Overview
Here is the list of common errors customers face while using AfterShip Returns for their eCommerce problems, and why they occur in the first place.
Error: Refund failed
Reason: There is a known limitation between Shopify and Meta (Facebook, Instagram, or Marketplace) that you can only fully refund Meta orders through Shopify.
Solution: If you would like to partially refund (Deduct the cost of return or other variables) your Meta orders, you'll have to manually refund your customers on Facebook, Instagram, or Marketplace.
Error: Unable to submit a return request (Product unavailable, please contact the store)
Solution: If the end customer has received the error Product unavailable, please contact the store, please check the product configuration on AfterShip Feed for TikTok Shop sales channel. If the exchange product isn't published on the sales channel, the shopper won't be able to exchange the product. Additionally, if the desired exchange variant is unavailable due to listing updates or syncing issues with your eCommerce platform, the exchange must be handled manually outside the AfterShip Returns workflow.
Why doesn’t the Exchange resolution option appear on the Returns page?
Reason: The Variant Exchange resolution option may be hidden due to one or more of the following reasons:
The return or exchange item is in Draft, Unlisted, or Deleted status.
The exchange item is out of stock or has reached the configured 'minimum inventory' threshold.
Original order is marked under “Refund owned” for merchants using the Exchange API.
Checkout is disconnected while the merchant is using the Charge/Refund on Exchange option.
Solution: Merchant should firstly verify the product status and inventory in their eCommerce platform. If none of the above conditions apply and the issue still persists, our support team will raise query for further investigation. Additionally, once an exchange RMA is created, it cannot be edited even if it is still pending. If changes are needed, such as modifying the item size, the RMA must be rejected and a new one created.
Steps for Rejecting and Resubmitting RMAs
If an RMA needs to be rejected and resubmitted, follow these steps:
Reject the original RMA in the system.
Direct the customer to your Returns page.
Instruct the customer to create a new request and select the correct item size or other details during the exchange flow.
Handling Shipping Method Changes
Once a return request is approved, the shipping method cannot be directly changed. Here are two workarounds:
Reopen the Request: Reject the approved RMA and have the customer submit a new return request, selecting the desired shipping method (e.g., "Generate label with AfterShip").
Manual Label Creation: If reopening the request is not feasible, create a return label outside of AfterShip Returns using your carrier or label tool, and send it to the customer separately.
For any further questions or help, please contact our chat support team or reach out to us at [email protected].