We strongly recommend all Pietra Fulfillment customers use the Pietra Returns and Exchanges Tool, and not Shopify’s native returns feature whenever possible.
Here’s why:
Pietra’s Returns Tool connects directly to our warehouse management system (WMS). This means your inventory, refunds**, and restocks will be handled seamlessly.
Shopify’s native return and refund features only update order and payment data. Their tool does not update your physical inventory counts.
Using the Pietra Returns and Exchanges Tool keeps your inventory accurate and your customers’ refunds consistent with what’s actually in our warehouse.
During onboarding, our team helps every brand set up their Pietra Returns Tool and ensure that it’s synced properly with your store.
**Please note: if you're offering store credit, a brand operator/agent must add the store credit. Pietra's return tool only automatically handles refunds back to the original form of payment.
If you have additional questions about setting up returns & exchanges, please contact us at support@pietrastudio.com
What if I issue a refund directly in Shopify?
If you issue a refund directly in Shopify without processing a return, the items will not be restocked.
Shopify treats refunds as financial transactions only.
To restock items at Pietra’s warehouse, you must initiate the return through the Pietra Returns Tool.
If you accidentally refunded a customer in Shopify and skipped the return flow, please contact support@pietrastudio.com so our team can manually adjust your inventory.