Exchange invoices and follow-up

When the invoice is sent

ZenReturn settles a ship-back exchange when the return is received, and a returnless exchange when you approve it. If the replacement costs more than the credit, ZenReturn makes a draft order in Shopify and emails the customer "Complete Your Exchange". The email shows the amount due and a Complete payment button that opens the invoice.

The draft order holds the replacement stock for 7 days.

On the return page

1. Invoice sent: the customer has not paid yet. The page shows the date until which the stock is held.
2. Invoice paid: the customer paid, and Shopify made the order. The page shows the Shopify order ID.
3. Invoice unpaid: the invoice is still unpaid 7 days after it was sent, and the stock is no longer held.

When the invoice stays unpaid

ZenReturn checks unpaid invoices once a day. When an invoice is still unpaid 7 days after it was sent, ZenReturn marks the return Invoice unpaid, adds a note to its history, and emails you once at the Notification email in Settings → General. Then do one of these:

1. Contact the customer about the invoice. If they pay, the page shows Invoice paid.
2. Select Cancel exchange, then Confirm. ZenReturn deletes the draft order and refunds the credit to the customer's original payment. If the customer pays first, nothing is cancelled.
3. If you settled the exchange another way, select Mark settled by hand, then Yes, mark settled. ZenReturn stops flagging the invoice and issues no store credit.

If Shopify does not confirm the refund after a cancel, the page shows Refund not confirmed. Select Retry refund: ZenReturn sends the same refund, never a second one.

If a payment still arrives after you cancel or settle the exchange, ZenReturn adds a note to the history of the return that says what to check. ZenReturn stops checking an invoice 60 days after it was sent.