# Frequently asked questions

## Question 1：Unable to approve the return request.

Unable to approve the return request in the return management interface. The prompt indicates that the save failed. You will need to check your Shopify order.

**Checkpoint 1: Ensure that your order's current fulfillment status is "fulfilled."**

<figure><img src="/files/UGYTpacRwyL9MmWDlwKC" alt=""><figcaption></figcaption></figure>

**Checkpoint 2: Make sure you did not manually create a return request in the Shopify order.**

If you have manually created a return request in the Shopify order instead of using the Return app, please close the manually created return request in Shopify. This will ensure that the return requests created through the Return app can be properly approved.

<figure><img src="/files/IKIM3jiyXuHkot2evNU0" alt=""><figcaption></figcaption></figure>

## Question 2：Unable to complete the refund.

Unable to complete the refund on the return management interface. The prompt indicates that the save failed. You also need to check your Shopify order.

**Checkpoint: Make sure you did not manually refund the Shopify order.**

Orders that have been refunded will not be able to be refunded again in the Return app, we are trying to minimize the risk, if you have a better suggestion, please send it to "<Returns@parcelpanel.ltd>".

<figure><img src="/files/wuEp45yDCAYLVNvxUKyj" alt=""><figcaption></figcaption></figure>


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