Initial Notice – Under Investigation: Returns & Exchange app permission failures

Update timeline

1. resolved Sep 02, 2026, 02:58 PM UTC

   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.