Troubleshooting: the button does not appear, the refund fails and other cases

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.

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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.

1. In Shopify, go to Online Store → Themes → Customize.
2. Open App embeds, at the bottom of the left-hand panel.
3. Activate returnEasier and save.
4. Check that you are looking at the published theme (not a draft) and that the chosen position (Footer, Header or Floating button) 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 and retry. In the app the amount is the one Shopify suggests for the selected items and it cannot be edited; if you need a different amount, do the refund from the order itself in Shopify: returnEasier records it only if that order has a single pending request (if there are several, it does not assign it), if the refund covers exactly that request's items and quantities, and if it returns money (an amount-only refund, with no items, does not count; for a withdrawal, it must also go to the original payment method, not to store credit). Otherwise, the request stays open in returnEasier even though Shopify has already returned the money. 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:

1. Plan: you have to be on Scale (or higher).
2. Sendcloud keys: valid. They are validated live when you save them; if they fail, paste them again.
3. Configuration: return address, carrier and weight correct.
4. Label status: the label goes through statuses ('Generating label…' and then 'Label ready', 'Pending verification' or 'Label not generated'). If it ended up in 'Label not generated', click 'Retry label'; if it is in 'Pending verification', click 'Verify in Sendcloud' on the request detail (or 'Discard pending label' if it was never created).

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 email in Shopify (the one Shopify uses to write to you, not the one for contacting customers). 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. If the timeline shows 'Acknowledgement not sent (resend it from this screen)', the automatic send failed and the button is called 'Send confirmation'.

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 cancelled, the app drops to Free when it detects the cancellation; if you downgraded, to the plan Shopify marks as active. 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.
• We handle at most 3 requests an hour per email address, store and route —withdrawal and commercial return have separate quotas—, not per order (changing the order number does not reset it). It counts the verified request, not the email received: if our send fails, the attempt is already spent. That limit is silent: the screen keeps saying 'we are verifying' and simply no further email goes out; the previous link is still valid for its hour.
• If what they see is the 'too many attempts' notice, that is a different limit: it goes by internet connection (IP), not by email address, and protects the form from anyone trying details at random. Tell them to wait a while: the limit clears on its own. If it is urgent, check the order details yourself and get back to them.

The customer version is in the help centre, buyers' section.

The 'Manage returns' block does not appear in the store

It is for Pro and above: on Free and Compliance it is not shown even if you place it. After changing plan, open returnEasier so the app syncs your plan with the store. If you downgrade from Pro, the commercial portal stops being available.

If the service that limits attempts fails

If that service does not respond, withdrawal keeps working (with a temporary limit); commercial returns and photo uploads are rejected until it comes back.

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.