Audience: Retail store associates · App: Redo Returns & Exchanges V2

For store managers: one-time setup

Do these once per store before associates start. None of it can be done from the register.

Confirm the Redo app is installed on the Shopify store. Redo will not appear in the POS sales channel until it is.
In Shopify Admin, go to Sales channels > Point of Sale > Settings > POS apps and turn Redo on.
Go back to the POS sales channel, click Page, then Add tile > Embedded Apps > Redo > Redo Returns and Exchanges V2.
Grant each associate POS app access permission on their staff profile. Without it, the tile appears but won't open.
Decide your store's default answer for Restock item, and tell your associates.

Use V2 only. The original Redo POS app (V1) is deprecated and unsupported. Remove any old V1 tile and replace it with Redo Returns and Exchanges V2.

Also worth checking: turn off Shopify's native self-serve returns (Shopify Admin > Settings > Customer Accounts). If it stays on, customers can start returns from their Shopify account and bypass Redo entirely.

Before your first return

Four things should already be true. If any of them isn't, ask your store manager.

The Redo Returns tile is on your POS home screen
Your staff account has app access (the tile opens when you tap it)
You know your store's restocking policy
You know your store's policy on worn or damaged goods. Judging item condition is your call, not the app's

Video walkthroughs

Three short screen recordings cover the whole flow end to end.

Exchange where the customer owes a balance (”Shop now”)

Even swap (variant exchange) and $0.00 checkout

Gift return at POS

🎬 About the gift video. It was recorded on an earlier version of the app, so a couple of labels look different from what you'll see today. The compensation screen says Exchange where the app now says Shop now, and the header reads Redo - FREE Return Automation rather than Redo Returns & Exchanges V2. The steps themselves are unchanged.

The whole thing at a glance

Every return follows the same eight moves. Steps 1-7 happen inside Redo. Step 8 happens back in Shopify POS.

Open Redo - from the tile, or from the customer's order
Find the order - type the order number
Pick the items coming back - tick each one, then Continue
Say why, and how - reason plus return method
Confirm the item details - check the tags, then Continue
Choose what the customer gets - Shop now, store credit, or refund
Review and submit - add every new item to cart first
Finish in the POS cart - always, even when the total is zero

Step by step

Button names below match exactly what appears on screen.

Step 1 - Open Redo

There are two ways in, and the second saves you typing.

From the home screen. Tap the Redo Returns tile on the POS grid. You'll type the order number yourself.
From the customer's order. Search the order in Shopify POS, open it, then tap Redo Returns & Exchanges V2 in the actions list on the right. Redo loads that order automatically.

Prefer route two. Opening from the order means no mistyped order numbers, and you've already confirmed you have the right customer in front of you.

Step 2 - Find the order

If you came in from the tile, you'll land on a screen with an Order number box.

Type the order number, including the #, then tap Start a return.
If the customer is returning a gift, you still need the order number here. Expand Start a return for a gift and add the recipient's details before continuing. Full steps in the Gift returns section below.
If they're picking up where an earlier return left off, tap Find existing return.

No order number? Search for the customer by name or email in Shopify POS, open the order from their history, and use route two from Step 1.

Step 3 - Pick the items coming back

The Select items to return screen lists everything on the order.

Tick the box next to each item the customer is handing over.
Tap Continue. It stays grayed out until you've selected at least one item.

About the "Non-returnable items" group. Anything listed there can't be returned under the store's policy and has no tick box. That's expected, so don't go hunting for a way around it. If the customer disputes it, get a manager.

If you need to start over. Once a return has been found, a Reset Return button appears. It clears everything you've entered and takes you back to the beginning. Use it the moment you realize you're on the wrong order or have the wrong items. It's much cleaner than backing out screen by screen.

Step 4 - Say why, and how

On the Return details screen you answer two separate questions.

Why is it coming back? Pick one of the reasons under Return reason #1. Options include Doesn't fit, Damaged, Changed my mind, Wrong item received, Quality issue, and Other. If none fits, type your own in Or enter a custom reason. This feeds store reporting, so a real answer is worth the extra two seconds.
What kind of return is it? Under Return method you get exactly two choices:

Variant exchange	Refund, Store credit, or other item exchange
Choose when the customer wants the same product in a different size or color. Nothing else changes. A Select Variant section appears; pick the variant they want. Redo treats it as an even swap, so small price or tax differences don't land on the customer.	Choose this for a refund, store credit, or an exchange for a different product entirely. You'll pick between those three on a later screen (Step 6).

