Available on the Plus, Premium, and Enterprise plans.
How does the "Use SKU to Connect Products" setting work in Returbo?
If you delete a product from Shopify and replace it with a new one that has the same SKU, Returbo can automatically link them. This means your customers can still exchange an item, even if the exact product they originally bought no longer exists in your store.
This guide explains what the setting does, when to turn it on, and what to check before you enable it.
What This Setting Does
Normally, Returbo matches a return or exchange request to the exact product a customer bought. But sometimes that original product gets deleted, for example, if you manage your catalog through another system that syncs to Shopify.
When Use SKU to Connect Products is turned on, Returbo looks for another product in your store with a matching SKU. If it finds one, it treats that product as the same item, so the customer's exchange can still go through smoothly.
Without this setting, a deleted product with no match would block the exchange, since Returbo would have no product to point the customer to.
When to Turn This On
This setting is a good fit if:
You manage your product catalog in a WMS (warehouse management system) or ERP system that syncs to Shopify
Product updates in that system delete and recreate the product in Shopify (rather than editing it in place)
Every product in your store has a unique SKU
If your product data works this way, turning this setting on helps make sure past purchases stay exchangeable, even after a sync replaces the product behind the scenes.
Before You Turn It On: SKU Requirements
This feature relies entirely on SKUs being unique. Before enabling it, make sure:
Every product (and variant) in your store has its own SKU
No two unrelated products share the same SKU
Not sure how SKUs work in Shopify, or how to add them? Shopify has a full guide on setting up and managing SKUs: Shopify Help Center: SKU.
⚠️ Important: Don't Reuse SKUs for Unrelated Products
Only turn this setting on if your SKUs are unique to each product. If you reuse an old SKU for a new, unrelated product, Returbo may connect a customer's exchange to the wrong item. Keep this setting off if your store reuses SKUs this way.
How to Turn On SKU Matching
Go to your Returbo Dashboard.
Navigate to Settings > Request settings > General
Find the Use SKU to Connect Products section, all the way down
Select Yes, I want to link products via SKU.
Once this is turned on, Returbo will automatically try to match deleted products to existing ones by SKU whenever a customer starts an exchange.
Next Steps
Want to make sure your SKUs are set up correctly first? Check out Shopify's guide to SKUs before turning this setting on.
If you're not sure whether this setting is right for your store, reach out to the Returbo support team, we're happy to help you decide.