Why has my customer not received a return slip? They say they've registered a return, but I can't see it in Returbo and the order says a return is in progress.
What's happening
This usually means Shopify's self-service returns feature is turned on in your store's customer accounts settings.
When this feature is on, customers can request a return by logging into their Shopify account, without ever going through Returbo. Shopify will show the return as "in progress," but:
The return has not been registered in Returbo
The customer has not received a return shipping label
You won't be able to process the return through your Returbo Dashboard
To fix this, you'll need to turn off Shopify's self-service returns, cancel the return that was created in Shopify, and then register it properly through Returbo.
Step 1: Turn off Shopify self-service returns
In your Shopify Admin, click Settings in the bottom left corner.
Use the search box to search for "return".
Select Self-service returns.
Under Customer accounts, turn off self-service returns.
This stops future returns from being created outside of Returbo.
Step 2: Cancel the existing return in Shopify
Turning off self-service returns won't cancel a return that's already in progress. You'll need to cancel it manually.
In Shopify Admin, go to the order with the return in progress.
Find the box labeled Return in progress.
Click the three dots (⋯) on the right side of that box.
Select Cancel return.
The return is now cancelled in Shopify and cleared out of the way.
Step 3: Register the return in Returbo
Now that the Shopify return has been cancelled, you're free to register the return the normal way.
Open your Returbo Digital Return Form.
Register the return as you normally would.
Your customer will now receive their return confirmation and shipping label through Returbo, and you'll be able to track and process everything from your Returbo Dashboard.
A quick tip going forward
Keeping Shopify's self-service returns turned off ensures every return goes through Returbo from the start, so nothing slips through without a shipping label or dashboard visibility.