# 1. Refund flow > REFUND Check the whole refund flow with a test order: request, approval, send back, inspection and refund. ## 1. Settings for testing automatic refunds To check automatic refunds, you need to set up refund methods in advance. Go to Settings > Send back and refund > Refund > Refund method, click "Create refund method", and register the payment method name, payment method key, and refund method (Shopify and so on). The payment method key is matched exactly against the payment method of the order. See [Refund method settings](../setup/refund-method.html) for how to check the payment method key. ## 2. Create a test order In the system that orders are imported from, create a test order that is **paid and fulfilled**. ※Check that the shipping address, the billing address and the email address are all registered ※We recommend preparing several test orders: a single-item order, an order with several items, an order with an item that matches a return policy condition, and so on [動画: test-order-create.mp4] 00:00 Open Orders > Drafts in the Shopify admin 00:02 Click Create draft order 00:04 Search for a product and add it 00:08 Select a customer that has a shipping address, billing address and email address 00:21 Click Mark as paid and confirm to create the order 00:30 Use Mark as fulfilled to mark the order as fulfilled ## 3. Submit a request for a refund This is the request flow when the shopper wants a refund. The shopper answers the interview items such as the return reason, then selects a send back method and a refund method to submit the request. While you submit the request, check the following as well. - Whether the interview questions appear in the order and with the contents you set - Whether the resolution methods (refund or exchange) appear as restricted by your return policy - Whether the result after the request matches your approval rules (automatic approval, manual approval or automatic rejection) [動画: refund-request.mp4] 00:00 Open Return management in the admin 00:03 Copy the return/cancel request page URL in Settings > Shopper portal > Domain 00:11 In Shopify, check the test order that is paid and fulfilled 00:14 Open the return request page with the copied URL 00:20 Enter the order number and email address, agree to the return policy, and search for the order 00:25 Select the item to return 00:28 Select a return reason 00:33 Upload photos showing the condition of the item 00:42 Once the photos are uploaded, click Next 00:46 Select Refund as the preferred resolution (exchanges are unavailable when the item is out of stock) 00:54 Review the selection and click Submit return request ## 4. Approve the request (for manual approval) Open the request in Return management in the admin and approve it from "Approval process". Select the approval result (approve or reject), check the send back method, who pays the return shipping, and the send back location, then click "Approve". Once approved, the shopper receives an approval email and can choose a send back method from the link in that email. ※If the return method, return location or who pays the return shipping differs per item, a "Do you want to use the same return conditions?" dialog appears. Choose "Use the same return conditions" to combine them, or "Approve without unifying the return conditions" to keep them separate [動画: approve-request.mp4] 00:00 Open the unapproved request from the Return management list 00:03 Check the request details (return reason, photos, requested resolution) and click Approval process 00:09 On the approval screen, specify the quantity to approve 00:12 Select the approval result (enter a rejection reason when rejecting) 00:15 Select Approve and check the return method, who pays the return shipping, and the return location 00:20 Click Approve 00:29 The approval email is sent to the shopper (you can check it in the preview) ## 5. The shopper completes the send back After approval, the send back deadline, send back method, and return address are shown to the shopper. The shopper completes the send back from this screen, and enters the carrier and tracking number when returning the item with a carrier of their choice. Check that the return methods you set, and who pays the return shipping (free or paid by the shopper), are shown. > **注意: Do not confirm a pickup during the test** > > Confirming a Sagawa Express or Yamato Transport pickup sends a real pickup request. Stop at checking what is displayed. [動画: sendback-request.mp4] 00:00 The shopper opens the send back screen from the link in the approval email 00:03 The shopper checks the approved items and clicks to agree and continue 00:08 The shopper selects a send back method (pickup or returning it themselves) 00:14 The shopper reviews the details and confirms 00:17 The send back deadline and return address are shown. When returning with a carrier of their choice, the shopper enters the carrier and tracking number ## 6. Inspect the returned item When the item arrives, open the request in Return management in the admin and enter the inspection result from "Confirm return". Enter the arrival date, inspection result, and accept status (accepted or rejected), and select "Restock inventory in the integration target" if you want to put the item back into stock. ※Do this step only after the returned item has actually arrived ※Before it arrives, check that the request is in the "Approved, not yet sent back" state [動画: inspection.mp4] 00:00 Open the request in Return management and click Confirm return 00:09 Enter the quantity of the returned items 00:11 Enter the arrival date 00:13 Select the inspection result and the accept status (accepted or rejected) 00:19 Click Mark as returned 00:24 The notification email is sent to the shopper ## 7. Process the refund After the item is accepted, process the refund. Confirm that the refund is executed in the connected system (such as Shopify) according to the refund method, or that it is recorded as refunded. Also confirm that the notification emails reach the shopper. [動画: refund-process.mp4] 00:00 Check the refund method and the suggested refund amount on the request details 00:03 Click to process the refund 00:05 Check the refund amount and click Mark as refunded 00:07 Click Refund in the confirmation dialog to execute the refund in Shopify 00:16 Confirm that the Shopify order shows as refunded and the return is closed Thank you for your work! Finally, check that the notification emails to the shopper (request received, approved, received, refunded) have arrived at each step.