Add anything the next person should know in Add a note, then tap Continue.

Step 5 - Confirm the item details

The Add return reasons screen shows each item with tags summarizing what you entered. A green Ready for return tag means that item is good to go.

Check the tags read correctly. Tap Edit on any item you need to change.
Returning several items with different reasons? Set each one here.
Tap Continue.

Be thorough when adding return reasons. Each item becomes a datapoint that helps the team to ensure customers are being taken care of.

Step 6 - Choose what the customer gets

If you picked Variant exchange in Step 4, skip ahead. Redo already knows. Otherwise you'll land on Select the customer's return method with three options:

Shop now. They're taking something else today. Find each replacement with Scan barcode or the Search for products box, then tap Add item. Use Add another product for more, the + / − stepper for quantities, and Remove to undo.
Store credit. Issued to the customer as a digital gift card for the return value.
Refund. Money goes back to their original payment method.

Then tap Continue.

Check stock before you promise. Each search result shows how many are in store versus how many are to ship. Only the in-store number is something the customer can walk out with today.

Step 7 - Review and submit

The Review your return screen is your last chance to catch a mistake. Read it with the customer.

Items the customer is returning. Right products, right sizes, right quantities?
Restock item. Turn on if the item goes back on the shelf, off if it's damaged or headed elsewhere. Follow your store's policy.
Customer's new items. If they're exchanging, everything they're taking should be listed here.
Summary. Read the totals out loud. Return value is what's coming back, New order is what they're taking, and Payment owed is what they still owe.
Tap Submit return.

If you see red text reading "Please click 'Add to cart' for each item.", the Submit return button stays grayed out. Scroll up and tap Add to cart next to every new item, then come back down. One missed item blocks the whole return.

Step 8 - Read the next steps, then finish in the cart

The Return Complete screen confirms the return and tells you what to do next. Read the "Next Steps" block. The wording changes depending on the situation.

"The customer owes money for this exchange" means they need to pay before they leave. Take payment in the cart.
"The customer may leave, they do not owe money for this exchange" means no payment is needed, but you still have to close out the cart.

Tap I understand to exit, then finish in the POS cart (below).

Don't forget to finish in the cart. If you don't exit to the cart and finish checkout from there, the return will not process.

Picking the right return method

If the customer wants…	Choose...	What happens
The same thing in a different size or color	Variant exchange (Step 4)	Treated as an even swap. Price and tax differences on the same product aren't charged to the customer.
A different product altogether	Shop now (Step 6)	You add the new items to the return. The value of what they returned comes off as an Exchange Credit discount, and they pay any difference at checkout.
Credit to spend later	Store credit (Step 6)	Issued to the customer as a digital gift card for the return value.
Their money back	Refund (Step 6)	Refunded to the original payment method. Not available on orders originally paid in cash. Offer an exchange or store credit instead.

Say this before they choose. If the original order was paid in cash, tell the customer up front that you can offer an exchange or store credit but not cash back. Finding out at the end of the flow is a bad moment for everyone. The same is true of gift returns, below.

Gift returns

When someone returns a gift, the person at your counter isn't the person who paid for it. Redo handles that with one extra step at the start and one restriction at the end. Everything in between is the normal flow.

What's different at the start

On the Redo entry screen, before you tap Start a return:

Enter the order number as usual. You still need it. The gift fields identify the recipient, they don't look up the order.
Expand Start a return for a gift.
Fill in all three fields: Gift recipient email, Gift recipient first name, and Gift recipient last name.
Tap Start a return and continue through the normal steps.

All three fields are required once you start filling the section in.

Redo checks the email format and won't accept a partial entry. If you see "First name is required when gift details are provided" or "Please enter a valid email address", finish the section before moving on.

No order number?

The gift receipt usually has it. If not, look the purchaser's order up in Shopify POS under All orders and read the number off it, then come back to Redo. There's no way to start a gift return from the recipient's details alone.

What's different at the end

On the Choose Compensation Method screen you'll only see two options instead of three:

Shop now - they pick something else today.
Store credit - issued as a digital gift card in the recipient's name.

