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Returns & Refunds

The post-refund operator view. Works for native, third-party, and manual refund flows.

Returns & Refunds is the operator’s post-refund view: every refund event RefundSentry has scored, with the linked native return when one exists. It works whether you use Shopify’s native Returns API, a third-party app (Loop / Returnly / AfterShip), or manual refunds with no return workflow at all — refunds are the canonical source of truth.

Columns

  • Return ID— Searchable. Synthetic for refund-only flows.
  • Customer— Searchable by Shopify customer ID.
  • Type— Damaged / Defective / Wrong Item / Not As Described / etc. Derived from the return-reason cluster.
  • Risk zone— HIGH / MEDIUM / LOW badge.
  • Score— 0–100 with the top contributing signals.
  • Refund amount— What was paid out.
  • Return count— How many refunds this customer has had with you.
  • Window state— Whether the refund is inside your return-policy window.

Tabs and filters

  • Opentab — native returns awaiting your decision (REQUESTED or APPROVED with no refund yet). This is the tile the dashboard’s “Open returns” KPI links to.
  • Alltab — everything refunded in the date range.
  • Return type, Risk zone, and Window state chip filters.
  • Moremenu — Status and Flags filters (chargeback, fraud-ring member, inside/outside window, watched).
  • CSV export— up to 10K rows inline. Larger exports run as a background job and email you a link.

Refund-first, not return-first

Every row is keyed on a refund event. If Shopify has a native return attached, the table shows it (type, items, dates). If there’s no native return — common when you process refunds through Shopify admin directly or via a third-party app — the row still appears with whatever metadata we can recover. This means the page is fully populated even for shops that never use Shopify’s Returns API.

Return detail page

Clicking a row opens the full breakdown: signal contributions, customer history, line items, the linked order, the refund timeline, and the action audit trail. From here you can tag the customer, add a note, escalate, or kick off a workflow.

Next steps