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Changelog: A clearer return flow

· 3 min read
Baltix Team

We reworked the whole return flow in Baltix. Starting a return, handling one created in Shopify, and following the parcel back to you are now much clearer.

What's new​

Two clear ways to start a return​

Open an order and click Initiate Return, then pick one of two options:

  • Merchant Return: your customer told you what they want to send back. Select the products and quantities yourself (the Max button selects the full quantity in one click), add the reason, and Baltix creates the return in Shopify right away.
  • Customer self-service: send your customer a link to the return portal. They choose the items, the reason and their drop-off point, and you approve the request from the order.

Returns created in Shopify are handled automatically​

If a return is created directly in Shopify, Baltix picks it up. Once your return settings are ready, the customer gets an email to choose their drop-off point. The returned items are shown as read-only in the portal, so only the logistics can change.

If your return settings aren't complete yet, the order tells you exactly what's missing and links to Settings → Shipping → Return.

You choose where the parcel comes back​

Pick the parcel locker where you want to receive returns directly from the order. The customer's drop-off point and your reception point both appear in the order timeline.

Labels and tracking attached to the Shopify return​

The return label you create in Baltix is now attached to the Shopify return together with its tracking number and tracking link. Return tracking also has its own place in the timeline, separate from the outbound shipment.

Return reasons that match Shopify​

Reasons chosen by your customers (defective, wrong item, changed their mind, doesn't fit, other) are mapped to Shopify's standard return reasons, so your Shopify reports stay accurate.

Returns and refunds stay separate​

Baltix handles the logistics of a return: the request, the drop-off and reception points, the label and the tracking. Your return fees are still shown and can still be adjusted. Refunds are no longer issued from Baltix: you issue them in Shopify as usual.

Action required​

Baltix now needs one extra Shopify permission to attach return labels to Shopify returns. The next time you open the app, Shopify will ask you to approve it.

Learn more in the EU withdrawal and returns guide.