Returns from Biklo buyers - step by step

A buyer who got a product through Biklo can send it back. Biklo handles the buyer and the money; you check the product when it is back with you and say whether it is fine. This page shows every way a return can go, and exactly what you see in the Biklo app and in Shopify at each step.

Nothing on this page moves money out of your shop. Biklo refunds the buyer from the money it holds for the order. What the app adds in Shopify is a refund of the order's Biklo payment - a manual payment method, so Shopify charges and pays out nothing - so your orders, reports and stock match what happened on Biklo.

Handle returns in Biklo → Orders, not with Shopify's own Refund button: a refund made only in Shopify does not reach Biklo, and the buyer would not get it.

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#In short

* unless you switched that off - see Before you start.

The money for the returned products stays held by Biklo from the moment the buyer starts the return until it is decided. It is not paid out to you meanwhile.

#Before you start

Apps → Biklo (Connect) → Defaults: Returned pieces go back into stock. On by default. Untick it if you want to look at returned pieces yourself before they go back on sale; the Shopify order still gets the refund, and you adjust the stock by hand.

This only applies to a full refund. After a partial refund, nothing goes back into stock automatically: a partial refund usually means the product came back damaged.

#1. The buyer starts a return

The order's page in Biklo → Orders shows a Returns section with the product marked On its way back. The Shopify order gets the tag Biklo: return requested.

The order's Biklo history gets a note. There is nothing for you to do yet: wait for the parcel.

#2. The parcel is back with you

When the courier delivers the return parcel to you, the Returns section shows Back with you and Decide by … - you have 48 hours.

You are told in four places, so it is hard to miss:

• Biklo → Orders: To do: check the returned product under the order's status;

  

• Biklo → Sync → Activity, a line naming the order and the deadline;

  

• the Shopify order's tag Biklo: check the returned product - filter Orders in Shopify by it;

• the order's Biklo history.

Biklo also emails you reminders before the deadline.

Open the parcel and check the product. Then choose one of the two below.

#3a. Accept the return

The product is fine: click Accept the return and confirm (Accept the return? Biklo refunds the buyer the returned products.).

Biklo refunds the buyer. The section shows Return accepted and the product Returned, buyer refunded:

In Shopify, the order gets a refund of that product - the note says Returned on Biklo - Biklo refunded the buyer - with the piece back in stock (if the setting is on), and the tag Biklo: returned. When everything was returned, Shopify shows the order as Refunded.

The Biklo history says what was recorded:

#3b. Reject the return

The product is not what you sent, or it came back damaged. Write what is wrong in the box (at least 10 characters - the Biklo team reads it), then click Reject the return.

The section shows Rejected - the Biklo team decides. The money stays held; nothing is refunded yet, in Shopify or on Biklo.

The Biklo team looks at your reason and the return, and decides. The order updates by itself when they do - one of the three endings below.

#4. The Biklo team decides

#Refunded in full

The Biklo team sided with the buyer. The order ends exactly as if you had accepted: a refund of the product in Shopify, back in stock (if the setting is on), Returned, buyer refunded.

#Refunded in part

The buyer gets part of the price back (for example, the product came back used); the rest of the money is yours. The section shows Part refunded by the Biklo team with the amount, and the product Returned, part refunded:

In Shopify, the order gets a refund of exactly that amount, with no items - the note says the Biklo team refunded the buyer part of the price - and the tag Biklo: part refunded. Nothing goes back into stock; Shopify shows the order as Partially refunded.

The history reminds you to check the product and adjust the stock yourself if it can be sold again:

#No refund

The Biklo team agreed with you: the buyer gets nothing back, and the money is paid to you as for any order. The section shows No refund - decided by the Biklo team and the product Returned, no refund:

Nothing is refunded in Shopify; the order gets the tag Biklo: return not refunded, and the history says so. The product is physically back with you - put it back in stock yourself if you want to sell it again.

#5. If you do not decide in time

After 48 hours without a decision, Accept and Reject disappear and the section shows Not decided in time - the Biklo team decides. The Biklo team checks the return and decides as in step 4 - in full, in part, or no refund.

Decide in time whenever you can: you know the product best.

#6. When only some products come back

A return is per product. If the order had several products and the buyer sends back only one, only that one shows Back with you; the others say not returned and are not touched.

Accepting refunds only the returned product in Shopify; the other one stays:

#What you see, at a glance

* if Returned pieces go back into stock is on.

#Try it in the sandbox

With a sandbox key (bk_test_…), the order page has extra buttons that play the buyer, the courier and the Biklo team, so you can walk through every case above on a test order. They never appear with a live key.

1. Create a test order (Biklo → Sync → Sandbox - try an order → Create a Biklo test order), accept it, and click the courier buttons until it is delivered.
2. Buyer starts a return - next to the product.
3. Return parcel arrives - now Accept or Reject it yourself.
4. Optional: Deadline passes - to see what happens if you wait too long.
5. After a rejection or a missed deadline: Biklo team: refund, Biklo team: refund half or Biklo team: no refund.

No real money moves in the sandbox, and no email or text message is sent.

#Questions

Does the app take money from my shop or my payment provider? No. The refunds it adds in Shopify are refunds of the Biklo manual payment - records only; Biklo already refunded the buyer.

The order did not update. Biklo tells the app about every change within seconds; if one is missed, the app checks again every 10 minutes. Refresh from Biklo on the order page updates it right away.

I accepted by mistake. The buyer is refunded at once and that cannot be undone from the shop. Contact Biklo support with Get help.