Is Narvar down?

We are currently experiencing an issue with the Returns & Exchanges app where permission errors are preventing returns from being successfully processed. Our engineering team is actively investigating the root cause and working diligently to restore full functionality. We apologize for any disruption this may cause and will provide further updates as soon as more information becomes available.

We have successfully identified the root cause of the permission errors preventing returns from being processed through the Returns & Exchanges app. Our engineering team is currently working on a fix to restore full functionality. We appreciate your continued patience and will provide another update as soon as the resolution is deployed.

The recent issue preventing returns from processing was caused by updates to Shopify's app scope permissions. A resolution is now available, but it requires manual authorization from a store administrator to restore full functionality. **How to Apply the Fix** * Log in to your Shopify store using a **Shopify Admin** account. * Navigate to the Returns app. * Look for the banner at the top of the screen that exactly states: _"The permissions required by Narvar Return & Exchange have been updated. Please click the following link for more details._ **_Update the permissions_**_"_ * Click the link within the banner to authorize and update the scope permissions. Once these permissions are updated, the returns portal will function normally. Please reach out to our support team if you continue to experience any issues after completing these steps.

This incident has been resolved.

Type: Incident Duration: 6 hours and 12 minutes Affected Components: Narvar Returns and Exchanges for Shopify Sep 2, 14:58:12 GMT+0 - Investigating - We are currently experiencing an issue with the Returns & Exchanges app where permission errors are preventing returns from being successfully processed. Our engineering team is actively investigating the root cause and working diligently to restore full functionality. We apologize for any disruption this may cause and will provide further updates as soon as more information becomes available. Sep 2, 15:20:08 GMT+0 - Identified - We have successfully identified the root cause of the permission errors preventing returns from being processed through the Returns & Exchanges app. Our engineering team is currently working on a fix to restore full functionality. We appreciate your continued patience and will provide another update as soon as the resolution is deployed. Sep 2, 16:27:27 GMT+0 - Monitoring - The recent issue preventing returns from processing was caused by updates to Shopify's app scope permissions. A resolution is now available, but it requires manual authorization from a store administrator to restore full functionality. **How to Apply the Fix** * Log in to your Shopify store using a **Shopify Admin** account. * Navigate to the Returns app. * Look for the banner at the top of the screen that exactly states: _"The permissions required by Narvar Return & Exchange have been updated. Please click the following link for more details._ **_Update the permissions_**_"_ * Click the link within the banner to authorize and update the scope permissions. Once these permissions are updated, the returns portal will function normally. Please reach out to our support team if you continue to experience any issues after completing these steps. Sep 2, 21:10:33 GMT+0 - Resolved - This incident has been resolved.

We are currently observing issues affecting FedEx return labels. We have escalated to FedEx and are investigating on our side in parallel.

FedEx has acknowledged the issue and is actively working on a fix.

FedEx has confirmed the issue is resolved and we are seeing return labels generating successfully.

Type: Incident Duration: 3 hours and 52 minutes Affected Components: Returns Aug 25, 01:48:03 GMT+0 - Resolved - FedEx has confirmed the issue is resolved and we are seeing return labels generating successfully. Aug 24, 21:55:39 GMT+0 - Investigating - We are currently observing issues affecting FedEx return labels. We have escalated to FedEx and are investigating on our side in parallel. Aug 24, 22:09:24 GMT+0 - Identified - FedEx has acknowledged the issue and is actively working on a fix.

We are currently observing a service disruption affecting Canada Post return labels. We are actively investigating this and have reached out to Canada Post for more information.

Canada Post return label generation has been restored and we are seeing labels generate successfully. Canada Post has confirmed the underlying issue is resolved.