Shopify sync status errors

How ReturnZap syncs returns to Shopify

Each return which is created in ReturnZap is synced to Shopify and registered against the customer's order.

This step is required so ReturnZap can later process the return. It must be synced to Shopify so actions like restocking, refunding, issuing credit, and completing exchanges can be taken.

Occasionally, returns will fail to sync to Shopify for a variety of reasons. When this happens the return cannot be processed via ReturnZap, resulting in an error.

ReturnZap displays the current Shopify sync status of each return in the top info bar on the return detail page.

Status will show as "Failed" if an error has occurred.

A guide to common errors can be found below.

Error Types

Error	Description	How to Fix It
A staff member created a duplicate return	ReturnZap allows shop admins to create returns on behalf of customers, even if the items were returned previously. Duplicate returns will not sync to Shopify.	Delete the duplicate return and process the customer's request using the original return
A staff member returned items that have not yet been fulfilled	ReturnZap allows shop admins to create returns on behalf of customers, even for items which have not yet been fulfilled in Shopify	Wait until the order has been fulfilled. Delete the unsynced return and recreate it via the ReturnZap interface.
The order was created via a channel which does not allow returns with fees	Certain sales channels, for excample Meta (Facebook) platforms, do not allow for returns which include restocking or shipping fees.	Create the return without any fees applied. If necessary, add rules in ReturnZap to override restocking and/or shipping fees to 0 for the affected platforms.
Customer returned items that have not yet been fulfilled	One or more items included in this return have not yet been fulfilled in Shopify. Returns cannot be initiated unless items are marked as fulfilled.	Fulfill the entire order and try the return again
Items were returned in a previous return	A return already exists for one or more of the items included in this return	Delete the previous return and try again through ReturnZap
The order was created via a channel which prevents returns with exchange items	Certain sales channels, for excample Meta (Facebook) platforms, do not allow for returns which include exchange line items	Consider adding a rule to prevent exchange for orders placed through affected platforms Consider using draft order exchanges, which do not add line items to the original order
Shopify does not support adding exchanges to orders with duties	Shopify does not currently allow exchange line items on orders which had duties applied	Add a rule to prevent exchange for international orders which are most likely to contain duty charges
Exchange items cannot be added to an order placed via an unsupported source application	Certain sales channels do not allow for returns which include exchange line items	Consider adding a rule to prevent exchange for orders placed through affected platforms Consider using draft order exchanges, which do not add line items to the original order
The exchange variant could not be found	The return included an exchange for an unknown variant. This is most common for exchanges created through the ReturnZap API.	Double check to confirm that the replacement item exists in your Shopify catalog.
A return was already created for this order in Shopify by another app	The order has already had a return created against it by another third party application	Delete the return created through the other application and resubmit through ReturnZap
A return was already created for this order in Shopify via Shopify self-serve returns	The customer has already initiated a return for this order using Shopify's self serve returns portal on the customer accounts page.	Make sure that self serve returns are disabled in Shopify Settings > Customer Accounts > Self-serve returns
A staff member already created a return for this order using the Shopify order page	A staff member has manually created a return for this order directly from the Shopify order page. It cannot be returned again via ReturnZap.	Delete the return created through the Shopify order page and resubmit through ReturnZap
Shopify Plus merchants need to enable the exchange test drive feature before exchange items can be added to returns	Merchants on Shopify Plus must enable the "Exchange" feature test drive before returns with exchange line items or with return fees can be synced to ReturnZap.	Check your account level Test Drive settings within Shopify to enable Exchanges. Contact ReturnZap customer support for assistance