If your catalog includes items drop-shipped from a Warehouse Distributor (Turn14, Keystone, Meyer, ATD), the returns system adapts to that supplier’s own policy instead of always falling back to your store-wide rules.

Each Warehouse Distributor integration has its own Returns settings section. To access it, under Catalog Import > Settings, select the integration you require (for example, Turn14) and scroll down the page.

In the Returns settings section, the following settings are available:

A product’s own Returnable toggle always wins over any of this — if it’s off, the item is non-returnable everywhere, no matter what the supplier’s data says.

To let a distributor receive returns directly, go to Store > Locations, open that distributor’s location, and turn on Accepts returns — this becomes available once you’ve enabled "Allow returns" for the integration. Enter the return address the distributor gave you; it’s what shows up on the customer’s packing slip.

On the order’s Returns tab, items from a Warehouse Distributor are labeled with the integration’s name. When you pick a destination in Return to, you’ll see the distributor’s own return address preselected alongside your own locations, or you can choose Custom address for a one-off exception. If the distributor issues their own RMA number, enter it in External RMA # — it replaces the internal number on the customer’s packing slip, so the package reaches the distributor’s warehouse with the reference they expect.

If a distributor’s feed flags an item as non-returnable after it was already sold, the customer’s self-service option for that item is blocked with a “Self-service return is unavailable. Contact support to initiate return.” message — you can still create the return yourself from the Admin area and decide how to handle it.

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