Add Option for Custom Refund on Shopify POS

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Topic summary

Request to add a POS feature for custom refund amounts without tying to a prior order (common for gift returns or no-receipt situations). Current limitation: Shopify POS generally requires the original order to process refunds.

What exists now:

  • Shopify POS Pro supports “unverified returns” (returns without the original order) but only refunds to gift cards/store credit, not to the original payment method. POS = point of sale; unverified returns = returns processed without matching a prior order.
  • Third‑party apps (e.g., POS Returns Without Receipts) can issue store credit via gift cards for no‑receipt returns.

Workarounds suggested:

  • Create a draft order to represent the refund and mark it as paid to simulate a custom return and keep records consistent. This is a user‑proposed workaround, not an official feature.

Open questions/requests:

  • Whether Shopify POS allows changing the refund tender type remains unanswered in this thread.

Status:

  • No official feature for manual/custom refund amounts back to arbitrary tenders. Options are gift‑card/store‑credit refunds via POS Pro unverified returns or third‑party apps, or the draft‑order workaround. Discussion remains open with no confirmed product change.
Summarized with AI on December 10. AI used: gpt-5.
1

This is less of a question, and more of a suggestion. My business just switched to Shopify from Clover. I am reading that many have had the issue of needing to do a custom return amount with no information necessary from a previous order. I wanted to make this post, to bring this issue back to the light, as myself, and I know many others are still struggling without this option, and many have been for years. PLEASE ADD THIS OPTION!

1 Like
2

Hi @calebb2b

Shopify POS currently requires referencing the original order to process refunds, which can be challenging in situations like gift returns or when receipts are unavailable. To address this, Shopify offers unverified returns through Shopify POS Pro, allowing you to process returns without an original order by issuing refunds to gift cards. Shopify Help

Steps to Process an Unverified Return:

  1. In the Shopify POS app, tap Customers.
  2. Locate and select the customer returning the item.
  3. Tap Create unverified return.
  4. Search for and select the item being returned.
  5. Adjust the return details as needed (e.g., quantity, restock status).
  6. Add a return reason or note if desired.
  7. Choose to refund to a digital or physical gift card.
  8. Process the refund and provide a receipt if required.

Please note that unverified returns can only be refunded to gift cards, not to the original payment methods. Shopify Help

For additional flexibility, third-party apps like POS Returns Without Receipts enable in-store returns without a receipt by issuing store credit via gift cards. Shopify Apps

If these solutions don’t fully meet your needs, consider reaching out to Shopify Support to discuss your specific requirements and explore potential alternatives.

Regards,

3

Does Shopify POS have an option to change the payment tender type when processing a refund?

4

Hi @calebb2b

Shopify doesn’t support manual return amounts at the moment without linking to an original order but you can circumvent it by generating a draft order for the refund and mark it as paid. Now you can raise custom returns and keep the records neat without showing gaps in reporting for your store.