Returns Platform Adding And Removing Cost Of Items Upon Validation

Shopify Apps
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Topic summary

Issue: A Shopify store using ReturnGo for automated returns sees order edits during return validation that add an item and then remove it. This occurs when the team validates returned items before issuing a refund.

Observed behavior: On Jan 12, after validating a return for an order placed Jan 02, ReturnGo adds an “unknown” sale item (not linked to the original product name or SKU) and immediately removes the actual inventory item. The net effect is a $0 transaction.

Impact: These add/remove edits disrupt reporting and downstream integrations, despite no financial change.

Context: ReturnGo is a returns management app for Shopify; “order edit” modifies orders post-purchase; SKU is the product’s unique identifier. The attachment/screenshot is central to understanding the exact edit sequence and item types.

Status: The thread seeks explanation for why ReturnGo performs this add/remove upon validation and how to prevent it. No resolution or guidance is provided yet; key questions remain open.

Summarized with AI on January 8. AI used: gpt-5.
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We used ReturnGo to automate returns for our Shopify store. When items are returned, we validate the items condition before issuing a full refund to the customer. When the items in a given return are validated, ReturnGo is editing the order and adding the item back, then immediately removing it. See attached screenshot for a copy of an order in which this is happening. the original order was place on Jan 02 and was returned, with our team validating the items returned on Jan 12 to issue the refund.

Screenshot 2024-01-17 113215.png
Screenshot 2024-01-17 113215.png1658×406 35.9 KB

The item is added back as an “unknown” sale item type with no association to the original product sku or name. It is then removed as the actual item in our inventory. It is a net $0 transaction, but is wreaking havoc on our reporting and integrated systems.

Can anyone help understand why these items are added and removed upon validating our return with ReturnGo?