This is the quick guide to the most common problems with returnEasier. For each symptom you have the most likely cause and how to resolve it. If you are still stuck after these steps, write to us from the help centre contact form.
The withdrawal button does not appear in the store
The cause is almost always that the App Embed is not activated in the theme editor.
- In Shopify, go to Online Store → Themes → Customize.
- Open App embeds, at the bottom of the left-hand panel.
- Activate returnEasier and save.
- Check that you are looking at the published theme (not a draft) and that the chosen position (footer, header or floating) is in view.
If you use the 'Withdrawal link' App Block (the discreet link that can be placed in a footer column or a section), remember that you have to add it to a section: Add block → Apps → Withdrawal link. The detail is in 'Activating the withdrawal button in your theme'.
The refund fails
The refund is executed by Shopify with its API (refundCreate); returnEasier only instructs it, it never touches the money. If it fails, the message comes from Shopify and is usually due to:
- The order was already refunded (totally or partially) and the remaining amount does not match.
- The amount exceeds what is refundable.
- The payment method does not allow automatic refunds.
- A permission is missing or the order is in a status that does not allow it.
What to do: read the error, adjust the amount (you can make partial refunds) and retry. If Shopify does not allow it, do the refund from the order itself in Shopify and mark it on the request. More context in 'Legal Flow actions'.
The shipping label is not generated
Shipping labels are part of the Scale+ plan and integrate Sendcloud. Check, in order:
- Plan: you have to be on Scale (or higher).
- Sendcloud keys: valid. They are validated live when you save them; if they fail, paste them again.
- Configuration: return address, carrier and weight correct.
- Label status: the label goes through statuses (no label → generating → created / pending verification / failed). If it ended up failed, click retry; if it is pending verification, complete it in Sendcloud.
The detail of the whole integration is in 'Shipping labels with Sendcloud'.
The email does not arrive
It depends on which email is missing:
- New-request notification (to you): it goes to your store's contact address in Shopify (Settings → General). If it is empty or outdated, it does not arrive. Also check the spam folder.
- Confirmation to the customer: if the customer says they did not receive it, open the request detail and click 'Resend confirmation' (withdrawals only). It is idempotent: it does not duplicate.
Which emails exist and when they are sent is in 'What emails does returnEasier send and to whom?'.
The plan does not sync
With Shopify managed billing, the active plan is read from the Partner API, not from the Admin API (which does not see managed plans). returnEasier reconciles the plan when you open the dashboard or the Plans page.
What to do: open Plans again to force the read. A plan change you just made can take a few seconds to be reflected. If you downgraded or cancelled, the app drops to Free when it detects the cancellation event. The whole flow is in 'Changing plan and billing'.
The customer cannot find their order or the link expired
This is on the customer's side, but they may ask you about it:
- The customer must use the same email as the order and the order number exactly as it is.
- The magic link expires in 1 hour: if it has passed, they should start again from the button.
- There is a limit of 3 attempts per hour per email (changing the order number does not reset it).
The customer version is in the help centre, buyers' section.
I still cannot resolve it
If none of the above works, write to us from the contact form in the help centre with your store domain, the request identifier (if applicable) and a screenshot of the error. The more specific, the faster we can help you.