Returns/Complaints tracker

Shopify Apps

Topic summary

A user is seeking a Shopify app for internal tracking of returns and complaints that is not customer-facing. Their workflow requires manual approval before refunds are processed, rather than automated customer self-service returns.

Key requirement: The solution must allow internal team monitoring without customer visibility.

Previously tested: Complaints Guru was found to be too slow and inadequate.

Suggested solutions include:

  • Gorgias or Richpanel – Helpdesk tools that can track returns/complaints internally while linking to orders
  • Return Prime – Offers internal approval controls for return tracking
  • Trello + Zapier – Custom solution using Trello for tracking connected to Shopify via Zapier
  • ParcelPanel Returns & Exchanges – While customer-facing, it offers manual approval workflows, internal dashboards with custom tags, and private notes invisible to customers

The discussion remains open with no confirmed solution selected yet.

Summarized with AI on October 26. AI used: claude-sonnet-4-5-20250929.
1

Hello,

I am looking for an app that integrates with Shopify to help monitor returns and complaints internally. I have explored several options, but most of the apps I’ve come across focus on automating the return process for customers, which is not what I need.

In our case, customers must go through a specific process before a refund is approved. I need a solution that allows for internal tracking of returns and complaints, without being visible to the customer.

We have tested Complaints Guru, but it was extremely slow and did not meet our requirements.

I would appreciate any recommendations. Thank you in advance!

Best regards,

Sanja

2

Hi @Melony1

here are some options I’d recommend for you:

  • Gorgias – Primarily a helpdesk, but you can track complaints and returns internally while linking them to orders.
  • Richpanel – Lets your team log and track return requests without making them visible to customers.
  • Return Prime – Focuses on return tracking, but allows internal control over approvals.
  • Trello + Zapier – If you want a custom solution, you can set up Trello for tracking and use Zapier to link it with Shopify order data.
3

Hi Sanja,

One option you might still want to consider is ParcelPanel Returns & Exchanges. While it does offer the usual return portal features, it actually gives you quite a bit of control behind the scenes, which can help with internal tracking too:

  • You can review and approve returns manually, so nothing gets processed automatically unless you want it to.
  • There’s a dashboard for managing return cases, including custom tags and reasons - helpful if you want to track common issues.
  • You can also add private notes on each request, which aren’t visible to the customer, and that’s been useful for teams managing complaints or quality issues.

Everything syncs with your Shopify orders, so it’s easy to stay on top of things without juggling multiple tools.

It’s not strictly built just for internal use, but with some light config it could be a practical workaround, especially if you want something already built into Shopify.

Hope that helps a bit! And if this ends up working for you, feel free to mark it as a solution so others can find it too :blush: