Note
- If you have a Sandbox account, you must update your NetSuite Integration Bundle (Bundle ID: 81289, Version: 1.58.1.21) no later than February 23.
- The feature will be available in the Sandbox starting February 24 and scheduled for release to Production in the second week of March.
Improved Handling of Online and POS Exchanges
The Shopify – NetSuite integration app now supports Shopify’s native exchange process for both online and POS orders via GraphQL. For exchange scenarios, the integration app creates a new NetSuite order for the exchanged line items for both POS and online orders (previously supported only for POS). The integration app also creates a Return Authorization (RA) record in NetSuite for all returned line items.
Key enhancements
- Exchange and returns processing: Creates an RA record in NetSuite for each return, with the RA capturing the returned line items, while the replacement (exchanged) line items are created as a separate NetSuite order. The returns created in Shopify Admin or requested Online are processed via the newly introduced returns flow.
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Features supported:
- Support for multiple exchange scenarios: Supports even, upsell, and downsell exchanges by creating exchange orders in NetSuite as sales orders or cash sales.
- Multi-location exchange support: Enables returns and exchanges across multiple locations.
- Restocking fee handling: Syncs restocking fees for returned items from Shopify.
- Store credit: Supports issuing refunds as store credit based on your use case.
Legacy ExchangesV2 deprecation
- The integration app currently supports Shopify’s legacy ExchangesV2, which will be deprecated by the end of May 2026. To continue processing exchanges, you must enable the Sync native exchanges as separate sales orders or cash sales setting under Settings > General to migrate to Shopify’s native exchanges.
Impact and action required
- Review and test all downstream processes to ensure they support the native exchanges and returns model.
- If your Shopify store still uses the legacy ExchangesV2 mechanism, plan to migrate to Shopify Exchanges before the deprecation deadline.
Return Authorization (RA) flows for Shopify Returns
The integration app introduces new flows to support an end-to-end Shopify returns lifecycle synced to NetSuite as Return Authorizations (RAs). These flows ensure consistent management of return status, approvals, receipts, and refunds across systems.
New flows:
- Shopify returns to NetSuite return authorization (Scheduled): Syncs Shopify returns to NetSuite as Return Authorizations based on return status.
- NetSuite return approval to Shopify return approval (update) (Real-time): Syncs return approvals performed in NetSuite back to Shopify.
- NetSuite received RA to Shopify return process (Scheduled): Processes refunds in Shopify after returned items are received in NetSuite.
Together, these flows support the complete return lifecycle, including requested, open, approved, item receipt, restock, canceled, and closed states.
For more information on flow behavior, prerequisites, and configuration settings, see Support for Shopify Native Exchanges and Returns.
GraphQL upgrade for Shopify refund to NetSuite refund (add) flow
The Shopify - NetSuite integration app now supports a GraphQL-based refund import flow for syncing refunds from Shopify to NetSuite. This upgrade replaces REST-based refund processing and fully supports Shopify’s native returns and exchanges framework, improving accuracy for refunds involving exchanges, restocking fees, and return shipping adjustments.
What’s changing
- The Shopify refund to NetSuite refund (add) flow now uses Shopify GraphQL APIs instead of REST.
- Refunds created from Shopify native returns and exchanges are supported.
- Refund transactions are accurately mapped to NetSuite Credit Memos or Cash Refunds, preserving NetSuite as the financial system of record.
- Enhanced transaction mapping ensures refunds are correctly associated with their corresponding Shopify returns and exchanges.
Key improvements
- Accurate refund amounts for exchange scenarios: Correct handling of downsell exchanges and mixed positive/negative order edits.
- Improved fee handling: Restocking fees and return shipping fees are calculated and applied consistently using Shopify’s suggested financial outcomes.
- Better refund traceability: Refunds for returned items with a Return Authorization (RA) are linked to Shopify return IDs, preventing duplicate or incorrect refund creation.
- Improved handling of split and multi-order refunds: Refund amounts are distributed correctly across related exchange orders when applicable.
Required configuration update
To use the enhanced refund functionality:
- Disable the deprecated REST flow Shopify refund to NetSuite refund (add).
- Enable the GraphQL flow Shopify refund to NetSuite refund (add).
Note
- Returns flows are supported only when the GraphQL refund flow is enabled.
- The Return Authorization (RA) must be in Pending Refund status in NetSuite for the integration app to create refunds against the RA.
Known limitations
- Partial refunds are supported only when the Shopify return is in a Closed state.
- Refunds can be issued to either the original payment method or store credit; splitting refunds across methods is not supported.
Action recommended
- To take advantage of Shopify’s latest refund, return, and exchange capabilities, migrate to the GraphQL-based refund flow.
- Review any custom workflows or scripts that rely on legacy REST refund behavior.
For more information about the GraphQL refund flow, see Sync order refunds between Shopify and NetSuite.