Troubleshoot returns

Start with the affected Account, order, and Connection. Check whether the return is missing from Sqquid or was recorded but failed to reach the destination.

A return is missing from Sqquid

Review the order’s return history and search the Returns list with Status → All. A skipped return may still be recorded in Sqquid.

1. Confirm the original order exists in Sqquid. If it is missing, troubleshoot its import first.
2. Check the originating Connection’s return workflow. Confirm it supports return import, that import is enabled, and that the return has reached the required status in the ecommerce system.
3. Check return sync activity. If the relevant import is running, check the return history after it finishes. If it failed, correct the issue named in the error.

If the return meets the import requirements but no relevant sync appears, or it remains missing after a completed import, contact support with the original order number, return ID, and status in the ecommerce system.

A return is missing from the destination system

1. In Returns, select Status → All, search by order or return ID, and select Refresh. Expand the row to confirm the items and receiving store.
2. Check whether the intended destination supports and is configured to receive the return. For a return created in Sqquid, review how Push to the sales Connection affects its destination. Recording a return in Sqquid does not necessarily send it to every connected system.
3. If the return is Skipped, recover the failed sync. If it is queued, check for a running export in Syncs and check again after it finishes.
4. For RunIt POS, confirm the original order exported successfully and has receipt information before investigating the return export.

If the export completed but the return is still absent, or no export appears when one is expected, contact support. Include the destination and any receipt information. Use the existing return when recovering an error; creating another can duplicate the return or refund.

A return exists but the customer has no refund

A return record, a payment refund, and an inventory update are separate results. Importing a return into Sqquid does not itself issue a payment refund.

Check the original order’s refund history in the ecommerce or payment system. If a refund is recorded there, check its status with that system before issuing another. If no refund is recorded, review whether this Connection’s return workflow supports issuing one and whether this return was meant to be sent to it.

If a return export failed, resolve that error using the steps below. If it completed but the refund is still unexplained, contact support with the order, return, destination, and any recorded refund reference. A completed return sync does not establish that the customer has received the money.

You cannot submit a return

Check the available item quantities and earlier returns. Follow If you cannot submit for the form requirements and what to check after a save error.

After saving, confirm the return appears once in Return History. If saving reports an error, check that history before submitting again. Contact support if you cannot tell whether it was saved.

Recover a failed sync

When a return fails to reach the destination system, Sqquid makes up to three attempts automatically. If the third attempt fails, Sqquid marks the return as Skipped, records the error, and shows it in the app. Automatic attempts stop for that return.

You must read the error, resolve its cause, and manually retry the return in Sqquid. Fixing the destination system alone does not restart the skipped return.

Find the return and read its error

1. Open Returns in the Sqquid app and choose Status → Skipped. You can also select Review skipped returns on the Dashboard.
2. Find the affected return and check its order number. Expand the row to review its items.
3. Select the warning icon to read the return’s sync error and identify the destination that failed.

The order’s Returns tab also shows return history. A return recorded in Sqquid does not by itself confirm that the destination received it.

Resolve the cause

Check the requirements named in the error. Confirm that the destination recognizes the original order and returned SKUs, the receiving Location is correct, and the Connection is enabled and authorized.

For RunIt POS, the original order must have exported successfully before Sqquid can link the return to its receipt. If that order was skipped, resolve its export error and retry it first. Confirm that the order reached RunIt before retrying the return.

Return support and settings vary by provider. Check the return workflow for your Connection. If the destination was temporarily unavailable, confirm it is available again before retrying.

Retry the existing return

1. After resolving the error, return to the Returns list.
2. Select Retry in the affected return’s Actions column. Sqquid confirms that the return is marked for the next export process.
3. Switch Status to All and check the return again after processing. Confirm the result in Sqquid and in the destination system.

Retry queues another attempt. A return leaving the Skipped list does not yet confirm that the destination accepted it. Use the existing return’s Retry action to recover the failed sync; creating another return can duplicate the return or refund.

If the return is skipped again, read its latest error before retrying. Use the support request template if the message is unclear or the destination result is still missing after processing.