Coming soon: Accept unverified returns in POS

Retail & Point of Sale

Topic summary

Shopify POS version 9.20 will introduce unverified returns, allowing staff to process returns without receipts or when the original purchase cannot be located in the system.

Key Features:

  • Customers can return items without receipts or traceable orders
  • Refunds issued exclusively as physical or digital gift cards
  • Gift cards automatically linked to customer profiles

Requirements & Permissions:

  • Staff must create a customer profile if one doesn’t exist when processing unverified returns
  • Gift cards must be active in the store
  • Permission-based controls allow merchants to set staff permissions to allow, deny, or require manager approval for unverified returns

This feature aims to provide flexibility for handling common return scenarios while maintaining accountability through the gift card refund system.

Summarized with AI on November 5. AI used: claude-sonnet-4-5-20250929.
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Hello Shopify community! :waving_hand:

Exciting news coming your way in version 9.20 of the Shopify POS app! We’re introducing the option to accept an unverified return in POS.

Unverified returns in POS

Unverified Returns: A New Level of Flexibility

Soon, you’ll be able to accept unverified returns in Shopify POS.

  • This means: No receipt? No problem - customers lose these all the time!
  • Can’t find the order in the system? We’ve got you covered.
  • Hassle-free returns to gift cards. Keep your customer happy and your return accountable.

What Are Unverified Returns?

An unverified return happens when a customer wants to return an item but doesn’t have a receipt or when the original purchase can’t be found in Shopify POS. Now you’ll have the flexibility to process these returns easily.

Tell me more:

  • Permission-based processing: This feature is gated by permissions, allowing you to set staff permissions to allow, deny or always require a manager’s approval for unverified returns.
  • Gift card requirement: Refunds for unverified returns will be issued as a physical or digital gift card, so ensure gift cards are active in your shop.
  • Customer profile creation: Staff must create a customer profile if one does not already exist when processing an unverified return. Gift cards issued will be linked to their customer profile.

Keep an eye out for version 9.20 and be sure to follow the changelog for the latest POS updates!

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