tells you, but you can still create the return.
- Comments and photos aren't required, even for reasons that require them on the return page.
- Solution and shipping method rules don't apply. You can pick any solution or shipping method you've turned on, even if the return page wouldn't offer it for this order.
Your fees and bonuses still apply, and items still need to be returnable.
Counts toward your plan
Returns you create count toward your plan's returns for the billing period, just like customer requests. If you've reached your plan's limit for the period, you'll see a message asking you to upgrade. See Plans and billing.
After you click Create return
- The customer gets the Return request confirmation email, and you get the matching staff email, if those emails are on.
- Any tagging workflows that match run on the new return. Auto-approve workflows don't run on returns you create.
- With Approve immediately and sync to Shopify ticked, Falcon approves it and creates the Shopify return. The customer gets the approval email. See Approve or reject a return.
If approval fails, the return is still created and stays in Pending review. The timeline notes "Created, but not approved" with the reason. Fix the issue and click Approve on the detail page.
Don't create it twice
If you see "Something went wrong while creating this return", check the Returns list before trying again. The return may already exist.
Returns created in the Shopify admin
If you create a return directly on an order in the Shopify admin, Falcon copies it in automatically. It appears on the Returns list with its own return number. Its timeline says "Created from Shopify return", followed by the Shopify return name.
Falcon copies:
- The order, customer and shipping address.
- Each returned item, quantity and price.
- The Shopify return reason, or Other if there isn't one, plus the customer's note.
- Exchange as the solution if the return has exchange items. Otherwise Refund · Original payment.
These returns use Ship on your own as the shipping method.
Status changes made in Shopify
When a return's status changes in the Shopify admin, Falcon follows it:
| Shopify return status | Falcon status |
|---|---|
| Requested | Pending review |
| Open | Approved |
| Declined or canceled | Rejected |
| Closed | Resolved |
The timeline notes each change, such as "Shopify return … was closed in the Shopify admin." Archived returns aren't changed.