Settings
Return Reasons – Scrap or Not Scrap
When you are using the Ongoing integration, items will not be automatically restocked in Shopify, and the standard return restock rules in Returbo are disabled. Instead, restocking is handled entirely through Ongoing.
Because of this, the “Restock” setting on return reasons works differently when Ongoing is activated:
If a return reason has “Restock” enabled, the item will not be set to Scrap by default in Ongoing.
The warehouse can still manually change this if needed.
If a return reason has “Not Restock”, the item will be set to Scrap by default in Ongoing.
All complaint return reasons are by default set to Not Restock, meaning Scrap will be preselected in Ongoing.
Payment Methods
There are two refund methods in Returbo:
1. Manual Payment Processing
The warehouse updates the return status in Ongoing.
You must manually approve and process the refund in Returbo.
2. Automatic Payment Processing
When the warehouse approves the return in Ongoing, the refund is triggered automatically.
Important for Automatic Refunds
For an automatic refund to be processed:
The return must be processed in Ongoing
ANDThe order must be Closed in Ongoing.
If the order is not closed:
The return will remain in “Pending approval” in Returbo.
To process the refund, you must switch to Manual Payment Processing and handle it manually.
General information
Old Orders (Created Before Ongoing Was Activated)
If you had return requests in Returbo before activating the Ongoing integration, those requests will not follow the new Ongoing flow.
These requests must be processed the old way:
You will not see warehouse approval status in Returbo.
They must be handled manually according to your previous process.
Only new return requests created after the integration is activated will follow the new Ongoing flow.
Exchanges with Ongoing
When using Ongoing, the exchange setting must be set to “New Order.”
This means:
A new order is created with a 100% discount.
The new order is tagged “Not_ready_for_exchange” while the return request is pending.
Once the returned item has been received and approved in Returbo, the tag changes to “Ready_for_exchange.”
This ensures that the warehouse knows when they can ship the replacement item.
Important Limitation
With this exchange method:
If a customer later returns an exchanged order, the refund amount will always be 0.
You must manually refund the customer on the original order.
This limitation exists because Ongoing does not support the latest Shopify exchange updates.