Shopify Returns integration sync

Important: 
This is a one-way sync. 
Changes made in ZigZag Returns & Exchanges App are synced to Shopify, but any updates made directly in Shopify (return edits, refund edits, restock actions, etc.) will not be reflected back in ZigZag Returns & Exchanges App. 

Available for: Gold plan 
Location: Returns policy → Shopify returns integration → Shopify returns sync 

When to Enable This Feature 

Enable this feature if you want: 

• returns to appear directly in Shopify 

• exchange items to be added automatically to the original order 

• more accurate reporting and accounting inside Shopify 

If you use third-party tools or custom workflows to manage returns in Shopify, you may prefer keeping this feature disabled. 

How It Works 

Below is an example illustrating the sync logic end-to-end.

1. Original Shopify Order

Suppose the order contains: 

• Long-sleeve hoodie: S — £100 

• Red dress: S — £40 

• Shipping — £3 

Original Shopify order: 

2. Customer Submits a Return inZigZag Returns & Exchanges App

The customer requests: 

• Exchange Long-sleeve hoodie: S → size M 
  (Price of size M is £110, which is £10 more than the returned item) 

• Refund Red dress: S to the original payment method 

ZigZag Returns & Exchanges App creates a return including both Refund and Exchange items.

Return created in ZigZag Returns & Exchanges App with Refund + Exchange items: 

3. Approving the Return inZigZag Returns & Exchanges App

When the return is approved, partially approved or approved without label: 

• Shopify return is created automatically:
  • if no label requested - immediately
  • if label is requested - after successful label generation.

• In case of partial approval only approved products added to Shopify return. 

• Exchange line items are added directly to the original order.

• If specific exchange items not selected, Shopify exchange line items won't be created and exchange can't be processed within the app (order still can be created separately outside the app).
• A return tracking link and generated label are synced to Shopify. 

• ZigZag Returns & Exchanges App events are added to the Shopify order timeline.

Updated Shopify order with created return: 

Label file and tracking link visible in Shopify: 

Order timeline with ZigZag Returns & Exchanges App  events: 

Once the return arrives at the warehouse and is marked as Received in ZigZag Returns & Exchanges App, the Restock and Refund actions become available. 

If all items in the return are processed, the refund calculation looks like this: 

• Refund for Red dress: S: £40 

• Refundable shipping fee: £3 

• Return fee (configured in ZigZag Returns & Exchanges App): – £5 

• Difference between returned and exchanged items: 
  £100 – £110 = – £10 

Total refund: 

£40 + £3 − £5 − £10 = £28 

Notes: 

• Shipping fee may be refunded fully, partially, or not at all. 

• Return fee can be waived. 

• Total refund can be edited (within the maximum allowed refund from Shopify). 

Refund summary showing calculations: 

When the refund is completed: 

• The Shopify return is updated to Closed. 

• The refund amount and status appear on the Shopify order. 

• Additional ZigZag Returns & Exchanges App refund events are added to the order timeline. 

Shopify return marked Closed: 

Shopify timeline with refund event:  

Since the exchange item is now part of the original order, there is no need to create a separate exchange order. 
You can simply fulfill the added exchange line item directly from the order page. 

Exchange item ready for fulfillment in Shopify:  

Summary 

With Shopify Returns Sync enabled: 

✔ Returns approved in ZigZag Returns & Exchanges App are automatically created in Shopify 
✔ Exchange items are added directly to the original order 
✔ Return labels & tracking are synced 
✔ Refund status and events are fully updated in Shopify 
✔ Exchange fulfillment becomes seamless – no separate order needed