Shopify recently implemented changes to its returns, exchanges, and refunds process. As a result, some data related to these transactions may be missing from your A2X payout summaries. More information about these changes can be found here.
To address this, please log into A2X and re-authorize your Shopify connection. This will enable A2X to access the additional data needed, such as returns and merchant-initiated return fees.
We're working hard to recover and retroactively apply all missing returns, exchanges, and refund data to your A2X payout summaries within the coming weeks.
Here's how to re-authorize your Shopify connection in A2X.
When logging into your A2X for Shopify account, you'll be presented with the following pop-up:
If you are the owner of the Shopify store or have 'manage applications' permissions, select the 'I have access' option and click 'Connect' to authorize the additional permissions.
If you are not the owner of the Shopify store, select the 'I need to request access' option and enter the store owner's name and email in the designated fields. Once the request to authorize the connection has been sent from within A2X, you will see the following banner. This banner will appear until the account store connection has been re-authorized.
Please ensure that the user re-authorizing the connection is the Shopify store owner or a staff member with full store permissions.
If you need assistance with the re-authorization process, our support team is here to help.