This feature is planned for release in August/September 2026.
Retail Express now supports returns and cancellations for Shopify orders directly from POS. This helps store staff process Shopify-related refunds through a controlled workflow while keeping Retail Express and Shopify aligned.
The integration also introduces a new Shopify Refund payment type. This payment type ensures Shopify remains responsible for returning funds to the customer’s original payment method and helps prevent duplicate refunds.
Shopify Returns & Refunds in POS
Users can now process returns and cancellations for Shopify orders directly in POS.
To keep Shopify and POS in sync:
- Refunds are always handled by Shopify
- POS guides you through the correct workflow
- Actions that may cause inconsistencies are restricted
To use this feature, Returns & Refunds Sync must be enabled in your Shopify integration settings.
Enable Returns & Refunds Sync
To enable Shopify returns and refunds in Retail Express:
- Go to Shopify Integration Settings
- Select your Shopify store
- Enable Returns & Refunds Sync (disabled by default)
- Select a default Return Reason
Return Reason Requirement
- A default return reason is required to enable the feature
- This reason will be used for:
- All returns processed via POS
- All refunds or cancellations synced from Shopify
If you don’t have a suitable return reason:
- Create one in Settings → Return Reasons, then select it here
For more information on creating and managing Return Reasons, click here.
How to Process a Refund via POS
- Start a Return in POS
- Select the items to return or cancel
- Choose Shopify Refund as the payment method
- Complete the transaction
✅ Shopify will automatically return funds to the customer’s original payment method
How to Process a Refund via Shopify
You can also process refunds directly in Shopify Admin.
- Any refunds completed in Shopify will:
- Automatically sync back to POS
- Appear as a refund linked to the original order
- We recommend processing refunds via POS wherever possible instead of via Shopify.
Payment Rules
Shopify Refund (Required)
- This is the only payment method available for Shopify refunds (When enabled in Settings > Payment Types).
- Prevents customers being refunded twice
You’ll see this message during refunds:
“Refund will be processed via Shopify using the original payment method. Do not refund directly to the customer.”
- If “Shopify Refund” payment method is not configured as “POS Enabled” in your settings
- Refunds cannot be processed in POS
- You must complete the refund in Shopify Admin, or, enabled the payment method, log out of POS and back in to resume the refund process and the payment method will appear thereon.
What Happens Behind the Scenes
- Refunds processed in POS → sent to Shopify
- Shopify → returns funds to the customer and reflects the changes in shopify.
- Refunds created in Shopify → automatically appear in POS
- Shopify returns the funds to the customer and reflects the changes in POS.
✅ Applies to all payment methods (card, PayPal, Shopify Payments, etc.)
Editing Shopify Orders in POS
What’s Restricted
Without override permission, you can’t edit items on Shopify orders in POS, including:
- Adding products
- Removing items
- Changing quantities or pricing
What to Do Instead
If you need to... | Do this |
|---|
Add items | Create a new order |
Remove items or reduce quantity | Process a return via the returns/cancellation flow |
Refund payment | Use the return/cancellation workflow |
Override (Advanced Users Only)
If you try to edit a Shopify order:
- A warning will appear
- You must type EDIT to continue
- You need permission to proceed
Editing orders may cause Shopify and POS to go out of sync as not all change types are supported by Shopify.
What You Can Still Do
- Complete fulfilment
- Update fulfilment locations
- Update customer details
Important Things to Know
- Refunds are only sent to Shopify after the transaction is completed
- The Shopify Refund payment is locked once finalised
- Other payment types (cash, card) are disabled for Shopify refunds
Why These Rules Exist
These safeguards help:
- ✅ Prevent duplicate refunds
- ✅ Keep inventory accurate
- ✅ Ensure Shopify and POS stay in sync
- ✅ Make refunds consistent across all payment types
FAQs
Refunds must be processed via Returns/Cancellations so Shopify can return funds and keep systems in sync.
The refund syncs to Shopify, which returns the funds to the customer via their original payment method used on the Shopify transaction.
The refund syncs back to POS as a linked refund record.
Yes — Shopify manages refunds for all payment types.
It prevents customers from being refunded twice.
Yes — but POS is recommended for consistent workflows and inventory accuracy.