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The Exchange Flow

An overview of how an exchange works, from turning on Exchange items on a return through adding the replacement products and creating the exchange, and how it differs from a plain return.

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An exchange is a return where the customer receives different products instead of a refund. This article gives the overview of how the exchange flow works so you understand the whole path before you set one up. The detailed articles for each part are linked below. An exchange keeps a sale you would otherwise refund, so it is worth using when a customer wants a swap rather than their money back.

Before you begin

  • Your role includes Manage returns and exchanges.
  • Open Orders and open a fulfilled order to start the return.

How the exchange flow runs

Stage What happens
Start a return Open a fulfilled order and start a return, selecting the items coming back
Turn on Exchange items Switch the return to an exchange with the Exchange items toggle
Add replacement products Choose the products to send to the customer in place of the returned items
Settle the difference Any difference in value between the returned and replacement items is handled as part of the exchange
Create the exchange Create the exchange, which starts the return and sets up the replacements to send

How an exchange differs from a plain return

Plain return Exchange
Customer receives A refund for the returned items Different products in place of the returned items
Set up by Creating the return as is Turning on Exchange items and adding replacements
Result Money back to the customer A swap, with any value difference settled

Steps

1. Start a return and select the items

Open a fulfilled order and start a return, choosing the items the customer is sending back. This is the same start as any return, covered in Create a Return and Select Items to Return.

2. Turn the return into an exchange

Turn on the Exchange items toggle to switch the return to an exchange, then add the replacement products to send. This is covered in Exchange and the Exchange Items Section.

3. Settle the value difference and create the exchange

Check how any difference in value between the returned and replacement items is settled, then create the exchange. The value comparison is covered in Exchange Value Calculation, and why replacements are not held yet in Exchange Items Pending.

4. Process the return to complete the exchange

Process the return to commit the exchange, at which point the replacements are reserved and sent. Doing this promptly keeps the replacement stock available for the customer.

Best practices

  • Decide refund or exchange up front. Confirm the customer wants a swap before you set up an exchange rather than a refund.
  • Match the replacements to the request. Add the exact products and variants the customer wants so the exchange is right the first time.
  • Account for the value difference. Check how any price difference is settled so neither you nor the customer is short.
  • Process promptly. Replacement stock is not reserved until you process the return, so complete it while the items are available.

If something goes wrong

  • You started a refund instead of an exchange. An exchange is set up on the return by turning on Exchange items, not on the Refund page.
  • A replacement is unavailable. Stock is not held until you process the return, so availability can change before then.
  • You cannot manage the exchange. Your role may not allow managing orders and returns. Ask an owner or admin.

Next steps

Still stuck?

More in Returns

  • Return and Refund Policy

    The Return and refund policy editor is where you write the policy that tells customers how returns and refunds work. You can start from a template, generate it, or write your own, from Settings, Policies.

  • Restock a Return

    When you process a return, you can restock the returned items back into inventory at a chosen location, review the refund due, and choose whether to issue the refund now or later.

  • Return Reasons

    When you create a return, each returned item has a Reason dropdown to record why it is coming back. This lists the return reasons available, such as wrong item, damaged, or changed mind, and why recording them matters.

  • Return Rules

    Return rules set how long a customer has to send something back and whether an order can still be cancelled. This covers the default rule that applies to every order, adding a rule for one market, and keeping those rules in step with the written policy customers read.

All 15 articles in Returns

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