Handling Return Requests
SDesk integrates with Shopify's return system to help you manage customer returns.
How Return Integration Works
When a customer submits a return request in Shopify:
- SDesk receives the return request notification
- A ticket is automatically created (or linked to existing ticket)
- A task is created to process the return
- You can manage everything from SDesk
Viewing Return Details
When a ticket has a linked return:
- Return status is shown in the ticket sidebar
- Items being returned are listed
- Return reason from the customer is displayed
- Direct link to the return in Shopify admin
Return Statuses
- Requested - Customer submitted request, awaiting your review
- Approved - You approved the return, waiting for items
- Declined - Return request was rejected
- In Transit - Items are being shipped back
- Received - Items received at your warehouse
- Refunded - Refund has been processed
Processing Returns
- Review the return request in the ticket
- Check the return reason and items
- Go to Shopify to approve or decline (link in sidebar)
- Communicate with customer through SDesk
- Mark the task complete when finished
Auto-Created Return Tasks
When a return is submitted, SDesk creates a task with:
- Task type: Return Processing
- Details about the return
- Link to the related ticket
Tips for Return Management
- Respond quickly - Customers appreciate fast return processing
- Use quick responses - Create templates for common return scenarios
- Document decisions - Add internal notes about why returns were approved/declined
- Track patterns - Note if certain products have frequent returns