Anyone else notice that the new returns system breaks all of shopify sales data

[mattsirkin]

When returns are requested and approved, Shopify immediately deducts the sales from your total sales. In theory this is fine, but what happens when you don't refund the customer? They never add the money back to your sales total. Surely I can't be the only one with this problem.

Does nobody else do exchanges or store credit instead of refunds?

[jeremy_t]

Hi there,

I'm following up on my last post to reiterate we recognize the challenges this update has created for some merchants and partners. We're still planning to launch a closed early access program in the near future with a solution we believe will better align with the requirements and workflows we've heard from many of you.

We are committed to addressing these concerns as soon as possible, and truly appreciate your patience. Please stay tuned for more updates!

[ciaoshop]

Yes a requirement from sales reports would be giving us accurate sales data that doesn't include positive refund values... 

[ciaoshop]

Hi Jeremy, are we close at all to an update. For example today - my sales reports say I've had $500 in returns and my payments report says theres actually 3.5k$ in returns. So you can understand how much this affects sales reporting... 

[ciaoshop]

can we please get an update on when returns won't show positive amounts anymore... it's 2025 at this point and this is so unacceptable that sales reports would be inflated by returns of all things?! 

[Isabelabbey]

Agree! The positive returns numbers are infuriating! PLEASE go back to the old reporting! Or at least give stores the option to calculate returns when created OR calculate returns when actually refunded.

[JB92]

Is there any update here? Can't quite believe this has been ongoing for nearly a year. 

[Laurie-Brewedco]

What’s the timeline on this?

I can’t even issue a warranty exchange without it taking money off the daily totals. All exchanges and returns are being treated like they are a refund which is not the case 99% of the time. 

[littlelacey]

Hi Jeremy,

Is there an update to this. I have been using an external returns app and we do not provide refunds to our customers unless the items are faulty. Our returns consist of EXCHANGES and STORE CREDITS. Every time a customer return is approved it is recording a refund which reduces our sales figures, however no money has been refunded. My returns information is showing that our returns have increased by 300% over last year when they have not increased at all. Surely this can be fixed to show correct figures after so many people have had problems. This is a major issue for us! 

No money is refunded so why do our sales figures constantly get reduced. It is beyond ridiculous that we can't get correct reporting of daily sales.

[ahood30]

We are all waiting for their team to make a decision on when to release this and make a priority - it’s been a very long time, and still doesn’t appear to yet be a priority they are concerned about to give a date. Our team has spent so many hours on this to manually correct.

[jake-frate]

Bumping this!

[jake-frate]

Please update!

[artiecodes]

Hi Jeremy (and as a notice to everyone else),

Can you confirm that this change in the changelog addresses the issues raised by merchants and partners in this discussion?:

https://changelog.shopify.com/posts/confirm-your-returns-with-returns-processing-and-improve-financi...

[jake-frate]

I can confirm through observation that the changelog is not accurate. I saw this too and was excited but still see many merchants where the return financial is affected upon return creation, not return receipt (i.e., refund/closed).

When is the changelog going to be true?

[jeremy_t · Accepted solution]

Hi everyone, 

Great news! We've just released an enhancement to the returns system that gives you more control over when sales and tax records are updated in Shopify. The rollout is expected to be completed for all merchants by the end of this week.

What's Changed 

• Previously: Sales and tax records updated when a return was created 
• Now: Sales and tax records only update after you confirm the items have been received, and process the return

This means your sales data will no longer be affected immediately when returns are approved or created - only when they're actually processed and confirmed. Our new returns processing feature ensures your sales data better reflects completed returns, giving you improved control over your sales and tax reports. 

Rollout Plan

• For returns created directly in the Shopify admin: This change is effective immediately
• For returns created via API (through apps): The previous behavior will be preserved until July 1
• This is done to allow partners time to adapt to the new workflow

If you use apps to manage your returns, you may not see this improvement until July 1 when this change will also apply to returns created via API. All relevant partners have been notified, and we’re working closely with them to ensure a smooth transition. 

Important Clarification 

Some of you have raised concerns about how exchanges and store credit scenarios affect your reporting. While this update addresses the timing of sales record updates, it's important to note that sales reports are designed to reflect the value of goods sold and unsold (referred to as “returns”), not financial transactions (i.e. payments or refunds). As a result, when a return is processed, the value of the returned item will be deducted from your sales reports, regardless of whether you issue a refund, provide store credit, or process an exchange. Similarly, the value of exchange items are added to sales reports. 

To track actual money movement, we recommend using the Payments Finance Report, which will give you a more accurate picture of your financial transactions.

More information about today's update is available here.

We understand this issue has created challenges for some of you, and we sincerely appreciate your patience as we worked to deliver this solution. We continue to monitor your feedback closely to inform future improvements to our return platform and reporting systems. 

Thank you all for your valuable input and ongoing dialogue. 

[littlelacey]

Hi Jeremy,

it is great that this has been addressed to some extent. Can you please also request a fix for the issue of an order edit also being classed as a "return". For example a customer places an order them contacts us to say they made a mistake and added the wrong size to the order. We remove that size and add the correct size BEFORE the order is fulfilled. This should not be classed as a return in any report. 

I also believe there should be reporting around what kind of returns are made, we don't refund unless faulty. If we ever want to sell the business it looks like we have a much larger rate of returns than we do. We should at the least be able to differentiate between an exchange, store credit or monetary refund.

Thank you

[jake-frate]

Great news! Is there any way for apps to have the new behaviour ahead of July 1st?

I have a returns app and want my merchants to see this new behaviour ASAP. Is there something they can do (or I can do) to make the API have the effect where return financials happen only upon return receipt? Or do I have to wait until July 1st?

[jake-frate]

Also, when are all merchants going to have the "Exchanges" test drive feature on?

[jeremy_t]

Hi there - 

All partners that create returns via API were sent an email with details regarding the interim solution during this transition period. The documentation has been updated to include instructions for partners to opt in before July 1. If you have any questions, please reply to that email and we'll be happy to help!

[jake-frate]

Hi, I am a shopify partner that uses the returns API heavily and our organization did not receive an email. Could you please advise on how to get these docs?

[jake-frate]

Hello, still have not received any emails about this. please advise on next steps

[jeremy_t]

Hey Jake, Reached out to you directly for more details.

[Isabelabbey]

We still appear to be having data (sales revenue figures) change in our account after the end of the day. With this new update as of July 1st, I would have thought this would no longer be occurring. Has this change definitely now been rolled out to all accounts/those using apps for returns?