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Best Practices for Managing Shopify Refunds and Credit Memos in Webgility Desktop

This article helps Webgility Desktop users who manage refunds and returns within Shopify, clarifying how credit memos are generated in Webgility Desktop. It explains the differences in SKU detail appearances based on whether items are returned or refunded, and offers best practices for reconciliation and setting accurate expectations. The guide is especially helpful when users experience confusion about missing SKU details on credit memos or require help posting Shopify payouts to their QuickBooks Desktop.


Scenario 1: Refund with Returned Items

When the customer initiates a return in Shopify and the returned item is physically marked as received:

  • Webgility Desktop generates a credit memo with SKU/item details

  • The memo includes the refunded product(s) with quantities and line-item references

Scenario 2: Refund Only (No Return)

If the customer only issues a refund but doesn’t mark the item as returned:

  • Webgility Desktop still generates a credit memo, but it will not include SKU details

  • Only the refund amount will appear for accounting purposes

Recommended Support Steps

1. Verify Order Details in Shopify

  • Ask the customer to confirm whether the transaction was a refund, return, or both

  • Have them check the Shopify timeline or order details for return processing flags

2. Check the Credit Memo in Webgility Desktop

  • Open Webgility Desktop and navigate to the Refunds or Credit Memos section

  • If it’s a refund-only transaction, let the customer know that SKU/item lines will not appear

  • If it was a return, make sure the SKU data appears correctly in the memo

3. Explain the Shopify Limitation

  • Shopify only sends SKU-level return data when a product is physically returned

  • Webgility Desktop syncs directly with this data structure

  • Refund-only credit memos are intended for accounting adjustment only, not for inventory changes

Downloading and Posting Shopify Payouts

Step 1: Locate the Payout in Shopify and Webgility Desktop

  • Guide the customer to Shopify > Payments > Payouts

  • In Webgility Desktop, go to Orders > Payouts > Shopify

  • Match the relevant payout by date or reference ID

Step 2: Post the Payout in Webgility Desktop

  • Use the accounting sync feature in Webgility Desktop

  • Ensure the payout amount and reference ID match what's in Shopify

  • Confirm the payout is reflected properly in the customer’s QuickBooks Desktop or other accounting software