NetSuite IA | Native exchange and returns handling

Shopify’s native returns and exchanges are now the standard, and this release brings the Shopify – NetSuite Integration App in line with that model, end-to-end.

Exchange flows from both online and POS channels are handled using Shopify’s GraphQL APIs, with a single Return Authorization in NetSuite that reflects returned items, replacements, and fees.

The result: fewer manual adjustments, fewer edge-case refund mismatches, and a more predictable returns-and-exchanges workflow that can handle higher volumes without extra cleanup.

Quick demo

What’s new

Exchanges that work the same online and in-store

If you support both online and POS sales, exchange behavior shouldn’t depend on where the order originated. This release aligns the Integration App with Shopify’s native exchange process across online checkout and POS, so exchange transactions sync into NetSuite in a consistent way.

Why this matters

• Standardizes exchange handling across channels

• Reduces special-case “POS-only” processes and workarounds

• Supports real-world patterns like even exchanges, upsells, and downsells

What happens in NetSuite

• Returned items are captured on a Return Authorization (RA)

• Replacement items are created as a new NetSuite order (Sales Order or Cash Sale)

A complete returns lifecycle synced to NetSuite (with RAs)

Returns are a lifecycle, not a single event: request, approval, receipt, refund. This release adds dedicated flows that sync Shopify returns into NetSuite as Return Authorizations and keep status aligned across both systems.

Why this matters

• Creates a single, consistent record of return status and line-level detail in NetSuite

• Keeps approvals, receipts, and refunds coordinated between Shopify and NetSuite

• Improves auditability and handoffs between support, finance, and operations

More accurate refunds for returns, exchanges, and fees (GraphQL upgrade)

Refund handling gets complex quickly—especially with exchanges, restocking fees, and shipping adjustments. The refund logic has been upgraded to use Shopify’s GraphQL APIs, improving how refunds are calculated and mapped under Shopify’s native returns and exchanges framework.

Why this matters

• More accurate refund amounts for downsell exchanges and mixed edits

• Better handling of restocking fees and return shipping adjustments

• Improved traceability by linking refunds back to Shopify return IDs

• Cleaner mapping into NetSuite as Credit Memos or Cash Refunds, keeping NetSuite as the financial system of record

Built for real-world returns and exchanges

This release is designed to handle the patterns you actually see in production:

• Multiple exchange scenarios: even, upsell, downsell

• Multi-location exchanges

• Restocking fee sync

• Store credit support (based on your configuration and use case)

Important: Legacy ExchangesV2 deprecation (action required)

Shopify’s legacy ExchangesV2 model is expected to be deprecated by the end of May 2026. To continue processing exchanges, you’ll need to migrate to Shopify’s native exchange framework by enabling:

Settings → General → “Sync native exchanges as separate sales orders or cash sales”

This ensures the Integration App uses Shopify’s current GraphQL-based returns and exchanges model, keeping your NetSuite exchange flows compatible going forward.

Together, these changes bring the Shopify – NetSuite Integration App in line with Shopify’s native returns and exchanges model, across both online and POS. You get consistent exchange handling, RA-based visibility in NetSuite, and more accurate refunds with fewer edge-case corrections.