---
title: "PRODUCTS DO NOT APPEAR IN THE \"CREATE A RETURN ORDER\" WINDOW"
description: "PRODUCTS DO NOT APPEAR IN THE \"CREATE A RETURN ORDER\" WINDOW"
---

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25 octobre 2026

# PRODUCTS DO NOT APPEAR IN THE "CREATE A RETURN ORDER" WINDOW

You want to create a return for an order, but some products do not appear in the "CREATE A RETURN ORDER" window. 

 

- Let's imagine an order containing 3 different product references:

\- Pink water bottle

\- Pink backpack

\- Pompom keychain

 

- The list of products shown in the "CREATE A RETURN" window is as follows:

\- Pink water bottle

\- Pompom keychain

 

The Pink backpack reference does not appear in the return window. 

It is also not clickable in the order lines, unlike the other references.

 

This is because this reference does not exist in Shippingbo. More precisely, the SKU that comes through in the order does not exist in your product catalog, so the product cannot be mapped. 

 

 

✅**Solutions:**

There are two solutions here:

 

**1.** Either the product in question does not exist at all in Shippingbo: you need to create it by following the tutorial [ADD PRODUCTS TO SHIPPINGBO](https://knowledge.shippingbo.com/importer-ou-supprimer-des-produits-dans-shippingbo?hsLang=fr). 

 

Warning: when creating the product, you must give it the same SKU as the one with which it comes through in the order so that it can be mapped. 

 

**2.** Or the product exists in Shippingbo, but not with the same SKU: you therefore need to enter the SKU that comes through in the order as the product's "additional ref", so that it can be mapped. You can use the tutorial [ADD ADDITIONAL REFERENCES](https://knowledge.shippingbo.com/ajouter-et-supprimer-des-references-additionnelles?hsLang=fr). 

 

#### Contact us 📬:

Questions about this feature? Feel free to write to us [here](https://support.shippingbo.com/?hsLang=fr) so that we can answer your questions.

 

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