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Once a customer opts into peer-to-peer on their return, you decide how the returned item is graded and whether it's relisted for resale. This article walks through reviewing the return, assigning a condition, and what happens once you confirm — including creating the resale listing in Shopify and mapping the return to a new buyer's order.

Required Reading: This article covers the return-processing steps for grading an item. For what each condition grade means, default discounts, and which conditions are listed for resale on your storefront, see How Condition Grades Work. For how a product becomes eligible for peer-to-peer in the first place, see Peer-to-Peer Eligibility.

Step 1: Find the Return

1Go to Returns Returns in your Cahoot merchant panel.

2Click into the return you want to process.

Step 2: Check the Peer-to-Peer Status

Each returned line item shows whether the customer opted into peer-to-peer when they submitted the return.

  • Opted in — The item is tagged as P2P Eligible, and a Condition option is available on the line item.

    Opted in - The item is tagged as P2P Eligible
    Click to expand image

  • Opted out — The item is tagged Customer Declined Peer to Peer, and no condition or resale option is shown. This item follows the standard return process instead.

    opted out - Customer Declined Peer to Peer
    Click to expand image
Important: You can only assign a condition and create a resale listing for items where the customer opted into peer-to-peer. If a customer declined, that item isn't eligible for grading on this return — regardless of its actual condition.

Step 3: Review the Return Details

Before assigning a condition, review what the customer reported:

  • Reason, Sub Reason, and Issues — What the customer said prompted the return.
  • Customer Images — Click any of the numbered image icons to open the full photo. Review all uploaded photos before grading, since they're the best indicator of the item's actual condition.

Step 4: Assign a Condition

1On the line item, open the Condition dropdown and select the grade that matches your review of the photos and reported issues.

Note: Cahoot pre-fills a resale price based on that condition's configured discount off the item's standard price. You can adjust the price for this specific item before saving if needed.

2Click Save.

3A confirmation modal appears explaining that this action will update inventory for the resale product in Shopify, or create a new one if it doesn't exist yet. Click Yes to confirm.

Note: Only conditions your store has configured to list for resale will create a Shopify listing. By default, only Like New is listed for resale — see How Condition Grades Work for your store's configuration.

What Happens After You Confirm

Once you confirm the condition, Cahoot handles the resale listing automatically:

  • Inventory is created in Cahoot. The resale product is created (or updated, if it already exists) with the condition's SKU suffix, and the returned unit is added to inventory.
  • The Shopify listing is set to Unlisted. This keeps the resale product out of your storefront's collections, search, and navigation.
  • The title follows a set pattern. The original product name, followed by the variant details and condition grade in parentheses — for example, Tailored Jacquard Jacket (Multi, Size XL, Like New).
  • The listing appears only on the original product's page (or the matching variant, if the original is a variant SKU), through the Cahoot theme blocks. It will not appear anywhere else on your storefront.
Note: You can create the resale listing before approving the return — grading and approving are separate steps. The item doesn't need to be approved yet for the Like New listing to go live.

Step 5: Approve the Return and Map It to a Buyer

Approving the return creates a return authorization in Shopify. You'll see this reflected as return in progress, with a message that reads "Awaiting return creation in sales channel." Once that clears, a Map Return button appears.

Important: If a shopper purchases the resale listing, you must approve the original return and use Map Return to link it to the new buyer's order once that order comes in. Skipping this step leaves the peer-to-peer shipment unmapped, and the returner won't be directed to ship to the new buyer.

When the new buyer's order comes in, click Map Return and select the matching order to complete the mapping.

Sending an Item to Your Warehouse Instead

If, after reviewing the photos and reported reason or issues, you decide an item shouldn't be listed for resale, approve the return without assigning a condition. A dropdown next to Map Return then lets you create a standard shipping label to your warehouse instead — no mapping needed. From there, the item follows your standard return process.

This article covers assigning a condition during return processing. For what each condition grade means and how resale discounts are configured, see How Condition Grades Work. For how a product becomes eligible for peer-to-peer in the first place, see Peer-to-Peer Eligibility.

Need Help?

For questions about grading a return or creating a resale listing, Submit Ticket.

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