Processing Returns for Meta Orders

OVERVIEW

This article explains how merchants can process returns for orders from Facebook and Instagram, along with the current limitations that can arise during the process.

Shoppers can return items purchased through sales channels like Facebook and Instagram using Loop, provided the order has a Shopify order number and the return is initiated within the return window. However, some return outcomes for these orders may be limited.

Note: These are Shopify limitations and are outside of what Loop can control.

As a result of the way Shopify and Meta currently connect, returns for orders placed through Facebook or Instagram can be trickier than normal to manage in Loop.

Loop has put guardrails in place and recommends best practices to make Meta returns as smooth as possible, but ultimately merchants should expect the occasional hiccup with these returns until Shopify and Meta improve how their systems work together.

While some refunds through Facebook or Instagram can work from Loop > Shopify > Facebook, our understanding is that partial refunds cannot be made through Shopify and must be made directly on Facebook.

Only full refunds can be made in Shopify into Facebook, meaning all products on the original order are returned for a full refund (less any fees). This limitation is called out by Shopify in their UI.

If Loop encounters an error attempting a refund, the merchant will receive a refund error in the Loop Admin saying "Errors in response: Arbitrary refund not allowed," and the return will be added to the Needs Review tab where it can be actioned. From there, the merchant would issue the refund on Facebook directly and then close the return in Loop.

The limitation surrounding partial refunds can also lead to issues for merchants who charge handling fees on all returns. Since a fee would mean that the full amount originally paid wouldn't be refunded, handling fees can't be charged on Meta returns.

The recommended workaround for this situation is for merchants should apply order tags to all Meta orders and then set up a workflow to waive handling fees on the tagged orders. Here's an example of what that workflow would look like:

For details on how to set up workflows, see Workflows.

If a merchant is using Shopify's Native Exchange functionality, customers returning a Meta order will not see the option to place an exchange and will only see refund options available.

Please reach out to support@loopreturns.com for any additional questions.