Everything else matches the normal flow: same item selection, same return reasons, same Add to cart requirement on the review screen, and the same finish-it-in-the-cart rule.

There is no Refund option on a gift return, and that's deliberate. A refund would have to go back to the purchaser's original payment method, not to the person standing in front of you. Tell the customer this at the start of the conversation, the same way you would for a cash-paid order, so the offer doesn't come as a surprise at the end.

Finishing in the cart

A return isn't finished until you close it out in the POS cart.

Submitting in Redo is only half of it. If you walk away at the Return Complete screen, the exchange sits unfinished, the customer's new item never gets recorded against them, and someone has to untangle it later.

This applies even when the total is $0.00.

After you tap I understand, go to the Cart in Shopify POS. Redo has already put everything there for you.

Check the cart. The customer's new items are listed, with the value of their return applied as a discount labeled Exchange Credit.
Tap the Checkout button. It shows the amount owed, often Checkout $0.00 on an even swap.
Take payment if there's a balance. At $0.00, POS marks it paid on its own.
Offer a receipt. Tap Email or Text on the receipt screen, then Done.

When you're back at an empty cart, the return is genuinely complete and the customer can leave.

Quick answers

The Submit return button is grayed out.

Almost always the Add to cart step. Scroll up the review screen and check every item under Customer's new items. Each one needs Add to cart tapped individually. Look for red text near the summary confirming this.

The customer paid cash and wants a refund.

Cash-paid orders can't be refunded through POS. You can offer an exchange or store credit. Say so early in the conversation rather than at the end.

An item won't let me select it for return.

Check whether it's under Non-returnable items. Those are excluded by store policy and can't be selected. Get a manager if the customer disputes it.

The Redo tile isn't on my POS home screen.

Nothing you can fix from the register. Your manager needs to add it in Shopify admin under the Point of Sale channel, using Redo Returns and Exchanges V2. The older version is no longer supported.

I tapped Redo but nothing opened.

Usually a permissions issue on your staff account. Ask your manager to enable app access for you in Shopify POS staff settings.

I submitted the return but never went to the cart.

Go to the Cart now. If it's still populated, complete the checkout as normal. If the cart has been cleared or the customer has already left, tell your manager so it can be sorted out on the back end. Don't start a second return for the same items.

I started a return on the wrong order, or picked the wrong items.

Use the Reset Return button. It appears once a return has been found and clears the whole session so you can start clean. Do this rather than backing out screen by screen or submitting something wrong and fixing it afterwards.

How does the customer get their store credit?

Store credit is issued as a digital gift card, created automatically once the return is resolved. It isn't a balance you apply at the register during this transaction. It's theirs to use on a future purchase.

Should I turn Restock item on or off?

On if the item goes straight back on the sales floor. Off if it's damaged, worn, or headed somewhere other than your shelf. Your store sets the default. Ask your manager if you're unsure.

The customer wants to return something bought online.

That's fine. Redo looks up online and in-store orders the same way. Search the order number, or find the customer in POS and open their order.

Someone is returning a gift and wants their money back.

You can't do it. Gift returns offer Shop now or Store credit only, because a refund would go back to the purchaser's card rather than to the person in front of you. Say this early in the conversation rather than at the end.

A gift return won't let me continue past the first screen.

Once you start filling in the Start a return for a gift section, all three recipient fields are required. Check for a red error under Gift recipient email or Gift recipient first name and complete the section. You also still need the purchaser's order number in the field above.

An order shows as unfulfilled in Redo but fulfilled in Shopify.

This is a sync hiccup. A manager can force a resync from Orders > All Orders > select the order > Order actions > Sync orders.

Key takeaways

Open Redo from the customer's order, not the tile. It means fewer mistakes.

Return method is the big decision. Same product, different size or color = Variant exchange. Anything else = the other option.
Every new item needs "Add to cart" on the review screen, or Submit stays locked.
Always finish in the POS cart, even at $0.00. This is the single most common mistake.
Cash-paid orders can't be refunded. Exchange or store credit only. Say it early.
Gift returns can't be refunded either. They need the purchaser's order number plus the recipient's email and name, and they end in Shop now or store credit.
Read the "Next Steps" block on the Return Complete screen; it tells you whether the customer owes money.

Store Associate Guide: Redo Returns in Shopify POS