# Refunding Shopify Orders from POS (In-Store)

For merchants offering in-store returns for online orders, DotApparel supports automatic refunds through Apparel21 POS. This process ensures refunds are correctly mapped and processed in Shopify without manual intervention.

{% hint style="info" %}
A `refunds.csv` is required for this functionality. An Apparel21 Consultant can set this up for you for a one-time fee 
{% endhint %}

### **How to Refund Shopify orders from POS (in-store)** <a href="#how-the-auto-refund-works" id="how-the-auto-refund-works"></a>

1. **Store staff processes the return** in Apparel21 POS using the correct return reason.
2. **A `refunds.csv` file is uploaded to SFTP** at a set frequency (i.e., every 5 mins)
3. **DotApparel receives and processes the refunds in Shopify** when it's eligible for Auto-Refunds

{% hint style="info" %}
Merchants must notify the DotApparel team about wanting the ability to refund via Apparel21 POS (In-store). An Apparel21 Specialist needs to generate the `refunds.csv` file

The `refunds.csv` consists of online orders that were refunded in-store via Apparel21 POS.
{% endhint %}

### **`refunds.csv` File Requirements**

* The `refunds.csv` must only include refund transactions, not exchanges or store credits.
* The file must include the `WEB_ORDER_NUMBER` column for Shopify order mapping.
* Merchants must notify DotApparel if they want to enable POS refunds via Apparel21.
* An Apparel21 Specialist must generate the `refunds.csv` file.

### **Understanding `refunds.csv`**

The `refunds.csv` contains **online orders refunded in-store via Apparel21 POS**. DotApparel uses this file to verify refund eligibility and process the refund in Shopify.

Each record must include:

* **WEB\_ORDER\_NUMBER** – The Shopify Order Number. DotApparel uses this to validate the order in Firestore.
* **RETURN\_REASON** – The Apparel21 return reason code. It must match a pre-configured reason in DotApparel Core.
* **Refund Amount** – If multiple products were refunded in a single transaction, DotApparel will **sum the refund amounts** before processing.

Additionally:

* The **same AP21 payment type (tender) used for web sales** should be applied for refunds (e.g., "Shopify Payment").
* The Apparel21 Consultant will configure POS to surface the correct tender.
* The refund record should meet these conditions:
  * A retail transaction contains a **negative amount** (e.g., -$50), indicating a refund.
  * The original sale was an online (web) purchase.
  * The return (credit) value is correctly recorded.

### **For Web-Based Refunds**

For refunds processed **directly via Apparel21**, DotApparel regularly **downloads updated orders** and checks for returned items. If the return reason matches the pre-configured settings in DotApparel, the system will automatically trigger the refund in Shopify.

### **ℹ️ Merchants using Auto-refunds & Yotpo Loyalty**

If a future merchant is using **both DotApparel Core; Auto-refunds** and **Yotpo Loyalty**, they may require a `refunds.csv` to be sent to two different SFTP destinations.


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